| 56 Annual Report | 2025-2026 cutting-edge technologies, we ensure that data is not only securely managed but also optimised to streamline processes and drive smarter, faster decision-making. Throughout FY 2026, we remained focused on evolving our digital infrastructure and automating key business processes—initiatives designed to boost efficiency, reduce operational costs, and ultimately serve our customers better. Our commitment to safeguarding data integrity and system reliability is underscored by the prestigious ISO/IEC 27001:2013 certification awarded by the British Standards Institution (BSI). This globally recognised certification reflects our rigorous adherence to international standards for information security and management across all critical functions—including Human Resources, Finance, Risk, IT, and Compliance. It reinforces Arohan’s unwavering dedication to information security and operational excellence, building trust and transparency at every level of customer engagement. With the assistance of selected technology vendors, we have built our technology platform into a business tool that helps us to maintain consistent levels of customer service, enhance our operational efficiency and create sustainable advantages for our organisation. We have adopted technology-based lending platform for microfinance customers, enabling eligible existing and new customers to undertake loan application, approval and repayment processes through our proprietary mobile application, ‘ApnaArohan’. Streamlining operational excellence is fundamental to our mission of serving approximately 19.8 lakh customers’ credit needs as of March 31, 2026. Our IT infrastructure captures over 400 data points per customer and facilitates an average of more than 150,000 transactions daily through our reliable loan management system. To empower data-driven decision-making, we have developed a comprehensive data warehouse designed for business intelligence and analytics. This initiative provides dynamic dashboards and insightful reports that are accessible to both field personnel and management, thereby enhancing operational efficiency and supporting informed strategies. Central to our mobile-first approach is equipping all field employees with reimbursement for purchase of mobile or tablet devices, ensuring seamless virtual connectivity with customers. Additionally, we have adopted a ‘Bring Your Own Device’ policy, allowing employees to use their personal devices for work purposes. Our investments in information technology have led to the development of automated and digitalized platforms that improve operational efficiency through enhanced controls and regulatory framework. We extensively utilize cloud technologies to maintain strong customer engagement and enhance employee productivity. Key tools and platforms we currently deploy include: a) ‘Profile’, an automated CBS that manages our lending operations; b) ‘MeraArohan’, an all-in-one mobile application suite for essential business functions, such as (a) group recognition tests with customers held by branch head, (b) real time Credit Bureau checks for customer indebtedness, automatic maximum loan size advice, upload of KYC documents by scanning the physical document, (c) loan utilisation check by a customer service representative, (d) records of repayments and customer attendance at centre meetings, and (e) cross verification of a customer’s application by branch head; c) ‘ApnaArohan’, a customer-facing mobile app facilitating rapid loan applications; d) Quality checks of customer documentation through our ‘Central Hub’; e) ‘Penny less’ test to verify the active status of a bank account and authentication of the same; f) eKYC to ensure that the real identity of the customers is verified at the time of onboarding; g) ‘e-signature facility’, which allows customers to initiate the KYC authentication process, e-sign loan documents, along with geo-tagging of customer locations and liveliness image checks; h) Digital repayment using facilities from PayU Payments Private Limited, Axis Bank Limited and through POS machines. We have also partnered with Airtel Payments Bank Limited and Spice Money Limited so that our customers can repay their loans in cash at such merchant outlets; and i) Cashless transfer of the loan amount into a customer’s bank account. As of March 31, 2026, all disbursements have been cashless. Other technology platforms and applications which support our business operations and functions are: a) ‘Sanjaya’ to monitor the field staff activities with geotagging and time stamps. b) ‘Audit Management System’ inhouse application that is used by Internal Audit team for audit management. c) ‘Adrenalin Max 2.0’ for different HR functions such Management Discussion & Analysis
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