Strengthening Bonds, Elevating Lives: Leveraging Social Capital for Good
At CTIL, we recognise that our success is intricately tied to the well-being of the communities we serve. Our approach to social and relationship capital revolves around cultivating meaningful connections and driving customer-centric initiatives. Our motivation lies in creating a positive impact. We believe that sustainable business practices lead to long-term success. By integrating ESG considerations into our operations, we strive for a harmonious balance between profitability, societal well-being, and customer satisfaction.
We actively engage with local communities through various programmes, including education, healthcare, and skill development. By empowering individuals, we contribute to the overall progress of society. We actively work to address pressing social issues, such as healthcare, sanitation, education, women's empowerment, skill development, community development etc.
With our customer-centric approach to business, customers are at the heart of everything we do. We listen to their needs, preferences, and feedback to continuously improve our products and services. We deliver value, quality, and reliability, in our Real Estate and Pulp and Paper segments.
Through transparent communication and ethical practices, we aim to build lasting relationships with our suppliers and vendors driving social responsibility and ensuring a brighter future for all stakeholders.
Key Highlights
- Lives impacted through CSR Initiatives: 1,18,208
- Total spendings on CSR: 4.88 Crores
- Trees planted: 52.97 lakhs
100% of our products in all segments prioritise safety and responsible usage, ensuring customer well-being.
Zero instances of data breach were observed during the reporting year
62.04% of our input materials are responsibly and sustainably sourced.
Zero complaint with respect to data privacy, advertising, cybersecurity, delivery of essential services, restrictive trade practices, unfair trade practices across the business segments
SDG Linkages
Key Material Topics Under Social and Relationship Capital:
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Customer Experience and Satisfaction
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Brand Management
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Data Privacy and Cybersecurity
Linkages with NGRBC Principle:
- Principle 5
- Principle 8
- Principle 9
Linkages with other Capitals:
Financial Capital: Enhancing social and relationship capital fortifies stakeholder trust and engagement. This, in turn, translates into better financial outcomes and increased accessibility to financial resources.
Intellectual Capital: Collaborative relationships enable the exchange of knowledge, which in turn stimulates innovation and supports the growth of intellectual capital. By actively engaging in collaborations, collective expertise, insights, and resources, continuous innovation and enhance overall organisational capabilities can be leveraged.
Natural Capital: Improving social and relationship capital facilitates the alignment of interests and the pursuit of shared goals, resulting in positive outcomes for the environment and society.
Human Capital: Robust social connections and positive relationships are essential for nurturing talent, promoting employee wellbeing, and maximising the potential for human capital for driving the Company's success.
Manufactured Capital: Social and relationship capital enhances manufacturing capabilities by facilitating collaborative partnerships, promoting a culture of innovation, and driving efficiency within the Company.
Forging Connections, Catalysing Change: A Commitment to Social Responsibility
We actively collaborate with local communities around our plants. Our CSR initiatives span critical areas such as education, health, and environmental sustainability. Through strategic partnerships with organisations like “A World of Opportunity” Foundation (AWOO Foundation) we provide scholarship to students across India while institutions like MPower helps us address mental health issues to promote positive change in society.
In education, we have supported the development of roads and walls of school buildings and other facilities, ensuring access to quality education for children. Happy and healthy children are the future of this country and for us, health remains a priority in our initiatives. We organise medical camps, blood donation drives, and health awareness programmes for girls and women. Additionally, we have contributed to infrastructure development in government hospitals, enhancing healthcare accessibility for all. Under environmental stewardship, we promote sustainable practices within our business units, such as encouraging leaf collection for fuel use. Hand pump installations and campaigns for environmental protection enrich our contributions to empower the community.
We encourage active employee engagement to broaden the reach of our CSR initiatives. Our workforce is deeply committed to community service, and we actively promote and support employee volunteerism. Through volunteering, we strengthen community bonds and empower employees to drive positive change, aligning personal values with our ardour for social responsibility.
