The Gurgaon-headquartered commercial vehicle major looks beyond just selling trucks and buses. The company’s focus on digitalisation and aftersales, it believes, is what the new-age customers need.

In the high-stakes world of commercial transportation, time is money – quite literally. Every hour a truck is off the road can mean missed deliveries, idle drivers, delayed shipments and unhappy customers. In India’s competitive commercial vehicle (CV) industry, the ability to minimise downtime and maximise uptime has become a critical differentiator for automakers.

For VE Commercial Vehicles, this principle has been elevated into a business philosophy. Over the past few years, the company has invested heavily in digital tools, predictive maintenance capabilities and an expanded service footprint to ensure that customers’ vehicles are running at peak performance for as many hours of the year as possible.

In an exclusive interaction with Motoring Trends, Ramesh Rajagopalan, EVP - Customer Service, Retail Excellence & Network Development, at VECV, shared his team’s work spans a network of over a thousand service points, a nationwide telematics backbone and a growing portfolio of uptime initiatives that integrate technology, training and process discipline.

Building a network

VECV’s current footprint exceeds 1,100 outlets across India, with an average of 10–12 new additions each month. This network covers the full range of commercial vehicles – from heavy-duty trucks and buses to light and small commercial vehicles.

The company’s growth is not limited to conventional CV outlets. The small commercial vehicle (SCV) network, particularly for electric models, is being built almost from scratch.

Rajagopalan revealed that the company is “working towards creating a network of exclusive dealerships for the newly launched Eicher Pro X, designed to deliver a premium, digitally enabled customer experience. These born-digital outlets will function as one-stop destinations offering advanced product customisation, EV-ready infrastructure and seamless access to connected services. With a focus on uptime, personalisation and convenience, the Pro X dealerships will redefine commercial vehicle retail by offering a car-like, modern environment tailored to the evolving needs of today’s fleet operators.”

“The starting point for us was to identify where we’re missing out – the ‘white spots’, where customers are already buying trucks and buses, but we aren’t present. The East and Northeast were clear gaps. We also looked at the service side: customers expect to have the nearest touchpoint for any service need, parts availability anywhere and 24x7 breakdown support,” he said.

These expectations are complicated by India’s rapidly evolving road infrastructure. With new expressways and freight corridors coming online, VECV has had to rethink its physical network, sometimes relocating facilities, other times adding new ones to stay close to high-traffic routes.

Telematics as the backbone of service planning

The decision to equip 100 percent of VECV’s BS6 vehicles with telematics was a strategic move made early in the transition to the stricter emission norms. The company shared that the BS6 trucks are far more electronically complex, with multiple sensors feeding real-time data on performance, emissions and potential faults.

Rajagopalan explained, “In BS6, any sensor failure that risks an emissions breach triggers a limp-home mode. That’s standard globally. But it can disrupt a customer’s operations if not handled quickly. We saw early on that predictive algorithms could identify error-code patterns that lead to breakdowns, allowing us to intervene before the vehicle stops.”

One example is AdBlue misuse – diluting diesel exhaust fluid with water, which can cause the vehicle to derate. Through telematics, VECV can detect the signs and remotely guide drivers on corrective steps, often via a quick video call.

This predictive maintenance model categorises alerts into three groups:

• Stop Now – requiring immediate action to prevent damage.
• Do It Yourself – where drivers can resolve the issue with guided support.
• Visit Soon – logged into the system so any VECV workshop can address it at the next scheduled service.

Measuring each minute

Digitalisation doesn’t stop at the vehicle. Every VECV workshop uses tablets to track a vehicle from the moment it enters the workshop, through job card creation, repair start and completion, invoicing and gate-out. Customers can see their vehicle’s status in real-time on display boards.

This transparency is more than cosmetic; it drives accountability. Every morning, operational teams review any vehicle that missed its promised delivery time, escalating cases that need additional support.

A recent initiative even monitors waiting times before work begins. If a loaded truck sits for more than an hour, the central control centre calls the dealer to find out why and get it moving. “For our customers, every minute is money. We can’t afford bottlenecks,” revealed Rajagopalan.

Retention in telematics

A common challenge in connected services is renewal beyond the complimentary period. VECV includes two years of telematics subscription with every vehicle and has kept renewal costs at about INR 6,000 annually.

In the early days, renewal rates were low. But targeted engagement – including onboarding every customer on the My Eicher app at delivery, monthly operating review meetings with large fleets and customised reports – has pushed renewal rates among big operators to 80–85 percent.

For smaller operators, overall renewal rates are about 35 percent, but with over 350,000 connected vehicles on Indian roads, the base is significant. VECV also addresses multi-device fatigue – where customers were earlier forced to install separate tracking units for clients or state mandates, by offering API integration, allowing its data to feed into external systems and avoiding duplicate hardware.

