Page 58 - Arvind 2024

Regulatory and political risk
Changes in government policies or new regulatory measures can pose risks to the real estate sector.
Mitigation: The Company maintains strong relationships with government bodies at various levels, stays informed about regulatory changes, and has a crisis management plan to address potential political or regulatory challenges.
Customer-centricity
The Company implemented NPS (Net Promoter Score) during the year. Customer satisfaction is now measured by doing an NPS survey once every year across the ongoing and delivered projects. The feedback is gathered by way of Survey forms as well as calling.
Customer relationships are now managed using Salesforce as
the tool where timely responses are tracked and measured for inbound calls and emails. Each customer is assigned a dedicated relationship manager who is responsible for on-time client responses and query resolutions. We have provided our customers, the project specific customer
Internal control and their
adequacy
The Company has an Internal Audit team and an Internal Control System, which is further supported by external audit firm and group assurance team, commensurate with the size, scale and complexity of its operations. Moreover, the Company’s Internal Audit team along with external reviewers possess adequate experience
and expertise in internal
controls, operating system and
care number and email ids to address their concerns and queries, A customer care portal was developed where customers access their property accounts and can reach respective relationship managers. Monthly Construction progress updates are shared with customer to get their project related information
We are also engaging customers through a various loyalty program by which we wish to enrich your living experiences through our community engagement initiatives and make your journey more memorable. We aim to offer a bouquet of bespoke offers and special promotions, exclusive events and experiences, and curated blogs to enthral, excite
standard operating procedures. The system is supported by approved documented policies, guidelines and procedures in line with best industrial practices to monitor business and operational performance which are aimed at ensuring business integrity and promoting operational efficiency. The Internal Audit team regularly reviews the adequacy of internal control systems in the Company, its compliance with operating systems and laid down policies
and pamper our homeowners. Bookings by way of referrals stands at 23% for FY23-24.
Our customers have project specific ID’s to put forth any issues they have and our team members ensure to resolve the same. We
are also using the ‘My gate’ app for the members residing in
our schemes. They log-in their complaints through the application only and our team takes care
to resolve the same in a timely manner.
During the year, several customer engagement activities, including Run to Inspire marathon, Uttarayan event, Shree Ram Vandana, Navratri and Holi event were organised across our projects.
and procedures and conducting annual audit of Internal Financial Controls. Based on the report of the internal audit function, process owners undertake corrective action within the stipulated timeline in their respective
areas and thereby strengthen the controls. Significant audit observations and corrective actions thereon are presented on quarterly basis to the Audit Committee of the Board of Directors of the Company.
ERP
The Company continued to focus on upgrading the IT infrastructure – both in terms of hardware
and software. The Company successfully implemented Sales
Force during FY22-23. The software is being leveraged for lead management and CRM with monitoring of customer queries and quality of responses along with documentation. The Company has implemented SAP
during FY23-24. SAP has been integrated with Sales Force as a robust integrated ERP, which will cater to the ever-changing business needs to facilitate informed decisions.
56 | Arvind SmartSpaces Limited