Commercial Overview for

ABOUT Bajaj Finance

Bajaj Finance Limited (BFL) a subsidiary of Bajaj Finserv, is an Indian non-banking financial company headquartered in Pune.[6][7] It is one of
the leading non-banking financial companies (NBFCs) of India with a customer base of 73 million and holds assets under
management worth ₹270,050 crore (US$34 billion).[8]
As per the 2023 list of NBFCs issued by the Reserve Bank of India, Bajaj Finance Limited holds the second position in the upper layer based on
scale-based regulation guidelines.

Total Revenue: INR 35686.57 CR (Mar23)

Product Portfolio
1. Consumer Finance
2. SME Finance
3. Commercial Lending
4. Vendor Financing
5. Rural Lending
6. Investment
7. Partnerships & Services
 MISSION STATEMENT

To enable and empower Bajaj Finserv’s User (Customers/Employees)

ecosystem (Operations Team, sales team channel partners and Customers) by
helping them to adopt Salesforce CRM and improve their performance &
productivity.
 Salesforce for Bajaj Finance
Bajaj Finance Limited has automated lending processes with Salesforce technology to make it faster for customers seeking
financial support for various needs.
The company guides customers interested in loans through a digitised process of pre-qualification, verification, underwriting,
credit decisioning, and customer onboarding. It has integrated Salesforce with 40 internal and external databases at the back end
to ensure quick, seamless verifications.
BFL vice president for Technology and Digital, Rajendra Bisht, said they could consolidate customer and loan data from multiple
sources to make credit decisioning faster and more accurate.
Apart from optimising processes, Bisht said there was also "considerable" cost-savings, and improved productivity.
The company has been able to reduce the loan processing time by 25 percent and also save 40-50 percent of the costs involved in
credit decisioning.

Total AOV for SFDC: INR 300 Cr (.5% of total Revenue)

SFDC offering: Customer 360 (Sales Cloud, Service Cloud, Marketing Cloud, Platform, Partner Community)

Current Users on SFDC: Sales: 1800 | Service (outsourced): 1200 | Marketing: 150 | Operations: 300 | Partners: 10000+
 Introduction

Whatfix is a digital adoption platform (DAP) and a software application that helps businesses and
organizations improve user onboarding, training, and software adoption. It provides interactive, in-app
guidance to assist users in understanding and effectively using software applications and websites. Whatfix
offers features such as interactive walkthroughs, pop-up tips, self-help resources, and analytics to enhance
the user experience.
By creating step-by-step guides and interactive content, Whatfix simplifies complex software applications,
streamlines employee onboarding, and ensures users can perform tasks efficiently. It's commonly used to
boost productivity, reduce support requests, and enhance the overall user experience within various digital
environments, including business applications, websites, and mobile apps.
KEY RECOGNITIONS
 VALUE PROPOSITION
1.Employee Onboarding and Training:
Whatfix can create interactive walkthroughs and guides for new employees, ensuring a smooth onboarding process. It can also provide ongoing
training support, helping employees learn and adopt new software and processes efficiently.
2.Complex Software and Applications:
BFL employees use SFDC and other complex software applications. Whatfix simplifies these applications through step-by-step guidance, reducing
the learning curve and making them more user-friendly.
3.Process Standardization:
Whatfix ensures that all employees follow standardized processes by guiding them through workflows. This reduces errors and improves
compliance with industry regulations.
4.Compliance and Regulatory Training:
BFL as a NBFC must adhere to strict regulatory requirements. Whatfix helps ensure that employees are well-informed about these regulations
and can follow the necessary procedures.
5.Customer Service and Support:
In the finance sector, customer service is paramount. Whatfix assists customer service representatives by providing real-time, on-screen
guidance, enabling them to provide better and faster support to customers.
6.Enhancing Sales Effectiveness:
For sales teams, Whatfix can create guided selling playbooks, helping them navigate complex financial products, generate accurate quotes, and
close deals more efficiently.
7.Customer Self-Service:
Whatfix can help BFL by providing self-service options to it’s customers using various applications or web apps and web pages. Interactive guides
can assist customers in carrying out various transactions, such as opening FD, filing claims, or managing their investments.
8.Reducing Errors and Rework:
Whatfix's guidance ensures that employees perform tasks accurately from the first attempt, reducing costly errors and rework.
 VALUE PROPOSITION
9.Mobile Workforce Enablement:
With the growing trend of remote and mobile engagement for BFL, Whatfix ensures that both employees and Customers have access to
necessary information and processes on their mobile devices, increasing efficiency and responsiveness.
10.Analytics and Data Utilization:
Whatfix provides analytics to BFL, helping them understand how their employees and customers are using digital tools. This data can inform
decisions about where further guidance or improvement is needed.
11.Quick and Scalable Implementation:
Whatfix can be rapidly implemented, allowing BFL to see quick results. It's also scalable, accommodating the needs of large and distributed
workforces.
12.Cost Reduction and Efficiency:
By reducing the time required for training, minimizing errors, and improving the customer experience, Whatfix helps BFL to reduce operational
costs and increase overall efficiency.
13.Personalization and Customer Engagement:
Whatfix allows BFL to create personalized experiences for customers, enhancing engagement and loyalty.
14.Change Management and Innovation Adoption:
When BFL implements new technologies or processes, Whatfix can facilitate smooth transitions by guiding employees through the changes.

By addressing these challenges, Whatfix can significantly improve adoption and user proficiency for BFL, leading to enhanced employee
productivity, improved customer experiences, and a competitive advantage in the industry.
 Whatfix Business Impact Matrix

Employee Support Queries Training Content Creation

Productivity Reduce upto Cost
Accelerate upto Reduce upto
45- 60%
25-37% 50-84%

Proficiency of a New Knowledge Discovery Time App Launch to a New

Employee Reduce upto Business Unit
Faster time Upto Reduce upto
25-30%
2.5-3X 25-30%