Arohan Annual Report FY 20-21

Arohan has been a sector leader in adopting a diversified growth strategy driven through various financial services and innovative business modules spanning organic, inorganic, as well as credit plus channels, helping the organisation reach out to and serve customers across the base of the socio-economic pyramid in India. As on March 31, 2021, Arohan’s total Assets Under Management stands at INR 4,648 Cr, serving a customer base of over 2.1 mn from 737 branches, manned by 6,790 employees across 17 states. Arohan demonstrated quick and agile responses to the external environment and took proactive measures to mitigate the impact of the ensuing global-pandemic on all customers and employees, not just managing the crisis but also turning it into an opportunity to better the Company’s outreach to customers in the process. Implementation of a well thought-through strategy has helped Arohan in connecting with and serving its clients effectively in the midst of COVID-19 pandemic. Arohan started taking precautionary measures to handle the COVID-19 crisis even before the country-wide lockdown was announced. CUSTOMER WELLNESS AND REACH With ‘Customer Centricity’ as one of the key pillars of Arohan’s Core Value system, focus on ensuring the wellness and safety of customers was of foremost importance in the face of the pandemic gaining momentum. Preventive Guidelines: Information on COVID-19 symptoms, preventive Do’s and Don’ts, sanitation best practices, social distancing know-how etc. were shared with the customers. Detailed guidelines on Centre Meetings were also issued to all field employees, who are the first line of connect with customers. Awareness and sensitization among the customers as well as employees were effectively managed across all states of operation. VirtualConnect:Oncethelockdownwasannounced, Arohan quickly transitioned to virtual centre meetings instead of physical centre meetings with customers. Helping all customers fight the crisis and ensuring that they do not feel abandoned in their hour of need, virtual interactions were being conducted with customers, highlighting the need for safety and hygiene during the COVID-19 crisis and reassuring customer on the financial front with customized product offerings. Customers were also made aware about the RBI-announced moratorium period, and the impact thereof on their loan terms, particularly on their loan tenures and interest repayments schedules. CORE LOAN PRODUCTS All of Arohan’s products are designed to best cater to the needs of target customers. This plays a key role in enhancing customer experience and increasing the tenure of customer lifecycle with Arohan. All products introduced in the recent years with the objective of improving customer experience have grown stronger and they create immense value towards customer engagement at Arohan. Saral: Arohan’s flagship product, ‘Saral’, which caters to women who are residing in low-income areas and are generally involved in trade and services, continues to hold a dominant share in the organisation’s portfolio. For Saral loans, Arohan predominantly provide loans to groups consisting of three to five women, and the group’s loans are disbursed using the Joint Liability Group ( JLG) model. The product is for economically active women residing in low-income areas, generally involved in trade and services. The Saral loan amounts range from₹10,000 to ₹75,000 (including Management Discussion & Analysis 41