Capillary Technologies looks to tap instant messaging platforms, in talks with WhatsApp

Online customer relationship management (CRM) tools provider Capillary Technologies is looking to tap apps-based instant messaging platforms to help drive their retail businesses. While it is already working with WeChat and Line, it is currently in talks WhatsApp, which is looking to launch its retail app for small businesses in India.

Capillary is also looking to increase its business from the consumer goods segment where it ventured early this year and has got retail giants like Marico and Johnson and Johnson as clients and expects a fifth of revenues from this segment in the coming years.

According to Aneesh Reddy, Co-founder, Capillary Technologies said, “After WeChat, we are working closely with Line and are in talks with WhatsApp for a possible collaboration to provide CRM services”. They have been working with WeChat in China since last year by helping enhance brands engagement with their customers through this platform.

He, however, declined to divulge further details on the WhatsApp deal.

Further, the company, which is majorly into the retail segment, providing CRM tools to large retailers like Walmart, has entered into the consumer goods segment and has been roped in by few large retailers.

“We felt that this was the natural extension of our services as the market size is as big as retail. Hence, we started providing CRM tools for small retailers for companies like Marico and Johnson and Johnson and expect 25% of our revenues from this segment in the next few years,” said Reddy.

As per industry sources, the market size of retail and consumer goods segment are nearly $650 million and $500 million respectively.



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