Digitalised operational workflows Streamlining operational excellence is at the core of Arohan’s mission to serve approximately 2.5 mn customers’ credit needs. Our robust IT infrastructure currently captures an extensive array of data points— over 300 per customer—and facilitates a staggering volume of transactions, averaging over 3,00,000 daily, through our reliable Loan Management System. To empower data-driven decision-making, Arohan has strategically developed a comprehensive Data Warehouse tailored for business intelligence and analytics. This initiative has yielded dynamic dashboards and insightful reports accessible to both field personnel and management, bolstering operational efficiency and fostering informed strategies. At the core of our mobile-first approach is the provision of mobile or tablet devices to all field employees, ensuring seamless virtual connectivity with customers regardless of external circumstances. Moreover, Arohan has embraced a Bring Your Own Device (BYOD) policy, granting employees the flexibility to leverage their personal mobile devices for work purposes. Arohan’s prudent investments in information technology have culminated in an array of automated and digitalised platforms and tools, amplifying the efficacy of our operational processes. Leveraging cloud technologies extensively enables us to maintain robust customer engagement and drive employee productivity. Among the cornerstone tools and platforms deployed by Arohan, both presently and in our future trajectory, are: • Profile: A Core Banking System from FIS to manage the overall lending business and strengthen the company’s back-end systems. Being the first NBFCMFI to be on a Core Banking System, as dynamic as Profile, enables Arohan to undertake and manage volume like no other in the industry. • MeraArohan: A proprietary all-in-one suite of mobile applications, in line with the vision of ‘Digital Arohan,’ which enables all core business functions and other non-core activities to be digitally executed. MeraArohan covers all facets of Loan Origination, Repayment and Recoveries, Cross Sell marketplace, Internal Audit system, Field Monitoring application, DocumentManagement System, and many more module spanning every aspect of operations and business support. • ApnaArohan: Arohan further enhanced the capabilities of its customer-facing mobile app, ApnaArohan. The App facilitates for a select group of customer the facility of getting a loan within 10 minutes after a successful loan application through ArohanPrivilege, an industry-first digital loan sourcing platform. Apart from digital lending capabilities, the app is equipped with regional language facilities for millions of customers across geographies and allows the customer to view information on their loan ledger, and check eligibility for more loans, products, insurance details, etc. The app also provides them with access to the various Cross Sell products, offers an additional platform for grievance redressal, and connect with our field officers using voice or textbased features. The app is available for all the states where we have our own brick & mortar branches. • Prismatic: Arohan uses CRIF High Mark’s“Prismatic” data analytics for its area selection process when expanding into new geographies. • Diligent: A comprehensive corporate governance software that manages all board-related activities in a paperless, transparent, and timely manner. This has led to reduced usage of and dependence on physical documents, ultimately increasing security and reducing turn-around time as well as costs. • Nirnay: A credit scoring model, in partnership with CRIF’s digital decisioning platform, “StrategyOne,” which is customizable and supports streamlining of lending processes and controlling credit risk. With the help of selected technology vendors, the Company has built a technology platform that helps it maintain consistent levels of customer service, enhance operational efficiencies and create sustainable advantages for the organisation. Seamless Digitalisation of Customer Lifecycle Management Arohan’s steadfast embrace of digital service delivery mechanisms not only positions the Company as future-proof but also enhances operational efficiency, enabling more robust data analytics that drive targeted customer profiling and personalized product offerings with risk-based pricing, ultimately leading to heightened customer satisfaction. The integration of technology into the Company’s loan lifecycle spans from branch area selection to loan origination, data validation, 53 | Annual Report 2023-24
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