L&t Finance Ltd · NSE:LTF
L&t Finance — Investor Day (November 2024)
165 slides from L&t Finance's investor day presentation, Nov 25, 2024
Slide 1: Submission of investor / analyst presentation
9 L&T Finance November 25, 2024 National Stock Exchange of India Limited BSE Limited Exchange Plaza, Corporate Relations Department, Plot No. C/1, G Block, 1st Floor, New Trading Ring, Bandra - Kurla Complex, Bandra (East), P. J. Towers, Dalal Street, Mumbai - 400 051. Mumbai - 400 001. Symbol: LTF
Slide 2: Investor Digital Day: Tech Vision & Execution Roadmap
INTERNAL <9J l&T Finance L&T FINANCE L&T FINANCE Investor Digital Day Tech Vision & Execution Roadmap 25TH November’24
Slide 3: Disclaimer
INTERNAL Disclaimer 9 L&T Finance L&T Finance Limited (formerly known as L&T Finance Holdings Limited) (the “Company”) offers a range of financial products and services under the L&T Finance (LTF) brand. The information provided in this presentation by the Company is for information purposes only. T
Slide 4: Mr. Sudipta Roy, Managing Director & CEO
Mr. Sudipta Roy INTERNAL 9 L&T Finance Managing Director & CEO L&T FINANCE With L&T Finance since : July, 2023 Total years of : 28 years experience Past Experience : ICICI Bank, Deutsche Bank, Citibank N.A. Educational : MBA - XLRI Jamshedpur Qualification B.Tech. (Hons.) - IIT Kharagpur 3
Slide 5: Some facts not widely known about L&T Finance
INTERNAL Some facts not widely known about L&T Finance… 9 L&T Finance L&T2.5Cr+ FINANCE Ill' Ill' Ill' Ill' Strong distribution franchise ~50-50% 13,200+ customer franchise Distribution of portfolio mix distribution touchpoints & Highest rural franchise of 1.6Cr amongst NBFC peers between Urban & Ru
Slide 6: Transformation story
INTERNAL 9 L&T Finance Transition from a Wholesale dominant franchise to a Retail diversified NBFC L&T FINANCE Retailisation at 96% (Up by 45%) Retail Book grew by 97% Realignment of strategy from ‘Product focused’ to ‘Customer focused’ L&T Finance RoA RoE Posted highest ever PAT of ₹ 696Cr Fast For
Slide 7: Accelerated business momentum
INTERNAL 9 L&T Finance Accelerated business momentum Book Business Growth I~ 15,092 ✓ 1.38x growth in Retail book* led = 11,193 35% I';: : :==== Rural Business Finance 1.34x Farmer Finance 1.10x L&T FINANCE by razor sharp focus on customer acquisition and focus TW Finance Personal Loans 1.38x 1.20x
Slide 8: Bolstered people, risk & service framework
INTERNAL 9 L&T Finance L&T FINANCE • • •• • • • • • • • • .• • @ Bolstered people, risk & service framework • • • • • • • • • • ✓ Transitioned from Silo to Matrix organization ✓ Built a 3-Tier Compliance structure for • • structure a Compliance first approach • Picking up speed • • ✓ Recognized as a
Slide 9: Future ready Digital@core
INTERNAL 9 L&T Finance L&T FINANCE • • •• • • • • • • • • .• • @ • • • • • • • • Future ready Digital@core • • • • • Picking up speed • @ ✓ Omni channel digital architecture ✓ API stack for E2E digital journeys at • • in execution in the • ✓ Reimagined customer journeys to partnerships last 18 month
Slide 10: Ramped up brand visibility & thought leadership
INTERNAL 9 L&T Finance L&T FINANCE ••••• • • • ••••• • •• • •• •• • • • • • • • • • • • @ • • • • • • • • • • • • • Picking up speed • • Ramped up Brand visibility & Thought Leadership • in execution in the • last 18 months… ✓ Multi-channel brand building efforts ✓ Launched Integrated Marketing • Ca
Slide 11: Digital transformation around a productized tech approach
INTERNAL Digital transformation around a productized tech approach 9 L&T Finance - ----- ---- - - -- 1 1r✓ --~,.-~-,-i~-- --=-= - -= - -=- =- -=--=--=--: -= - -=- -~- -, -:- -:_ = ==-- - .. .. .,~ " • - -:_ - -: - :-_-:---c=..c Branch - _-:.=: --::::: - -c=..c _ - ::::: - -:.=: - -::::: - ::::: - -c
Slide 12: Tech blocks making LTF future ready
INTERNAL Tech blocks making LTF future ready.. 9 L&T Finance Customer L&T FINANCE -----► Consent Layer Ability to Identify Customer Liveness matching With OCR as KYC Account Aggregator deep integration Digilocker, fuzzy logic & penny credit to reduce TAT & prevent frauds Identification through video
Slide 13: Tech blocks making LTF future ready
INTERNAL Tech blocks making LTF future ready.. 9 L&T Finance •-------- L&T FINANCE Customer Consent Layer -----► •-----!'------_I--------+ Customer Intelligence Ability to understand Ability to Identify Customer Customer Liveness matching Understand propensity for Loan With OCR as KYC take-up Accoun
Slide 14: Tech blocks making LTF future ready
INTERNAL Tech blocks making LTF future ready.. 9 L&T Finance Customer Customer •-------- L&T FINANCE Consent Layer -----► •-----j'------_1--------.. Intelligence •------ Credit Intelligence Layer ----► Ability to understand Ability to Identify Customer Ability to Underwrite Customer B Liveness match
Slide 15: Tech blocks making LTF future ready
INTERNAL Tech blocks making LTF future ready.. 9 L&T Finance Customer Customer •-------- L&T FINANCE Consent Layer -----► •-----j'------_1--------.. Intelligence •------ Credit Intelligence Layer ----► •------- Portfolio Intelligence Layer ----► Ability to understand el Ability to Identify Customer
Slide 16: Aspirations from our digital transformation
INTERNAL Aspirations from our digital transformation 9 L&T Finance Creating value for our stakeholders L&T FINANCE 9£) ~ Geo- Scale up low Stable and Best in class Faster rollout expansion, cost predictable customer of new product Pan - India acquisition credit costs satisfaction & stabilization foo
Slide 17: Futuristic Digital Architecture
INTERNAL 9 L&T Finance INVESTOR DIGITAL DAY Futuristic Digital Architecture
Slide 18: Mr. Ramesh Aithal, Chief Digital Officer
Mr. Ramesh Aithal INTERNAL 9 L&T Finance Chief Digital Officer L&T FINANCE With L&T Finance : February, 2024 since Total years of : 27 years experience Past Experience : Elastic Search BV, Zenefits, Goldman Sachs, Ness Technologies, Citibank N.A. Educational : B.E. - NIT Surathkal Qualification 17
Slide 19: Where is the tech BFSI industry headed
INTERNAL Where is the tech BFSI industry headed... 9 L&T Finance GEN AI L&T FINANCE Breakthrough that impacts every aspect of technology & banking HYPER OPEN LENDING PERSONALISATION ECOSYSTEM Tailored offerings to individual Ecosystem-wide collaboration customers based on behaviors, among Fintechs,
Slide 20: Engineering for tomorrow – Future Tech Landscape
INTERNAL L&T Finance’s Engineering for tomorrow – Future Tech Landscape 9 L&T Finance ... ... Branch LEARNING LAYER '' '' Open API & Microservice based architecture '' \ \ L&T FINANCE Acquisition Layer Portfolio Layer I Customer Consent & Verification I I FLS/DSA Unified Customer Experience I Inform
Slide 21: Engineering for tomorrow – Future Tech Landscape
INTERNAL L&T Finance’s Engineering for tomorrow – Future Tech Landscape 9 L&T Finance LEARNING LAYER Branch ,-----, Open API & Microservice based architecture I I I I L&T FINANCE Acquisition Layer Portfolio Layer Customer Consent & Verification I I Customer Consent & Verification FLS/DSA I I Unified
Slide 22: Customer Consent & Verification
INTERNAL Customer Consent & Verification 9 L&T Finance Consent is the cornerstone of trust L&T FINANCE Consent Architecture ~ 1111 ~ User Consent ------©------7 ---{ _ ...................·-, .,. DigiLocker Data Sources NSDL Ttchnology, Trust&ANcfl ,,--- -- ----- ----- -- Perlios =~~r~~ e --~~1!'.si.