Real Estate:
Our Real Estate segment is deeply committed to both empowering workers and enriching the lives of local communities. Through comprehensive training programmes, workers gain valuable skills and certifications, expanding their employability and providing opportunities. Simultaneously, environmental initiatives such as road clean-ups and river cleaning projects minimise the environmental impact revitalising natural resources. Our approach emphasises transparency, collaboration, and meaningful engagement with stakeholders, building trust and long-lasting partnerships for sustainable growth.
Impact Stories
Empowering Workers and Enhancing Communities
Workers from diverse trades, including carpentry, fitting, scaffolding, welding, and electrical work, received expert guidance from CIDC*-trained professionals. This initiative not only enhanced job performance but granted certifications opening doors to new employment opportunities.
Minimising Environmental Impact
At Birla Niyaara, we have spearheaded initiatives to clean roads and paint walls in nearby areas with the aim to beautify the surroundings and enhance the quality of life for residents.
*CIDC - Construction Industry Development Council
Pulp and Paper:
Our commitment to community welfare extends far and wide, encompassing diverse initiatives aimed at uplifting lives and encouraging sustainable development. From promoting women's health and hygiene, supporting para sports participation, and ensuring access to safe drinking water, we are dedicated to making a meaningful difference in the lives of those we serve. Additionally, our proactive efforts in community sanitation, healthcare, animal welfare, environmental sustainability, and fire prevention help us nurture holistic community development and environmental stewardship.
Healthcare Initiatives
On 27th July, 2023, a Medical mobile van was handed over to the Chief Medical officer of Nainital, facilitating medical access to rural areas of the district.
On 26th December, 2023, an immunisation drive as a part of National Immunisation Campaign was conducted for children and pregnant women in the local community, at Lalkua.
On 25th February, 2024, a medical camp was held at Janta Inter College, Lalkua, offering a comprehensive range of expert services including consultations from physicians, eye specialists, orthopedists, dermatologists, cardiologists, gynecologists, pediatricians, neurologists, and pathologists. Free medicines and check-ups were provided.
Benefiting approximately
782 individuals
Cleaning, Sanitation and Drinking Water and Infrastructure Initiatives
Regular cleaning and garbage disposal from slum areas like Hathikhana, Rajeev Nagar Colony, and Bengali Colony ensure a healthier environment. Fogging and mosquito spraying efforts further combat malaria and dengue.
Benefiting approximately
15,000 residents
On 18th June, 2023, a collaborative cleaning drive was conducted in Lalkua, involving teams from Indo Tibetian Border Force (ITBP), Nagar Panchayat, Forest Department, and District Administration. This was aimed to raise social awareness while cleaning roads and garbage dumping areas, with a primary focus on reducing single-use plastic.
Benefitting approximately
5,000 people
To promote menstrual hygiene at Lal Bahadur Shastri Government Degree College in Halduchaur, Nainital, we installed a sanitary napkin vending machine.
Thirty toilets were constructed at Bindukhatta & Shantipuri at Lalkua.
Total no. of beneficiaries
50 approx.
Thirty hand pumps were installed in Bindukhatta, at Lalkua ensuring access to safe drinking water for the community.
Benefitting approximately
260 people
Two cowsheds were erected for stray cows in Thakurdwara, Uttar Pradesh.
Benefitting a total of
1,000 beneficiaries
At Government High School Ghoranala, Bindukhatta, Lalkua we completed the construction of an Reinforced Cement Conrete(RCC) road and building, along with fixing the entry gate. Additionally, a boundary wall was constructed at Janta High School in Bhindukhatta., Lalkua.
Fire Prevention and Sustainability
In the rugged terrains of Uttarakhand, the accumulation of dry pine needles, particularly Perul, significantly elevates the risk of wildfires. These fires not only threaten local communities but also wreak havoc on the region's biodiversity and ecological balance. The Chir Pine, known for its highly flammable needles (Perul), dominates the lower altitudes of the Himalayas and is a major contributor to the fire hazard. The situation is further exacerbated by factors such as human negligence, dry weather conditions, and the heatwave effect in districts like Champawat and Nainital. To mitigate this risk, we initiated a collaborative effort with the Forest Division, Nainital, to collect Perul. This endeavours not only aims to prevent wildfires but also provides employment opportunities, particularly for women, in these regions. Utilising Perul as fuel in our Power Boilers, we collected a record-breaking 330 Metric tonnes.
