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TCS helps Bajaj Finance Limited streamline its business processes, improve operational efficiency and enhance customer experience

In this video, Rakesh Bhatt, COO, Bajaj Finance Limited describes how TCS streamlined BFL’s business functions like sourcing, sales, marketing, collections, file management, and customer service, helping the company process loans and resolve customer queries faster.



Bajaj Finance Limited (BFL) is India’s leading non-banking financial company and the lending arm of the Bajaj Finserv group. Founded in 1987, BFL today caters to nearly 3.4 million customers in 114 cities, with over 7,500 distribution franchises. TCS streamlined BFL’s business functions like sourcing, sales, marketing, collections, file management, and customer service, helping the company process loans and resolve customer queries faster.

Experience results
Risk assessment and mitigation was an area where BFL felt need for competent partner, who has strong domain expertise in BFS market, with a proven track record of building robust processes. Duplicate booking identification and fraud control screening procedures were deployed to mitigate the risk of fraudulent loan applications going through. TCS had shown the flexibility to match up with the business model and the business architecture of Bajaj finance. There is a highly successful program called Kaizen which is run by the quality teams at TCS and Bajaj Finance serv. It had delivered them better business results for month on month.

Experience partnership
An attrition below 20% is actually not seen in an India BPO industry. TCS took it as up a challenge and within three months, an iteration which was hovering around 30’s was below 20%. TCS helped the client achieve and qualify all their processes to CMMI level 3.

Experience leadership
Rakesh says, "Today Bajaj Finance is ranked in the Top 2 non banked financial services in India. I believe that in the three and half years of our relationship with TCS involving the management of extremely critical processes like disbursement, customer service, service call center, sales call center, they have really enabled our business processes helping us achieve this leadership position."