Arohan Financial Services Limited | Annual Report 2021-22

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. The systemalso routes all the queries automatically to employee handling queries in customer’s language. Cashless Transactions Along with all disbursements at Arohan being cashless and paid directly into customers’ accounts, in FY2021-22, the Company also took significant steps towards implementing cashless repayment facilities for its customers andprovidedifferentmodesof digital payments using AEPS, Credit/Debit Card, digital wallet, UPI, BBPS and Cash drop points. 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 andManagement. e-Signature In FY2021-22, Arohan implemented the e-signingfacilityacrossall itsbranchestoensure a paperless backend. This has resulted in all loan documents getting e-signed by the customer along with geo-tagging of their locations, and liveliness image checks of the customer with a legally compliant audit-trail document. Apart from streamlining the documentation process, the feature has also resulted in saving costs of printing, transportation of the documents to the storage facility and the manpower cost involved in managing the documents. Customer Facial Recognition Arohan’s Collection module, which forms a part of the Mera Arohan suite of mobile applications, is used extensively for all loan repayments of the Company. The collection application uses an in-built facial recognition capability to mark the customer attendance through a group photograph taken at the center. This has removed any dependency on maintaining a manual attendance register at the center. Environment Friendly Arohan continues to dispose-off its scrapped IT assets responsibly following the guidelines of the pollution control board for disposing off e-wastes. The challenges of the macro-environment have opened a new world of opportunities for those who are adequately future-ready. Arohan intends to enhance its digital capabilities by improving customer experience through the customer mobile application and also focus on leveraging technology to scale operational efficiencies, Arohan will continue to further digitalise and automate a number of its back- office functions. 71 Annual Report | 2021-2022 Management Discussion & Analysis