Netmeds transforms support operations and builds stronger customer trust with Kapture CX

In pursuit of its mission to offer “convenient and affordable access to everyday medicines for the people of India,” Netmeds.com faced several critical challenges. The company needed a solution that could ensure the privacy and security of sensitive patient data, unify customer interactions across diverse communication channels, and deliver customized workflows that aligned with their complex operational needs without disrupting existing processes.

Challenges

• Fragmented Customer Interactions: Netmeds was managing customer inquiries across email, social media, and chat each on separate platforms. This fragmentation led to delays, loss of context, and inconsistent support quality.
• Data Security Vulnerabilities: Relying on an open-source CRM, Netmeds struggled to meet stringent requirements for safeguarding confidential patient information, raising compliance and regulatory concerns.
• Rigid, Inefficient Workflows: With over 35,000 SKUs and partnerships with more than 200 manufacturers, Netmeds required highly specialized processes. The limitations of generic CRM workflows hampered operational efficiency and agility.

Solution

• Unified Omnichannel Ticketing: Kapture CX seamlessly consolidated all customer inquiries across email, chat, and social media into a single, unified dashboard. This enabled agents to access complete interaction histories, leading to faster, more consistent responses.
• Customized Workflow Automation: Kapture CX tailored bespoke workflows to accommodate Netmeds’ complex SKU management and prescription handling needs. These automations integrated smoothly with existing systems, minimizing disruption.
• Enhanced Data Security & Compliance: With ISO 27001 certification and adherence to GDPR and HIPAA standards, Kapture CX provided robust data security features, including encrypted PII handling, role-based permissions, and detailed audit trails ensuring patient data confidentiality and regulatory compliance.

Impact

• Higher First-Contact Resolution (FCR): With omnichannel ticketing and full customer context at their fingertips, Netmeds’ support agents now resolve approximately 70% of customer issues in the very first interaction, significantly improving efficiency and satisfaction.
• Significant Reduction in Average Handling Time (AHT): Centralized communication and automated workflows reduced handling time by 50%, enabling quicker resolutions and boosting agent productivity.
• Increased NPS & Customer Trust: These enhancements helped Netmeds achieve one of the highest Net Promoter Scores in India’s e-pharma sector. Bruce Schwack, VP of Customer Success, credits Kapture CX for enabling “one of the highest NPS scores in all of India,” fostering stronger brand loyalty.
• Competitive Edge through Security & Efficiency: By combining ISO 27001, HIPAA, and GDPR compliance with personalized workflows and omnichannel service, Netmeds has carved out a competitive advantage in the crowded e-pharma market thus earning greater customer trust and loyalty.
• Scalable Support Architecture: The scalable nature of Kapture CX powered by AI-driven intelligence, secure processes, and customized workflows positions Netmeds for confident expansion while maintaining exceptional service quality and consistency.

These collective outcomes demonstrate how Kapture CX not only delivered immediate operational improvements for Netmeds but also created lasting strategic value, enhancing brand reputation, customer loyalty, and the company’s ability to scale in India’s dynamic online healthcare landscape.

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