Case Study: Bajaj Finserv achieves 95% daily response rate and 50% reduction in complaints with Oracle Social Cloud

Bajaj Finserv Responds to 95% of Daily Queries Instead of 80%, Reduces Complaints by 50%, and Improves Customer Service with Social Cloud

Bajaj Finserv, a leading diversified non‑bank financial services company in India with a Facebook presence of over 2 million likes, needed to improve customer engagement and speed up responses. The company wanted to replace an outsourced agency and manual tracking with a social relationship management platform to monitor multiple channels in real time and reduce negative sentiment spreading on social media.

Bajaj Finserv implemented Oracle Social Engagement and Monitoring Cloud Service, automating social listening and responses. Within three months it raised daily response rates to 95% (from 80%), cut social media complaints by 50%, prevented negative sentiment from going viral, improved service through semantic sentiment analysis to address top issues, built more brand advocates, and gained insights to support sales and future CRM and marketing integrations.

Bajaj Finserv

Rinku Anand

Senior Manager, Customer Experience