57 | Annual Report | 2024-2025 • Rigorous Quality Assurance: All customer files and digital documents undergo stringent quality checks at Arohan’s Central Hub to ensure data accuracy and regulatory compliance. • Bank Account Authentication: Post-approval, a penny-drop test verifies the customer’s active bank account status, enhancing security and trust. • Simplified Onboarding: KYC authentication is streamlined via an e-signature facility, with geotagging and liveliness image checks ensuring a legally compliant and auditable trail, reducing time and optimizing cost-efficiency. • Loan Utilization Monitoring: Field employees conduct post-disbursement Loan Utilization Checks via the meraArohan app to ensure funds are used appropriately. • Integrated Core Banking: Arohan’s Profile system, a robust Core Banking platform from FIS, powers end-to-end loan management, supporting real-time transaction tracking and operational scalability. • Real-Time Repayment Monitoring: Repayments are tracked in real time through meraArohan, while digital repayment options such as UPI, AEPS, Credit/Debit Cards, digital wallets, and cash drop points offer customers multiple convenient methods to repay their loans. • Seamless EMI Management: UPI and E-NACH mandates enable hassle-free and automated EMI collections. Furthering Arohan’s digital journey, the company has embraced a cloud-based Customer Relationship Management (CRM) system, ensuring smooth operations even during disruptions like lockdowns. The system automates query routing to languageproficient employees, accelerating response times and enhancing the overall customer experience. Launch of Aadhaar-Enabled eKYC In FY 2025, Arohan achieved a significant milestone with the successful launch of Aadhaar- enabled eKYC for underwriting. As one of the first NBFCMFIs to implement this technology, Arohan set a new industry benchmark with its first successful loan disbursal in Bangalore. The introduction of Aadhaar-enabled eKYC has not only boosted operational efficiency but also reinforced Arohan’s commitment to financial inclusion and customer-centricity. This transformative solution is helping us reach underserved communities, ensuring they have access to essential financial services in a fast, secure, and compliant manner. Currently, this solution is being rolled out in phases across various geographies, allowing Arohan to expand its digital footprint and provide timely financial support to a wider customer base. Key Benefits of eKYC: • Fast and Paperless: Streamlines the customer onboarding process, eliminating the need for physical documentation and reducing turnaround time. • Secure: Utilizes Aadhaar-based biometric and OTP authentication to ensure robust data security and fraud prevention. • Regulated and Compliant: Fully compliant with regulatory requirements, ensuring adherence to legal and industry standards. By adopting Aadhaar-enabled eKYC, Arohan is enhancing its ability to deliver faster, more efficient services, ultimately improving customer satisfaction and driving broader financial inclusion. Promoting Ethical and Sustainable Technology Practices At Arohan, we are deeply committed to the responsible and ethical use of technology, ensuring that our digital engagement aligns with the highest standards of safety, respect, and environmental responsibility. We take proactive measures to ensure the environmentally- friendly recycling and disposal of our end-of-life IT assets. In adherence to guidelines set by the Pollution Control Board for e-waste management, Arohan guarantees that retired technology is disposed of responsibly, minimising environmental impact. Looking ahead, Arohan is poised to make significant investments in Artificial Intelligence (AI) tools as part of our ongoing digital transformation. This strategic move is designed to elevate customer experiences, drive personalisation, and optimise operational efficiency through innovative technology.
RkJQdWJsaXNoZXIy NTE5NzY=