Cambodia Investment Review
Foodpanda has expanded its partnership with Singapore-based customer experience platform Toku to support customer calls in Cambodia and Laos, bringing the two markets onto the same platform used in its other regional operations.
The deployment gives foodpanda a common system for managing inbound and outbound calls, monitoring service performance and comparing results across markets. For its Cambodia and Laos operations, this provides access to shared regional technology while accommodating differing connectivity and language requirements.
Toku said the platform went live on September 8, 2026, supporting a team of agents managed by foodpanda’s agency. The expansion was announced on October 29. Financial terms were not disclosed.
Strengthening Regional Customer Support
Using the same platform across markets provides foodpanda with consistent reporting and performance metrics, helping the company assess customer support across deployments.
According to Toku, consolidating voice operations also reduces the number of voice technology providers foodpanda needs to manage and supports a more consistent experience for customers and agents.
For a delivery platform, reliable customer support helps resolve problems that can directly affect the customer experience, including order delays and delivery issues. A shared system can make it easier to identify service gaps and coordinate improvements across markets.
Ye Myint Aung, Head of Country Marketplace Experience (CLM Cluster) at foodpanda, said the platform’s performance in existing markets supported the expansion.
“Reliability and speed are non-negotiable for the customers who rely on foodpanda every day,” he said.
He added that Toku had met those standards in other markets, informing foodpanda’s decision to introduce the platform in Cambodia and Laos.
Expanding Toku’s Southeast Asian Presence
The agreement extends Toku’s presence in Southeast Asia’s enterprise customer service market. Headquartered in Singapore and listed on the Singapore Exchange’s Catalist board, the company provides a platform combining connectivity, contact centre operations and AI applications.
Thomas Laboulle, Founder and Chief Executive Officer of Toku, said the expansion reflected the company’s ability to support demanding regional customer operations.
“Every expansion a customer trusts us with is earned, not given,” he said.
Toku’s broader platform supports interactions across voice, chat, email and digital channels. Its AI capabilities include transcription, summarisation, sentiment analysis and conversation analytics.
The announcement did not specify which AI features foodpanda is using in Cambodia and Laos or provide figures showing changes in response times, customer satisfaction or operating costs since the rollout.
