Case Study: Sharp Electronics Indonesia achieves faster, more efficient customer service with UiPath automation

Sharper Reflexes Thanks to Automation

Sharp Electronics Indonesia, a subsidiary of Sharp and part of the manufacturing sector, needed to improve customer service as call volumes surged during the COVID-19 pandemic. The company wanted faster, more accurate customer care and better customer satisfaction, and selected UiPath after benchmarking and proof-of-concept testing.

UiPath implemented automation to identify callers before conversations began and automate information input for customer care staff. The results were strong: average handle time dropped by 63% from 3 minutes to 1 minute, response speed improved by 40%, productivity increased by 60%, and manual input time fell from 33 man-hours to 20 hours.

Sharp Electronics Indonesia

Arie A Noya

Customer Service Planning and Technical Center Manager