Arohan Annual Report FY 20-21

documents, ultimately increasing the security and reducing turn-around-time as well as costs. Arohan’s digitisation of compliance and corporate governance was recognized at the Institute of Company Secretaries of India’s 20 th ICSI National Awards for Excellence in Corporate Governance 2020, where we received the award for the Best Governed Company in the Unlisted Segment – Emerging Category. 6. MeraArohan: In 2020, Arohan introduced “MeraArohan”, an automated lending solution built on an advanced technology platform, designed to completely digitise the loan lifecycle from end-to-end. 7. Nirnay: Arohan has also recently introduced “Nirnay”, a credit scoringmodel, in partnership with CRIF’s digital decisioning platform, “StrategyOne” which is customisable and supports streamlining lending processes and controlling credit risk. Other technology platforms and applications which support the Company’s business operations and functions are: • Sanjaya - to monitor the field staff activities with geotagging and time stamps. • Adrenalin - for different HR functions such as attendance, payroll, performance management, recruitment and hiring. • Trackwizz - for AML related activities. • ApnaBazaar - for cross-selling products. IT Strategy Arohan, by way of developing its Information Technology infrastructure, focuses on continuous improvement in customer experience while optimising its operational expenses. In the past few years, Arohan has prudently invested in its Information Technology systems to introduce a range of automated and digitised Technology Platforms and tools to strengthen its approach towards Customer Centricity, while driving lesser operational cost and furthering management efficiencies for the Company. This strategy has been even more relevant during the country-wide lockdown in 2020, when reaching out to customers and staying connectedwith the Company’s diverse employee base across geographies was of critical significance. Arohan has sought to build its technology platform into a business tool that helps the Company in maintaining consistent levels of customer service and enhance operational efficiencies and scale. WiththehelpofthevariousInformationTechnology interventions and automation efforts, Arohan has been able to reduce its operating expenses ratio (measured as operating expense / average annual AUM) from 6.78% in Fiscal 2018 to 5.46% in fiscal 2021. The Company’s loan disbursal turn-around- time has also reduced from more than 15 days in fiscal 2015 (before implementation of ‘Gravity’) to less than a week by fiscal 2019 (after implementing “Gravity” and switching to a 100% cashless disbursement system, among other initiatives). IT Operations With the assistance of selected technology vendors, Arohan has built its Technology platform into a business tool that helps the Company to maintain consistent levels of customer service, enhance operational efficiencies and create sustainable advantages for the organisation. Arohan has also integrated its IT system and infrastructure into its loan lifecycle, a summary of which is detailed here: • BranchAreaSelectionusinganalytics fromCRIF High Mark. Arohan uses this tool to analyse various business factors such as portfolio quality and competition in new geographies. • Loan Origination using ‘Gravity’, which facilitates real time Credit Bureau checks for customer indebtedness, provides automatic advice on maximum loan size and enables upload of customers’ KYC documents. Annual Report | 2020-2021 62