Real-World Case Studies and Customer Success Stories with Kapture CRM

Kapture CX unified all customer support channels for Plum Goodness. Agents now track and resolve queries from email, phone, website,... and social media in one place. Quick response templates speed up replies and keep answers consistent. Instagram DM integration lets Plum handle social media queries fast. Plum delivers better customer experiences and faster support with Kapture CX.
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Kapture CX helped Akshayakalpa migrate over 12,000 customers in just three days. Akshayakalpa unified all customer engagement across social media,... calls, and digital channels on one platform. The company now resolves customer issues faster with centralized systems. Service teams have instant access to full customer histories, improving trust and satisfaction. Akshayakalpa can now scale customer service as the business grows.
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Kapture CX helped Hamilton cut average handling time by 68%. The platform unified support channels, automated call logging, and introduced... a WhatsApp bot for self-service. Hamilton now resolves 99% of tickets across channels, with 72% of support traffic handled by call automation. First-time resolution improved to 47%. Kapture CX enabled faster, more consistent customer service and streamlined operations for this leading homeware manufacturer.
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Kapture CX unified Giva's customer support across WhatsApp, email, voice, and chat. Giva automated CSAT collection and gained real-time feedback... with custom dashboards. The platform improved agent and channel-level performance tracking. Fast onboarding and dedicated support enabled a smooth transition. Giva now delivers faster, more consistent service and tracks customer satisfaction more effectively.
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Kapture CX helped The White Teak Company cut average turnaround time by 18. 2%. The platform reduced average handling time...by 17.1% and boosted first-time resolution rate by 3%. Kapture CX unified customer data, improved data security, and enabled personalized support for luxury shoppers. The White Teak team now delivers faster, more secure, and tailored customer experiences. Custom workflows and automation increased agent productivity and customer satisfaction.
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Kapture CX helped Stanley Black & Decker automate over 320 service centers in India. The company reduced service turnaround time... by 50%, cutting fulfillment from 4–5 days to just 2 days. Customer satisfaction scores improved by 17%. Kapture CX's Service Center module unified ticketing, automated reporting, and streamlined workflows. This digital transformation boosted technician productivity and improved data accuracy.
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Kapture CX helped Plum Goodness unify customer support across phone, email, chat, and social media. Agents now use a single... dashboard to track and resolve all queries. Quick response templates reduced reply times and improved consistency. Instagram DM integration let Plum manage social media queries in real time. Customers now get faster, more connected service. Plum delivers a better experience at every touchpoint.
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Giva used Kapture CX to unify customer support across WhatsApp, email, voice, and chat. The platform automated CSAT collection and... enabled detailed, real-time reporting. Giva improved agent and channel-level performance tracking. Fast onboarding and dedicated support helped Giva transition smoothly. The new system reduced response times and made customer service more consistent. Leadership gained custom dashboards for better decision-making.
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Kapture CX helped Hamilton cut average handling time by 68%. The company unified all customer support channels into one dashboard.... Ticket resolution rates reached 99% across calls, WhatsApp, email, and web. 72% of support traffic is now handled by call automation. Hamilton improved first-time resolution and made support more transparent and accessible. The solution drove faster, more reliable customer service for this leading homeware brand.
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Kapture CX helped Akshayakalpa unify customer engagement across social media, calls, and digital channels. The platform enabled a seamless migration... of over 12,000 customers in just three days. Akshayakalpa gained a 360° view of each customer, improving response times and service quality. Centralized support allowed faster, more informed resolutions and built customer trust. The solution set the stage for scalable, future-ready operations.
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Stanley Black & Decker used Kapture CX to automate ticket management and inventory tracking across 320+ service centers in India. Before Kapture, service... requests took 4–5 days to fulfill. With Kapture, turnaround time dropped to 2 days, a 50% reduction. Customer satisfaction scores improved by 17%. Manual reporting and warranty claims were replaced by automated workflows, freeing up technicians for quality service. Data accuracy and operational efficiency increased with digital processes.
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Kapture CX helped The White Teak Company cut average handling time by 17. 1%. The company also saw an 18.2%...drop in turnaround time and a 3% rise in first-time resolution rate. Kapture CX unified customer data, improved data security, and enabled personalized notifications for luxury shoppers. The platform replaced spreadsheets and manual tracking, making customer service faster and more secure. TWT now delivers a tailored, data-driven experience in every store.
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Kapture CX helped WOW Skin Science cut repeat customer calls by 80%. The platform unified all customer queries from email,... chat, social media, and calls. Agents used the Customer 360 feature for faster, personalized responses. Average response time dropped to 5–7 minutes. Service levels reached over 90% across channels. WOW Skin Science improved customer engagement and streamlined support operations.