Other Initiatives
Responding to the severe cold weather in Thakurdwara, we acted by distributing 800 blankets to disadvantaged families, providing them with warmth and comfort through the winter months. Additionally, we initiated a programme to distribute eucalyptus cones to farmers, aimed at preventing soil erosion and promoting greenery, thus fostering social forestry initiatives. This dual-purpose endeavour not only supports farmers but also contributes to environmental conservation efforts, in line with our commitment to creating eco-social value.
Moreover, we provided financial assistance of ₹ 3.5 lakhs to Smt. Nirmala Devi, enabling her participation in the Para Lawn Ball event at the Para Asian Games held in China. This support, facilitated in response to a request from the Sub-Divisional Magistrate (SDM), Haldwani, stresses on our perseverance to support individuals in their pursuit of excellence and inclusivity on the international stage.
Stakeholder Interaction and Grievance Redressal
We actively engage with stakeholders to understand community needs. Through meetings and complaint drop boxes, we engage with community groups, addressing their specific concerns and promoting transparency in our actions. Conducting 'Need' assessment surveys enables us to tailor our initiatives to effectively address specific requirements.
CSR Contributions from the Pulp and Paper Segment:
| CSR Project Name | Cumulative Amount Spent in FY 2023-24 in lakhs | Approx. no. of Beneficiaries |
|---|---|---|
| Preventive and Curative Health Services in Communities | 2.61 | 6,000 |
| Sanitation Provisions | 63.97 | 41,700 |
| Promoting Education | 3.45 | 250 |
| Rural Infrastructure Development Projects | 74.74 | 12,499 |
| Environmental Sustainability | 2 | 5,000 |
| Promotion of Sports | 3.5 | 1 |
| Total amount in FY 2023-24 (lakhs) | 150.27 |
Sustainable Procurement
At CTIL, we emphasise on the importance of building strong relationships with our suppliers and value chain partners. Working closely alongside them, we strive for mutual growth and success, harnessing innovative advancements to drive our business forward.
62.04%
of inputs were sourced sustainably
Supplier engagement and screening are critical components of our supply chain strategy. By cultivating strong relationships with suppliers and supporting their growth, we establish a reliable and efficient supply chain. We are embarking on a transformative journey towards establishing a resilient and ethically-driven supply chain by building a rigorous screening process. This process will ensure alignment with our values, including responsible sourcing and ethical practices. We prioritise local suppliers and assess factors such as product quality, delivery reliability, and adherence to ethical standards. Additionally, we consider aspects like an OEM's manufacturing capacity, team size, and environmental impact of raw materials. This comprehensive approach allows us to maintain a sustainable and resilient supply chain. Our supplier performance evaluation process emphasises the importance of product quality, timely delivery, and environmental impact assessment. Through sample assessments and maintaining a balanced supplier portfolio, we ensure reliability and mitigate dependency risks. Moreover, we are deeply committed to upholding human rights standards, promoting fair labour practices, and ensuring safe working conditions across our supply chain. This holistic approach fosters transparency and ethical procurement practices, ensuring that all stakeholders are treated with dignity and respect.
Our supply chain management encapsulates the characteristics of quality, collaboration, and sustainability. We engage with global suppliers, emphasising safety, environmental awareness, and compliance. Our preference for environment-friendly materials includes sourcing from agriculture and farm forestry, recycled content, and low-impact equipment. Regular performance reviews, strategic sourcing, and transparent communication enhance our supplier relationships. Our ethical approach ensures compliance with laws and fair competition principles.
