Akshayakalpa Transforms Customer Engagement and Service Operations with Kapture CX

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.