| 46 Annual Report | 2024-2025 Management Discussion & Analysis Approximately 24,000+ customers were settled through this scheme in FY 2025, compared to 22,000+ in FY 2024, 1500+ in FY 2023 and 495 in FY 2022. • Conversational Voice Bot: In FY 2025, Arohan continued to use generative AIdriven conversational voice calls by “Arohi”, the Company’s first Bot Employee, to gauge customers’ intentions regarding repayment or settlement of their overdue accounts. By following up on recorded Promise-To-Pay (PTP) dates, Arohan has ensured more targeted recovery efforts in a shorter timeframe. This approach has yielded significant results, with more than INR 5 Cr recovered with 72% of this recovery attributed to customers who were either not paying or had made only negligible payments previously. This underscores the effectiveness of leveraging advanced technology to engage with customers and drive positive outcomes in debt recovery efforts. • Dista, AI-based Field-Force Management Software: Arohan continued leveraging the ‘Dista’ app—an AI-based field force management tool—to streamline the daily operations of its Recovery Executives. The platform enables efficient tracking of customer interactions, facilitates seamless follow-ups, and improves accessibility to harder-to-reach customers. In FY 2025, Dista was further enhanced based on frontline feedback, with new features introduced to support central recovery strategies, including in-app nudges that guide field teams toward priority actions. These upgrades significantly boosted the effectiveness of recovery efforts by expanding field coverage and increasing the likelihood of repayment from targeted customer segments. MFI ALLIANCES – DRIVING SCALABLE GROWTH THROUGH STRATEGIC PARTNERSHIPS Arohan continues to distinguish itself among NBFCMFIs through its innovative alliance-based model, designed to expand access to credit and support the growth of the microfinance sector. Through this vertical, Arohan extends term loans ranging from INR 2 Cr to INR 30 Cr to smaller MFIs, enabling them to build and scale their microfinance portfolios. What truly sets Arohan apart is its pioneering of exclusive Sourcing & Collection (S&C) arrangements. Under this model, partner MFIs establish dedicated branches to source and manage microfinance loans on Arohan’s behalf. These loans are booked under Arohan’s name and governed by its underwriting standards, ensuring quality and consistency. In return, partner institutions receive a share of the interest collections, creating a mutually beneficial, capital-light model that fosters portfolio expansion without direct capital investment. This approach enables Arohan to extend credit into remote and underserved regions, supporting grassroots financial institutions with access to funding, technology, and operational know-how. By offering tailored consulting and training support, Arohan helps strengthen its partners’ capabilities while reinforcing its own outreach and service delivery. Arohan’s inorganic business model further enhances its reach by leveraging non-qualifying assets through Term Loan partnerships, while enriching its qualifying book via S&C relationships. In addition, Direct Assignment agreements have been used to increase geographical diversification and maintain a highquality loan book. In FY 2025, Arohan expanded this ecosystem by onboarding 13 new MFI partners, improving liquidity for sellers through Direct Assignments and extending its footprint into new markets. This strategy reflects Arohan’s commitment to financial inclusion, operational innovation, and sustainable growth, positioning it as a leader in collaborative microfinance. CUSTOMER FIRST: DRIVING CUSTOMER TRUST THROUGH RESPONSIVE GRIEVANCE REDRESSAL AND DATADRIVEN INSIGHTS At Arohan, putting customers at the heart of everything we do is not just a principle—it’s a core 33 495 1,541 22,411 24,537 No. of Customers Settled through Sandhi Scheme FY21 FY22 FY23 FY24 FY25
RkJQdWJsaXNoZXIy NTE5NzY=