“When it Comes to Product, We Listen to Our Customers”

“When it Comes to Product, We Listen to Our Customers”

Today, latest and innovative technology deployment has become so vital for any size of organizations in order to grow with the changing industry scenario. Enterprises are automating their operations and adopting the advanced technology measures to boost their work efficiency. This change has not came suddenly but it took time and now everything is transforming swiftly. Kapture CRM is one of the market player in the CRM industry that is supporting organizations in accelerating their digital transformation journey with effective measures. We at DT, had an insightful exclusive interaction with Mr. Sheshgiri Kamath, Co-founder & CEO of Kapture CRM. He spoke on the growth of CRM industry, evolving trends, opportunities for market players and their growth roadmap. Read below the excerpts:

Rajeev: How do you see the overall performance of Kapture CRM throughout the CY 2019?

Sheshgiri Kamath: The overall journey is overwhelming. We started off in 2015 and since then we grew 5X over the last 5 years. We wanted to create a simple platform that works efficiently across verticals. The product was very well received by our clients. We rolled out multiple features to make our product better for our customers. We improved our Service module and the clients started loving it. Our clientele increased in these years which also means we got valuable feedback from our clients which helped us improve the product as we moved forward.

In 2019, we launched Kapture One Suite, an integrated platform to manage Call Center, Field Force Automation, and Service Center Management on one platform. Today, 5 years, 500+ customers and 12 countries later, Kapture continues to be the preferred choice of growing enterprises looking for a transformational CRM experience.

Rajeev: What sort of opportunities do you see in the Indian SaaS market in year 2020? What are the current trends in this domain?

Sheshgiri Kamath: The sheer number of enterprises moving from legacy on premise platforms to the cloud is mindboggling. This is a very exciting time for the SaaS industry, especially for players with highly differentiated offerings. AI and omnichannel experience are the 2 things that are dominating the market and we will only see it grow more.

Rajeev: How challenging is the CRM industry? Please brief about your core strategies that help you to find your place in such challenging market landscape.

Sheshgiri Kamath: Signing up our first few clients in the US and international markets was a huge challenge. Being an overseas startup with no feet on street or brand recall, we struggled to get meetings. We tried emails, calls, LinkedIn and what not. However, we kept iterating. Today, 30% of our revenue comes from the U.S. market and we hope to grow it to over 50% in 18 months.

We have a dedicated team which is for implementation to ensure all our customers get excellent support during transition. We don't implement through any channel partners. When it comes to product we listen to our customers. They are the eyes and ears of the business; we are quick in identifying any gaps which they feel can be fulfilled by our system and incorporating them into our system.

Rajeev: How do your R&D team work to keep on developing the future-ready products for your large client base?

Sheshgiri Kamath: We have a team of young and energetic people who come up with new ideas to bridge the gaps and look into product advancement & feature enhancement.

Rajeev: Which are the key sectors whom you are targeting with your CRM solutions?

Sheshgiri Kamath: All customers have different businesses that called for different solutions, this is why we introduced industry specific modules. We introduced CRM solution for industries like Cruise, E-commerce, FMCG, Hotel, Travel and many more.

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