SaaS

{Startup watch: Kapture CRM} Developing enterprise level CRM solutions using intelligent & contextual software

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This Customer Relationship Management (CRM) software startup is committed to developing the highest standards of CRM solutions for large and medium-sized enterprises using intelligent and contextual software aided deeply by Artificial Intelligence and Machine Learning.

It’s no secret that happy customers are the key to maximising revenue, brand loyalty, and retention rates of businesses. Everyone has had disappointing customer support experiences, primarily because of the lack of context. They might have had to repeat the concerns to support agents in different teams to get a simple resolution for issues.

Customer Relationship Management solutions are designed to solve this problem. It helps enterprises optimise customer data, ticket management, and other core business processes that help deliver seamless customer experiences.

Kapture CRM, a CRM software firm, was established in 2015, on the simple idea of providing a smarter way for businesses to manage customer relationships through a single automated platform. Simply put, their goal is to organise customer information and make it contextually and instantly accessible to all end users at any given time, keeping customer experience at the forefront of it all.

The Tech Panda spoke to Vikas Garg, Co-founder and CTO of Kapture CRM about their startup journey.

Vikas Garg

A growing organisation needs a system like Kapture that supports its growth and adapts to the ever-changing processes

“Customer-first is the approach with which we move forward. It’s not just a statement at Kapture but a practice. We go beyond the feature list to solve customer problems, in a way that we are obsessed with solving customers’ problems. Kapture is built as an extremely agile, scalable, and customisable platform, our state-of-the-art API integration capabilities help our customers build personalised intelligent and contextual interactions with their customers,” he says.

“A growing organisation needs a system like Kapture that supports its growth and adapts to the ever-changing processes. With in-house implementation, account management, and customer support teams, our customers always have a Kapture touchpoint throughout their journey with us. Accountability is what Kapture is known for amongst our customers,” he adds.

What They Do

Kapture OneSuite is a complete and customisable customer service solution that combines the contact center, service center, and field service on a single platform, for all types of businesses.

When you offer a great customer service experience, your customers are far more likely to stick around

“When you offer a great customer service experience, your customers are far more likely to stick around. Today, businesses are more aware of the importance of a great customer support automation platform that is intelligent and contextual. Whether a small business or large conglomerate businesses continue to be demanding, they need a CRM solution that is effective, practical, and delivers results,” says Garg.

He further explains Kaptures’s features, which include the following:

Omnichannel: Kapture has the capability to bring every customer touchpoint to a one-stop solution.

Customisability: No two businesses work in the exact same way. The platform not only adapts to different use cases and complex workflows but also ensures that businesses have the best experience.

API capabilities: A strong API infrastructure is a must. This is why the company keeps on introducing more API integrations for customers to have a one-stop experience. It currently integrates with 1000+ APIs seamlessly.

AI-ML: Predictive analytics, predictive suggestions, learning from existing data, helping decision-makers and users make better decisions and drive better experience is empowered through AI-ML.

“At Kapture we help decision-makers and users make better decisions and offer a better experience,” he says with pride.

Origin & Inspiration

Kapture, formerly known as Adjetter, was co-founded by Garg, Sheshgiri Kamath, and Pearl Tewari in 2011. After receiving positive feedback for the offline automated marketing platform they created in 2011, the founders were inspired to create a standalone software focused solely on improving customer relationships, known today as Kapture CRM with a firm footing in the global SaaS domain.

“There are multiple platforms in the market today which are doing a good job in solving customer support issues. When we started interacting with our clients, we understood that there was a huge gap in customer support and the need of customisations required in the customer facing industry. Moreover, platforms today are very complex to use,” he reminisces.

When we started interacting with our clients, we understood that there was a huge gap in customer support and the need of customisations required in the customer facing industry

“This inspired us in pivoting Kapture from a marketing automation platform to a solution which makes customer support simple again. With R&D Kapture became a customer support automation platform which is highly intelligent and contextual and offers delightful customer experiences,” he adds.

“We saw a much positive response from our customers and today Kapture is a preferred choice of 1000+ businesses in 16 countries,” he says proudly.

The Kapture USP

Garg says that the agility and customisability in Kapture enable the team to work with a plethora of industries across the board, e-commerce, FinTech, consumer durables, medical devices, telecom, pharma, travel to name a few.

We built and continue to build our product based on what the customers want, their feedback, and what takes their process to the next level

“Being a customer-first company has always made us better. We built and continue to build our product based on what the customers want, their feedback, and what takes their process to the next level. We are always ahead of the curve when it comes to our product, be it our technology stack, the AI-ML embedded into the product, intelligence in the system, and also a solid roadmap to make our customers experience the best-in-class, easy-to-use SaaS platform out there,” he says.

Growth Story

Kapture CRM was a part of the 3rd Google Launchpad Accelerator Program. Started as a bootstrap company seven years ago, it is currently deployed by 500 enterprise customers worldwide across 12 countries.

“For SaaS companies the key metric is Annualized Revenue Rate (ARR). We’ve doubled our growth over the last couple years thanks to businesses adopting more efficient and intelligent platforms for improved customer support,” says Garg, who is an IIT Guwahati alumni.

The company is profitable at this scale and is growing at a 75% growth rate year on year.

“The path that we are on is very exciting, we already work with 1000+ customers across 16 geographies now and we are expanding our portfolio rapidly. I have no doubt in Kapture being a globally loved brand that is turning our customer’s vision for their customer interactions into a reality with our bleeding-edge technology,” he predicts for the future.

Navanwita Bora Sachdev

Navanwita is the editor of The Tech Panda who also frequently publishes stories in news outlets such as The Indian Express, Entrepreneur India, and The Business Standard