In the Real Estate segment, we prioritise quality and ESG considerations in our procurement processes, particularly for finishing materials like wallpapers, sanitary ware, and tiles. Our supplier selection process is careful, aligning with ABG’s procurement policy and tailored to the preferences of our customer base. We conduct thorough due diligence when onboarding new suppliers, evaluating factors such as ownership, health and safety standards, compliance, and production capacity. We exclusively partner with the best vendors, ensuring reliability and excellence in material sourcing. Moreover, we are actively developing policies like the Net-zero and Green Procurement policies to further strengthen our sustainability commitments.
Supporting Regional Suppliers
In the supplier performance evaluation process, we actively support local suppliers, acknowledging their role in community growth and economic empowerment. Our focus is on sourcing from nearby vendors and service providers, which helps create jobs and boost socioeconomic progress within these areas. Through careful evaluation and monitoring, we uphold high standards for quality, safety, and sustainability, ensuring that our approach benefits both the vendors and the region's overall prosperity.
Most of our raw materials are collected domestically. In FY 2023-24 we have procured ₹ 521 Crores worth materials from local suppliers out of the total procurement budget of ₹ 680 Crores.
The Pulp and Paper segment sources raw materials from a diverse range of suppliers, including women farmers, small landholders, local suppliers, intermediaries, and Micro, Small, and Medium Enterprises (MSMEs).
Percentage of Input Materials (Inputs to Total Inputs by Value) Sourced d Directly from MSMEs/ Small Producers.
| FY 2023-24 (Current Financial Year) | FY 2022-23 (Previous Financial Year) | ||
|---|---|---|---|
| Real Estate | Directly sourced from MSMEs/ small producers | 2.30 | 4.82 |
| Directly from within India | 100 | 100 | |
| Pulp and Paper | Directly sourced from MSMEs/ small producers | 2.51 | 2.5 |
| Directly from within India | 67.58 | 71.42 |
Pioneering Social Forestry Initiative
In our endeavour to achieve sustainable procurement, our Pulp and Paper segment has led to a transformative social forestry initiative. We are meticulously planting trees, ensuring an impressive 90% survival rate, thus minimising the need for additional tree cutting for production in the coming years. In this FY, we have planted 52.97 lac saplings across 2414.3 hectares. By leveraging local resources, we fulfil our wood requirements from nearby areas, thereby fostering economic growth within the community. We have established 80 decentralised nurseries, equipped with FRI certified seeds and farmer training, within this area. Farmers benefit from nominal-priced seeds and intercropping practices, enhancing their income. We work hand in hand with farmers, we commit to purchasing their wood at fair prices, ensuring mutual benefit and care for the environment.
Upholding Human Rights
At CTIL, our commitment lies in upholding human rights and building an inclusive workplace where everyone feels valued and respected, irrespective of their background. We prioritise equal opportunities and work to eliminate discrimination based on gender, caste, race, religion, or disability. Through initiatives that enhance accessibility and empower women and local communities, we aim to create a balanced and inclusive environment, ensuring wage equity across all levels.
At CTIL, we prioritise the protection of human rights throughout our operations, supported by a comprehensive Human Rights Policy. This policy serves as a guiding framework to ensure adherence to human rights standards across the Company. We have established robust internal mechanisms for employees to report human rights concerns confidentially and securely. Any issues brought forward are thoroughly investigated. We are committed to addressing any human rights violations promptly and effectively to uphold our values of fairness and respect. Regular assessments are conducted to evaluate the Company's performance in various human rights aspects, with corrective actions taken as needed to address any identified concerns.
Zero Complaints
on Sexual Harassment, Discrimination at Workplace, Child Labour, Forced Labour and wages
Enhancing Customer Experience
We actively engage with our valued customers. By listening to customer feedback, understanding their needs, and customising our offerings, we ensure personalised solutions that cater to their most intricate needs. We measure satisfaction through the key indicators and implement improvements based on their insights. Transparency and open dialogue are integral to develop strong relationships built on trust and mutual respect.
At CTIL, safeguarding customer privacy and protecting personal data are our top priorities. We strictly adhere to rigorous privacy and security standards, ensuring responsible data management practices. By prioritising customer privacy and data security, we aim to shape trust and nurture lasting relationships with our valued customers.
