Case Study: Sony Electronics Asia Pacific achieves faster, more accurate customer service with Salesforce Service Cloud

Sony tunes in customers with Salesforce Service Cloud

Sony Electronics Asia Pacific, led by Catherine Ong, supports 13 contact centres across Asia, the Middle East, Africa and India and handles high volumes of pre- and post-sales customer interactions across phone, email, web forms, chat and social media. With information scattered across partners and an ERP, Sony needed a cloud-based, easily integrable solution to give agents access from anywhere and to consolidate customer records and channels.

Sony deployed Salesforce Service Cloud in nine contact centres, integrating Cisco telephony, email, web, social channels and LogMeIn Rescue for remote fixes, and using dashboards and reports for real-time regional metrics. The unified customer view and automation reduced clicks and manual effort, improved speed and accuracy, made emerging patterns visible, and was rapidly adopted by agents with minimal customization.

Sony

Catherine Ong

Head of Customer Relations Operations