Bajaj Capital Case Study – Service Automation, C360 & More

Unifying Wealth Management with Service Automation & C360

Client: Bajaj Capital
Industry: BFSI (Banking, Financial Services, and Insurance)
Solution: Service Automation, Customer 360, Mobility, AI Chatbots

Executive Summary

Bajaj Capital undertook a massive digital consolidation project, migrating from multiple disparate systems—Salesforce, Talisma, and Freshdesk—to a single, unified SimpleCRM platform. This transformation empowered over 2,000 Relationship Managers with mobile tools and unified data from 10+ core systems, enabling seamless omnichannel service for over 5 million clients.

The Challenge

Despite being a leader in the industry, Bajaj Capital faced operational friction due to a fragmented technology landscape. Their key challenges included:

Low Adoption: Sales and service teams were reluctant to use existing CRM tools due to complexity or inefficiency.
Data Silos: Customer data was scattered across multiple disconnected systems, preventing a holistic view of the client.
Reporting Gaps: A lack of integrated reporting and dashboards made it difficult for leadership to track performance effectively.

The SimpleCRM Solution

SimpleCRM deployed a comprehensive suite of solutions to centralize operations and enhance engagement:

Omnichannel Service Automation: A unified platform to manage customer interactions across all digital channels.
Field Sales Mobility: A dedicated “Super-RM” mobile app to empower relationship managers on the go.
AI Engagement: Deployment of Chatbots and WhatsApp Bots to automate customer interactions.
Business Intelligence: Advanced BI dashboards implemented across the organizational hierarchy for real-time insights.
Lead Management: centralized tracking and nurturing of potential investors.

Transformation Achieved

The consolidation delivered powerful results in scale, engagement, and intelligence:

Empowered Workforce: Equipped 2,000+ Relationship Managers with the ‘Super-RM’ field sales mobile app.
Massive Reach: Successfully servicing tickets and interactions for 5 million+ clients/investors across Email, WhatsApp, Facebook, Instagram, and Twitter.
Unified Data: Consolidated data from 10+ core systems into a single, comprehensive Customer-360 view.
AI-Driven Engagement: Engaging 75,000+ monthly website visitors through an AI-powered Chatbot.
Automated Renewals: Managing over 60,000 renewals annually via an automated WhatsApp Bot.
Operational Scale: Handling 120,000+ welcome, compliance, and reminder calls each year.
Advanced Sentiment Analysis: Capturing buying intents and sentiments of 500+ Zoom prospects monthly through an AI-powered NLP (Natural Language Processing) engine.

Project Highlight: Vendor Consolidation

Unified Power: A major achievement of this project was the migration from three separate legacy platforms—Salesforce, Talisma, and Freshdesk—to a single unified platform: SimpleCRM.

Client Testimonial

“SimpleCRM team exhibited a solid understanding of the challenges faced by BFSI…”

— Bajaj Capital Leadership

Noteworthy

BCL migrated from Salesforce, Talisma, Freshdesk to a single unified platform – SimpleCRM.