Slide 23: Fintechs & Account aggregators
INTERNAL INTERNAL Fintechs & Account aggregators L&T FINANCE I I ! e anumati esaafe i ' e I I l&T Finance ~ IGNOSIS ---+JI ~ : ~~- -1FINVU ! Nt:.S t . A.., 1 lhla l.lm11f'd ~ I !------------~ ~-~~~~r ____ _,, ! E-statement: 5-7 Mins 15-30 Secs Scanned statement: 1-4 hours AA implementation for incom
Slide 24: Fintechs & Account aggregators – PFM on PLANET
INTERNAL Fintechs & Account aggregators L&T FINANCE Selected Accounts (1) ~-llHii=i i I I liJD Ale. Balance Ale. Balance Ale. Balance 2,00,000 2,00,000 6,10,432 Cash Position Cashflow Balance t1.90l Introducing PFM on PLANET – Personal Finance Management • Banking, Transaction analysis → AA • UI/UX,
Slide 25: Customer Consent & Verification
INTERNAL Customer Consent & Verification 9 L&T Finance Consent is the cornerstone of trust New customer on-boarding Identity 100% via V-KYC in PL L&T FINANCE • DigiLocker • Face Match Consent Architecture • V-KYC • NSDL / GST E-sign based agreement --, ' 100% signing ~ 1111 !~ User Consent &&>- :,,_
Slide 26: Engineering for tomorrow – Future Tech Landscape
L&T INTERNAL Finance’s Engineering for tomorrow – Future Tech 9 L&T Finance Landscape Branch LEARNING LAYER Open API & Microservice based architecture L&T FINANCE ,-----, Acquisition Layer Portfolio Layer Customer Consent & Verification FLS/DSA I I Unified Customer Experience I I I I Information Sec
Slide 27: Customer intelligence
INTERNAL Customer intelligence 9 L&T Finance ECOSYSTEM HARNESSED L&T FINANCE Perfios Early warning d igio signals (,--------------------------------------------------------------------------, Customized Customer II I I Digital Partnership ecosystem set up '\ I I 360⁰ offerings I I I I I I \ with 50+
Slide 28: Customer intelligence
INTERNAL Customer intelligence 9 L&T Finance ,,--------------------------------------------------------------------------~, I \ , I ' \I I Video Personal Discussion for AI based I I I I I I I I I I Geo tagging, route map creation via I I I I I Customer profiling (Business, Stock/ I I I I I I I I I I
Slide 29: Engineering for tomorrow – Future Tech Landscape
L&T INTERNAL Finance’s Engineering for tomorrow – Future Tech 9 L&T Finance Landscape Branch LEARNING LAYER Open API & Microservice based architecture L&T FINANCE ,-----, Acquisition Layer Portfolio Layer Customer Consent & Verification FLS/DSA I I Unified Customer Experience I I I I Information Sec
Slide 30: Credit intelligence – Project Cyclops
INTERNAL Credit intelligence – Project Cyclops 9 L&T Finance Next gen credit underwriting engine aimed at higher approval rates & higher ROA L&T FINANCE Credit engine blueprint Expected system performance ▪ Alternate data sources ▪ Fast Processor, fault tolerant system ▪ AI models ▪ High volume proc
Slide 31: Credit intelligence – Project Cyclops
INTERNAL Credit intelligence – Project Cyclops 9 L&T Finance Applications L&T FINANCE Trust signals Geo signals API AA Alternate Data Sources Models Data Streaming Cloud Gateway Multibureau CYCLOPS CORE Control Applications Artificial Intelligence Data Lake Data Warehouse 30
Slide 32: Credit intelligence – Project Cyclops
INTERNAL Credit intelligence – Project Cyclops 9 L&T Finance L&T FINANCE VERACITY VARIETY \ I I I I VELOCITY VOLUME 31
Slide 33: Credit intelligence – Project Cyclops
INTERNAL Credit intelligence – Project Cyclops 9 L&T Finance L&T FINANCE Ability to handle disparate data 1t ~ = Java sources Jft\Spring \i:ilboot VERACITY VARIETY • Alternate data sources – 16+ Fintechs • Platform agnostic integrations • Structured & unstructured data VELOCITY VOLUME 32
Slide 34: Credit intelligence – Project Cyclops
INTERNAL Credit intelligence – Project Cyclops 9 L&T Finance L&T FINANCE ~ [I] [I][I][I] Massive volume handling capacity lj_l lj_llj_ll j_l Horizontal scale up • Microservices based architecture Microservice • Horizontal scaling up VARIETY VOLUME architecture for traffic sustenance Before: 8000/day
Slide 35: Credit intelligence – Project Cyclops
INTERNAL Credit intelligence – Project Cyclops 9 L&T Finance L&T FINANCE §g kafka ~ High speed transaction processing Processing within milliseconds • Fast API • Low latency design platform VOLUME VELOCITY Parallel processing • Parallel Processing Project CYCLOPS: 100+ Hits/ Sec VARIETY VERACITY / J
Slide 36: Credit intelligence – Project Cyclops
INTERNAL Credit intelligence – Project Cyclops 9 L&T Finance L&T FINANCE Ability to deal with incomplete data HA → Highly available sets Cluster of 3 nodes §g kafka VELOCITY VERACITY • Observability → observe every aspect of the No manual system/transactions, 70+ attributes intervention • 100% relia
Slide 37: Credit intelligence – Project Cyclops
INTERNAL Credit intelligence – Project Cyclops 9 L&T Finance Next gen credit underwriting engine aimed at higher approval rates & higher ROA L&T HighFINANCE speed transaction processing Ability to deal with incomplete data sets • Fast API • Observability: Observe every HA → Highly available • Low la
Slide 38: Project Cyclops – Leveraging high speed compute
INTERNAL Credit intelligence – Project Cyclops 9 L&T Finance Leveraging high speed compute for better underwriting and quicker TAT L&T FINANCE Data Parameters Avg. API speed (in milliseconds) Throughput (Hits/sec) I ,,,------------------------ --------------~,, ,,,,------------------------ ---------
Slide 39: Engineering for tomorrow – Future Tech Landscape
L&T INTERNAL Finance’s Engineering for tomorrow – Future Tech 9 L&T Finance Landscape Branch LEARNING LAYER Open API & Microservice based architecture L&T FINANCE Acquisition Layer ,------,Portfolio Layer Customer Consent & Verification FLS/DSA Unified Customer Experience I I I I Information Securit
Slide 40: Portfolio intelligence – Project Nostradamus
INTERNAL Portfolio intelligence – Project Nostradamus 9 L&T Finance State-of-art automated portfolio management engine with predictive risk management L&T FINANCE Initial architecture blueprint Timeline • Conceptualization > Ability to ingest data from 0 ft External data Internal data ~ Customer Pro
Slide 41: Engineering for tomorrow – Future Tech Landscape
L&T INTERNAL Finance’s Engineering for tomorrow – Future Tech 9 L&T Finance Landscape Branch LEARNING LAYER Open API & Microservice based architecture L&T FINANCE Acquisition Layer Portfolio Layer ------, Customer Consent & Verification FLS/DSA I I Unified Customer Experience I I I I Information Sec
