Situation Overview:

As an award-winning fintech brand experiencing rapid growth, Progcap faced mounting challenges in managing customer service at scale. Before partnering with Kapture CX, the company was managing 6,500+ WhatsApp groups for customer interactions resulting in fragmented communication, low visibility, and inconsistent service delivery.

Recognizing that delivering exceptional customer experience was critical to sustaining growth, Progcap sought an integrated CRM and omnichannel solution to centralize interactions, enhance transparency, and boost agent productivity.

Challenges

• Disconnected Communication Channels – Customer interactions were scattered across thousands of WhatsApp groups, making it impossible to monitor service quality, measure performance, or respond consistently.
• Lack of Real-Time Visibility – The leadership team lacked the ability to oversee customer conversations and agent responses in real time, creating gaps in service delivery and accountability.
• Inconsistent Support Experience – Without a centralized CRM, customers received varying levels of support, and the company struggled to manage query volumes effectively as daily operations scaled.

Solution

• Omnichannel Customer Engagement – Kapture CX brought all customer interactions across WhatsApp, Facebook, Twitter, calls, and web chat onto a single, unified platform. This provided Progcap’s teams with full visibility into every customer touchpoint.
• Streamlined CRM for B2B Operations – The easy-to-implement CRM allowed Progcap to manage 15,000–20,000 monthly queries efficiently while improving agent productivity, response consistency, and service delivery.
• Real-Time Insights & Automation – Kapture CX enabled real-time monitoring, simplified reporting, and automation of routine processes, allowing agents to focus on meaningful customer engagement.
• Dedicated Support & Fast Issue Resolution – Progcap benefited from Kapture’s dedicated SPOC (Single Point of Contact) support model, which ensured that any issues were resolved quickly and without the frustration of ticketing queues common with traditional SaaS vendors.

Impact

• Centralized, Scalable Customer Service – Progcap successfully transitioned from managing thousands of isolated conversations to a single platform, improving both customer experience and internal efficiency.
• Strong Customer Satisfaction – The company achieved an impressive 4.2 CSAT score (out of 5), reflecting its passion for delivering exceptional service.
• Faster Resolutions and Improved Productivity – With a 70% first-contact resolution rate, Progcap significantly enhanced service speed and quality, even for complex, invoice-related queries.
• Seamless Collaboration and Continuous Improvement – Progcap experienced smooth onboarding, responsive support, and proactive engagement from Kapture’s team including direct feedback loops with the founders’ office ensuring ongoing optimization and alignment with evolving needs.

Empowering Financial Inclusion with Seamless CX

With Kapture CX, Progcap successfully scaled its customer service operations to match its rapid business growth while ensuring that every retailer, distributor, and merchant receives the timely, personalized support they need to thrive.

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

Situation Overview:

As one of Indonesia’s fastest-growing logistics providers, Anteraja faced increasing operational complexity and rising costs. The use of multiple disconnected digital tools for customer service, communication, and internal coordination led to inefficiencies, higher expenses, and challenges in maintaining consistent service quality. To overcome these hurdles, Anteraja partnered with Kapture CX to centralize its customer support operations, simplify processes, and reduce overhead without compromising on customer satisfaction.

Challenges

• Disconnected Systems and High Costs – Operating with various unrelated software products led to duplicate efforts, increased subscription costs, and fragmented communication across teams.
• Inefficient Customer Support – The absence of a unified platform made it difficult to streamline service delivery, manage queries effectively, or provide a consistent experience to customers.
• Lack of Scalability and Real-Time Oversight – As operations grew, Anteraja needed a solution that could scale easily, offer real-time visibility, and reduce dependency on multiple costly tools.

Solution

• Centralized Customer Support Platform – Kapture CX brought all customer interactions across calls, chats, emails, and social media into a single, integrated system. This consolidation eliminated the need for multiple disconnected products and simplified team workflows.
• Improved Cost Efficiency – By replacing several standalone tools with Kapture CX’s comprehensive feature set, Anteraja significantly reduced operational expenses while maintaining high service standards.
• Real-Time Monitoring and Scalability – Kapture’s customizable dashboards and reporting capabilities allowed Anteraja to monitor performance in real time, optimize operations, and scale effortlessly as customer demand grew.
• Responsive Support and Continuous Innovation – Kapture’s dedicated support team ensured smooth onboarding, quick resolutions, and ongoing system enhancements keeping Anteraja at the forefront of logistics innovation.

Impact

• Cost Savings through Platform Consolidation – By unifying multiple tools under Kapture CX, Anteraja reduced its technology costs and simplified day-to-day operations making the business leaner and more agile.
• Increased Operational Efficiency – With all service channels and data centralized, Anteraja’s teams became more efficient, with faster turnaround times and fewer manual processes.
• Future-Ready Customer Support – The flexibility and continuous innovation offered by Kapture CX ensured that Anteraja could meet evolving customer expectations and stay aligned with industry trends.

With Kapture CX, Anteraja transformed its customer service operations, optimized costs, and positioned itself for sustainable growth in Indonesia’s competitive logistics market.

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

Situation Overview:

Akshayakalpa’s mission to support rural livelihoods while providing premium organic dairy products required not only operational excellence on the farm but also exceptional customer engagement and service delivery. With customer interactions happening across multiple touchpoints such as social media, inbound calls, and digital channels, the organization faced challenges in gaining a unified view of its customers and responding to their needs effectively. The lack of integration across these touchpoints made it difficult to ensure a consistent and high-quality customer experience. To overcome this, Akshayakalpa partnered with Kapture CX to centralize and streamline its customer service operations.

Challenges

• Fragmented Customer Communication – Customer interactions were scattered across platforms like Facebook, Twitter, YouTube, and inbound call systems, making it difficult to track, manage, and respond in a timely manner.
• Limited Customer Visibility – Without a single consolidated view of each customer’s journey, Akshayakalpa found it challenging to personalize responses or gain meaningful insights into customer needs and concerns.
• Rapid Migration Needs – Facing service issues with their previous platform, Akshayakalpa needed to quickly migrate over 12,000 active customers to a new system without disrupting ongoing operations or service quality.

Solution

• Unified Omnichannel Customer Support – Kapture CX enabled Akshayakalpa to bring together all customer touchpoints across social media, calls, and digital channels onto a single platform, providing a complete 360° view of every customer.
• Streamlined Call Management – By integrating inbound call management with digital interactions, Kapture CX helped Akshayakalpa eliminate information silos, allowing agents to deliver faster and more informed resolutions.
• Rapid Platform Migration – Kapture CX’s implementation team facilitated the seamless migration of 12,000+ customer records in just three days, ensuring business continuity and uninterrupted customer support.

Impact

• Centralized Customer Engagement – Akshayakalpa now manages all customer interactions in one place, enabling the team to listen, respond, and resolve issues consistently across channels.
• Faster and More Informed Support – With full customer histories available instantly, service teams handle queries more efficiently, enhancing customer trust and satisfaction.
• Scalable, Future-Ready Operations – Kapture CX laid the foundation for Akshayakalpa to scale its customer service as its business grows, with ongoing opportunities to deepen engagement and improve responsiveness.

Enabling Purpose-Driven Growth with Kapture CX

By adopting Kapture CX, Akshayakalpa not only streamlined its customer service but also strengthened its mission of building profitable, sustainable farming communities. With every interaction now centralized and every customer voice heard, Akshayakalpa continues to deliver on its promise of excellence, care, and sustainability.

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