Operations Management Case Study

Better off in the Cloud - Case of Bajaj Finance Limited

OR

Abstract:
To meet the dynamic needs of the consumer, the use of IT for customer service progressed by leaps and bounds. Toward this end, the financial service industry moved on to the 'cloud computing' a technology that allows consumers and businesses to use applications without installation and to access their personal files at any computer with internet access.

In 2009, Bajaj Finance Limited began implementing this technology to improve customer service. In January 2010, Devang Mody (Mody), head of sales finance & cross selling at Bajaj Finance Limited, felt happy that he was able to considerably reduce the time taken to process applications for consumer finance from 45 minutes to just 5 minutes by using cloud computing.

Pedagogical Objectives:

The case study may be used:

• To discuss and compare in-house application development with cloud computing.
• To discuss how BFL has benefitted from the cloud competing strategy.

Keywords : Cloud Computing, Bajaj Finance Limited, Salesforce.com, IT Infrastructure, Financial Service, CRM, Customer satisfaction, Time reducing

Contents:

Introduction Background Note Cloud Computing at BFL Exhibits

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