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Kapture CX helped India’s leading quick commerce platform handle over 200,000 daily queries. The company used AI chatbots and voice... bots to automate support and rider operations. Bot resolution rate reached 98%, and customer satisfaction improved by 22%. Rider recruitment became twice as fast. Average handling time dropped from 4–6 minutes to under 50 seconds.
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Kapture CX unified Tata 1mg’s customer service, boosting agent efficiency and first-contact resolution. The omnichannel platform centralized feedback and streamlined... workflows. Tata 1mg used custom workflows and the Side Conversation feature to improve internal collaboration. The solution helped Tata 1mg deliver faster, more consistent support and better customer satisfaction.
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Kapture CX helped WOW Skin Science cut repeat customer calls by 80%. The platform unified all customer queries from email,... chat, social media, and calls. Agents used a 360° view to resolve issues faster, reducing average response time to 5–7 minutes. WOW Skin Science achieved over 90% service levels across channels. Centralized reporting and analytics improved team productivity and customer engagement.
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Kapture CX helped Tata 1mg unify customer service across India. The platform centralized feedback and improved first-contact resolution. Customized workflows... made support more consistent. Agents used internal collaboration tools to solve problems faster. Tata 1mg now delivers better customer experiences and higher agent efficiency.
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Kapture CX helped India’s top quick commerce brand handle over 200,000 daily queries. The company used AI chatbots and voice... bots to automate customer and rider support. This led to a 98% bot resolution rate and a 22% improvement in customer satisfaction. Average handling time dropped from up to 6 minutes to under 50 seconds. Rider recruitment speed doubled, supporting rapid business growth.
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Kapture CX helped Anteraja cut technology costs by consolidating multiple tools into one platform. The logistics company improved operational efficiency... and streamlined customer support. Anteraja now manages all service channels in a single system. The solution enabled faster response times and fewer manual processes. Kapture CX's real-time dashboards and responsive support team drove ongoing improvements.
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Kapture CX helped M2M Ferries improve first contact resolution by 18% and customer satisfaction by 30%. The platform streamlined booking... management, reduced turnaround time by 29%, and enabled real-time updates for travelers. M2M Ferries used Kapture CX to centralize bookings, speed up customer service, and deliver a premium travel experience. The CRM solution supported growth and adaptability in India's travel sector.
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Kapture CX helped M2M Ferries improve first contact resolution by 18%. The company saw a 30% increase in customer satisfaction... and a 29% reduction in turnaround time. M2M Ferries used Kapture CX to centralize bookings, automate customer service, and manage the full booking lifecycle. The solution enabled faster booking modifications and real-time updates for travelers. M2M Ferries now delivers a smoother, more reliable travel experience for its customers.
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Anteraja used Kapture CX to centralize all customer support channels into one platform. This move eliminated the need for multiple... disconnected tools and cut technology costs. The company improved operational efficiency by streamlining workflows and reducing manual processes. Real-time dashboards helped Anteraja monitor performance and scale as demand grew. Kapture CX’s support team ensured smooth onboarding and ongoing innovation. Anteraja is now more agile and ready for future growth in logistics.
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Kapture CX helped Lifecell boost agent efficiency by 50% and cut repeat customer queries by 30%. Lifecell unified support across... diagnostics, biologics, stem cell banking, and wound care. The onboarding took just one week for all divisions. Agents now use a single dashboard for faster, more consistent customer service. Lifecell improved customer satisfaction and scaled support operations with Kapture CX.
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Kapture CX helped Netmeds cut average handling time by 50%. The platform unified customer support across email, chat, and social... media. Netmeds achieved 70% first-contact resolution and improved data security with ISO 27001, HIPAA, and GDPR compliance. Customized workflows supported complex SKU management. Netmeds gained higher NPS and stronger customer trust in India's e-pharma sector.
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Kapture CX helped Lifecell boost agent efficiency by 50%. The company unified customer support across diagnostics, biologics, stem cell banking,... and wound care. Lifecell saw a 30% drop in repeat customer queries. Onboarding was completed in just one week across all divisions. Agents now use a single dashboard for faster, more consistent service. Customer satisfaction improved with better data access and streamlined support.
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Kapture CX helped Netmeds cut average handling time by 50%. The platform unified customer support across email, chat, and social... media. Netmeds improved first-contact resolution to 70%. Kapture CX enabled secure, compliant handling of patient data. Custom workflows matched Netmeds’ complex needs. Netmeds achieved one of the highest NPS scores in India’s e-pharma sector.
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