Kape Technologies proves that the optimization of working processes can return company productivity multiple times over. This privacy technology company has entirely reconstituted its operations using the Workato integration platform, significantly improving security investigations and customer success aspects of its business.
The Automation Breakthrough
An international digital security company serving 7 million customers, Kape Technologies found its growth stalled by operational issues. Comprehensive account reviews, manual security investigations, and sophisticated customer requests were dragging its services down.
Security Investigations: Changing Face
Intelligent Alert Management
In their world of many moving parts, Kape designed a streamlined solution, incorporating Splunk, Okta, and Workbot for Slack, to automate the routing of security alerts. This innovation allows security teams to:
- Immediately remove the results of false alarms.
- Focus only on real security threats.
- Reduce time devoted to non-strategic activities around investigations.
New Approach to User Account Reviews
What once required processing three months of data manually now determines trends in real time every day. Kape’s IT team can now:
- Retrieve data from linked applications with no manual effort.
- Delete users who have been inactive for a long time.
- Identify accounts that do not exist in Okta.
- Improve overall security status through regular management.
Customer Success Transformation
The biggest improvements came in handling customer requests. By reimagining workflows with Workato, Kape reduced customer service steps from 10 to just 2, enabling:
- 80% less manual processing.
- Better resolution of customer problems.
- More time for valuable customer engagement.
The Results: Speed and Focus
Kape’s automation strategy delivered remarkable outcomes:
- Security Reviews: 60x faster than traditional methods.
- Customer Requests: 80% fewer manual steps.
- Operational Efficiency: Significant time savings across departments.
An example of this innovation is offered by Kape’s Head of IT, Dilip Jayakumar. He automated the IT department and turned what was once the single cost center of the company into the very hub of revenues through automation.
Looking Forward
Workato remains central to defining processes, integrating data, and enabling communication among teams and regions as Kape continues to expand its VPN server locations to 105 countries.
The Key Takeaway
Today, automation is not only about optimization: it’s also about delighting customers with the best possible experience and incorruptible security.