Slide 42: Service intelligence
INTERNAL Service intelligence @ l&T Finance Transforming experiences through automated processes, AI-driven insights and personalization L&T FINANCE FY25-FY26 FY22-FY24 Objective: Revamp of processes and platforms to create predictive and personalized experiences Objective: Drive Digital first servi
Slide 43: PLANET – Where we are today
INTERNAL PLANET – Where we are today @ l&T Finance 7 18 1.3 Cr+ 208 Business App Users 12 L&T FINANCEEngagement Journeys Journeys Services Languages 9:41 ~9:4 1 9:41 , ,11 ? 9:4 1 Hello, Hello, Rajneesh Mathur! Q 0 Rajneesh Mathur! Q 0 Hello. Rajneesh Mathur ! Q Please select your preferred Explore
Slide 44: PLANET – Where we are today
INTERNAL PLANET – Where we are today 9 L&T Finance Downloads (in million) Collection Amount (in ₹ cr) Servicing % 1170 13 L&T FINANCE 1.8x 82% 25x 38x 47% 5.7 322 29% 0.5 30 H1FY23 H1FY24 H1FY25 H1FY23 H1FY24 H1FY25 H1FY23 H1FY24 H1FY25 MAU (in millions) 1.9 Business done (in ₹ cr) 1680 H1 FY25 ₹ 55
Slide 45: PLANET – Evolution of our D2C platform
INTERNAL PLANET – Evolution of our D2C platform 9 L&T Finance 1.0 L&T FINANCE 2.0 3.0 Hello, - Rajneesh Mathur! You may be eligible for a P@rsOnill LOiln of upto f 5 lakh Apply now ~ Track Personal Loan appl ication > My Loans ~ Two Wheeler Loan View Details U.NlJA567190 10 f 27,778 P• yEMI ~ Pers -
Slide 46: Tech modernization for sustainable growth
INTERNAL Tech modernization for sustainable growth 9 L&T Finance Engineering Productivity API Stack L&T FINANCE 30ms 99.5% 500+ SPEED AGILITY Average API API API RESILIENCE response time success rate Integrations 20% increase 50% Agile 40% reduction in product feature practice adoption across in inc
Slide 47: LTF Adaptive & Resilient Cyber Security
INTERNAL Remaining vigilant of evolving threats 9 L&T Finance LTF Adaptive & Resilient Cyber Security L&T FINANCE AI Weaponized Ransomware AI ML - Deep fake & Zero Trust Security Architecture - "never trust, always verify" synthetic media q Robust Vulnerability Management (Web, Mobile & API) & Patch
Slide 48: Delivering impact across customer lifecycle
INTERNAL Delivering impact across customer lifecycle 9 L&T Finance Sourcing Disbursement & Collection Servicing Retention L&T FINANCE Avg. Sanction TAT → ML, TW, PL 10 Mins < 5 mins FY23 FY25 New digital integrations coupled with continuous improvement in backend orchestration helping in TAT proposi
Slide 49: Delivering impact across customer lifecycle
INTERNAL Delivering impact across customer lifecycle 9 L&T Finance Sourcing Disbursement & Collection Servicing Retention L&T FINANCE (!) (!) r Avg. Sanction I I Reduction in TAT - D2C TAT → ML, TW, PL Payments to EMI adjustment 10 Mins -- ~ 3 sec FY23 FY25 LMS posting of payments made by the custom
Slide 50: Delivering impact across customer lifecycle
INTERNAL Delivering impact across customer lifecycle 9 L&T Finance Sourcing Disbursement & Collection Servicing Retention L&T FINANCE - -(!)- - (!) _I_____,I I_ _____,] Avg. Sanction TAT → ML, TW, PL r Reduction in TAT - D2C Payments to EMI adjustment r Resolutions sought by Rural customer base on P
Slide 51: Delivering impact across customer lifecycle
INTERNAL Delivering impact across customer lifecycle 9 L&T Finance Sourcing Disbursement & Collection Servicing Retention L&T FINANCE - -(!)- - (!) r r r _I_____,I l_ _____,] I___I Avg. Sanction Resolutions sought by Rural Reduction in TAT - D2C Increased engagement TAT → ML, TW, PL customer base on
Slide 52: Delivering impact across customer lifecycle
INTERNAL Delivering impact across customer lifecycle 9 L&T Finance Sourcing Disbursement & Collection Servicing Retention L&T FINANCE - -(!)- - (!) _I_____,I l_ _____,] I___I _I__I r r Resolutions sought by Rural r Avg. Sanction Reduction in TAT - D2C Increased engagement TAT → ML, TW, PL customer b
Slide 53: Driving Growth Through AI
INTERNAL 9 L&T Finance L&T FINANCE INVESTOR DIGITAL DAY Driving Growth Through AI
Slide 54: Dr. Debarag Banerjee, Chief AI & Data Officer
Dr. Debarag Banerjee INTERNAL 9 L&T Finance Chief AI & Data Officer L&T FINANCE With L&T Finance : February, 2024 since Total years of : 25+ years experience Past Experience : Agoda, Flipkart, Jio, Intel Educational : Ph.D. in AI - Stanford University, Qualification MS - University of Tennessee, B.T
Slide 55: Introduction: My Journey in Digital India
INTERNAL Introduction: My Journey in Digital India 1994: Early pioneer in what is now call Deep Learning • BTech IIT Kharagpur : Published my first paper on Neural Networks in IEEE 1994- 2015: Grew up with the Tech Industry in Silicon Valley • PhD at Stanford; 15 patents • Founded and successfully e
Slide 56: Credit, Customer, Data, Portfolio, Service Intelligence
INTERNAL 1 Credit Intelligence 2 Customer Intelligence 3 Data Intelligence 4 Portfolio Intelligence 5 Service Intelligence 9 L&T Finance
Slide 57: Credit, Customer, Data, Portfolio, Service Intelligence
INTERNAL 1 Credit Intelligence 2 Customer Intelligence 3 Data Intelligence 4 Portfolio Intelligence 5 Service Intelligence 9 L&T Finance
Slide 58: TW Project Cyclops: Under the Hood
INTERNAL TW Project Cyclops: Under the Hood Raw Data ML Model Ensemble Models Segments ------------------------------------------------------1 I I I I I I I I Credit History Credit Bureau Model I I I , - - - - - - - --''- ' GINI: 45% Bureau + Banking GINI: 57% I Segment 1 Bank Statements l Banking M
Slide 59: TW Project Cyclops Shifts the Customer Mix
INTERNAL TW Project Cyclops Shifts the Customer Mix For Better Customers: • Lower Down payment Increases Uptake by Better Segs Customer Mix Shifts • Lower Interest Rate Towards Better Ones ABND Rates Segment Down Interest Customer distribution After Project Cyclops & Payment Rate Seg5- 40% 75% 37% B
Slide 60: Approval Rates Increase while Lowering Delinquency
INTERNAL Approval Rates Increase while Lowering Delinquency Approval rates increased as Project Cyclops ramped up Lowered Credit loss by more than half % Approval rate 75% 43% 45% 40% Project Cyclops Launch Before Project Cyclops 70% 35% 28% 30% 65% NNS* 25% Falls by 64% 20% 60% 14% 15% 10% 55% Afte
Slide 61: Taking Project Cyclops to the Farm
