Financial Services Brings Down Costs by 30 Percent
As a leading financial services firm, Bajaj Finance Limited leverages best in class technology to create innovative solutions. This required a real time data analytics and information sharing architecture. After considering several options, the company created a data warehouse and portal solution using Microsoft SQL Server 2008 R2 and Microsoft SharePoint Server 2007 and 2010. Additionally, to boost productivity and give employees access to unified communications, it decided to move to Microsoft Business Productivity Online Standard Suite. In all, the new architecture provides access to business information in real time and helps optimize business decision making. The company is now benefiting from improved communication and collaboration with its customers and partners leading to service productivity. And the move to the new solution has resulted in a 30 percent reduction in costs.
||Using Microsoft solutions we have successfully delivered business productivity by standardizing the data warehouse, portal, messaging and unified communications architecture of our company.
Chief Operations & Technology Officer
Bajaj Finance Limited
Incorporated in 1987, Bajaj Finance Limited is one of the most diversified Non Banking Finance Company (NBFC) in the market catering to more than 5 million customers across the country. Apart from being a well recognized organization, the company holds the highest credit rating of FAAA/Stable for any NBFC in the country today. Its product offerings include Consumer Durable Loans, Personal Loans Cross Sell, Loan Against Property, Small Business Loans, Home Loans, Construction Equipment Loans and Loan Against Securities.
The company has a widespread presence as one of the largest retail financing companies in India, having a network of over 2000+ consumer durable partners serviced through 70+ locations. Its rich experience of over 24 years in consumer finance has delighted over 4.6 million customers.
Bajaj Finance traditionally had a decentralized application architecture model. This was conducive earlier as the company’s business operating model was also decentralized. To derive better controllership it implemented centralized application architecture. However, as the company launched a series of new financial products, it required platforms for centralized data aggregation which would enable management decision making through analytics and modeling.
“What we wanted was a framework to integrate business process information, and analyze and disseminate in real time” says Rajesh K, Chief Risk Officer, Bajaj Finance Limited. “This would not only help in business decision making but also provide a unified access point for all consumer – customers, partners and employees, by aggregating and personalizing information with ease of content contribution and content management.”
Executives also realized that, to foster continued growth, the company had to improve the reliability and scalability of its messaging infrastructure.
To deliver benefits to all stake holders including metrics driven decision making by management, critical information sharing with customers and partners, and to increase communication and collaboration between employees, Bajaj Finance decided to invest into a data warehouse and portal platform along with a messaging and collaboration platform.
||Earlier partners did not have visibility of loan processing stages and payment status. Now, they have real time access to this information as well as quality of portfolio sourced through them, which leads to partner delight and hence more business for us.
Business Head – Sales Finance & Cross Sell
Bajaj Finance Limited
In early July 2009, Bajaj Finance dedicated a three member team with the objective of understanding the plug-n-play and customization capabilities that exist in portal platforms. With a detailed wish-list in hand, the company undertook a review of leading platforms in the market. Following dedicated discussions, evaluation sessions, and site visits, it selected Microsoft platform for its data warehouse and portal architecture.
According to Rakesh Bhatt, Chief Operations & Technology Officer, Bajaj Finance Limited, “We wanted a full-featured business productivity suite. To achieve our objectives, we were looking for a data warehouse solution which would deliver on long term scalability and real-time analytics need of the company. Plus, on information sharing platform side, we wanted a portal architecture which will provide for out-of-box capabilities, is administratively easy to manage and has the ability to develop and launch. To top this up, we were also looking for a messaging and unified communication platform.”
The company implemented its data warehouse and portal architecture using Microsoft SQL Server 2008 R2 and Microsoft SharePoint Server 2007.
It used its internal design and data aggregation expertise to collate business process data from multiple business transaction processing platforms in real-time as well as batch processes using SQL Server Integration Service capabilities. On-line analytical processing was implemented using SQL Server Analysis Services.
The company generates some 200+ reports, KPI’s and dashboards using SQL Server 2008 Reporting Services and distributes them through portals created using Microsoft SharePoint Server.
