Lifecell Transforms Healthcare Support with Kapture CX

Situation Overview:

As Lifecell diversified its offerings across diagnostics, biologics, stem cell banking, and wound care, the company faced the challenge of managing customer queries from multiple segments.

Customer service operations were fragmented, with different teams handling queries in silos. This created inefficiencies, delayed responses, and limited visibility across customer touchpoints.

Recognizing the need for a unified and scalable customer support platform, Lifecell partnered with Kapture CX to modernize its customer experience operations.

Challenges

• Fragmented Service Across Divisions
  With multiple business units and customer segments, agents lacked a single source of truth, leading to disconnected interactions and inconsistencies.
• Slow Response Times & Repeat Queries
  Without centralized systems and automation, agents had difficulty resolving issues quickly, resulting in a higher volume of repeat queries and longer resolution cycles.
• Scaling Across Multiple Business Units
  As Lifecell continued to grow, it needed a solution that could unify support operations across diagnostics, biologics, stem cell banking, and wound care without disrupting ongoing operations.

Solution

• Seamless Omnichannel Integration
  Kapture CX consolidated customer interactions into one unified dashboard, giving agents complete visibility and enabling consistent, efficient support across all divisions.
• Fast & Efficient Onboarding
  Within just one week, Kapture CX was integrated into Lifecell’s systems. Dedicated project managers ensured quick adoption by understanding Lifecell’s complex business structure and providing tailored implementation.
• Empowering Agents with Unified Data
  By integrating all customer information into a single platform, agents were able to access data instantly, resolve queries faster, and adopt a more customer-centric, data-driven approach.

Impact

• Efficiency Boost
  Operational efficiency improved by 50% as agents could manage and resolve queries faster with unified data access.
• Reduction in Repeat Queries
  With better visibility and faster resolutions, the number of repeat customer issues dropped by 30%, improving overall satisfaction.
• Seamless Scaling Across Divisions
  From diagnostics to wound care, every division now operates on Kapture CX –  ensuring consistent and connected customer experiences.
• Empowered Agents, Happier Customers
  Agents now feel more confident, data-driven, and customer-focused, which has translated into better customer satisfaction and stakeholder confidence.

Unifying Healthcare Experiences with Kapture CX

Lifecell’s partnership with Kapture CX reflects its vision to unify customer experiences across all healthcare verticals. By empowering agents, integrating operations, and delivering faster, smarter service, Lifecell continues to strengthen its leadership in healthcare innovation – while putting customers at the heart of every interaction.

Elevate your customer experience with Kapture CX. Book a personalized demo and discover how modern customer service automation can transform your business.