Taking INTERNAL Project Cyclops to the Farm Planned Go live : Dec 24 Satellite & meteorological data improves delinquency prediction of tractor loans Red & Black Desert Temperature Rainfall 28.87 142.34 959.70 18.02 75.21 689.20 Alluvial Temperature 22.8 28.57 33.87 Brown Rainfall Red 3.04 42.46 485
Slide 62: Credit, Customer, Data, Portfolio, Service Intelligence
INTERNAL 1 Credit Intelligence 2 Customer Intelligence 3 Data Intelligence 4 Portfolio Intelligence 5 Service Intelligence 9 L&T Finance
Slide 63: Undiscovered Prime: Lifestyle modelling
INTERNAL Undiscovered Prime: Lifestyle modelling In early life, a Prime Customer’s bureau footprint is thin. Customer Intelligence on Alternative data, we can identify & nurture them early j 0. Undiscovered Prime Urban Customer Rural Customer • High Expense 1#f&i' 1 • Spend on furniture ₹ 75 Lacs HL
Slide 64: GenAI on Unstructured Data: LAP to MFI customers
INTERNAL GenAI on Unstructured Data: LAP to MFI customers Multi-floor Prompt house Engineering Painted Walls Multi-shot Learning Metal Doors GenAI Brick house Score: 9 FLOs clicks the customer KYC image is sent to LLM derives a score based Better Customer receives FLO Visits customer house on House
Slide 65: MFI – GenAI based Auto Attendance
INTERNAL MFI – GenAI based Auto Attendance When MFI customers attend monthly meetings, better loan repayment follows MFI Monthly Meeting: Pic by FLO Attendance Tracked Advanced AI using CNN II. . models for Face recognition with KYC Image X
Slide 66: Psycho Demographic Index
INTERNAL Psycho Demographic Index Psychometrics as a credit assessment tool, where conventional credit data is insufficient or absent. Q1. When it comes to budgeting the household expenses, what is your approach: Conscientiousness I always plan my expenses on the first Sunday of the month. Last mont
Slide 67: Credit, Customer, Data, Portfolio, Service Intelligence
INTERNAL 1 Credit Intelligence 2 Customer Intelligence 3 Data Intelligence 4 Portfolio Intelligence 5 Service Intelligence 9 L&T Finance
Slide 68: The Future: more data, more returns
INTERNAL The Future: more data, more returns Evaluating & Identifying various alternate data provider to build a high value data library for building models & insights for all stages of lending journey Existing data e Under Evaluation ~~l Banking (Account Aggregator) RODI – 8.46 ~ . Digital Footprin
Slide 69: Credit, Customer, Data, Portfolio, Service Intelligence
INTERNAL 1 Credit Intelligence 2 Customer Intelligence 3 Data Intelligence 4 Portfolio Intelligence 5 Service Intelligence 9 L&T Finance
Slide 70: Nostradamus: Automated Risk Management System
INTERNAL GO LIVE : Q2FY26 Nostradamus: Automated Risk Management System Data Portfolio Monitoring Actions taken l ----------------------------------------------------------~:~r=-::=:::=--=--==~--_-_-=-=-=-=-=-~ r 1i&1 1 1 Banking (Account Aggregator) ' Banking (Account Customer monthly analysis Mode
Slide 71: Credit, Customer, Data, Portfolio, Service Intelligence
INTERNAL 1 Credit Intelligence 2 Customer Intelligence 3 Data Intelligence 4 Portfolio Intelligence 5 Service Intelligence 9 L&T Finance
Slide 72: Chatbots Have Been A Failure
INTERNAL INTERNAL Chatbots Have Been A Failure!!! whats the rate of interest for home loan 3:18 PM --.// I What is the maximum loan tenure that I can get? It seems you have asked for a service that I'm currently not Pleas,e visit here to know more. trained for. 3:19PM However you can choose any of t
Slide 73: Expectations from a Chatbot
INTERNAL INTERNAL Expectations from a Chatbot How can I be eligible to take a high amout home loan? I!' 1,09,324 EMI / month O□ View Amortization v To determine your eligibility for a high-amount home loan I need Loan Amount Duration Interest Rate(per annum ) some information. ' I!' 1,34,64,000 25 y
Slide 74: Knowledgeable AI - KAI
INTERNAL INTERNAL Knowledgeable AI - KAI Responsive I'm KAI*, I'm here to answer your home loan queries. Personalized 6) Chat Now OR Choose from the popular topics given below Experience t6l Calculate my EMI per @ Applicable interest rate month Visit KAI at e Eligible loan duration @ Apply for Home
Slide 75: Rural Business Finance: Digital Strategy Update
-- - - - -, INTERNAL 9 L&T Finance ; INVESTOR DIGITAL DAY Rural Business Finance Digital Strategy Update
Slide 76: Ms. Sonia Krishnankutty, Chief Executive – Rural Business Finance
Ms. Sonia Krishnankutty INTERNAL 9 L&T Finance Chief Executive – Rural Business Finance L&T FINANCE With L&T Finance : June, 2008 since Total years of : 25 years experience Past Experience : Bank of Baroda Educational : MBA – XLRI Jamshedpur Qualification PG – Kerala University 75
Slide 77: High quality rural franchise built-up over the past 16 years
INTERNAL High quality rural franchise built-up over the past 15 years 9 L&T Finance Our Presence Our Growth Trajectory empowered through Digital tech driven credit calibrated framework 26, 500 J&K I Book (₹ Cr.) 21, 500 HP PB UK 16, 500 HR 24,673 26,352 11, 500 18,693 RJ UP AS 6,5 00 12,476 12,495 1
Slide 78: Driving efficiencies through data & technology
INTERNAL Driving efficiencies through data & technology ff?) l&T Finance 2018-20 2020-22 2022-23 2023-24 2024-25 Launched app-based digital sourcing journey & real time EMI receipting Trigger-based EWS framework for portfolio monitoring Maker-checker workflow introduced through an independent apprai
Slide 79: Driving efficiencies through data & technology
INTERNAL Driving efficiencies through data & technology ff?) l&T Finance 2018-20 2020-22 2022-23 2023-24 2024-25 Instant credit sanction in under 1 minute Launched mid-term offers for repeat customers ~~ f - ..........................................................................................-
Slide 80: Driving efficiencies through data & technology
INTERNAL Driving efficiencies through data & technology ff?) l&T Finance 2018-20 2020-22 2022-23 2023-24 2024-25 Launched Unified Sourcing & Collection App Leveraged data to roll out tailor- made pre-approved offers Implemented smart Document Management System Inbuilt system calculator for household
Slide 81: Driving efficiencies through data & technology
INTERNAL Driving efficiencies through data & technology ff?) l&T Finance 2018-20 2020-22 2022-23 2023-24 2024-25 Achieved 100% Paperless customer ,.__, _ _ _ _ _ _/ on-boarding Integrated with Multiple Technology - ~....................................................................................
