Case Analysis: Comfort N Care

Abstract

Comfort N Care is an organization, which deals in personal loan, home loan and credit card. For Comfort and Care retention and uplifting employees as well as customer satisfaction are most important. Comfort N Care was established an ICICI’s franchisee on 15th October 2000 with joint effort of Mr. Ajay Sharma and Mr. Agarwal who happened to be the vice president of ICICI Ltd. On 27th October 2000 ICICI awarded him the franchisee of home loans too. Comfort N Care slowly positioned itself as one of the strongest franchisee of ICICI Ltd. The key points of success of Comfort N Care are human values, personal motivation, and it focused more on attitudes behavior and ethics. With well coordinated ideas good segmentation, philosophy and innovative organization structure Comfort N Care is more focused on customer satisfaction. Besides that, Comfort N Care has changed focus from intra relations to inter relations, from independence to dependence with changing environment. Its customer and external customer have an open ended and transparent feedback mechanism. By such transparency and commitment Comfort N Care got a good position in the industry and started fulfilling the dream of it’s customer of 'home sweet home' in an effective way Comfort N Care has achieved target three times more than it was fixed by ICICI bank Ltd. Comfort N Care was also rewarded as the 4th best franchisee in India and the best in north India in the year 2002