Sharp Corporation: one Liferay DXP 7.3 self-service portal for product registration and warranty across 80+ countries
Global
Sharp's customers registered products and claimed warranties on country-specific portals that were costly to run and inconsistent to use. ATS replaced them with a single multi-region Liferay DXP 7.3 platform, connected by REST APIs to Sharp's ERP and logistics systems, that now handles three times the registration volume and turns warranty claims round in 24 hours.
The challenge
80+ countries, a portal for each, one customer promise
Sharp needed a single place where customers in more than 80 countries could register a product, make a warranty claim, receive firmware update notifications and reach technical support. What it had was a set of legacy country-specific portals — each localised in its own way, each maintained separately, each offering a slightly different experience of the same brand. The cost of maintaining them was high, and the inconsistency was visible to customers.
The requirement was a unified customer service portal: one platform, localised content per market, and workflows for registration, warranty and support that behaved the same everywhere. Because warranty and service status depend on what the back office knows, the portal also had to integrate with Sharp's ERP and logistics systems for live status instead of showing customers stale information. ATS delivered it on Liferay DXP with a Spring Boot integration layer.
Our approach
One multi-region portal, localised content, automated workflows
Delivered by our Liferay DXP practice.
ATS built a multi-region Liferay DXP 7.3 portal in which each country is a localised site on shared infrastructure rather than a separate deployment. Content management is localised per market — language, products, support material — while the underlying workflows are common. That is what lets Sharp add or change a market without adding another portal to maintain.
The customer-facing workflows were automated end to end. Product registration captures the product and its owner and creates the record without manual handling. Warranty is tracked as a lifecycle — registration, claim, assessment, resolution — with the status visible to the customer. An integrated ticketing system handles technical support requests, backed by self-service content so that customers find answers before they raise a ticket.
- Multi-country portal on one Liferay DXP 7.3 platform with localised content management per market
- Automated product registration workflow
- Warranty lifecycle management from registration to claim resolution
- Integrated ticketing system for technical support
- Customer self-service content designed to deflect tickets
Architecture
Liferay DXP 7.3 in front, Spring Boot services and REST APIs to ERP and logistics
The portal runs on Liferay DXP 7.3 on Tomcat with Oracle as the database. Sharp's ERP and logistics systems are integrated through REST APIs built on Spring Boot, so the portal shows real-time status for registrations, warranty claims and shipments rather than a copy that has to be synchronised. Spring Boot keeps that integration logic outside the portal, which is how we prefer to build Liferay integrations: the portal owns the customer experience, the services own the back-office connections.
Localisation is handled by Liferay's multi-site and content capabilities — each country's site draws on shared templates and workflows while carrying its own content — so the experience is consistent where it should be and local where it must be.
Building blocks
- Liferay DXP 7.3 · Tomcat · Oracle DB
- Spring Boot services exposing REST APIs to ERP and logistics
- Multi-country site structure with localised content management
- Workflow modules for registration, the warranty lifecycle and ticketing
- Customer self-service content integrated with support ticketing
Technology stack
What changed
Three times the registrations, warranty claims in a day
With a simpler self-service experience, product registration volumes increased threefold. Warranty claim processing time fell from 5 days to 24 hours, because a claim now moves through a tracked lifecycle with live ERP and logistics status instead of email and re-keying. The self-service content reached a 68% ticket deflection rate — two-thirds of would-be support tickets resolved by customers themselves.
Consolidating the country portals onto one global platform reduced IT maintenance costs by 40%. For another Liferay platform integrated with back-office systems, see the Wego partner portal; for the integration approach, see Liferay headless & API integration.
Key results
Product registration volumes increased 3x due to simplified self-service UX
Warranty claim processing time reduced from 5 days to 24 hours
Customer support ticket deflection rate improved to 68% through self-service content
Global portal consolidation reduced IT maintenance costs by 40%
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