When we thought of our strategy to achieve the Big Goal, we kept in mind an important element: what strength of our past do we want to carry into the future? Of all our options, one thought resonated across, reflecting in all our outcomes over the course of our existence – Sustainability. It is the legacy that our history has created. This is the outcome of over half a century of work of our parent – the Bajaj Group. Delivered through each business that the Group has ventured into. Anything that we do has to pass through this critical filter. Each of the four drivers of our strategy are built on this core.
More products per customer cannot be achieved by more customers but more satisfied customers. More satisfied our customers, more likely they’ll partner with us for their next big pursuit. More likely, they’ll recommend their family and friends to us. The more our customers recommend us, the less we need to worry on getting new customers. The less we worry on getting new customers the more we’ll focus on existing customers.
In today’s world, innovative thoughts don't need years to become break through realities. Nor do they take years to become a commodity. New news becomes stale over a few hours, new products get duplicated overnight, one of many becomes one of one in days. The point in this is rather simple. The need for continuous change, continuous improvement, continuous reinvention. Reason for us to continue to be better than our previous best. At Bajaj Housing Finance Limited, we call it the Perpetual State of Beta. The strive for improvisation at every stage of our process which helps us deliver better products & better processes to our customers.
Can I apply online? Yes. Will I get a regular statement of account? Yes. With every single detail of your loan? Yes. Giving me access anytime, anywhere? Yes. Can I foreclose my loan? Yes. Will I be charged for foreclosures? No. Can I borrow back some of the loan I have repaid? Yes. Without a human interface? Yes. Are all my transactions on the online portal safe? Yes. How safe? 164 Bit. What's that?""
We deploy technology not to take the human touch away but to give you a richer customer experience, allowing you to exercise your choices even when it comes to being serviced. Because technology alone is not the output, it is the creativity with which it is used that delivers the objective.
Over the years, we have continued to increase our spends in technology by putting money where our mouth is. A disproportionate amount of investment in technology is not through CAPEX but OPEX. It gives us the advantage of being irrelevant to depreciating returns. It gives you an unmatched flexibility of engaging with us for every financing related need. The more delighted you are, the easier it will be for you to choose us the next time you have a finance need.
Do you have a single loan account number with your bank? No? Surprising."
Our bias for the best in the world comes from our obsession for our Big Goal. We believe when our customers buy a product or service from us, they are placing their trust in us. Trust itself is a delicate matter. It needs both expertise and experience, together. When we partner with SalesForce for our online capabilities, with Microsoft for our software, with TCS for process mapping, and CRISIL for auditing us, we believe we’re implementing zero tolerance to compromise.
We’re not a blow-hot, blow-cold partner. We’re as determined in our relationship with our partners as we are with each of you as customers. And even for our partnerships, we have created benchmarks in innovation in how we have deployed their systems and processes to create bold new realities.