Platinumone Business Services Ltd Management Discussions

The Management Discussion and Analysis Report (MDAR) provides a structured overview of the business, financial performance, key developments, and outlook of PlatinumOne Business Services Limited for FY 2024 25.

PlatinumOne Business Services Limited is a specialised Business Process Management (BPM) company focused on delivering measurable outcomes to Indian corporates. We are trusted by leaders across Real Estate, Insurance, BFSI and Consumer Brands for our expertise in Pre-Sales, Customer Service, Loyalty Programs and Channel. Management Support.

FY25 was a year of solid expansion across all our key verticals. We successfully acquired several prestigious clients, reinforcing our reputation as a dependable growth partner.

We operate from modern delivery centres in Thane, Pune, and Kolkata, with a growing workforce of 500+ professionals. A highlight of this year was the completion of our new state-of-the-art office in Thane, built from shell to showcase excellence in infrastructure, technology, and employee experience.

On the technology front, PlatinumOne continued to invest in AI, CRM integrations (like Salesforce), and proprietary tools. Notably, we: y Launched a beta version of our proprietary Voice AI Suite Insight LLM, which is currently being tested by select clients with highly encouraging feedback. y Built an in-house HRIS platform that offers employees self-service functionality and a social-media-like engagement experience. y Strengthened AI-based call audit capabilities for quality management at scale.

Our HR practices continued to evolve with a sharp focus on employee well-being and development. Key initiatives included: y Monthly R&R programs, weekly engagement activities, and performance recognition. y Launch of the EDGE Program – a structured learning track for upskilling Supervisors through weekly expert-led sessions. y A continued push toward building a truly “Employee First” culture, centered around fair leadership, meaningful career opportunities, and a nurturing workplace environment.

Financial and Operational Performance Revenue from Operations grew to Rs3,095.59 Lakh (vs. 2,684.85 Lakh in FY24) y Profit After Tax stood at Rs 155.49 Lakh (vs. Rs 147.08 Lakh in FY24) Receivables were well managed, with focused weekly collection reviews, improving cash flow.

Though increased people costs and depreciation due to Capex impacted margins, prudent financial management and operational efficiency ensured steady bottom-line growth. Importantly, the Capex for the new office was funded with limited increase in debt.

PlatinumOne aims to be the most respected Pre-Sales and Service Partner in India across Real Estate, Insurance, BFSI, and Consumer sectors. Our key strategic focus areas include: y Scaling the Insight LLM Voice AI platform as a core component of both our service delivery and standalone product offering. Moving up the value chain with analytics, automation, and consultative execution. y Deepening sector-specific customisation for high-impact client outcomes.

Despite challenging macro conditions, our key client partnerships delivered higher ROI year-on-year. Co-created strategies, sharp analytics, and execution excellence were the key enablers.

Risk is inherent in business. We proactively mitigate Credit, Operational, Regulatory, and Market Risks through: y A structured Internal Audit mechanism, covering both financial and process controls y Enhanced compliance and certification, including ISO/IEC 27001:2022 for information security A dedicated internal risk review and escalation framewor

The Company has an adequate internal control system commensurate with its size and operations. Internal audits were conducted and findings were reviewed meticulously.

The Company continues to follow all applicable Accounting Standards as prescribed. There has been no deviation from prescribed practices during the year.

There were no materially significant transactions with related parties, directors, or their relatives that could conflict with the interests of the Company beyond those covered by enabling omnibus and specific resolutions.