Safety of customers, employees and workers is paramount to Birla Estates.
- Narendra Joshi (National Operations Head)
The well-being and safety of our customers, ensuring responsible usage and marketing practices for our products and services is a priority. Through comprehensive reviews and systematic assessments, we continuously evaluate and enhance the safety of our offerings, adhering to both mandatory regulations and voluntary codes. Furthermore, our marketing materials are crafted to provide clear and transparent information, empowering customers to make informed decisions confidently.
No complaints or requests regarding personal data removal.
Zero instances of data security breaches.
Zero instances of non-compliance with product information and labelling.
Zero incidents of product health and safety.
Cultivating Customer Relationships
Real Estate
Our dedicated Customer Relationship Management (CRM) team ensures seamless interaction with customers from post-sale to handover stages. We utilise various systems such as a customer-facing app, SAP-Cloud for customer, instant messaging chatbots, Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT) to facilitate engagement. Additionally, relationship managers in each business segment address customer complaints and issues promptly.
Pulp and Paper
NPS is utilised to gauge customer loyalty, with dedicated personnel addressing any negative feedback received. Feedback is categorised (technical, marketing, quality), followed by internal discussions to determine appropriate compensation or product replacement for the customer.
Customer-centric Initiatives
Real Estate
We strive to create residential havens that inculcate sustainable living and safety, in every facet. In our commercial ventures, we educate on eco-conscious waste management and fire safety, empowering clients with knowledge. Initiatives like the Sustainability Wall at our Birla Niyaara Experience Centre further facilitate conscientious real estate practices.
Pulp and Paper
We take the lead in promoting safe product usage through informative website content and detailed product booklets. Our engaging customer meetings offer firsthand education on how to safely handle and maximise the benefits of our products.
Product Excellence
Real Estate
We prioritise quality living and working environments, that are evident in our residential and commercial projects featuring pre-certified green buildings. Accredited by renowned bodies like LEED and IGBC, the certification ensures superior safety, indoor air quality, and energy efficiency, offering our customers peace of mind and sustainable spaces.
Pulp and Paper
We are committed to making top-notch products that meet strict global standards. Our line-up includes high-quality board, pulp, and tissue products, and we are always working to make them even better. What makes us unique is that we are the only ones producing top-grade virgin pulp tissue without Optical Brightening Agent (OBA), ensuring the best quality. One of our standout products is our towel tissue, made to meet the required 42 GSM grade.
Customer Centricity- Real Estate
Being a real estate company, we are committed to enriching the lives of our customers by cultivating vibrant communities where individuals and families can truly thrive. From the inception of our projects to the management of shared spaces, we design every aspect to promote a lifestyle that enhances well-being and cultivates meaningful social connections. Our goal is to create environments where residents can realise their fullest potential and lead truly fulfilling lives.
We harness the power of digital technology to enhance customer experiences across every aspect of our real estate offerings.
Some of the initiatives have been explained below:
Virtual Reality (VR) and Augmented Reality (AR):
We leverage VR and AR technologies to offer 360-degree virtual tours and immersive experiences of our flats. From presenting interior layouts to highlighting features such as wind and sun alignment and fire-safety measures, customers can delve into every aspect of our properties with detailed exploration.
Photorealistic Touch Screen Displays:
We harness the power of Unreal Engine to craft photorealistic touch screen displays that showcase our entire projects. Our customers can experience real-time views from their preferred apartments and delve into every detail of the project, from amenities to clubhouse facilities, right at their fingertips.
Gen-AI Models in Marketing Campaigns:
In our latest marketing endeavours, we ingeniously integrate state-of-the-art Gen-AI models for campaign development, social media outreach, and digital media targeting. We leverage this technology not only to enrich the customer handover process but also to facilitate a smooth transition into their new homes.
