Case Study: Toshiba Canada achieves double agent productivity with Kayako

How Toshiba Canada handles more support tickets in less time with Kayako

Toshiba Canada, a Markham-based IT and office-products manufacturer with 201–500 employees, struggled to support a diverse product portfolio because agents couldn’t quickly find accurate answers or track support requests. Their old help desk made ticket logging difficult and prevented the team from demonstrating service value or monitoring progress and trends.

After a free trial, Toshiba implemented Kayako—easy to set up with custom fields, macros, automation and ticket migration—which gave agents a SingleView of customer history plus live views, search and retrospective reports. The new workflow doubled agent capacity, improved response times and transparency, streamlined ticket handling with real-time updates, and raised customer satisfaction.

Toshiba Canada

George Minich

Director of Technical Services