Investor Presentaiton

Phase 2: Enhanced Customer Service - 360° View* Self Service, Personalized, Insight Driven - "Making Service delivery a Sales Channel" Tenure/ROI Co-applicant Agreement Future Emi's Loan Details Self Service & FTR Resolutions • • Agent assist & Customer 360 Loan details One click send for customer requests Integration with Insurance hub Customer Interaction Management Omnichannel 360° View Hyper-Personalization for • • . distinctive & contextual experience. CRM to Cloud telephony dialler Integration Customer Portal & Mobile App Self Serving Kiosk @ branches Integrated Communication Hub Customer Insights • • • Insurance Branch Walkin Call center/IVR Email/SMS Whatsapp/Chat BOT NPS - VOC Collections across lifecycle NPS Score addition & mapping in MSD CRM through all digital channels Customer Sentiment Analysis Building Customer Happiness Quotient Contextual hyper-personalized communications Portal/Mobile App NPS/VOC Customer Interaction Happiness Quotient Behavioral Data Social Media Seeds Documents Repayment details Incentive Earned Lead Management Cross Sell Top Up Offers Pre Approved Offers Demographic Data Transaction Data Closure/Refund KYC • . • Promote & Manage Cross Sell P Segmented campaign management in CRM STP fulfilment journey for Pre-Approved Offers Co-browser assisted Journeys Lead Management & tracking Drive STP & FTR . E-Nach Status/curing/swapping • E-Nach registration (tracking) . Personal Details CKYC/Re-KYC initiation Personal data updation (Email / Mobile) Bank Details Restructuring/Resch eduling STP Servicing, Process Automations Unified Payment Platform . . • Realtime Payment Posting & Receipting Proactive NOC Issuance Automation Closure & Refund Issuance Automation *~ 20% progress made in these propositions - On Track 31

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