Investor Presentaiton
Executive summary - Q4 FY21
Customer Experience:
BAJAJ FINANCE LIMITED
The Company has a stated business strategy of 'acquire and cross sell'. The Company has 48.57 MM customers as of 31 March 2021 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. The updates on some of
the initiatives taken by the Company in the last quarter are as below:
17. To strengthen the customer grievance redressal mechanism, the Company has appointed an Internal Ombudsman (10). In Q4, Of
the referred cases, 10 suggested a different set of actions in certain cases which were accordingly actioned.
18. The Company introduced a 'Reparation Policy' in February 2021 to compensate customers for potential financial loss due to service
deficiency. As of 31 March 2021, the Company had compensated 150+ such customers.
19. The Company has a centralized call monitoring infrastructure for its outsourced agency network to significantly improve
controllership over its outsourced agency network. 15-16% of the collection calls were made using this infrastructure in March
2021. The Company is in the process of deploying Al solutions to analyze these calls.
20. The Company has opened dedicated collections service desk across the top 10 branches in Q4 FY21. It is expanding this service to 7
more cities in Q1 FY22.
21. As part of its Debt Recovery Agent (DRA) and Change Agent program (CCA) certification, the Company has trained approximately
6.7K collection agents. It plans to cover all the agents in next 12 months in a phased manner.
22. NPS for collections was started in Q3 FY 21. in Q4 FY21, 7 Lacs customers responded to the NPS survey, with over 97% customers
giving good NPS score.
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