Social &
Relationship
Capital
Building Stronger Communities, Together
We believe in doing business the right way, with integrity at our core, fostering collaborations that strengthen trust and bring our values to life.
At Mahindra Accelo, we are more than just a company – we are a community of people dedicated to building lasting relationships that nurture shared success and create meaningful value. By working closely with our customers, communities, suppliers, and other key stakeholders, we ensure that our growth is inclusive, responsible, and built to last. We believe in doing business the right way, with integrity at our core, fostering collaborations that strengthen trust and bring our values to life. Through thoughtful branding, open engagement, and a commitment to strong governance, we align our actions with the world’s sustainability goals, helping create a brighter, more sustainable future for all.
Capitals Impacted
- Financial Capital
- Manufactured Capital
- Intellectual Capital
- Human Capital
- Natural Capital
Stakeholders Impacted
SDGs Impacted
Key Highlights
95
Customer Satisfaction Index (CSI) Score in FY 2024-25
₹ 474 lakhs
Total CSR Investment
Empowering Customer Connections
At Mahindra Accelo, we are dedicated to fostering lasting, authentic relationships with our customers. Through our effective use of Customer Relationship Management (CRM), we create bespoke experiences that are as unique as each customer. By continuously gauging customer satisfaction, we focus on refining and enhancing every interaction, always striving for excellence. Our branding reflects our core values of quality, innovation, and a commitment to putting the customer at the heart of everything we do, nurturing trust and building lasting loyalty. These efforts are not just about strengthening our customer base; they are about nurturing meaningful, long-term relationships that stand the test of time.
81.9%
Supplier Grievances Resolved through Structured Redressal Mechanisms
10,000+
Lives Impacted
Customer Relationship Management
We have enhanced our Customer Relationship Management (CRM) capabilities by developing two advanced systems: the Order Management Portal and Accelo Cares, our dedicated Customer Support Portal. The Order Management Portal is designed to capture and manage customer orders, enabling customers to seamlessly place and track their orders, ensuring a smooth and efficient experience. Accelo Cares focusses on addressing customer complaints, providing a platform for prompt and effective resolutions. Together, these systems streamline processes, enhance communication, and deliver exceptional service. By continuously gathering feedback and fostering transparent communication, we refine our solutions to align with the evolving needs and expectations of our customers.
Customer Satisfaction Scores
Our business thrives on the principles of just not meeting but exceeding customer expectations. To measure our progress, we actively participate in External Customer Satisfaction Index (CSI) studies, which provide us with valuable insights into how we are adapting to the dynamic needs of our customers. Since 2019, we have consistently achieved CSI scores of 80+, underscoring our tireless pursuit of excellence. In 2025, we set a new benchmark for Customer Satisfaction Index (CSI), with all our plants consistently delivering exceptional customer experiences. We not only maintained high standards of quality but also significantly enhanced our delivery timelines. This consistent high performance is proof of our persistent commitment to delivering optimal solutions, enhancing customer experiences, and reinforcing our position as a customer-centric organisation that stands out in the market.
How did the implementation of the CRM help us?
The implementation of the CRM system has been a game-changer, revolutionising the way we handle customer interactions and ensuring more efficient communication. It has streamlined processes, enabling us to manage customer inquiries, track orders, and resolve complaints with greater speed and accuracy. By fostering proactive engagement and maintaining transparency, the CRM empowers us to deliver timely responses and consistently enhance the overall customer experience.
How do the CRM and Customer Support Portal improve service?
These portals improve service by enabling prompt responses to customer inquiries, ensuring efficient tracking and resolution of issues, and fostering proactive engagement. These tools help monitor response times and implement corrective actions swiftly, creating a streamlined communication framework. By prioritising transparency and responsiveness, we ensure that customers feel valued and supported throughout every stage of their experience with us.
How does Mahindra Accelo gather customer feedback?
By regularly engaging with our customers and gathering insights through surveys, we actively encourage feedback that helps us remain attuned to their evolving needs. This feedback loop provides the foundation for us to fine-tune and enhance our offerings to better serve them.
What role does feedback play in improving products and services?
