Executive Summary Q3 FY21

Executive summary - Q3 FY21 BAJAJ B FINSERV 35. The Company also plans to partner with 25+ adjunct app ecosystem which have relevant product/services for its customers. These apps will provide adjacency to BFL's core offerings thereby increasing stickiness. 36. The Company plans to roll out the first phase of its business transformation by mid Jul'21. The business transformation oncefully delivered will drive significant velocity gains, reduction in operating costs and significant improvement in customer experience. Customer Experience: The Company's has a stated business strategy of 'acquire and cross sell'. The Company has 46 MM customers as of 31 Dec 2020 and it continues to add 1.8-2.5 MM new customers every quarter. It is imperative for the Company to design its product, processes, technology stack and practices that reduce friction for purchase and post purchase experience of customers. Some of the initiatives taken by the Company in last 2 quarters are as below: 37. Business transformation process will lead to significant enhancements in self service infrastructure for customers resulting in superior experience, greater stickiness and larger share of customer's financial services wallet. 38. As a proactive measure, the Company has appointed an Internal Ombudsman (IO) and has institutionalized a process to strengthen customer grievance redressal mechanism. 39. The Company has invested in centralized call monitoring infrastructure for its outsourced agency network to significantly improve controllership over its outsourced agency network. 40. As a proactive measure, the Company has started to invest in Debt Recovery Agent (DRA) certification for its collections infrastructure. It plans to cover all the agents in next 12-18 months in a phased manner. 41. The Company has a well-established Net promoter score (NPS) methodology to gauge customer experience. As a proactive measure, the Company has now started NPS for its collections processes. 10

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