Prescription for Success Elevating Customer Support at Netmeds.com
With over 7 million satisfied customers across India, Netmeds.com stands as one of India’s most reputable online pharmacies, dedicated to providing high quality medications at affordable prices. Their commitment to the highest ethical pharmacy standards and a customer-centric philosophy have solidified their position as a trusted healthcare partner.
70%
First-Contact Resolution
50%
Average handling time
Situation Overview
In the quest to offer “convenient and affordable access to everyday medicines for the people of India,” Netmeds.com encountered several critical challenges. They were looking for a solution that could ensure the privacy and security of confidential patient data, unify customer voice dispersed across multiple communication channels, and offer necessary workflow customizations to address their unique process requirements with minimal disruption to existing operations.
Kapture CX and we have grown together. We have really empowered each other to be bigger and better.
Bruce Schwack
VP of Customer Success
Challenges
Compromised Data Security
Since Nedmeds.com was relying on an open-source CRM platform, effective handling and safeguarding of confidential patient data proved to be a substantial challenge for them.
Generic Workflows
Netmeds.com needed a solution tailored to address their specific process requirements, rather than embracing a one size-fits-all approach.
Dispersed Customer Queries
Netmeds.com faced an obstacle with its fragmented customer communication, due to the use of distinct support platforms for email and social media queries.
Solution
Faced with the challenge of consolidating customer queries spread across various communication channels, Netmeds.com urgently sought a centralized omnichannel solution. Further, the complexity of managing procurement from over 200 Indian manufacturers and handling digital prescriptions for an extensive 35,000 SKUs, made it imperative for them to shift toa highly customizable support platform. Finally, given the paramount importance of safeguarding sensitive patient data,Netmeds.com pursued a platform that could ensure its utmost security. Their search concluded with the assurance provided by Kapture CX.
Fortified Data Protection
As an ISO 27001-certified entity, offering strict adherence to GDPR and HIPAA regulations, Kapture CX emerged as the perfect ally for Netmeds.com, ensuring the protection of patient data through PII encryption and unwavering confidentiality
Customized Workflows with Kapture CX
Kapture CX extended dedicated support throughout thedeployment, meticulously customizing its platform to preciselyfit Netmeds.com’s unique use case.
Streamlined Omnichannel Ticketing
Kapture CX delivered an all-in-one platform for Netmeds.com, consolidating all customer queries into a single interface for seamless issue resolution.
Benefits Delivered
The Kapture CX implementation delivered substantial improvements to Netmeds.com:
- The most remarkable impact of Kapture CX on Netmeds.com was a substantial increase in their NPS (Net Promoter Score) ratings. As Bruce enthusiastically expressed, “What Kapture CX has done for our business is that it has enabled us to have one of the highest NPS scores in all of India.
- First-Contact Resolution (FCR) skyrocketed by over 70% compared to previous figures, thanks to agents gaining timely access to relevant information, ensuring timely resolutions.
- By consolidating all queries and empowering agents to access critical customer data, the platform facilitated effortless queryresolution, resulting in a remarkable 50% reduction in Average Handling Time (AHT) compared to previous performance.
About Kapture CX
Kapture CX is an Enterprise-grade SaaS-based customer experience management platform, rooted in cutting-edge technology, including Machine Learning and Generative AI. Serving various industries, Kapture CX is helping over 1000+ businesses across 16 countries elevate their customer experiences from average to exceptional, with a strong focus on Retail, BFSI, Travel, and Consumer Durables.
