Growth through the lens of Sustainability Driving service excellence with a relentless focus on customers experience Through strategic investments in cultivating credit and credit plus relationships, alongside strict adherence to regulatory standards, we have fostered a culture of unwavering customer-centricity. Our diverse range of products and services reflects our commitment to delivering excellence, ensuring that superior customer experience remains at the heart of everything we do. Total Number of Households impacted: 24+ Lakh Customer Retention Rate: 79.77% Languages available in Customer App: 6 (English, Hindi, Odia, Bengali, Assamese, Kannada) Prioritizing ESG-driven value creation Arohan channels its efforts into fostering a holistic impact on society and the environment through its blend of social responsibility and credit initiatives. By nurturing a triple bottom-line effect, our endeavors resonate across people, planet, and profit, ensuring sustainable growth and meaningful contributions to our customers and communities. a. Percentage of customers who have availed first-time loans in their life cycle: 24.64% b. Percentage of women customers: 99% c. Grading & Rating: GOLD Standard in Client Protection Principle by the MFR Certification Committee, COCA Assessment score of C1, M FI Grading of MFI1 by CARE Edge a. Total lives impacted through CorporateSocial Responsibility initiatives: 8,00,000 b. Number of Clean Energy Product Distribution (IncludingRetail Distribution): 2,34,753 units Cashless Collections (various modes of digital payments for customers including AEPS, Credit. Debit Cards, digital wallets, UPI, BBPS, and cash drop points) Re-engagement with customers and the communities we serve through credit plus service and social initiatives. Cashless Loan Disbursals, through a stateof-the-art Loan Management System Annual Report 2023-24 | 18
RkJQdWJsaXNoZXIy NTE5NzY=