Arohan Annual Report FY 20-21

• Group Recognition Tests with customers held by Branch Head through ‘Gravity’. • Cross Verification of a customer’s application by Branch Head through ‘Gravity’. • Data Validation by Branch Quality Head through Arohan’s Loan Origination System. • Quality Check of customer documentation through the ‘Central Hub’ based out of the Company’s Head Office in Kolkata, West Bengal. This step completes the 8-eyes check process for any incoming loan application. • Penny-drop test to verify the active status of a bank account and authentication of the same. • Seamless and & Cashless Transfer of the loan amount into a customer’s bank account. • Post disbursement, Loan Utilisation Check by Field Agents through ‘Gravity’. • Automatic Loan Management using ‘Profile’, Arohan’s Core Banking System from FIS, a Global Fortune 500 Company. • Real-time Repayment and Customer Attendance monitoring at centre meetings through Arohan’s ‘MeraArohan’ App. • Digital Repayment using facilities from PayTM, PayU, Axis Bank and Ezetap. Arohan has also partnered with Airtel Payments Bank Limited and Spice Money Limited so that customers can repay their loans in cash at such merchant outlets. Arohan believes that continued adoption of digital service delivery mechanisms will enable the Company to be future ready, be more efficient and undertake more reliable data analytics, resulting in target customer profiling and customised products with risk-based pricing to deliver greater customer satisfaction. To this effect the following measures have been implemented: Mobile-first approach: Arohan endorses a Mobile-First approach. All field employees are equipped with a mobile or tablet device. The Company has also implemented Bring Your Own Device (BYOD) guidelines to enable employees to use their own mobile devices. This has helped the field employees to be in touch with the customers virtually, despite lockdown restrictions during the onset of the global pandemic. Additionally, all branches of the Company are connected through high-speed internet to enable real-time authentication of customers, KYC validation and Credit Bureau checks. This has substantially reduced the time spent on processing loan applications. Cloud-Based CRM: Arohan’s Customer Care unit is equipped with a Customer Relationship Management (CRM) system to better serve customers. Transition to a cloud-based CRM system has enabled the Customer Insights team to be completely operational even during the country-wide lockdown, addressing customer’s queries and supporting them well-within stipulated timelines. Cashless Transactions: Along with all disbursements at Arohan being cashless and paid directly into customers’ accounts, in FY 2020-21, the Company also took significant steps towards implementing cashless repayment facilities for its customers. DataWarehouse for Timely Dashboards: Arohan has created a Data Warehouse for its business intelligence and data analytics to generate data rich dashboards and reports for consumption by all field staff and Management. Management Discussion & Analysis 63