Customer Connectivity
Dwell App
The Dwell App transcends mere management—it is a portal to modern, interconnected living. With its intuitive interface and extensive capabilities, the app enhances the digital experience, empowering both residents and real estate professionals to thrive in today's ever-evolving landscape. As we introduce Dwell App, we bring forth a premier post-possession application and society management ERP crafted for the needs of real estate professionals and customers alike. Setting a new standard for seamless digital experiences, Dwell App offers a comprehensive array of features accessible across various platforms and devices, from Android and iOS to Windows, MacOS, tablets, mobile phones, and desktops.
With Dwell App, users can enjoy the following cutting-edge features:
Gatekeeper management
Ensuring secure and convenient entry for residents and visitors.
Rental Provision
Effortlessly share their property details for rent.
Asset Management
Keep track of community assets and resources with robust asset management capabilities.
Amenities Booking
Easily reserve community amenities such as gyms, swimming pools, and event spaces.
Home store
Exclusive services including home cleaning, pest control, bird netting, and more.
Inventory Management
Managing shared resources or tracking maintenance supplies, enhancing efficiency and accountability within the community.
Pictures of the Dwell application and its features
My Home App
This App surpasses mere functionality. It stands as a digital hub meticulously crafted to enrich the homeowner's journey and streamline every aspect of their homeownership experience. With its user-friendly interface and comprehensive features, My Home App sets the gold standard for digital excellence in real estate management, empowering homeowners to remain seamlessly connected and well-informed throughout their journey. Tailored to enhance the digital customer experience, the App provides a comprehensive suite of features designed to empower homeowners and keep them informed every step of the way.
Key features of My Home App include:
Construction Progress Tracking
Stay updated on the construction status of your dream home with real-time images and progress updates conveniently accessible within the app.
Document Management
From legal paperwork to architectural plans, the App ensures that homeowners have quick and easy access to all necessary documentation whenever needed.
Payments Management
Hassle-free payment management with the App. Access past payment history, view upcoming payment schedules, and plan for future payments all in one convenient location within the app.
Convenient Payment Options
Homeowners can choose between online payment or locate nearby cheque drop boxes for traditional payment methods—all seamlessly integrated into the app for a hassle-free experience.
Pictures of the My Home application and its features
Brand Building by Reaching out to Customers at Real Estate
In the domain of Real Estate at the core of our values lies the principle of customer-centricity, marking a pivotal shift in mindset that prioritises our customers in all endeavours. Throughout 2024, we have initiated a range of programmes across our construction sites geared towards enriching the overall customer experience and nurturing enduring relationships.
We have achieved this through focusing on two key areas:
Process Optimisation
At Birla Estates, we orchestrate every aspect of the customer journey, from onboarding to key handover. Our initiatives, such as Project Ananda and Ode to Love, prioritise customer-centricity, ensuring seamless documentation, experiential unit handovers, and memorable family involvement. Through detailed SOPs and dedicated teams, we elevate customer experiences, fostering lasting relationships built on trust and satisfaction.
Living Experience Enhancement
Birla Estates offers comprehensive pre-possession services, including tie-ups with renowned vendors like Arrivae, HomeLane, Bonito Designs, and Siemens for interior design solutions and home appliances. Our commitment to customer satisfaction is demonstrated through our core values of Speed, Seamlessness, Integrity, Empathy, Commitment, and Agility, which are entrenched in our interactions, processes, technology, and people, ensuring a positive and impactful experience for all our customers.
Customers Speak on Home Possession:
Birla Alokya has set a standard and ensures that you keep it up. I would like to personally thank your executives for their professionalism and customer focus. The handover process was very well personalised and will remain an unforgettable memory for us.
Customer from Birla Alokya project
The entire process, from booking to possession, unfolded seamlessly. Grateful for the personalised touch that turned it into a truly memorable day! Kudos to the team - they're truly amazing!
Customer from Birla Alokya project
From day one interaction with all the Birla team management was awesome.
Customer from Birla Navya project
We had a tough timeline of getting registration completed within a week and the team did a great job to accommodate us.
Customer, Birla Tisya, Bengaluru
My first visit to Birla Tisya was good and the subsequent visits always better and more comfortable. It further convinced me about my decision to be part of this project as justified on all fronts - project, people and perfect preparation. From launch to the sale agreement, everything has happened precisely & hassle-free.
