Project Avvashya - Redefining Gati

Project Avvashya – Redefining Gati - Pillars of Transformation Process Result till date Sales Acceleration Accelerating Sales growth, especially in retail and KEA Kil . Operational Excellence Building Capacity and becoming asset light Technology & Processes Setting digital strategy roadmap and critical decision on CRM Talent and Organization Overhead & Finance Revised organization sizing, new structure, for key functions and talent infusion Optimizing Fixed costs, budgeting processes and improved order-to-cash cycle control • GATI • Established result-oriented sales organization structure - aligned to meet demand of enterprises, SME and Retail customers Achievement of zero >30 days complaints (non-claims); below 150 <15 days complaints achieved Deployment for flexi-vendors to effectively substitute company vehicles while managing direct costs • New franchise policy drafted and ~20 new franchise onboarded under the new policy • STC interventions identified to process and efficiency improvement • Salesforce implementation kicked off, targeted for Q2FY22 launch • Customer portal redesign project in progress - in discussion with key service providers • - WhatsApp bot Phase 2 launched – customer daily usage jumped 3x from January to April 2021 • Organization resizing target achieved within targeted period Selection and implementation of new HRMS - DarwinBox - for improved processes and efficiency in HR function • • Launch of new credit control policy and risk platform - for NBDs and existing customer control Incremental efforts to reduce annual rental costs through launch of GDW program

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