| 48 Annual Report | 2024-2025 Management Discussion & Analysis to escalate their complaints/grievances within the organisation and their rights to alternative remedies if they are not fully satisfied with the response of the Company to their complaints. • All complaints are to be dealt with efficiently and fairly as otherwise, they can damage the reputation and business of the Company. • Arohan’s employees would work in good faith and without prejudice in the best interest of the customers. Inbound Process – The Frontline of Arohan’s Customer-Centric Service At the heart of Arohan’s Customer Grievance Redressal Mechanism lies a well-structured and responsive Inbound Process, designed to ensure that every customer concern is addressed with urgency, empathy, and efficiency. Arohan goes beyond standard service expectations by offering multilingual Customer Care, enabling seamless communication for customers across diverse regions. In FY 2025, the company further strengthened this offering by upgrading its call center IVR system to support 8 Indian languages, enhancing accessibility for customers and providing better support for field officers in their daily operations. When a customer raises a complaint or query, it is first addressed by either the Customer Service Representative or the Branch Head. If the matter remains unresolved, customers can escalate their concern through the toll-free number 1800 103 2375, where it is directed to the Customer Care Helpdesk. From there, a structured escalation matrix is automatically activated, ensuring the issue is efficiently routed through defined levels of resolution, up to the Nodal Officer if necessary. An integrated, workflow-based routing system supports this process, enabling systematic tracking, timely follow-ups, and comprehensive resolution of each case. This proactive and techenabled approach reflects Arohan’s unwavering commitment to transparency, accountability, and customer satisfaction, reinforcing the trust placed in us by our valued clientele. Outbound Process – Deepening Customer Understanding and Driving Proactive Engagement Through its robust Outbound Process, Arohan’s Customer Insights vertical plays a vital role in actively engaging with customers to understand their evolving needs—while maintaining the highest standards of customer centricity, integrity, and responsiveness. Surveys are conducted with precision and purpose, spanning key areas such as loan sourcing experience, customer satisfaction, overdue accounts, dropout analysis, and targeted surveys are deployed to capture deeper insights into customer preferences, enabling more tailored and relevant service delivery. Arohan also uses this channel to support customers facing repayment challenges. When an EMI is missed, the team reaches out to establish a ‘Promise to Pay’ (P2P) date, providing a structured yet empathetic touchpoint. This not only empowers customers to stay on track with their commitments but also allows the field team to follow up effectively, enhancing overall collection efficiency. Together, these outbound initiatives reflect Arohan’s commitment to exceptional customer experiences, data-informed decision-making, and operational excellence—driving both customer trust and business performance in FY 2025. Integrated WhatsApp Chatbot – Enhancing Customer Experience Through Smart, Seamless Support As part of its commitment to continuous innovation in customer service, Arohan has integrated the WhatsApp Business platform into its inbound support ecosystem, further elevating the customer experience through convenient, real-time communication. cross-selling potential. In addition, need-based The WhatsApp Chatbot service enables the efficient handling of a high volume of customer queries simultaneously, significantly reducing response times and enhancing overall customer satisfaction. With its intuitive interface and 24/7 availability, the chatbot ensures that customers can access support anytime, from anywhere, in a language they understand. Quarter wise Inbound Calls received 287 373 401 405 30000 25000 20000 15000 10000 5000 0 450 400 350 300 250 200 150 100 50 0 Inbound Per Lakh Customer FY 24 25_Q1 FY 24 25_Q2 FY 24 25_Q3 FY 24 25_Q4 19995 25719 26275 25116 Quarter wise Outbound Calls received 967 1170 1125 1140 0 85000 1400 1200 1000 800 600 400 200 0 80000 75000 70000 65000 60000 Inbound Per Lakh Customer FY 24 25_Q1 FY 24 25_Q2 FY 24 25_Q3 FY 24 25_Q4 67348 74122 80654 70695
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