Additionally, targeted samples are utilized for need-based surveys, allowing for a deeper understanding of customer insights and preferences. Moreover, Arohan extends a warm welcome to newly onboarded customers post disbursement, seeking feedback and sharing critical information to ensure a smooth customer journey. In cases where customers have missed their repayment dates, the department steps in to assist them in generating a ‘Promise to Pay’ (P2P) date. This proactive approach allows the field team to visit customers for EMI collection on the promised date, thereby enhancing collection efficiencies. These initiatives collectively contribute to Arohan’s commitment to providing exceptional customer experiences while also bolstering the Company’s operational effectiveness in FY 2024. Quarter Wise Outbound Successful Calls 744 1178 1205 832 FY 23-24_Q1 FY 23-24_Q2 FY 23-24_Q3 FY 23-24_Q4 90000 80000 70000 60000 50000 40000 30000 20000 10000 0 1400 1200 1000 800 600 400 200 0 45240 51818 75835 82374 Outbound Per lakh Customer Integrated WhatsApp Chatbot Service: Arohan continues to elevate its customer support capabilities by integrating WhatsApp Business Account into its suite of inbound processes. This strategic move is aimed at enriching Customer Experience (CX) through streamlined communication channels. The integrated WhatsApp Chatbot service enables efficient handling of multiple customer queries simultaneously, significantly improving response times and overall customer satisfaction. Furthermore, leveraging the platform for sending reminders, alerts, notifications, and updates empowers Arohan to proactively engage with customers, keeping them informed and enhancing their overall experience. RATINGS & GRADINGS The following rating and grading upgrades 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 highestrated MFI 1 grading from CARE Ratings for the seventh consecutive year in its assessment held in FY 2024. 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 for the sixth consecutive year. The top-notch grading has been awarded to Arohan by CARE Advisory Research and Training Limited (CareEdge Advisory). The score of 95% have been 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 scale with 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 mission and 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. 43 | Annual Report 2023-24
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