Customer feedback is the compass that guides our continuous improvement. It provides us with the insights necessary to align our offerings with customer desires, remain adaptable to market shifts, and keep our approach consistently relevant and attuned to the needs of those we serve.
How does Mahindra Accelo maintain communication with customers?
We create a seamless communication experience through various channels, including our CRM and Customer Support Portal, ensuring that our connections with customers remain fluid and effective. Our teams engage with customers regularly, gaining a nuanced understanding of their expectations and needs, while fostering relationships built on trust and long-term collaboration.
Branding Initiatives
Strengthening Brand Leadership through Sustainable Action
As a cornerstone of our sustainability strategy, this year’s nationwide branding initiative empowered over 200 partner dealerships across India to champion vehicle recycling through a targeted marketing campaign. We developed visually striking educational materials, including standee creatives, designed to amplify awareness of the environmental urgency and economic value of responsibly managing End-of-Life Vehicles (ELVs). Deployed as strategic touchpoints in dealership spaces, these resources engage customers directly, underscoring our leadership in advancing the circular economy while driving meaningful dialogue around resource conservation. By aligning our network behind a shared vision for sustainability, this initiative not only deepened partnerships but also catalysed broader participation in creating systemic change—proving that ecological responsibility and business growth can thrive in tandem. Together, we are accelerating progress towards a cleaner, greener future, one recycled vehicle at a time.
Enriching Community for a Brighter Tomorrow
At Mahindra Accelo, the spirit of #TogetherWeRise fuels our efforts to support communities in their pursuit of a better future. Through grassroots initiatives focussed on education, healthcare, gender equality, and disaster resilience, we work hand-in-hand with communities to enhance their well-being and strengthen their resilience. Acknowledging the crucial role they play in shaping our shared future, we are committed to fostering meaningful change today for a more sustainable tomorrow.
Vision
In line with our Core Purpose, our CSR Vision is to focus our efforts within the constituencies of girls, youth, and farmers by innovatively supporting them through programmes designed in the domains of education, health, women’s empowerment, and environment while harnessing the power of technology.
Our Focus and Initiatives
At Mahindra Accelo, our focus and initiatives are designed to create lasting positive change in the communities we serve. We are committed to addressing key areas such as education, healthcare, gender equality, and disaster resilience. Through strategic collaborations with NGOs and local agencies, we ensure that our efforts are impactful and sustainable. Our dedicated CSR teams work closely with communities to assess their needs and oversee the successful implementation of projects. By focussing on grassroots development, we aim to empower communities and foster resilience, creating a foundation for a brighter, more inclusive future.
₹ 474 lakhs
CSR Investment
10,000+
Total Lives Touched
Nanhi Kali Foundation
Education is a powerful catalyst for change, and through our parent company’s flagship CSR initiative, Nanhi Kali, we are committed to empowering underprivileged girls. By offering annual educational kits, remedial support, and technical training, we have reached 3,929 girls in the communities near our UP, Maharashtra and Gujarat facilities. This initiative nurtures learning and helps build a more equitable and progressive society.
3,929
Young Girls Empowered
Bridging the Gap to Accessible Digital Education
At Mahindra Accelo, we utilise the power of technology to uplift communities through digital education. As part of our CSR efforts, we have introduced Futuristic Classrooms in Saraswati school (Talegaon), ZP Naigon, Kanhe, transforming traditional learning into an interactive and immersive experience.
Equipped with e-desks, e-podiums, and smart learning tools, these classrooms enhance concept understanding, skill development, and academic performance. By integrating technology seamlessly, we foster a dynamic learning environment where teachers provide personalised attention, and students develop essential 21st century skills. The overwhelming support from educators, parents, and local leaders, along with increased student enrolment, reaffirms our commitment to shaping a brighter future through education. The importance of a supportive educational environment in shaping young minds cannot be overstated, and we are deeply committed to improving the infrastructure of government primary schools. In rural areas like Namisara Village near Vadodara, basic educational facilities were lacking, and we took immediate action. Upon assessing the needs, we successfully constructed a modern, fully equipped Anganwadi facility, transforming the students experience and bringing comfort to their families.
As part of our ongoing dedication to enhancing rural education, we have equipped two Zila Parishad schools with essential resources like play equipment and digital boards. We aim to foster an environment that supports both intellectual and personal development.