Slide 82: Driving efficiencies through data & technology
INTERNAL Driving efficiencies through data & technology ff?) L&T Finance 2018-20 2020-22 2022-23 2023-24 2024-25 Achieved 25% Digital Collections Introduced Mobile DIY journey through Planet App '--~~~~~~~~~~ I Implemented Customer Leverage Tracker for risk-band categorization '--~~~~~~~~~~ I AI for
Slide 83: Growth dividend of digitization
o□fi Growth dividend of digitization INTERNAL @ L&T Finance Tech Data Way Forward ) » Geo-spatial data analysis for Geo- » Home-grown custom LOS Expansion/consolidation » App based Digital customer journey Customer » Multiple 3rd party API integrations for Lifestyle Index » Instant Credit Assessment
Slide 84: Harvesting existing customer base with tech driven customer retention
,~INTERNAL Harvesting existing customer base with tech driven customer retention @ L&T Finance 00 Tech Data Way Forward ) » Straight-through-processing journeys for » Pre-qualified Customer Pool pre-approved pool » Utilizing existing JLG customer base for » Green Channel workflow for superior Predic
Slide 85: Protecting customer franchise with data-driven portfolio monitoring
Protecting customer franchise with data-driven portfolio monitoring INTERNAL @ L&T Finance Tech Data Way Forward ) » OCR and ML checks for customer » Pin code level bureau performance identification and authentication analysis Predictive models » EWS (Early Warning Signal) triggers basis geo-politic
Slide 86: Rural Business Finance
INTERNAL 9 L&T Finance Rural Business Finance Digital strategy update & its role in shaping business
Slide 87: Calibrating strategy in a dynamic market environment
INTERNAL Calibrating strategy in a dynamic market environment 9 L&T Finance Moderated disbursements basis collection ' Restricted sourcing to 2 external associations even for Comfort Factors thresholds at branch level repeat customers; more stringent than MFIN norms 2,0 00 In ₹ Cr 41.2% ■ Sep'24 ■ O
Slide 88: Conservative sourcing norms with focus to on-board lower leveraged customers
INTERNAL Conservative sourcing norms with focus to on-board lower 9 L&T Finance leveraged customers Association wise customer composition at sourcing Association Q2 FY24 Q3 FY24 Q4 FY24 Q1 FY'25 Q2 FY25 Oct’24 •• .............. .............. .............. .............. .............. ............
Slide 89: Prudent association norms leading to continued reduction in leveraged customer base
Prudent INTERNAL association norms leading to continued reduction in 9 L&T Finance leveraged customer base Customer Association on Rural Group Loans & Microfinance outstanding book (%) 45. 0% ■ Q1FY25 ■ Q2FY25 ■ Oct'24 40.5% 41.2% 40. 0% 38.3% 35. 0% 5.0% of outstanding book has customers with LTF+
Slide 90: Robust collection efficiencies in a challenging environment
INTERNAL Robust collection efficiencies in a challenging environment 9 L&T Finance 0 DPD CE = POS of 0 DPD collected / POS of 0 DPD billed RURAL BUSINESS FINANCE - - 0 DPD CE % L&T FINANCE FY24 FY25 RURAL GROUP LOANS & MICRO FINANCE (JLG) 99.8% 99.8% 99.8% 99.9% 99.8% 99.8% 99.8% 99.8% 99.8% 99.7% 9
Slide 91: Healthy bucket-wise asset quality trends
INTERNAL Healthy bucket-wise asset quality trends 9 L&T Finance PAR Trend 0 DPD L&T FINANCE 7.0% Book % 96.8% 97.1% 97.0% 96.8% 96.4% 6.0% 5.0% 3.6% 4.0% 3.2% 3.2% 2.9% 3.2% 2.9% 3.0% 2.9% 3.0% 3.0% 3.1% 3.0% 2.5% 2.6% 2.7% 2.6% 2.5% 2.8% 2.5% 2.0% 2.4% 2.1% 1.0% 0.0% Q2FY24 Q3FY24 Q4FY24 Q1FY25 Q2F
Slide 92: Strengthened feet-on-street to enhance collections & maintain portfolio quality
Strengthened feet-on-street to enhance collections & maintain INTERNAL portfolio quality 9 L&T Finance Manpower Composition across states State Jun'24 Oct'24 % increase Rationalized field loan officer’s APC from 540 to 490 to optimize L&T FINANCE Bihar 2,911 3,441 18% span of control and improve mon
Slide 93: Harnessing our strong franchise to tap rural financing opportunities
Harnessing INTERNAL our strong franchise to further tap into rural financing opportunities 9 L&T Finance Launched Micro LAP to diversify into secured lending segment L&T FINANCE Book Size: ₹ 214 Cr Utilizing vast distribution network & infrastructure ._. ., / ///,_,/ · ® across PAN India (1900+ bran
Slide 94: Farmer Finance: Digital Strategy Update
INTERNAL 9 L&T Finance INVESTOR DIGITAL DAY Farmer Finance Digital Strategy Update
Slide 95: Mr. Asheesh Goel, Chief Executive – Farmer Finance
Mr. Asheesh Goel INTERNAL 9 L&T Finance Chief Executive – Farmer Finance L&T FINANCE With L&T Finance since : April, 2019 Total years of experience : 30 years Past Experience : Citi, Aditya Birla Finance Educational Qualification : Chartered Accountant 94
Slide 96: Farmer Finance: Business Overview
INTERNAL Farmer Finance : Business Overview ff?) l&T Finance g Farmers (Small, Medium & Large) Age 20-65 Years Tractor usage Self + Hiring How has Second Half of the year started ,-------------------------------, I I ,-------------------------------, I I ,-------------------------------, I I I Disbu
Slide 97: Tractor Finance: Journey & Challenges
INTERNAL Tractor Finance : Journey & Challenges @ l&T Finance Up to FY17 FY17 to FY19 FY19 to FY23 FY23 onwards Journey Pen & Paper Based Journey Hand-held scanner for document upload ► Tablet Based Data capturing ► Digital Mobile App for Sourcing Completely remote, less Traditional Pen & Paper Ease
Slide 98: Tractor Loan: Interventions aiding to Protect Sourcing Quality
INTERNAL Tractor Loan : Interventions aiding to ‘Protect’ Sourcing Quality @ l&T Finance Multiple DataData Declaration Minimalbased Active Banking & Primary Real-time Assessment visibility of of Better understanding Identify Inadequacy pull Documentation Info bank habits A/c Standard living standard
Slide 99: Warehouse Receipt Finance: Framework & Challenges
INTERNAL Warehouse Receipt Finance : Framework & Challenges ff?) l&T Finance r----------------------- Product Framework 1 Commodity deposit Professional Warehouses Disbursements 40% ₹ 400 Cr. 3 Disbursement of Loan 2 WHR & QC report Framework (since inception) Collateral Borrower 4 Repayment of Dues
Slide 100: Warehouse Receipt Finance: Innovation led the Growth
INTERNAL Warehouse Receipt Finance : Innovation led the ‘Growth’ ff?) l&T Finance I - - - - --& Document No Physical intensive Quick Highersanction TAT Manual Automated monitoring of price Best -in-class Unwieldy releaserelease process Documents process & disbursement Sanction (7 - 20 days) fluctuat
Slide 101: Up-Sell: Features & Challenges
INTERNAL Up-Sell : Features & Challenges ff?) L&T Finance •-------- ~------- ______ JL _Product I _ _ _Offerings ___ ---------------1: I •'• '' 1st Up-Sell 2nd Up-Sell Up-Sell '' Features 111 11 Lac+ 4 Lac+ '' l' '' '' Offer 6" © Offer -- .= Post closure .E:D !' '' '' '' :'' '' Existing Customer Act
