How Aurea avoided $18M in projected support costs and scaled across 14+ products; all 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.”
Balaji Jayaraman,
VP of Customer Support at Aurea
Aurea is a enterprise software development company with more than 30+ products under its belt. . Here's what they were facing.
For Balaji Jayaraman, VP of Customer Support at Aurea, growth wasn’t abstract.
Every time a new product joined the portfolio, the same pattern followed.
It meant new customers, new workflows and new edge cases.
And one silent question: "Can our support model absorb this without breaking?"
Aurea is a global enterprise software company operating a growing portfolio of products across the future of work, IT, and commerce.
Each product serves different customers. Each evolves on its own roadmap and introduces new questions, workflows, and edge cases.
Support wasn’t centralized around a single experience. In fact, it was spread across products, regions, and use cases.
And as the portfolio expanded, so did the pressure on support.
Aurea started small. They picked one product line to implement Kayako and defined clear success metrics in advance.
Kayako’s AI was used to triage incoming issues, resolve known, repeat requests and learn from successful outcomes
Agents stayed fully in control and automation expanded only where confidence was high.
If it didn’t save time and money, it didn’t scale.
Aurea implemented Kayako one product after another.
The first product line went live without downtime, without a parallel system, and without disrupting a single customer. Agents didn't need weeks of retraining. As tickets resolved, Kayako's AI learned directly from real support outcomes. Support scaled without a CSAT dip, emergency hiring, or launch-day escalations.
That track record earned trust. Then, the Aurea CS team added more products. And as Kayako AI learned across each one, knowledge carried forward, workflows became reusable, and AI confidence improved with scale. Support got calmer. More predictable. It was finally scaling the way software does.
"The first week, agents didn't trust the AI triage. They manually re-checked every suggestion. By week three, they stopped because the AI was consistently right."
Balaji Jayaraman,
VP of Customer Support at Aurea
As Aurea expanded its software portfolio, support did not expand with it.
Within the first 90 days of deployment, the impact was measurable.
costs saved by avoiding headcount
If Aurea had kept scaling through hiring, the math gets uncomfortable fast. At $110K fully-loaded cost per agent, with roughly three additional agents needed per new product line, projected portfolio expansion was tracking toward $6M per year in permanent headcount.
The $18M projection reflected what would have happened if support continued scaling through hiring.
Kayako's annual platform cost came in at less than 12% of that. Before factoring in faster resolution times or any operational efficiency gains, the structural math already worked. Growth stopped requiring proportional headcount.
“Kayako didn’t just help us answer tickets faster. It helped them grow a software portfolio without letting support costs grow with it. I can't recommend them enough.
Balaji Jayaraman,
VP of Customer Support at Aurea
Kayako is the support platform built for companies who've outgrown ticket management. Instead of routing and tagging faster, it eliminates repetitive tickets altogether; resolving up to 80% of inbound volume autonomously.
With AI trained on your own tickets, Kayako scales resolution without scaling headcount, cuts support costs by up to 90%, and clears backlogs for good.
It's not a better helpdesk. It's the end of helpdesks built for volume, not outcomes.
