quality assurance, and repayment monitoring. • To expand into new territories, Arohan utilizes analytics from CRIF High Mark to assess various business factors such as portfolio quality and market competition. • The loan origination process is facilitated through ‘meraArohan,’ which enables real-time credit bureau checks for customer indebtedness, provides automatic guidance on maximum loan amounts, and allows for the upload of customer KYC documents. ‘meraArohan’ also conducts Group Recognition Tests, a crucial step before onboarding. • All sourced files and digital documents undergo rigorous quality checks at the Central Hub. • After successful quality check at the Central Hub, a penny-drop test verifies the active status of the customer’s bank account for authentication purposes. • Customers initiate KYC authentication through the e-signature facility, an integration that streamlines the onboarding process. The e-signed loan documents, along with geotagging of customer locations and liveliness image checks, ensure a legally compliant audit trail, saving time and optimizing cost and efficiency. • Field employees of Arohan conduct Loan Utilization Checks through the ‘meraArohan’ platform post cashless loan disbursement. • The entire loan cycle is 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 facilitated through the ‘meraArohan’ app. • Digital repayments are enabled through partnerships with various banks and fintech institutions. Arohan has also collaborated with Airtel Payments Bank Limited and Spice Money Limited, allowing customers to repay loans in cash at nearby merchant outlets. Various digital payment modes, including QR codes on loan cards, AEPS, Credit/Debit Cards, digital wallets, UPI, BBPS, and cash drop points, offer customers convenient and secure repayment options without relying on physical currency. Another significant stride towards digitalization is the adoption of a cloud-based Customer Relationship Management (CRM) system. This transition ensures the seamless operation of Arohan’s Customer Insights Department during lockdowns, effectively addressing customer queries within specified timelines. The system also automates query routing to employees proficient in the customer’s language, enhancing the overall customer experience. Promoting Ethical and Sustainable Technology Practices At Arohan, we advocate for the safe, respectful, and ethical engagement with technology. Moreover, we take responsibility for environmentally-friendly recycling and disposal of our end-of-life digital products. Committed to environmentally sound practices, we ensure proper disposal of retired IT assets in accordance with the guidelines set forth by the Pollution Control Board for e-waste management. Looking ahead, Arohan is set to make substantial investments in Artificial Intelligence tools as part of our ongoing efforts to enhance digital capabilities. This initiative aims to elevate customer experiences and further optimize operational efficiency through technology. Arohan has consistently led the charge in digital transformation within the microfinance industry. With our mobile-first approach, cloud-based CRM system, cashless transactions, data warehouse, e-signature facility, customer facial recognition, and commitment to environmentally responsible practices, we’ve not only improved customer experiences but also streamlined operations. This positions our organisation as a trailblazer in shaping the future landscape of a digital-first financial inclusion leader. Management Discussion & Analysis Annual Report 2023-24 | 54
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