Slide 102: Up-Sell: Harvest existing data base through D2C Journey
INTERNAL Up-Sell : ‘Harvest’ existing data base through D2C Journey @ l&T Finance ~ 0 "'- - - - - - - - -:- ~o:, M Autonomous Manpower Asset verification Asset at Flexibility ofloan Customizable End Transparency to End loan status dependent journey customer verification location offerings parameters
Slide 103: Urban Finance: Digital Strategy Update
INTERNAL 9 L&T Finance INVESTOR DIGITAL DAY Urban Finance Digital Strategy Update
Slide 104: Mr. Sanjay Garyali, Chief Executive – Urban Finance
Mr. Sanjay Garyali INTERNAL 9 l&T Finance Chief Executive – Urban Finance L&T FINANCE With L&T Finance : April, 2022 since Total years of : 28 years experience Past Experience : Kotak Mahindra Bank, HDFC Bank, GE Consumer Finance Educational : MBA – Panjab University, Chandigarh Qualification B.E. -
Slide 105: Snapshot – Urban Finance
INTERNAL Snapshot – Urban Finance 9 L&T Finance Disbursement - 16,727 - 20,415 Business Mix H1FY25 (Avg) 2W PL HL+ LAP 12,328 CAGR 9,737 HL + LAP : 40% >40% 6,469 FY21 FY22 FY23 FY24 H1 FY25 2W : 40% PL : 20% ......., 000 Customer Franchise (Lacs) 79.9 9.0 0.8 ODO ■ Disbursement (₹ Cr) =============
Slide 106: Two Wheeler Finance
INTERNAL 9 L&T Finance Two Wheeler Finance Digital strategy update & its role in shaping business
Slide 107: Transition towards becoming a leading player in 2W financing
Transition INTERNAL industry towards becoming a leading player in 2W financing 9 L&T Finance TW Industry (Amt.) In ₹ Cr. LTF Disbursal (Amt) Desired future LTF Growth – 20% 1,52,023 8,586 CAGR Integrating customer behaviours 99,750 ~10% CAGR 24% 1 within our digital VPP 85,624 5,014 LTF has 4,436 gr
Slide 108: Built a scalable digital and analytics powered infrastructure
INTERNAL Built a scalable digital and analytics powered infrastructure @ l&T Finance Seamless customer journey: Conditional Approval TAT within 2 mins II. . . Digital Sourcing & Onboarding Digital Underwriting & Sanctioning Digital Disbursement & Servicing 1------------------------------------------
Slide 109: Introducing our new digital Valued Partner Program (VPP)
INTERNAL Introducing our new digital ‘Valued Partner Program’ (VPP) 9 L&T Finance ,, - Valued .... Active – 9,000 9 L&T Finance Partner Program Technology Partner ... 0 VPP – 2,000 - ... Empower ~ Elevate ------- ~ Phase 1 Phase P ase 2 ~ JillOilBusiness usiness Growth & Visibility End to end digita
Slide 110: An inside look at the VPP interface
INTERNAL An inside look at the VPP interface 9 L&T Finance 9 L.&T Finance Month y L ad 9 L.&T Finance n r ashboard Stats - Partner Name Target vs Achievement Points Earned l.Ndudder• -- ........ -- Login Work in Progress Disbursed = . -- I -- - - - - Lead Details • o tfolio Health = SIM- 9 L.&T Fina
Slide 111: A digital native product funding life cycle customer needs
INTERNAL A digital native product funding life cycle customer needs 9 L&T Finance ( ------------, [ Closed 54+ Lac I I I I, Database passed through I I analytics to generate offers ) II ________________________________ Policy r---------------------- 1 Pre-approved offers I • :______________________
Slide 112: Strategic pivot towards building a prime portfolio
INTERNAL Strategic pivot towards building a prime portfolio 9 L&T Finance Asset type Prime Contribution J Bureau Score Prime Income proof ■ Disb Limits Customer customers 64% -- 52% 54% 56% - -- - -- 39% -- - -- 45% -- Account EV with > aggregator with defined asset minimum ABB cost < defined LTV Se
Slide 113: Enabling bottom line efficiencies
INTERNAL Enabling bottom line efficiencies 9 l&T Finance % of Sourcing Book Growth & Share of Prime from Project NNS Current MS% Customer Cyclops -- - --- -~-,.. ,-..,,-..,,.....,,-.., *" Book Growth – 33%; H1 Market share% - 10.4% Sep’23 - 39% Oct’24 - 64% Oct 24 - ~56% of total business # [ Oct 24
Slide 114: Personal Loan
INTERNAL 9 L&T Finance Personal Loan Digital strategy update & its role in shaping business
Slide 115: Embracing digital and AI innovations to build a quality portfolio
INTERNAL Embracing digital and AI innovations to build a quality portfolio 9 L&T Finance Industry – Portfolio Desired future LTF LTF Book (₹ bn) Growth – 15% Outstanding (₹ tn) 14 72 13 64 Up-sell on existing data with prime & salaried profiles LTF growth 7.0 primarily due to cross sell 5 FY21 FY24
Slide 116: Fostering Mega partnerships
INTERNAL Fostering Mega partnerships @ l&T Finance Data-driven Success: Our Journey to enhance customer experience & Upsell through deeper customer insights “Mega Partners” (10 Mn+ Customer Base) LTF Together creating synergy Huge In depth recurring product & customer Granular & business base differ
Slide 117: Case Study: Mega Partner
INTERNAL Case Study: Mega Partner 9 L&T Finance High Moderate Low l Our Approach Customer Quality Acquisition Cost Cost of Credit 23% 28x Premium 42% Super Premium I Customer Segmentation 9x Premium and Trend plus I 1x 35% - AUG-24 S E P-24 O C T-24 Segment contribution LTF disbursement (Scale up) 1
Slide 118: Next gen underwriting architecture and way forward
INTERNAL Next gen underwriting architecture and way forward.. @ l&T Finance Strategic technology & data led initiatives for future business growth and enhanced customer experience Customer Segmentation based policy Project Cyclops ( Way forward.. ] ~ I I ]> ( ] I ( I Current framework Trust Signals
Slide 119: Enabling bottom line efficiencies
INTERNAL Enabling bottom line efficiencies ff?) l&T Finance Share of Up-Sell to salaried Share of Prime existing in sourcing NNS Customer customer from digital originations Sep’23 - 44% Sep’24 - 77% [_ _] [ Sep’23 - 44% Sep’ 24 - 68% Sep’23 - 33% Sep’24 - 60% ] [_ _] Sep’24 - reduced NNS by 55% YoY
Slide 120: Home Loan & Loan Against Property
INTERNAL 9 L&T Finance Home Loan & Loan Against Property Business Performance Update
Slide 121: Seamless, swift, paperless customer experience with our Neo journey
Seamless, INTERNAL swift, paperless customer experience with our “Neo journey” @ l&T Finance 0 0 0 0 II II --- LOAn Approv1111 II CUstomer Digital login Data capture & Checks Loan approval/Sanction & E-sign Disbursement Journey - EKYC, Online Doc verification, - Automated CAM for salaried - Digital
Slide 122: Harnessing the power of our existing customer base and tech capabilities
Harnessing INTERNAL capabilities the power of our existing customer base and tech 9 L&T Finance ,------------------------- ..... , /,· \ ' \I ( l r : I 1st in I I I Potential ₹ 3,000 Cr + A loan product to fund home I + Customised I with specially I I Industry furnishing needs of customers I I produ
