How Hamilton Made Support 3x Faster with Kapture CX

Hamilton’s rapid growth and expanding product diversity meant customer queries were pouring in faster than ever, across calls, emails, chats, mobile apps, and web portals. But those channels didn’t talk to each other, and the gap between growth and support capacity was starting to show.

Partnering with Kapture CX closed that gap. A single unified platform brought every channel into one view, automated the manual work behind the scenes, and gave agents the context they needed when a query came in, turning fragmented support into fast, consistent service that could keep pace with Hamilton’s growth.

“Partnering with Kapture has enabled us to streamline our support operations and deliver faster, more consistent service across all touchpoints. The improved ticket resolution rate and AHT shows the strength of this collaboration and our commitment to elevating the CX game.”

Challenges

Disjointed Systems Across Channels Customer interactions were spread across various platforms with no unified view. This made it difficult for support teams to manage workloads or deliver seamless service, especially when switching between tools.

Manual Workflows Delaying Responses Ticket creation, call tracking, and query resolution were managed through separate systems, often relying on manual input. This not only slowed down support but created the risk of missed follow-ups.

Low Automation & Limited Visibility Without automation or real-time dashboards, agents were burdened with repetitive tasks and supervisors lacked data to plan resources or monitor SLA adherence effectively.

Agent Strain and Turnover Overwhelmed by repetitive manual work and inconsistent SLA performance, support agents faced rising burnout. Over time, this fed into higher attrition on the team, adding staffing pressure on top of the operational one.

“Kapture as a product is integrated. It gives us presence across every channel, makes agents more efficient and allows insights and decision-making to happen at the right time. I have more confident agents, morale is high, and governance is in control. And that shows up in happier consumers.”

Solutions

Unified Ticketing Across Channels Kapture CX centralized all customer queries including calls, WhatsApp, emails, apps, and web forms into a single omnichannel dashboard. This ensured that every interaction created a ticket, with tracking and categorization built-in.

Automated Call Support Integration Every inbound and outbound call is now logged and linked to a ticket in real-time. Agents receive relevant customer context as soon as they pick up a call, allowing them to respond efficiently and accurately.

WhatsApp AI Agent and Self-Service Options Hamilton deployed a branded WhatsApp AI agent for quick access to support services like warranty registration, product selection, status tracking, and complaint resolution. This reduced agent load while improving the user experience.

Complaints Management Portal Customers can now raise and monitor complaints, register warranties, and check updates through a digital portal, improving transparency and support accessibility.

Results and Benefits

Kapture CX brought in automation, agent assist tools, and omnichannel consolidation, resulting in a remarkable improvement in Hamilton’s support operations.

Lower Average Handling Time
AHT dropped by 68%, making support resolutions roughly 3x faster and freeing agents to handle more queries without adding headcount.

Higher Resolution Rates Across Channels
Hamilton resolves 99% of tickets across every channel, with 93% closed well within SLA.

Substantial Improvement in First-Time Resolution
47% of tickets get solved on the first interaction, with no callbacks or repeat tickets.

Smarter Channel Mix
Phone calls drive 72.5% of support volume, now backed by automated routing, ticketing, and real-time context. Email accounts for 15%, handling the more complex, structured queries.

Faster Time to Value
Results showed up within 60 to 90 days: better ticket visibility, stronger SLA adherence, and faster responses, with efficiency and CSAT climbing further as adoption matured.

Rising Customer Satisfaction
Faster, more consistent service across every channel is showing up directly in Hamilton’s CSAT scores.

By integrating Kapture CX, Hamilton has redefined what scalable, modern support looks like in the consumer goods space. The platform now powers Hamilton’s end-to-end service ecosystem, driving efficiency, accelerating resolutions, and ensuring customers receive support that’s as reliable as the products themselves.

It’s the kind of shift that gets noticed. Uday Bhosale, Hamilton’s Head of CX & Service, was named a CX Leader in Trescon’s Top 100 CX Leaders in India at the World CX Summit & Awards. It’s a fitting recognition for the person steering Hamilton’s CX function through its most transformative chapter yet, one Kapture has been proud to be part of.

“Partnering with Kapture has enabled us to streamline our support operations and deliver faster, more consistent service across all touchpoints. The improved ticket resolution rate and AHT shows the strength of this collaboration and our commitment to elevating the CX game.”

Looking Ahead

Hamilton’s next focus is on strengthening self-service, improving first-contact resolution, and building more proactive customer engagement, with particular attention to its Product Warranty and D2C channels. Kapture will continue supporting that roadmap through its automation, omnichannel, and analytics capabilities as Hamilton scales.