India, December 2024: LifeCell International, founded in 2004 in Chennai, is India’s premier healthcare services provider, leveraging advanced technologies such as stem cells & genomics towards addressing the country’s current & future health needs. LifeCell’s Community Banking Program offers the world’s largest repository of ready-to-use access to over 70,000+ matching stem cell units for Indian origin patients seeking a transplant. Moreover, LifeCell intends to make its products and services accessible and affordable to as many people as possible so that the benefit of such technologies isn’t restricted to a select few. Committed to improving health outcomes by providing preventive & definitive diagnoses, LifeCell is working relentlessly to help every child & family live their healthiest lives.
LifeCell has recently integrated with Kapture CX, a leading provider of customer experience solutions to enhance its customer support operations across all channels and optimize its omnichannel ticketing management system.
LifeCell has also launched skincare brand ‘AreoVeda’ which is especially crafted for pregnant women, new moms, and newborns, that shatters existing norms through its uncompromising standards of purity, potency, and safety. It also provides special health investigations for patients seeking discreet self-service offerings from the comfort of their homes through mail-order test kits. The multitude of business units and the customers thereof creates a strong need to integrate Kapture CX to support Lifecell in managing customer interactions across key channels including calls, social media, email, website forms, and more.
As part of the integration, Kapture CX aims to provide a single, unified platform for all customer tickets, eliminating the need to toggle between multiple systems. Kapture integrates with their order management systems and logistics providers to ensure seamless access to critical customer data for faster, more accurate resolutions.
Delighted with the partnership, Mr Pawan, CTO at LifeCell said, “Integrating Kapture CX into our customer support system will significantly contribute to LifeCell’s journey in providing seamless, efficient, and proactive service. We look forward to centralizing our customer data and improved agent productivity whilst emphasising consumers’ responsiveness and the high-quality care they deserve. We look forward to its positive impact on both our customer relationships and business growth.”
Elated with the implementation, Gaurav Juneja, CRO of Kapture CX said, “We are thrilled to partner with LifeCell. This collaboration exemplifies how our tech-first approach and AI-driven systems can transform customer engagement, ensuring that LifeCell continues to lead the way in innovation while enhancing overall customer satisfaction.”
As part of the partnership, the Kapture CX enables proactive customer support, such as addressing abandoned carts to improve revenue generation and lead conversions. Additionally, it includes outbound call support to empower agents to initiate conversations when necessary, enhancing customer outreach and engagement.
Since the integration, LifeCell has been enhancing its visibility into critical customer inquiries through a centralized platform. Moreover, it improves agent efficiency by consolidating workflows into one streamlined system.
Kapture CX has a proven track record in implementing proactive customer support strategies. Their long-term expertise in the healthcare vertical combined with LifeCell’s dedication to better customer experiences will help in fostering loyalty and contributing to the company’s overall revenue growth.
The integration aligns with LifeCell’s growing business needs and expanding global presence. The platform’s adaptability ensures that the company continues to grow while its customer service capabilities remain agile and capable of meeting the evolving needs of its diverse customer base.