The portal architecture delivers an information sharing platform in the form of a B2C portal, a B2B portal and a corporate website for customers, partners and public respectively. The self service Customer Portal (B2C) provides an efficient and cost effective model to deliver real time information /service to the large volume of customers. It provides the opportunity to enhance customer experience along with opportunity to cross-sell and up-sell. Overall, it has opened up additional cost effective digital channel to increase cross sell penetration.
On the other hand, the Partner Portal (B2B) provides real time partner engagement details. “Earlier partners did not have visibility of loan processing stages and payment status,” says Devang Mody, Business Head – Sales Finance & Cross Sell, Bajaj Finance Limited. “Now, they have real time access to this information as well as quality of portfolio sourced through them, which leads to partner delight and hence more business for us.”
Another objective for the company was to select on a Greenfield basis the messaging and unified communication platform. And, after evaluating multiple in-premise and cloud architecture platforms, Bajaj Finance chose the Microsoft Business Productivity Online Standard Suite, a cloud-based set of messaging and collaboration tools, delivered as a subscription service. It gives businesses rich capabilities without the need to deploy and maintain software and hardware on-premise.
Bajaj Finance now relies for its 1500+ employees on Exchange Online for email services, including spam filtering, and antivirus protection. Each user gets 25 gigabytes of online storage. They can access the advanced email, calendaring, contact management, and task management features of Exchange Online. Employees also have access to advanced communications capabilities provided by Office Communications Online including instant messaging and PC-to-PC audio and video calling. In addition, Office Live Meeting is allowing employees to hold online meetings with colleagues, customers, and partners in real time and share documents or collaborate virtually.
Avinash Sorte, Head – Digitization, Bajaj Finance Limited, who was responsible for the project roll-out, explains, “With all these capabilities, we have been able to meet our business objectives. A centralized data architecture along with powerful communication and collaboration tools, all work together to deliver a seamless experience.”Benefits
By creating its data warehouse using Microsoft SQL Server, and taking advantage of Microsoft SharePoint Server for all portal needs, Bajaj Finance is enjoying a number of benefits, including gaining access to business information in real time, and business process optimization. Additionally, moving to the Microsoft Business Productivity Online Standard Suite has given the company a sustainable communication and collaboration environment with superior levels of security and reliability. “Using Microsoft solutions we have successfully delivered business productivity by standardizing the data warehouse, portal, messaging and unified communications architecture of our company,” says Rakesh Bhatt.
Saves Significantly on Costs
Earlier for each loan payment a physical Advice in printed form was essential to be sent to their partners. This physical Advice used to take an average of two days to reach. Now, by providing these details on-line, the company saves both on the cost related to Advice printing and also courier. With the implementation of Microsoft SharePoint based portal, the company is saving approximately INR 56 lacs on just courier and printing costs. This is 30 percent of the total costs saved.
Delivers Seamless Customer Experience
Bajaj Finance annually acquires close to 1.5 million customers for an INR 20,000 consumer durable loan. Servicing these customers through a traditional call center channel would have required an investment of running a 200-250 resource call center operations. This would have been an additional cost to the business and also would have led to creating and managing performance metrics of these large numbers of resources. To overcome this challenge the company provided its customers with a secure access to their loan details on a portal where apart for managing their loan account, customers can download loan statement, and also make payment for bounce EMI and loan closure. Today, more than 50 percent of the customers use this facility which has helped in delivering seamless customer experience.
Provides Excellent Cloud Based Exchange Platform
As the company had an opportunity to select a green-field messaging platform, the technology team undertook a detailed evaluation of multiple messaging platforms and also whether to implement an on-premise or cloud based solution. By evaluating and implementing a cloud based Exchange Online solution, the company has achieved excellent control on their costs by using the per-user based model and has been saved of the daily activities of managing and maintaining an on-premise application.
Microsoft Cloud Services
Microsoft offers a complete set of cloud-based solutions to meet business needs, including solutions for advertising, communications (email, meetings), collaboration (document storage, sharing, workflow), business applications (customer resource management, business productivity), data storage and management, and infrastructure services. In addition, customers can take advantage of an entire ecosystem of solution providers and Microsoft partners. For more information, please visit www.microsoft.com/cloud For More Information
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For more information about Bajaj Finance Lending products and services, call +91 20 3040 5031 or visit the website at:
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