MAM
Health care services provider LifeCell opts for Kapture CX customer service tool
MUMBAI: Health care services provider LifeCell International has signed up with Kapture CX, a provider of customer experience solutions to enhance its customer support operations across all channels and optimise its omnichannel ticketing management system. As a part of the implementation, a single, unified platform for all customer tickets has been built, eliminating the need to toggle between multiple systems.
Kapture CX has also melded with LifeCell’s order management systems and logistics providers to ensure seamless access to critical customer data for faster, more accurate resolutions. Additionally, Kapture CX enables proactive customer support, such as addressing abandoned carts to improve revenue generation, lead conversions, apart from including outbound call support to empower agents to initiate conversations when necessary, enhancing customer outreach and engagement.
LifeCell found it imperative to integrate all its customer support systems as it offers several services and it reasoned that centralising all of these under one customer response system would improve response time.
Among the services LifeCell offers include: a community banking program which has the world’s largest repository of ready-to-use access to over 70,000+ matching stem cell and tissue units for Indian origin patients seeking a transplant; skincare brand AreoVeda targeted at pregnant women, new moms, and new borns and finally, health investigations for patients seeking discreet self-service offerings from the comfort of their homes through mail-order test kits.
“Integrating Kapture CX into our customer support system will significantly contribute to LifeCell’s journey in providing seamless, efficient, and proactive service,” said LifeCell CTO Pawan Singh. “We look forward to centralising our customer data and improved agent productivity whilst emphasising consumers’ responsiveness and the high-quality care they deserve. We look forward to its positive impact on both our customer relationships and business growth.”
Added Kapture CX CRO Gaurav Juneja: “This collaboration exemplifies how our tech-first approach and AI-driven systems can transform customer engagement, ensuring that LifeCell continues to lead the way in innovation while enhancing overall customer satisfaction.”
Brands
Jubilant FoodWorks faces Rs 47.5 crore GST demand, plans appeal
Tax authorities flag alleged misclassification of restaurant services
MUMBAI: Jubilant FoodWorks Limited has landed in a tax tussle after receiving a GST demand of Rs 47.5 crore from the office of the additional commissioner of CGST and central excise in Thane, Maharashtra.
The order, issued under the provisions of the Central Goods and Services Tax Act, 2017, relates to an alleged incorrect classification of certain services under the category of restaurant services. According to the tax authorities, this classification resulted in a short payment of goods and services tax for the period between the financial years 2019-20 and 2021-22.
The demand includes Rs 47.5 crore in GST along with an equal amount as penalty, in addition to applicable interest. The order was received by the company on March 13, 2026.
In a regulatory filing to the BSE Limited and the National Stock Exchange of India Limited, the company said it disagrees with the order and believes its arguments were not adequately considered.
The company is preparing to challenge the decision and plans to file an appeal. It added that once the redressal process is complete, the demand is likely to be dropped.
Despite the sizeable figure attached to the notice, the company said it does not expect any material impact on its financials, operations or other activities.
The disclosure was signed by Suman Hegde, EVP and chief financial officer, who confirmed that the company received the order at 19:06 IST on March 13 and has already initiated steps to contest it.
The development places the quick service restaurant major in the middle of a tax debate that could hinge on how certain restaurant-linked services are classified under GST rules. For now, the company appears ready to take the matter from the tax office to the appeals desk.