Customer, Birla Tisya, Bengaluru
We appreciate the entire staff of Birla Vanya for the process of registration of our property on time and special thanks to the team as they did everything on time.
Customer Birla Vanya, Kalyan
I had a dream of owning a house in Mumbai as I stay in Bangkok; and Birla Niyaara will be making that dream come true after so many years. In this journey, your assigned broker and Birla Estates' sales executive gave me all details about the project and since I was not in Mumbai, they virtually showed the project to me and my family on a well organised zoom session.
After I decided to buy, I was helped with all the paperwork and documents by the relationship manager online. Finally, when I arrived in Mumbai for the registration purpose, the relationship manager was extremely helpful in showing me around the whole project and going with me for the registration process. All my doubts and queries were answered to my utmost satisfaction. I am really happy to be a part of the Birla Niyaara family.
Customer, Birla Niyaara, Worli, Mumbai
Customer Centricity - Pulp and Paper
In our Pulp and Paper segment, a notable evolution is underway, we are expanding our business-to-customer market, embarking on a journey of customer brand building. We are also diversifying our product offerings to include consumer-centric items like stationary products, strategically positioning ourselves to deepen consumer connections, fortify brand identity, and drive business growth. We have stringent quality assurance measures to ensure product quality.
We have taken up some initiatives for conscious customers. All tissues produced by our Pulp and Paper segment exclusively use virgin materials, ensuring heightened hygiene standards by minimising extensive bleaching processes. Distinguishing ourselves, we are the sole Indian company crafting OBA (Optical Brightening Agent)-free tissues, promoting safer long-term usage.
One of our major aims is to change the perception among paper consumers, challenging the notion that paper usage is inherently unsustainable due to tree depletion.
We prioritise our customers' needs and satisfaction, ensuring that every interaction reflects our commitment to excellence and care. From stringent quality assurance to sustainable practices, we strive to exceed expectations and build enduring relationships founded on trust and integrity.
Below are our notable initiatives which we enforce to ensure the customer centricity:
Fast and Reliable Service:
We have network of service centres to ensure quick order fulfilment across the country.
Long-Term Customer Partnerships:
Incentive programmes are designed to benefit customers in the long run, making them more competitive in the market.
Serving the Entire Value Chain:
We build relationships not only with direct customers but also their customers, catering to the entire supply chain.
Responsive to Feedback:
A quality and complaint redressal process ensures all customer concerns are tracked and addressed.
Building Strong Relationships:
Regular customer meetings are held at our manufacturing facility to showcase new developments and share strategic vision, fostering strong relationships across product segments.
Way Forward
Looking ahead, at CTIL, we envision an even deeper integration of sustainability principles into our business practices. We will explore new avenues for community engagement and partnership, leveraging emerging technologies and collaborative platforms to address evolving societal needs.
In our pursuit of customer-centricity, we will harness the power of data analytics and artificial intelligence to anticipate and exceed customer expectations. Personalised experiences and seamless interactions will define our approach, ensuring that every touchpoint with our customers is meaningful and memorable.
Furthermore, we will continue to uphold our values of transparency and ethical conduct, setting new standards for corporate governance and responsible business behaviour. Through proactive engagement with stakeholders and transparent communication, we will build trust and credibility, positioning us as a leader in corporate social responsibility and sustainable development.
In the Pulp and Paper business, we acknowledge the importance of sustainable forestry and manufacturing methods. Our primary emphasis lies in conscientious sourcing of environmentally friendly substitutes for conventional materials. We are also looking forward to increasing our dependency on local players in the supply chain. Through ongoing interventions and innovations, we strive to integrate customer centricity in our business approach.
We will also intensify our social and governance initiatives, revising our CSR activities annually, taking up new initiatives and maintaining a robust governance structure to ensure ethical operations.
As we embrace the challenges and opportunities of the future, we remain committed to driving positive change and creating shared value for all our stakeholders.
