Hamilton Integrates Kapture CX to Streamline Customer Support and Elevate Customer Experience
Hamilton’s rapid growth and product diversity meant that customer queries poured in from multiple touchpoints calls, emails, chats, mobile apps, and web portals. Prior to integrating Kapture CX, these interactions were fragmented and hard to track, often requiring manual updates and repetitive tasks that slowed down the team. As customer expectations around speed, personalization, and service consistency continue to evolve, Hamilton prioritized the modernization of its support infrastructure. Aiming to unify its operations and automate key processes, the company partnered with Kapture CX to deliver faster, smarter, and more connected customer service.
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.
– Uday BhosaleHead of CX, Hamilton
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.
Solution
- 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 Bot and Self-Service Options
Hamilton deployed a branded WhatsApp bot 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.
While Hamilton boasts a long history as a leading homeware manufacturer, we recognize the critical importance of automation and customer experience in today’s world. We’ve been proactive in our approach to modernization, and the past year has marked a truly transformative 365 days for our company. Kapture has been an invaluable partner.
– Uday BhosaleHead of CX, Hamilton
Results and Benefits
Kapture CX brought in automation, agent assist tools, and omnichannel consolidation — resulting in a remarkable improvement in Hamilton’s support operations.
- Higher Ticket Resolution Rates
Hamilton now resolves nearly 99% of tickets across channels, with 93% of them resolved well within SLA timelines. - Better First-Time Resolution
First-time resolution improved substantially, with 47% of tickets closed during the initial interaction, indicating better systems and empowered agents. - Optimized Channel Usage
A deeper look into channel usage revealed that 72.5% of all support traffic comes via phone calls, which now run on automated routing, ticketing, and context-aware tools. While email represents 15% of volume, it continues to handle complex and structured queries.
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 innovative and reliable as the products themselves.
About
Hamilton is one of India’s leading homeware manufacturers and distributors, with a celebrated portfolio that includes brands like Milton, Spotzero, Treo, Milton Procook, Milton Appliances, and Claro. With over 5 decades of experience through its predecessors and a presence in multiple countries, Hamilton delivers more than 6,800 products designed to bring innovation and convenience into everyday life.
Industry
Consumer Goods / Homeware
Region
India & Global Markets
Website
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