Lifecell Elevates Customer Experience and Empowers Agents with Kapture CX

India, September 11, 2025: Lifecell, a leading healthcare and biotechnology company, has implemented Kapture CX’s Customer Service Automation Platform to modernize and unify its customer support operations. With services spanning stem cell banking, diagnostics, biologics, and wound care, Lifecell serves millions of families across India and continues to expand its healthcare portfolio.

To manage growing customer volumes across divisions, Lifecell adopted Kapture CX’s Agent Workspace unified platform that consolidates interactions from calls, social media, email, app reviews, and chat. Agents now have centralized access to customer data, ticket histories, and real-time information, enabling faster resolutions, reduced response times, and consistent service delivery across channels. Automated ticket assignment, escalation workflows, and performance tracking have further improved efficiency and service quality.

Since implementation, Lifecell has experienced significant improvements in service delivery and customer satisfaction metrics. The platform has also scaled seamlessly across multiple business units, ensuring continuity and consistency in customer engagement.

Shirley Matilda, Product Tech & Product Management Leader at Lifecell, said:
“Initially, we onboarded Kapture for one of our divisions and the results were immediate and measurable. Efficiency improved by 50% and repeat queries dropped by 30%. Based on this success, we extended Kapture across all our divisions. The implementation was smooth, and our agents now have the tools and data they need to deliver exceptional customer experiences.”

With Kapture CX at the core of its support operations, Lifecell is positioned to streamline customer engagement across healthcare verticals, strengthen satisfaction, and reinforce its commitment to delivering innovative and patient-focused solutions.

About Kapture CX

Kapture is an enterprise-grade AI powered Omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Seona Shaji

Content Marketer

enquiries@kapture.cx