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Tools that help you manage all your walk-in customer’s queries and requests in an organized and better way.

Kapture is amazing at every brand touchpoint.

Must-have features in service management software.

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Omnichannel support

Omnichannel support refers to providing communication across different channels like chats, calls, social media, etc using a single platform. Customers can communicate with the brand using their preferred channel, this gives them a sense of personalization and increases loyalty toward the company.

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Inventory management

A proper inventory management system will never let your technicians run out of spare parts and other important inventory items. Get alerts about low-running inventory and place orders beforehand. Service center technicians and agents should always be aware of the inventory count to provide the best resolution to the customers.

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Warranty management

The warranty management system informs the agent about the warranty details allowing them to provide the best possible resolution to the customer. This also helps in avoiding fake warranty claims hence saving the company money. A customer with warranty claims is given straight resolutions like a free replacement or repair while others need to be informed about the charges.

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Reporting and analytics

Staying updated with the insights and all the processes going on in your service center is important. Service center management software must have a reporting and analytics tool that can help in analyzing the overall performance of the service center. Performance reports of technicians can be used to evaluate their progress and reward or train them accordingly.

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Automation

The service center management system must come with automated workflows and canned responses to save time for both agents and the customers. Automation helps in eliminating repetitive tasks and gives agents time to handle more complex issues. Kapture comes with an AI-powered agent assistance window that reads the issue referred to by the customer and provides a contextual resolution to the agents.

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Benefits of an efficient Service Center Management system.

The best system gives you the best benefits to your business.
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OMNICHANNEL
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United Query Junction

Switching windows and platforms can be hectic and time-consuming for the agents. Kapture allows your agents to access any information of the customers shared across different service centers on a single dashboard. It deeply integrates with third-party platforms to bring and resolve all the queries to a unified dashboard.

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SMART TICKET ASSINGMENT
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Best agents, Always

Intelligent routing helps your service center give your customers a quick, convenient, personalized, and overall better experience – increasing your customer satisfaction. Kapture smartly assigns the tasks to the most suitable and available technician that increases your service center productivity.

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AUTOMATED WORKFLOWS
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Improved efficiency and productivity

Automated ticket routing saves time by assigning the tasks to the most suitable technician available to take the task. Automatically sends notifications to the customers and updates them about each step of the resolution process. Automated email replies to quickly get back to the customers as soon as they raise a complaint or query.

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FAQs

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What is service center management software?

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The Service Center Management System (SMS) is software intended for use in Service Centers for better and more efficient management processes. The framework of this software is unified, multi-user, online, and modular. Refunds, replacements, and other warranty claims are all handled via service management software. In most cases, the software also allows for the scheduling of on-site professionals as well as the associated billing. Customer management functions include order management and other communication related to the company's relationship.

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Who can use a service center management system?

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Any business that has service centers that repairs or replaces the product according to the most suitable resolution can use a service center management system.

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How many agents can use the service center management system?

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1 or 1000+ we can seamlessly scale according to your requirement.

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Is service center management software easy to implement.

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Sit back and relax! And let our dedicated implementation team make it go live and ready to work for you really fast.

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