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SastaSundarleveragesKaptureCXֱadvancedcapabilitiestoautomateandstreamlinetheircustomer support,hile also ensuring data security and scalability for its groing usernetork.
India, January2025:SastaSundar,alistedhealthtechentityinIndia,ownedby SastaSundarHealthBuddyLimitedactsasabridgebetweenusersandindependent LicensedChemiststoenableuserstoplacetheirenquiry/indent.Recognisedasaone-stop destinationforallhealthcareandwellnessneeds,theplatformhasonboardedKaptureCXto adoptamoreintegratedandunifiedapproachtoaugmentitscustomerexperiencefurther.
Sinceitsinception,SastaSundarhasonboardedover6lakh+customersandanetworkof 200+ licensed chemists (sellers). The platform operates in a dynamic ecosystem that requires efficiency in managing a huge volume of user queries, feedback, and support requests.Tofillthegapsinitsmanualsupportsystem,ithasintegratedKaptureCXasan advancedsolutiontoautomateitsprocesses,streamlinecommunicationandprovide quicker resolutions.
Aspartofthepartnership,KapturewillpowerSastaSundarֱcontactcentrewithits omnichannelticketingdashboardthatwillstreamlineallincominginquiriesviaEmail,Call,Instagram, Facebook, Linkedin, Google Playstore, Apple Playstore and more. Subsequently,thiswillenablethecompanytoscaleitsoperationseffectivelywhilemaintaininghigh satisfaction levels for customers.
Delightedwiththeimplementation,GauravJuneja,CROofKaptureCXsaid,“Wearethrilled topartnerwithSastaSundartotransformtheircustomersupportoperations.Byintegrating ouradvancedCXplatform,welookforwardtoempoweringthecustomersupportteamwithautomationandimprovedvisibilitytodeliverhighlyefficientandpersonalisedsupportacross channels.
Optimisticabouttheimpact,VinayKhaitanofSastaSundarsaid,“AtSastaSundar,webelieve indeliveringexceptionalcustomerexperiencesasacoreofourmission.Integrationof KaptureCXisasignificantsteptowardsautomatingandstreamliningoursupport processes,ensuringfasterresolutionsandamoreunifiedapproachtoaddressingour customers’ and sellers’ needs.”
KaptureCXboastsofaunifiedplatformwhichwillhelpagentsgetmaximumvisibilityby integratingwithcustomerandorderdatainoneplace.Thiswillempoweragentswithall relevantinformationinoneplacethatwillhelpthemdeliverthebestresolutioninallcontexts.
Apartfromthis,customerinquiriescomingthroughemailsoftenresultedinseveral challengesandwereconsideredapainpoint.Thetraditionalcustomersupportsystem lackedvisibilityintohowmanyemailswerecomingin.However,theimplementationofKaptureCXֱcentraliseddashboardprovideddeeperinsightsintoemailtraffic,categorisingeachinquiryintelligentlyandenablingagentstorespondtothem,whichwillimprovetheir FCR significantly..
“OnekeyreasonforchoosingKaptureisthesecurityandprivacyitensuresforourcustomers’data—noneoftheirdataisstoredwithintheKapturetool,providingtop-notchsecurityandreinforcingtrustinourbrand,”heatSastaSundaradded.
KaptureCXhasaproventrackrecordinrevolutionizingthehealthtechindustry’sbehemothslikeTata1MG,Netmedsetc.Tooffermoreholisticsupport,SastaSundarplanstoleverage thesentimentanalysisandvoiceofcustomercapabilitiesinthenearfuturetogetabetter pulse of their user base.