Slide 123: Enabling bottom line efficiencies
INTERNAL Enabling bottom line efficiencies @ l&T Finance Share of Prime Customer Disb/Book Growth Credit Cost Customer (730+) Premiumisation ( Disb (Cr.) – 57%; Book (Cr.) – 42% Growth : Sep 24 Vs Sep 23 ] ( H1 FY25 - 80%+ ] Ticket Size growth - ~10% (YoY YTD) ( Consistent reduction in GS3 ] 122
Slide 124: Urban Finance - Collection
INTERNAL 9 L&T Finance Urban Finance - Collection
Slide 125: Acknowledging the power of data & analytics in our collection framework
Acknowledging INTERNAL the power of data & analytics in our collection @ l&T Finance framework Indexed representation of industry delinquency vs LTF Collection Journey: ➢ Smart allocation of resources based on customer profile • Low risk (self cure) - Call centers 100% 87% • Medium risk – early on f
Slide 126: BRAKE App
INTERNAL BRAKE App @ l&T Finance Pending User .... 0 Customer Details Pending User NAJMA BEGUM MAYUR MANGESH PAWAR A Father's Nome: Two Wheel , con s umer Loon A Fathe r 's Name Regluar Dues Deta ils -6 LAN: T03493170122053303 -6 LAN Tl2057110122022239 e 2 Appo i ntments for today EM l'S N o t Paid
Slide 127: BRAKE App
INTERNAL BRAKE App e l&T Finance Updolle Foedboc UVlll'C>r.,.._t Pc::Jind t Action Co 0 o.a 0 . .>Oi,,.OOOC.O 0 dboc u 3 .ooo - co Fl V t I _.,e-o•• ....,,ec ...... ... ... C Pia-a •l[..-.t.,. C lo 0 0 dOn - ,c:.,. ... _ r, 0 ..... • • ■ nt • S lbm • 126
Slide 128: SME Finance: Strategy & Business Update
INTERNAL {fjj L&T Finance INVESTOR DIGITAL DAY SME Finance Strategy & Business Update
Slide 129: Mr. Abhishek Sharma, Chief Executive – SME Finance
Mr. Abhishek Sharma INTERNAL 9 l&T Finance Chief Executive – SME Finance L&T FINANCE With L&T Finance : April, 2009 since Total years of : 20 years experience Past Experience : Captain in the Indian Army Educational : MBA – XLRI Jamshedpur Qualification Bachelors in Business Economics – Delhi Univer
Slide 130: Growth of SME Business
Growth Of SME Business INTERNAL A Steep Trajectory 9 L&T Finance Portfolio Mix SCF Hybrid OD , Phase 3 (Dec ‘23 – Sep ‘24) Dec ‘24 1% Locations: 110+ Manpower: 394 DLOD , 40% Book size: ₹ 5190 Cr Aug ‘24 L&T SuFin CMGR: 6.3% Term Loan , Phase 2 (May ‘23 – Nov ‘23) 59% Locations: 54 Manpower: 303 Mar
Slide 131: How Did we Scale
How Did we Scale INTERNAL Play as a Digital Native Business 9 L&T Finance 1 • Digital Native business • API enabled inbuilt credit guardrails --- • • 20+ APIs Integrated for KYC, Onboarding & Underwriting Multiple Portals for all stakeholders for seamless file movement • Risk Based Pricing 2 • Abili
Slide 132: Digital Onboarding & Underwriting leading to Risk Resilient Portfolio
Digital INTERNAL Onboarding & Underwriting leading to Risk Resilient 9 L&T Finance Portfolio Portfolio Distribution Vs Market Quality of Origination Vs Market Parameter LTF Industry* Portfolio CIBIL Category Onboarding CMR Category LTF Industry STD % 106 100 Distribution 1-30 % 23 100 Super Prime (>
Slide 133: Way Forward: Leveraging Tech Further
Way INTERNAL Forward Leveraging Tech Further 9 L&T Finance Project Cyclops Alternate Available Data Layer ~I I Geo IQ Payments II Digital Footprint I I Transactional Banking ID Bureau D .___I_ ____. GST Application Data ~ ------->Derived Variables {O) {O) {O) {O) _____________________ P) 1 2 3 _ _ _
Slide 134: Way Forward: Supply Chain Finance
Way INTERNAL Forward Supply Chain Finance 9 L&T Finance \& 100% digital journey Anchor based customization 10+ API integrations Real time limit updates with omni-channel presence State of the Art Platform .----- § -----, Phase II Phase III Phase I Partnership with L&T Dealer Finance & Vendor ecosyst
Slide 135: Way Forward: Customer Focused Sustained Growth
Way INTERNALForward Customer Focused Sustained Growth 9 L&T Finance Direct Channel Scaling Ease of Customer Use Secured BL $ ➢ Leveraging the Existing ➢ 17%+ OD Customers doing ➢ Business Loans secured against Customer base: Top-ups Monthly transactions on Planet CGTSME; Non-mortgage ➢ Diversify cha
Slide 136: Customer Focus
Customer INTERNAL Focus Building Convenient Customer Ecosystem 9 L&T Finance Customer Testimonial NPS October ’24: 62 Customers on Planet App: ~70% Customer Value Proposition Fully Digitized Process Quick Loan Disbursal Hybrid OD/ DL OD Continuous Evaluation & Improvement of Customer Journey, Focus
Slide 137: Customer & Service Excellence: Strategy Update
INTERNAL 9 L&T Finance INVESTOR DIGITAL DAY Customer & Service Excellence Strategy Update
Slide 138: Mr. Raju Dodti, Chief Operating Officer
Mr. Raju Dodti INTERNAL 9 L&T Finance Chief Operating Officer L&T FINANCE With L&T Finance since : November, 2015 Total years of : 26 years experience Past Experience : IDFC, Rabo, ABN Amro, Societe Generale, Global Trust Bank Educational : AMP – The Wharton School Qualification LLB & B.Com.– Mumbai
Slide 139: Tech enabled, Scalable & 24*7 Operations
INTERNAL Tech enabled, Scalable & 24*7 Operations @ l&T Finance 1 Txn. Volume in Cr. 2 Retail Disb. in ₹ Cr. 25+ ~46% ~94% processes 6.9 * 54,300 Touch free Loan closures Robotic Process AI based Touch free with Machine Learning Automation (RPA) 2.1 +3.3 23,500 +2.3 Loan Disbursements (ML) x x FY19
Slide 140: Customer Service to Delight
INTERNAL Customer Service to Delight Service + Tech Enablement = Delight 9 L&T Finance 0.30 94% Self Service Complaints Redressal Customer Enablement Net Promoter Score L&T FINANCE C) -2.5X 6% Assisted +55 +82 0.12 Contact Centre and Branch Inhouse Servicing Onboarding NPS Customer Service NPS High
Slide 141: New Age Credit & Risk Assessment
INTERNAL New Age Credit & Risk Assessment 9 L&T Finance People light Credit Built to handle large Conventional Underwriting scale volumes Method Decile based Decision Making Process Automation Knowing More High Touch and Seamless About Customer / Journeys Underwriting / / Bureau New Age Harnessing T
Slide 142: Way Forward
INTERNAL Way Forward @ l&T Finance Tech enabled 24*7 operations setup in Touch free Loan Disbursement for all LOBs Mumbai Automation of Repayment Process – Q Fully functional in-house Customer Call mandate Centre Centralised underwriting – automated through AI powered analytics “We see our customers
Slide 143: Marketing Strategy Update
INTERNAL 9 L&T Finance L&T FINANCE INVESTOR DIGITAL DAY Marketing Strategy Update
Slide 144: Ms. Kavita Jagtiani, Chief Marketing Officer
Ms. Kavita Jagtiani INTERNAL 9 L&T Finance Chief Marketing Officer L&T FINANCE With L&T Finance since : October, 2023 Total years of experience : 25+ years Past Experience : Pidilite, General Mills, ICICI Bank Educational Qualification : MBA – Sydenham Institute of Management Studies, Mumbai M.Com.
