Case Study: Aurea avoids $18M in support costs scaling across 14+ products with Kayako
Key results
The challenge
Aurea is an enterprise software company operating a growing portfolio of 14+ products across the future of work, IT, and commerce, handling 5,000+ monthly tickets under 24/7 enterprise SLAs. Each new product added customers, workflows, and edge cases, and the company projected $18M in support cost over three years if support kept scaling linearly.
The solution
Aurea adopted Kayako one product line at a time, defining success metrics in advance and using Kayako's AI to triage issues and resolve repeat requests while agents stayed in control. It piloted on one high-volume product, expanded to five products by month three, and scaled to all 14+ products by month six without adding headcount.
“We were in a tricky situation. Every new product permanently raised the cost of support. Kayako helped us scale without locking that cost in.”
BJBalaji JayaramanVP of Customer Support, Aurea
The results, in context
Within the first 90 days Aurea reports 40% faster resolution times (4.2 hours to 2.5 hours), $6M per year saved by avoiding headcount, and no increase in support headcount despite portfolio expansion. It cites $18M in projected support costs avoided over three years, with Kayako's annual platform cost under 12% of that projection. The figures are quoted from Kayako's published Aurea customer story and dated when sourced.