6
Number of Schools Upgraded
2
Number of Futuristic Classrooms Developed
5
Number of Training Sessions Conducted
50
Number of Teachers Trained
Upgrading Infrastructure for NDRF & Children
We have upgraded an NDRF park in Chakan, which will benefit 1,500 adults and 550 children. This enhancement provides a safe and well-equipped space for training and recreation, contributing to the overall well-being and preparedness of our personnel and their families. The upgraded facilities are designed to meet the diverse needs of the community, fostering a supportive environment for both physical and mental health.
2
Recreation Parks Built
Ensuring Menstrual Hygiene to Empower Girl Students
Menstrual health should never impede a girl’s right to education. Unfortunately, many rural schoolgirls encounter difficulties in managing hygiene, often resulting in absenteeism and discomfort. To address this pressing issue, we have installed sanitary pad dispensers and incinerators across schools in Kanhe and Vadodara, ensuring access to safe and hygienic solutions. This initiative fulfils a critical need, while fostering dignity, building confidence, and ensuring seamless learning. By nurturing a supportive environment, we empower young girls to pursue their education and future with confidence and a sense of self-worth.
2,000+
Number of Lives Impacted
Breaking Barriers with Access to Clean Water to Education & Sanitation
In rural areas, the lack of reliable quality water transportation often forces families to travel long distances in search of water. This situation frequently leads to students, especially girls, dropping out of school due to the long and unsafe journeys, raising concerns about their safety.
To address the challenge of access to safe drinking water, we installed water ATMs in Vadodara (Natvar Nagar Village) and Nashik. This initiative ensures uninterrupted supply of clean, reliable water to the local communities.
We also distributed bicycles to students, providing them with a safe, dependable, and independent mode of transportation. This step supports consistent access to education while instilling a sense of confidence and freedom. It allows students to focus on their academic pursuits without hindrance, improving the quality of their lives. Each ride takes them closer to a future full of potential and promise.
In addition, we donated a Mahindra electric truck for collecting garbage from six villages, benefitting 3,500 villagers around Nashik. This initiative not only improves sanitation but also promotes environmental sustainability in the region.
4,100
Number of Individuals Benefitted with Water ATMs
Empowering Women through Financial Independence
At Mahindra Accelo, we are committed to lifting up the voices of women in rural areas, where their potential is too often overlooked. We believe in empowering these women by giving them the confidence and skills to claim their rights and pave their own paths. Through focussed training for micro-businesses and providing seed funding, we help break down financial barriers, allowing them to take charge of their economic futures.
In partnership with an NGO, we have been able to support 100 women from rural villages in Nashik, guiding them to establish their thriving home-based businesses. Their success stories are examples of how empowerment can transform lives, inspiring all of us to continue striving for change.
150+
Women Empowered Across Locations
Contributing to a Greener Future
With a comprehensive grasp of the environmental challenges that lie ahead, we take assertive actions to ensure a sustainable future. Our commitment to environmental stewardship is demonstrated through the Mahindra Hariyali programme, which has been implemented at each of our MAL Plant locations. Throughout the year, we engage in tree planting initiatives, selecting diverse sites and a wide range of indigenous species to plant around our facilities. Each tree we plant enhances the ecosystem and reinforces our resolve to build a greener, more sustainable world for the generations to come.
4,500
Trees Planted
Proactively Resolving Grievances
At Mahindra Accelo, we take a proactive and strategic approach to resolving the grievances of our value chain partners. By fostering transparent and open communication, we ensure swift and efficient resolution of concerns. With the support of specialised teams and innovative technology platforms, we provide real-time updates and full transparency, empowering our partners to resolve issues effectively. Through consistent engagement and structured feedback, we identify root causes and implement corrective measures, strengthening trust and collaboration. Our commitment to addressing grievances reinforces our relationships, enhances operational performance, and ensures long-term success for all value chain participants.
Building Stronger Ties
At Mahindra Accelo, we believe in the power of strategic partnerships and alliances to drive innovation and mutual growth. By joining forces with key industry stakeholders, we open new pathways, enhance our capabilities, and create meaningful value for all stakeholders.