Arohan Financial Services Limited | Annual Report 2022-23

• This is followed by Loan Origination, which is done through ‘meraArohan’, which facilitates real-time credit bureau checks for customer indebtedness, providing automatic advice on the maximum loan size, and enabling the upload of customers’ KYC documents. The ‘meraArohan’ platform is also used for Group Recognition Tests of customers, a critical step prior to successful onboarding. • The sourced files and digital documents undergo Quality Check at the ‘Central Hub’ of the Company. • Once approved at the Central Hub, a penny-drop test is performed to verify the active status of the customer’s bank account and authenticate the same. • Customers initiate KYC authentication through the e-signature facility, a significant integration that Arohan has enabled for its onboarding process. The e-signed loan documents along with geo-tagging of customer locations and liveliness image checks, ensure a legally compliant audit-trail document. This not only saves time but also optimises cost and efficiency to a large extent. • Post cashless disbursement of loans, the Loan Utilization Check is done by the field employees of Arohan, once again through the ‘meraArohan’ platform. • The entire loan cycle is then managed using ‘Profile’, Arohan’s Core Banking System from FIS, a global Fortune 500 company. • Real-time repayment and customer attendance monitoring at centre meetings are done through the ‘meraArohan’ app. The collection module uses facial recognition to mark customer attendance through a group photograph taken at the center. This has eliminated the need for maintaining a manual attendance register, enabling a more seamless and efficient process. • Digital repayments are facilitated using facilities from various banks and fintech institutions. Arohan has also partnered with Airtel Payments Bank Limited and Spice Money Limited for customers to repay their loans in cash at the nearest merchant outlets. Arohan has implemented various modes of digital payments for customers, including AEPS, Credit/Debit Cards, digital wallets, UPI, BBPS, and cash drop points. This has enabled customers to make repayments conveniently and securely, without the need for physical currency. Another major step towards digitalization has been the transition to a cloud-based Customer Relationship Management (CRM) system. This has enabled Arohan’s Customer Care unit to be completely operational during lockdowns, addressing customer queries and supporting them within stipulated timelines. The system also routes all queries automatically to employees handling them in the customer’s language, improving the overall customer experience. Responsible Technology Practices Arohan encourages engaging with technology safely, respectfully, and ethically. Further, Arohan is responsible for ensuring environment-friendly recycling and disposal of their end-of-life digital products. To this effect, the Company is committed to environmentally safe practices, disposing of scrapped IT assets in line with the Pollution Control Board guidelines for e-waste disposal. Going forward, Arohan plans to continue enhancing its digital capabilities by improving customer experience and leveraging technology to scale operational efficiency. Arohan has been at the forefront of digital transformation in the microfinance industry. Through its mobile-first approach, cloud-based CRM system, cashless transactions, data warehouse, e-signature facility, customer facial recognition, and environmentally responsible practices, Arohan has enhanced customer experience and operational efficiency. This allows the organisation to be well- poised for its transition into the future maker. Management Discussion & Analysis Annual Report 2022-23 | 48