Arohan Financial Services Limited | Annual Report 2022-23

20000 18000 16000 14000 12000 10000 8000 6000 4000 2000 0 350 300 250 200 150 100 50 50 0 261 297 293 176 FY 22-23_Q1 FY 22-23_Q2 FY 22-23_Q3 FY 22-23_Q4 Inbound Received Per Lakh Customer Quarter wise Inbound Calls received 15038 17622 17380 13994 Outbound Process: Through the Outbound Process, Arohan’s Customer Insights vertical directly reaches out to customers to understand their needs, while maintaining the highest levels of customer centricity and integrity. Detailed surveys are conducted on loan sourcing, customer satisfaction, overdue, dropout, andcrosssellproducts,alongwithneed-basedsurveys through targeted samples to gain customer insights. 50,000 45,000 40,000 35,000 30,000 25,000 20,000 15,000 10,000 5,000 0 800 700 600 500 400 300 200 100 0 FY 22-23_Q1 FY 22-23_Q2 FY 22-23_Q3 FY 22-23_Q4 Outbound Per Lakh Customer Quarter wise Outbound Successful Calls 541 421 593 43,080 35,174 24,795 32,679 746 Through its outbound process, Arohan also reaches out to customers who have missed their repayment dates and helps them generate a ‘Promise to Pay’ (P2P) date, for the field team to visit the customer for the collection of EMIs on the promised date. This has helped boost the collection efficiencies of the Company as well in FY 2022-23. Integrated two-way connect using WhatsApp Chatbot Service Adding to its suite of inbound processes, Arohan has further transformed its Customer Support Engine to enhance CX, with the use of WhatsApp Business Account. The integrated WhatsApp Chatbot service helps respond to multiple customers at the same time, thus addressing various customer queries at a go. In addition, the platform is also used to send reminders, alerts, notifications, and updates to customers, thus keeping them informed and strengthening customer delight. 43 | Annual Report 2022-23 RATINGS & GRADINGS The following rating and grading upgrades in FY 2023 reinstate Arohan’s stance taking its business approach of a sustainable and scalable operational model from strength to strength. CARE MFI 1 Grading: Arohan retains the highest- rated MFI 1 grading from CARE Ratings for the sixth consecutive year. The grading is assigned on an 8-point scale with MFI 1 being the highest, enabling Arohan to retain its position among the choicest MFIs in India. Code of Conduct Assessment (COCA): Arohan retains the highest-rated C1 grading from M-CRIL for the fifth consecutive year. Arohan has been awarded a score of 95 out of 100 in its assessment held in FY 2023. The scores and grading are earned on indicators concerning Transparency, Client Protection, Governance, Recruitment, Client Education, Feedback & Grievance Redressal, and Data Sharing. Social Rating: Arohan has been awarded an Alpha Grading and Rating Outlook as Positive in its Social Rating under the CERISE SPI4 tool methodology by MCRIL, based on an assessment conducted in the month of June 2022. The grading is assigned on an 8-point scalewith a score of 89%. Valid for two years, the grading reflects Arohan’s “Strong social commitment, very good systems, evidence for good adherence to social missionand values” as per the report. This is the first time that Arohan has conducted its Social Rating through the CERISE SPI4 tool (International Standard), which is a social performance audit tool to help financial service providers achieve their social mission.