Slide backgroundTechnology

Strengthening Our Technology Edge

We have made significant investments in technology to strengthen our sourcing channels and business processes, from borrower acquisition through the loan’s lifecycle management, including appraisal, sanction, disbursement, monitoring and recovery, as follows

  • ISO 27001: 2013 certified processes
  • Applications placed with renowned cloud service provider
  • Approximately 8,000 tablets deployed with FDAs as of June 30, 2023, which provide a clear digital footprint of borrower behaviour
  • Real-time integration with approved third-party vendors for borrower identity validation, including through data verification based on government agencies including Unique Identification Authority of India (“UIDAI”)
  • System based credit decision engine on conversion, eligibility and ticket size, to avoid deviations and human error
  • Digital payment mode with payment gateways, Unified Payment Interface and Bharat Bill Payment System integration to enable cashless collections
  • Self-service mobile application to view account history and transactions through payment gateways in a transparent manner
  • Automated credit shield insurance claim processing
  • Options for online borrower query and grievance registration and response/redressal
  • Conversational AI-based self-triggered phone calls to borrowers for disbursement confirmation
  • Real time SMS notification to borrowers to act as payment reminders and to provide collection confirmation

Work force management tool with insights to track activity of field officers

  • Centralized, real-time management information system for digital monitoring, with highly configurable reports
  • Virtual learning and training platform, enabling digital learning across all employee levels
  • e- sign, e-National Automated Clearing House and e- stamping of documents
  • Paperless office and approval system
  • Automated insurance of borrowers
  • Live tested digital onboarding with e-KYC with UIDAI
  • Vendor management for product loans
  • Employee life cycle management including onboarding, biometric daily attendance, among others
  • All operational activities are linked to account general ledger and automated payment processing
  • Asset management covering full asset life cycle.
  • Treasury management  Automated lease management module
  • Digital platform for board meeting and notes
  • Mobile device management for unified updating of software to tablets
  • All system and peripherals in compliance with Information Systems audit requirements
  • Securities operations centre for tracking intrusion attempts and
  • One time request service ticket system for internal system support.

Digitalisation Initiatives to Enhance Customer Experience

  • Real-time integration with CICs to perform analysis of the reports and secure credit scores for faster decisions in loan approval and processing
  • Deployed tablets with lending applications to the field agents for better utilization of time and customer acquisition by enabling automated KYC checks
  • Introduced cashless disbursements to minimize theft, fraud, and reduce turnaround time in loan disbursements
  • Deployed digital collection channels and encourage field agents and customers to adopt digital repayment methods
  • Centralized general ledger process by mapping GL code for all processes and transactions to get financial information in real time
  • Established a suitable training platform to uplift employees’ skills and capabilities
  • Migrated to Highly scalable, secure cloud infrastructure to manage organizational work loads
  • Implemented CBS System that cater both business and opex team to manage their operations on an automated manner

ISO 27001:2013 Certificate

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