Progcap Redefines Customer Experience and Scales Seamlessly with Kapture CX

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.