Slide 145: JB Video
INTERNAL JB Video
Slide 146: GROW - Integrating Digital in Category Refresh Communication
INTERNAL GROW - Integrating ‘Digital’ in Category Refresh Communication @ l&T Finance L&T FINANCE 145
Slide 147: GROW - Integrating Digital in Category Refresh Communication
INTERNAL GROW - Integrating ‘Digital’ in Category Refresh Communication @ l&T Finance L&T FINANCE Objective To increase ‘awareness’ of our home loans through repositioning our offering 146
Slide 148: GROW - Integrating Digital in Category Refresh Communication
INTERNAL GROW - Integrating ‘Digital’ in Category Refresh Communication @ l&T Finance L&T FINANCE Key insight: By gatekeeping the home loan products, the category leaders ignoring the real home loan needs of the consumers, thereby the consumers were settling for less than what they expect ! 147
Slide 149: GROW - Integrating Digital in Category Refresh Communication
INTERNAL GROW - Integrating ‘Digital’ in Category Refresh Communication e l&T Finance We recognized this gap and opportunity to disrupt the Home Loan category L&T FINANCE 9 L&T Finance THE COMPLETE HOME LOAN 148
Slide 150: GROW - Integrating Digital in Category Refresh Communication
INTERNAL GROW - Integrating ‘Digital’ in Category Refresh Communication e l&T Finance L&T FINANCE 6J L&T Finance THE COMPLETE HOME LOAN 149
Slide 151: GROW – Integrating Digital in category refresh communication
INTERNAL GROW – Integrating ‘Digital’ in category refresh communication @ l&T Finance Digital Conventional Awareness L&T FINANCE Connected TV, News TV, YouTube & OTTs Outdoor Ads 4 1 Precision delivery I Sizmek tool to track Mobile Propensity every impression to track Outdoor served during IPL viewe
Slide 152: GROW – Integrating Digital in category refresh communication
INTERNAL GROW – Integrating ‘Digital’ in category refresh communication @ l&T Finance Google and YT Digital and Search contextual influencers L&TAwareness FINANCE II Go cx,mplmt - .._, Discovery Consideration I Conversion II Conversion Google Analytics to measure every conversion Owning “Complete "
Slide 153: GROW – Integrating Digital in category refresh communication
INTERNAL GROW – Integrating ‘Digital’ in category refresh communication @ l&T Finance DIY Xpress website Retargeting based L&TAwareness FINANCE Performance Media on intent ,_,......,._ HOM: LOAN OUAYlO rt (j; L&T Finance HOUSE + FAMILY = HOME Discovery Consideration 0 Personalization Conversion AI/M
Slide 154: GROW – Improved Top of mind Brand Awareness
GROW – Integrating ‘Digital’ in category refresh communication INTERNAL @ l&T Finance L&T FINANCE Improved Top of mind Brand Awareness ■ Pre Campaign ■ Post Campaign 153
Slide 155: HARVEST – Complete customer funnel integration with MARTECH
INTERNAL HARVEST – Complete customer funnel integration with MARTECH @ l&T Finance Notifications L&T FINANCE Internal Data Sources -1 11, . Web App ·1 CRM . -----------------~ Hyper Personalization LOS Partnerships Unified Customer Data -. MARTECH Partner ·-·► --, I I-. 1···s ·······················
Slide 156: HARVEST – Two-Wheeler customer onboarding journey
INTERNAL HARVEST – Complete customer funnel integration with MARTECH @ l&T Finance Two-Wheeler customer onboarding journey Lead Promo Mandate Setup L&T FINANCE Disbursement Loan Sanction Income Details & Asset selection Login at dealership Sanction promo Submission Lead KYC Call center SMS or Whatsa
Slide 157: Driving Marketing Efficiencies through AI
INTERNAL Driving Marketing Efficiencies through AI @ l&T Finance Objective : Drive higher engagement during topical festive campaigns L&T FINANCE 9 L&T Finance 156
Slide 158: Driving Marketing Efficiencies through AI
INTERNAL Driving Marketing Efficiencies through AI @ l&T Finance Objective : Drive higher engagement during topical festive campaigns L&T FINANCE Visit Website: https://sapnowalidiwali.com/ AI-based microsite for users to visualize their dreams 157
Slide 159: Driving Marketing Efficiencies through AI
INTERNAL Driving Marketing Efficiencies through AI @ l&T Finance Objective : Drive higher engagement during topical festive campaigns L&T FINANCE Select Your Dream AI-based microsite for users to visualize their dreams 158
Slide 160: Driving Marketing Efficiencies through AI
INTERNAL Driving Marketing Efficiencies through AI @ l&T Finance Objective : Drive higher engagement during topical festive campaigns L&T FINANCE AI-based microsite for users to visualize their dreams Click a Selfie 159
Slide 161: Driving Marketing Efficiencies through AI
INTERNAL Driving Marketing Efficiencies through AI @ l&T Finance Objective : Drive higher engagement during topical festive campaigns L&T FINANCE 8 L&T Finance AI-based microsite for users to visualize their dreams Your personalized AI generated image is ready to download. 160
Slide 162: Driving Marketing Efficiencies through AI
INTERNAL Driving Marketing Efficiencies through AI @ l&T Finance L&T FINANCE 161
Slide 163: Driving Marketing Efficiencies through AI
INTERNAL Driving Marketing Efficiencies through AI @ l&T Finance L&T FINANCE Achieved 23% engagement rate with 16 Mn views on Social Media 162
Slide 164: Driving Marketing Efficiencies through AI
INTERNAL Driving Marketing Efficiencies through AI @ l&T Finance Objective : Promote AI Event RAISE with use of AI tools L&T FINANCE Fully AI generated RAISE24 promo video 163
Slide 165: Thank You
INTERNAL INTERNAL @ l&T Finance L&T FINANCE THANK YOU