Arohan Financial Services Limited | Annual Report 2021-22

Penny-drop test to verify the active status of a bank account and authentication of the same. e-Signature for all loan applications enabled across all branches in Arohan. This is a major move in moving towards paperless at the back-end. Seamless and Cashless Transfer of the loan amount into a customer’s bank account. Post disbursement, Loan Utilisation Check by Field Agents through ‘meraArohan’. 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 various banks and fintech players. Arohan has also partnered with Airtel Payments Bank Limited and Spice Money Limited for customers to repay their loans in cash at such merchant outlets. IT Strategy 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 two years of pandemic, when reaching out to customers and staying connected with the Company’s diverse employee base across geographies was of critical significance. Arohan could navigate through the years of the pandemic easily with the support of its IT applications which are on cloud, including the Contact Centre Telephony System. Extensive use of cloud technologies has helped Arohan in maintaining customer connect and enable digital repayments. With the help of the various Information Technology interventions and automation efforts, Arohan has been able tomaintain its operating expense ratios (measured as operating expense/average annual AUM) under control. The Company’s loan disbursal Turn Around Time has also reduced from more than 15 days in fiscal 2015 (before implementation of mobile based loan origination) to less than a week after implementing themobilebased loanorigination and switching to a 100% cashless disbursement system, among other initiatives. 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 All fi eld employees are equipped with a mobile 70 Annual Report | 2021-2022 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. Cloud-Based CRM: Arohan’s Customer Care unit is equipped with a Customer Relationship Management (CRM)