By automating social listening and monitoring with Oracle Social Cloud, we now respond to customer feedback in real time across multiple social media channels rather than using an agency model. This enabled us to reduce complaints on social media by 50% and enhance service quality.
Bajaj Finserv is one of the most diversified, non-bank financial services companies in India. Through its subsidiary, Bajaj Finance Ltd., Bajaj Finserv offers various lending and investment products including durable goods finance, household goods finance, home loans, personal loans, fixed deposit accounts, and mutual funds, to three key customer segments: consumers, self-employed individuals, and midsize companies. By partnering with Allianz SE, Germany, it also provides insurance products, such as life and general insurance.
To increase customer engagement and support marketing campaigns across the group, Bajaj Finserv launched a Facebook page with more than 2 million ‘Likes’ in the social platform.
We chose Oracle Social Cloud because it is flexible, easy to use, and offered more competitive pricing than other vendors. Oracle’s great support team also played an important role in the decision.
After evaluating multiple vendors through proof-of-concept, Bajaj Finserv implemented Oracle Social Engagement and Monitoring Cloud Service to replace its manual agency model for social monitoring. Oracle provided training to users and the new platform went live smoothly in less than three months. Bajaj Finserv is considering deploying a social marketing platform over the next year.
“We were very impressed with the flexibility and support that Oracle’s teams provided us throughout the implementation process. Oracle is such a dynamic organization to deal with, and we are happy to engage them in the future,” Anand said.