How Kape orchestrates at speed to focus on customers: 60x faster security reviews, 80% less effort for customer requests

Kape is a leading privacy-first digital security software provider offering a suite of solutions and expert advice to protect consumers’ digital lives. Kape helps 7 million customers around the world enjoy a private and secure digital life, with complete online autonomy.

Meet Dilip Jayakumar, Head of IT at Kape Technologies. He is responsible for overseeing IT strategy, operations, and management of the corporate infrastructure, systems, endpoints, and apps that the company uses, as well as the internal processes that empower the employees to collaborate efficiently and deliver a world-class product to its customers.

With Kape rapidly growing and operating various security and privacy brands, IT’s goal is to automate as many workflows as possible to enhance employee experience, gain better visibility over end-to-end processes involving disparate systems or apps, and free up time to focus on more value-adding activities.

Kape started its journey with Workato in 2021 to automate its security investigations. The team had been using Splunk to monitor potential security breaches, but the manual process of investigating each alert, including false positives, was unsustainable as the company grew. With a rapidly scaling business, data security became increasingly crucial, and the team needed an efficient solution that would allow them to focus on actual threats, not just false alarms.

As the company expanded, other areas of inefficiency came to light. The team struggled with quarterly periodic user account reviews across more than 20 different apps, including those not integrated with Okta. This could take three months to complete. The Customer Success (CS) team also found themselves constantly switching between various applications to manage customer requests, leading to reduced focus on high-value customer interactions.

The first step in Kape Technologies’ transformation was to automate security alerts using Splunk, Okta, and Workbot for Slack. When an alert is triggered, Workbot routes it to the relevant employee, who confirms whether they made the change in data. This elegant but effective workflow allowed the security team to quickly filter out false positives and focus on actual threats, significantly reducing time spent on low-value tasks.

Next, Kape Technologies leveraged Workato to monitor user accounts daily, even in real time.The platform now pulls data daily from all connected apps, removing inactive accounts and identifying any that are not present in Okta but are found in the SaaS app. Such proactive daily review replaced a time-consuming quarterly manual process, saving weeks of work and improving Kape's security posture by reducing the window for potential account abuse.

For the CS team, Workato seamlessly integrates multiple systems so that customer requests can be processed much faster. Previously, CS agents had to switch between multiple systems and perform up to 10 manual steps to process a single customer request. With Workato, the reimagined process allows agents to process a request in just two steps. Starting with Zendesk, Workato automates every intermediate step required on the marketing apps, and even concludes the workflow on Zendesk. This gives Kape’s CS agents more time to focus on customer engagement and satisfaction.

The automation of user account reviews and customer success workflows has freed up significant time for both IT and CS teams to focus on strategic tasks and customer interactions.

What could once take IT three months to complete now happens daily with Workato, resulting in real-time monitoring of inactive accounts and enhanced security. 

By integrating Workato with Zendesk and marketing apps, Kape Technologies was able to streamline the CS process, with 80% less steps required. This saves significant time for their agents and enables better customer outcomes.

As Kape scales further, Workato’s role is expanding to redefine the way the company delivers one of the industry's most comprehensive VPN server coverage offerings. This requires managing a fleet of servers in 105 countries and three different VPN brands to ensure users have a wide range of server choices, features, adequate bandwidth, and good speed. 

Armed with Workato, the company is exploring ways to standardize processes across different teams and countries, using Workato to synchronize data and ensure consistent communication across all channels.

By automating key workflows and eliminating inefficiencies, Kape Technologies can focus on what matters most—delivering an exceptional service experience to their users powered by a secure, scalable, and resilient infrastructure.