| 44 Annual Report | 2024-2025 Management Discussion & Analysis Looking ahead, Arohan is actively exploring post-disbursement insurance offerings, aimed at increasing customer lifetime value and reinforcing its commitment to a seamless, value-rich journey for every customer. With the launch of higher ticket size loans under the MicroEnterprise Loan segment, we are looking forward to exploring options for our Customer to protect their goods at their shop locations via Shopkeeper Insurance and re-introducing a strong safety net to Saral segment customers in the form of Mediclaim Insurance – which would protect them against financial shock in case they become sick or are injured. eKYC based validation is being explored as well, with which we can expect reduced a much more seamless journey for the customer. Arohan is also focused on scaling its Cross Sell business by onboarding a broader customer base and diversifying its product and service offerings. This strategic expansion is designed to improve operational efficiency while offering customers more choices that align with their evolving needs. In line with its commitment to sustainability, Arohan has initiated the solarisation of its branches, taking meaningful steps toward reducing its carbon footprint. By investing in renewable energy, Arohan not only enhances operational sustainability but also contributes to a cleaner, greener future. PROCESS CONTROL - STRENGTHENING CUSTOMERCENTRIC GOVERNANCE AND OPERATIONAL EXCELLENCE In alignment with our commitment to a customercentric approach, the Process Control vertical, established in FY 2025, serves as a vital bridge between Business and the Quality functions, namely Internal Audit, Risk Management, and Credit Underwriting. This unit is dedicated to ensuring that customers consistently receive services and information in a fair, transparent, and efficient manner. The core objective of this newly formed vertical is to track gaps identified by the Quality trio, and to work collaboratively with Business units to ensure timely and effective resolution. By doing so, the team plays a key role in strengthening operational controls and addressing process loopholes that may impact customer experience or service quality.In addition to monitoring and following up on Audit and Risk observations, the Process Control team is responsible for overseeing critical branch- level controls such as daily cash reconciliations and ensuring swift, appropriate action in cases involving staff misconduct or fraud. With a continuous focus on improving service delivery, the team proactively identifies opportunities for process improvement that enhance both control and efficiency. In partnership with the training team, it facilitates capacity building at branches—ultimately driving operational excellence and reinforcing customer trust through improved branch ratings. STRENGTHENING CREDITWORTHINESS THROUGH CUSTOMER-CENTRIC DEBT RECOVERY In FY 2025, Arohan reinforced its strategic and empathetic approach to managing overdue accounts through its Debt Receivable Department, focusing not just on recovery, but on providing stressed customers with the necessary support and guidance to help them repay, thereby providing them with the opportunity to rebuild their creditworthiness. With a structured and scalable framework— comprising 2 Divisional Receivable Managers (DRMs), 2 Deputy Divisional Receivable Managers (DDRMs), over 70 Cluster Receivable Managers (CRMs), a Central Strategy Team, and more than 900 dedicated Receivable Executives (REs) on the ground—Arohan has built a robust mechanism for customer engagement and recovery. This customer-focused approach led to the successful recovery of INR 124.42 Cr in FY 2025, including a significant INR 63 Cr from written-off accounts, demonstrating the effectiveness of combining operational strength with compassionate outreach. Many of these recoveries reflect instances where customers, with the right support, were able to resume repayments and work towards restoring their financial standing.
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