Brands
The Bear House onboards Kapture CX to streamline customer support
Mumbai: The Bear House, a menswear brand turned e-commerce success, has recently adopted Kapture CX, a Gen AI-powered customer support automation platform. The brand intends to utilise Kapture’s omnichannel capabilities, user-friendly interface, and efficient ticket management to enhance customer experience.
The Bear House has redefined menswear essentials by combining premium quality with urban luxe aesthetics. In 2023-2024, the brand achieved 175 per cent sales growth. To support this growth, The Bear House integrated Kapture CX to address issues with its previous third-party support system, such as limited access, low visibility into past tickets and customer history, and inefficient operations.
Delighted with the integration, The Bear House co-founder Harsh Somaiya said, “At The Bear House, our commitment has always been to provide exceptional experiences to our customers, both through our products and our service. By partnering with Kapture CX, we’re taking a significant step forward in ensuring that our customer support is as elevated and seamless as our brand. The intuitive design and robust capabilities of Kapture CX will allow us to better manage our customer interactions, ensuring that every query is handled with the attention and efficiency it deserves. We’re excited about the positive impact this will have on our customer relationships and our continued growth.”
As The Bear House moves on an international and domestic expansion spree, it will continue to witness a surge in customer interactions, queries and concerns across multiple touchpoints. Kapture CX’s intuitive user interface can prove to be a game-changer in enhancing its usability significantly as compared to other conventional support systems.
Kapture CX CRO Gaurav Juneja commented, “We’re proud to add The Bear House, a fast-growing brand, to our portfolio of successful retail and eCommerce partnerships. Our experience in transforming customer support for leading brands enabled us to streamline and automate their operations with unmatched speed. What typically takes 30 days or more, we accomplished in less than a week—setting a new gold standard and exceeding their expectations. We deeply value their trust and are committed to delivering an exceptional experience that supports their continued growth.”
The Bear House, receiving customer feedback and queries through various channels, recognized the need for an automated support system with strong omnichannel capabilities, covering social media, inbound communications, and other channels, all managed from a unified dashboard.
Additionally, Kapture CX simplifies the ticket management process, which prompted The Bear House to switch from its third-party support system. Its user-friendly interface also eases the training of new agents, enabling faster onboarding and adaptation.
Focused on innovating the menswear category while considering customer lifestyles and needs, The Bear House has benefited from Kapture CX’s efficient implementation process, which included robust support and personalised demonstrations, leading to a highly satisfactory outcome.
Brands
Devyani International Ltd plans three-subsidiary merger to streamline operations
QSR operator moves to streamline structure and unlock operational synergies
Devyani International is tightening its corporate kitchen. The quick-service restaurant operator has approved a scheme to merge three subsidiaries—Sky Gate Hospitality, Blackvelvet Hospitality and Say Chefs Eatery—into the parent company in a bid to simplify its structure and sharpen operational efficiency.
The decision was cleared at a board meeting on March 10 and disclosed in a regulatory filing to the stock exchanges. The merger will take effect from April 1, 2025, subject to statutory approvals.
All three transferor companies are direct or indirect wholly owned subsidiaries, meaning no fresh shares will be issued and the shareholding pattern of Devyani International will remain unchanged once the scheme is completed.
The subsidiaries together operate more than 100 outlets—including dine-in restaurants and cloud kitchens, spread across over 40 cities such as Delhi NCR, Mumbai, Kolkata and Bengaluru.
Devyani International, the largest franchisee of Yum Brands in India, said the consolidation is aimed at generating operational synergies, optimising resource utilisation and reducing layers within the corporate structure.
Financially, the move brings together businesses of varying scale. As of March 31, 2025, Devyani International reported a net worth of Rs 10,381.02 million and turnover of Rs 33,493.33 million. Sky Gate Hospitality posted a net worth of Rs 761.14 million with turnover of Rs 2,657.57 million, while Blackvelvet Hospitality and Say Chefs Eatery reported smaller operations and negative net worth.
The merger will consolidate these operations under a single corporate umbrella as the company sharpens its focus on scale and efficiency.
Devyani International currently runs more than 2,000 outlets across over 280 cities in India, Nigeria, Nepal and Thailand. Its portfolio includes franchise rights for brands such as Pizza Hut, KFC, Costa Coffee, Tea Live, New York Fries and Sanook Kitchen, alongside its own food brands.
With the paperwork underway and approvals pending, Devyani is essentially clearing the corporate clutter—turning three subsidiaries into one tighter, leaner operation. In the QSR world, even the back office needs a spring clean.
