Kapture, a SaaS-based customer experience platform, has recently announced the expansion of its services with client acquisition across South East Asian (SEA) markets. The platform has adopted a country-by-country approach basis the needs of the markets and focused verticals.

Kapture has formulated strategic expansion plans after making inroads in Indonesia with the incorporation of a separate entity. Currently, it has a proficient sales team in the country that the platform is planning to double down and foresee similar headcounts in newly captured SEA markets. 

In addition, the platform is expanding its customer base in the Philippines and focusing on core market development activities across Thailand, Vietnam and Malaysia, planned for expansion in the fourth quarter of the financial year 2024 (FY24).

“We are extremely bullish on Kapture as well as its entry into SEA beginning with Indonesia. Our technology and platform have been validated across sectors in India and we are excited to see similarities in need and growth opportunities in our neighboring SEA markets. SEA along with India are driving global growth and we hope to be a key enabler in this,” said Sheshgiri Kamath, co-founder and chief executive officer (CEO) of Kapture CX.

The pandemic pushed digital adoption across the globe, shifting the focus of modern and traditional enterprises to look at CX in a more serious way. SEA has a greater similarity to India in terms of the majority of online users, GDP (gross domestic product) per capita, aspirations and technology adoption. 

The platform with its robust technology tools has solved several CX-related concerns for the digital-first companies in India and is easily replicable in the international markets. These markets are yearning for a more industry vertical-focused solution for sectors such as retail, consumer durables, BFSI (banking, finance services and insurance) and travel.

“Companies in SEA are always struggling in giving better CX in the market. Within industry 4.0, CX is becoming more complex and very critical for all industries. Kapture, having successfully established itself as a leader in multiple vertical industries, will help companies in SEA integrate all their data and give context to every communication between companies and customers,” observed Budi Mulia, head of SEA at Kapture.

Kapture claims that it is growing profitably and sustainably and has been recording a 100 per cent year-on-year growth over the last two years. It expects the SEA market to contribute between a quarter and a third of its total revenue in the next 24 months.

Kapture CX is deployed by more than 1000 customers worldwide across 18 countries. It caters to industries like e-commerce, internet companies, real estate, hotel, travel, cruise line, airlines, pharmaceuticals and medical equipment and is gradually adding newer industries and verticals to its portfolio. The platform projects to move on an exponential growth trajectory with a similar rate of adoption by customers across SEA markets.