Toshiba Global Commerce Solutions (TGCS) is the global market share leader in retail store technology, powering innovation for the world's largest retailers. With a presence in 120+ countries, over 2,000 employees and award-winning digital solutions, TGCS helps retailers enhance customer engagement, transform store operations, and accelerate digital transformation.
How did TGCS overcome the field service skills gap, rising costs, and ever-higher expectations for uptime? They partnered with CGS Immersive to reimagine learning and service—deploying XR and AI-powered knowledge tools to future-proof their workforce, boost customer loyalty, and scale operations globally.
TGCS replaced costly, traditional training and support with on-demand AR field guidance and real-time digital knowledge transfer. The strategy enabled rapid skill development and accelerated competency, seamless knowledge sharing, and high service quality—proven by millions in annual savings and measurable customer impact.
Key Outcomes:
Improved First-Time Fix Rate—millions saved, fewer costly revisits
Faster new tech proficiency—accelerated onboarding, higher productivity
Lower training costs—dramatic travel and logistics savings
More operational uptime—better SLA performance and retention
High adoption, proven knowledge transfer, and significant no-fault-found reduction
“The level of detail we get from reporting lets us tie AR use directly to field performance and value.”
– Brian Osborne, Field Service Leader, TGCS
See how TGCS + CGS Immersive set a new standard for field service transformation. Learn how you can partner with CGS to build your own operational advantage.