Tata Capital, the financial services arm of Tata Sons, has deepened its digital transformation using technology to reimagine customer journeys, enhance service delivery, and respond to changing customer expectations. The company has 7 million + customers.
As per its FY24–25 annual report, 98% of customers were on-boarded through digital platforms, reflecting a steady multi-year shift from traditional channels to digital, self-serve experiences.
Much of this was driven by automation tools that simplify application processes and speed up loan approvals across products. The company also introduced AI-driven features across customer support, including its multilingual chatbot “TIA,” which now handles a growing number of service queries via both voice and chat. At the back end, automation tools now classify and respond to incoming customer emails in real-time, improving service turnaround. Tata Capital further widened its digital service reach, with over 95% of customer service requests in FY25 handled through platforms such as its website, mobile app, WhatsApp (now multilingual), AI-powered chatbots, and voice assistants.
Tata Capital’s innovation on the digital front has been in motion for several years, well aligned with the changing customer behaviour. The company has consistently invested in building modular, cloud-native systems and enterprise-wide automation frameworks, laying the foundation for scale and resilience. From launching paperless on-boarding journeys to integrating API-led partnerships and developing in-house analytics capabilities, the company is making overall lending experience efficient, seamless, and reliable.
“We are building a future-ready, digital-first, and customer-centric organization—one that is resilient through economic cycles and capable of delivering sustainable value over the long term. Our continued investments in innovation, risk management, and operational excellence give us the confidence to navigate the evolving landscape effectively.” said Rajiv Sabharwal, MD & CEO, Tata Capital, in the FY24-25 Annual Report
In April 2025, Tata Capital filed its confidential DRHP (Pre-filed DRHP) with SEBI for its proposed IPO. With digital transformation emerging as a core differentiator in its business model, Tata Capital is expected to drive its technology-driven scalability, AI-powered credit systems, and end-to-end digital journey.