Sharp Deploys ServiceBench Solution to Enhance Service Efficiency and Increase Customer Satisfaction
On-Demand Service Management Solution Enables Global Electronics Manufacturer to Automate Service Dispatch and Improve Warranty Management
Fairfax, VA ... May 8, 2008 - ServiceBench, a subsidiary of N.E.W. Customer Service Companies, Inc. (NEW) and the leading provider of web-based service management solutions, announced today that Sharp Electronics Corp., U.S. subsidiary of Sharp Corp., has implemented its service management solution to enhance service quality and efficiency for Sharp’s customer support program. The ServiceBench solution will help Sharp manage its warranty program and automate its service dispatching, allowing for quicker resolution to customer service requests. The web-based software solution is equipped with service-call analytics and customer satisfaction surveys, providing Sharp with valuable service intelligence which allows the company to monitor and improve service quality.
“By implementing the ServiceBench solution, we feel we have added another key resource in our ongoing commitment to provide a premium level of support to our valued customers,” said Charles Schaefer, senior vice president, Services and Solutions Group, of Sharp Electronics Corp. “This solution allows us to efficiently manage our service network, increase first-call fix rates and most importantly, improve the overall customer experience.”
As a leading worldwide manufacturer of LCD televisions, Sharp recognizes the increasing need for in-home customer service. Sharp is leveraging the ServiceBench solution to expedite and automate the process of dispatching service providers to the homes of members of Sharp’s AQUOS AdvantageSM program, which provides superior customer support features to consumers who currently own or purchase a 42-inch or larger Sharp AQUOS® LCD TV.
“We are extremely pleased to add an industry leader like Sharp to our growing list of electronics manufacturing customers,” said John Estrada, chief operating officer of ServiceBench. “Our extensive experience in field service dispatch and warranty claims management makes us well positioned to help Sharp continue to provide an exceptional level of customer service in and out of the home.”
The ServiceBench service management solution is helping Sharp expedite service turnaround times for all AQUOS® Advantage customers. Upon completion of a service call, the Web-based service management solution sends customers a questionnaire to rate the performance of their service experience. Sharp uses that intelligence, in addition to data extracted through sophisticated service call analytics, to uncover dissatisfied customers, reveal underperforming service providers and detect potential fraud. In addition, the ServiceBench system’s warranty claims analytics allow Sharp to streamline warranty management while identifying underperforming parts so proactive action can be taken to improve products and overall customer satisfaction.
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About ServiceBench
ServiceBench, a subsidiary of N.E.W. Customer Service Companies, Inc. (NEW), is the leading provider of technology-based service management solutions that generate profit and competitive advantage for U.S. manufacturers and retailers. ServiceBench helps many of the world’s leading companies transform post-sale service activities, such as management of service calls, field service, parts, claims and service contracts, into seamless, integrated and customer-focused processes. The ServiceBench on-demand system enables service transactions between manufacturers or retailers and their network of parts suppliers, distributors and service providers. ServiceBench has been recognized by Deloitte as one of the 500 fastest growing technology companies in North America and listed by Manufacturing Business Technology magazine as one of 40 emerging software vendors. Based in Fairfax, Va., ServiceBench also has offices in Columbia, Md., and The Netherlands. For more information please visit www.servicebench.com.
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