Toshiba needs no introduction

Toshiba of Canada is a subsidiary of the Toshiba Corporation, one of the world’s largest integrated manufacturers of electronic products and semiconductors. Headquartered in Markham, Ontario, Toshiba Canada is well established as an $800 million Financial Post 500 company with more than 700 employees and more than 40 years of Canadian operations. We had a conversation with George Minich, Director of Technical Services, about their experience with Kayako.

What are the goals of your support team, and how does Kayako help you to achieve them?

Dealing with complex content management systems for brands in a number of sectors, it is not always possible for the Toshiba agents to answer customer enquiries from a single set of FAQs. So they needed a state-of-the-art ticket management solution that would be flexible, stable and cost-efficient.

One of the advantages of Kayako’s SaaS solution is that the costs can be kept low. Not only could we test it for free, but we haven’t had to involve any software developers or buy any new hardware in order for it to work.

 

We simply added a few custom fields, created some business rules, with the help of macros and automations, and migrated our old tickets into the new system.

 

We wanted to have a whole company view of customer care. Using Kayako’s live views, search tool and retrospective reports, at a glance, we check on ticket volumes, response times, and a host of other statistics.

 

With Kayako, we can easily identify trends in the questions our members are asking, and then use this information to guide our product development decisions. Now, if our marketing team asks me how many of our French subscribers are calling to cancel their subscription each month, I can give them an exact answer.

 

Kayako’s reports have also revealed a dramatic increase in user productivity and decrease in response time. I expected a learning curve with Kayako – but I was wrong. Our agents used to address 100 to 125 tickets per day. Now, they handle up to twice as many.

What has the feedback from your support staff been like?

All support requests for Toshiba’s collection software are now streamlined through a standardized workflow in Kayako.

Since our old help desk made it such a hassle to log tickets, it was tough to show that we were providing a valuable service. With Kayako, it’s easy to quantify exactly how productive and efficient we really are.

As tickets proceed through the system, Kayako provides clients and developers alike with an instant view of progress. Notifications keep everyone informed of major changes.

I can always see exactly how much progress my developers have made just as city staff and managers can see all of their requests and how we’re prioritizing them. Everyone has embraced Kayako as a way of staying in the loop.

Has Kayako improved your customer service?

Since 2009, Kayako has helped Toshiba to live by its customer care mantra: ‘Providing our clients with the support they need – quickly and thoroughly’.

The support team’s main Key Performance Indicator (KPI) is the speed at which tickets are handled. Kayako has a great functionality and is extremely stable. We can now deal with incoming requests from our customers much faster than before.

 

Our helpdesk process is now quick and transparent and our customers, partners and staff are very happy with it.

 

The headline for us is that right out-of-the-box, Kayako optimized how we handle the core of our business: user-generated content. With a user-friendly interface and a Kayako back-end, Toshiba is now getting to know its audience better than ever. Teams across the company can easily access all user-generated content in one place.

 

We now have central visibility that we never had before. We can see all the interactions of a single customer in one view, which is helping us figure out what really drives our travelers. In a sense, we’ve discovered that our world is smaller than we ever realized.

 

We confidently believe Kayako has helped us to respond to service requests in a very timely manner, resulting in happier customers. We’re big, big Kayako fans.

Thanks, George!

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