Perhaps the most distinctive element of VECV’s service model is its Uptime Centre, located at the company’s manufacturing plant. This facility operates 24x7, staffed with technical experts who can remotely diagnose issues, advise on repairs and escalate complex cases to R&D or manufacturing engineers.

If a problem can’t be resolved remotely within a couple of hours, specialist engineers, or what the company calls ‘flying doctors’, are dispatched to the vehicle location. The Uptime Centre also monitors parts queries, workshop performance and telematics alerts, ensuring that field teams have expert backup at all times.

Parts availability

Downtime isn’t just about repairs, but it is also about parts. To address this, VECV has identified 250 high-demand parts and mandated that every workshop keeps them in stock. If any of these parts is unavailable and not supplied within 24 hours, it is provided free of charge.

This guarantee is part of a broader spare parts strategy that includes decentralised stocking, demand forecasting based on telematics data and close coordination between dealers and the central supply chain.

With trucks and buses running more kilometres per year than ever – e-commerce trucks and long-distance buses reaching 200,000 km annually – service demand is growing even as reliability and service intervals improve.

To meet this, VECV has:

• 70 workshops operating round-the-clock, 365 days a year.
• Nearly 300 workshops running extended hours or double shifts.
• Training programmes to upskill technicians for faster, more accurate repairs.
• Investments in better workshop tools and equipment to boost productivity.

Dealers as partners in performance

Rajagopalan believes dealer capability is as important as infrastructure: “Today’s customers don’t tolerate delays. Delivery commitments that were acceptable in a week are now expected in hours. That pressure flows through the entire supply chain.”

VECV has put process discipline and transparency at the core of dealer operations. Every dealer is connected to the central system, with KPIs on breakdown response time, parts availability and repair turnaround. These metrics are published internally, creating healthy competition among regions to be ‘best-in-class.’

Rajagopalan shared his five strategic priorities or key focus areas –

1. Service Capacity Expansion – adding workshops, increasing working hours and boosting throughput per facility.
2. Competency Development – continuous technician training for faster, first-time-right repairs.
3. Parts Availability – maintaining high stock levels of critical components, backed by guarantees.
4. Predictive Maintenance Evolution – extending analytics beyond sensor data to wear-and-tear parts like clutches and brakes.
5. Telematics Insights – leveraging connected data for deeper operational recommendations to customers.

While much of VECV’s work is grounded in engineering and technology, Rajagopalan emphasises that the company’s philosophy is human-centred. “Our uptime promise is non-negotiable. Every innovation, whether digital or operational, is aimed at keeping our customers’ wheels turning. That’s how they earn and that’s how we build trust,” he said.

From a strategic perspective, VECV’s approach reflects an industry-wide shift. The CV market is no longer just about selling hardware; it’s about selling an ecosystem of services, digital capabilities and operational support – and backing it up with the speed and reliability that today’s logistics-driven economy demands.

Comments (0)

ADD COMMENT

Link Copied!

Scania has completely reworked its Services 360 portfolio by introducing a dedicated offering for new electric trucks, which now covers every operational need including battery care. At the same time, the company has rolled out flexible coverage plans for second-hand combustion engine vehicles, allowing owners of used trucks to choose from different levels of repair, maintenance and productivity support. This move reflects rising sales in both the new electric and used diesel truck segments.

Originally launched in 2024, the Services 360 portfolio was built around smart flexible maintenance planning and a range of digital tools. It already provided customised packages suited to fleets of any size or powertrain type. Now, Scania has extended Services 360 to include used vehicle customers, who are often more price sensitive. For them, four distinct packages called Core, Plus, Full and Pro are available, offering progressively deeper coverage. Core includes basic fleet maintenance and digital monitoring, while Pro adds proactive and powertrain repairs.

For owners of battery electric trucks, Scania offers the Full package within Services 360. By broadening access to these tailored service levels, the company reinforces its commitment to customer profitability across all business types. This expansion ensures that whether a customer operates new electric trucks or used conventional ones, they receive a competitive and customized service solution designed to keep their vehicles running efficiently and profitably.

Lars Gustafsson, Senior Vice President and Head of Trucks at Scania, said, “We want our battery-electric truck customers to only focus on maximising the use of their vehicles. By offering a single service level – Full – we ensure that every repair, every interaction between systems and every unexpected issue is handled and covered by Scania, giving our electric truck customers all the support they need. We pride ourselves in being close to our customers’ pain points, and extending Services 360 is a way to reach even more transport operators and cover the full ecosystem of needs around their business. No matter the type of powertrain, operation or business sector, the underlying goal of Services 360 is to support the customer and make them more profitable and sustainable for the long term.”

Comments (0)

ADD COMMENT

Link Copied!

Bentley Motors has kicked off a new collaboration by introducing Priyanka Chopra Jonas as its latest global brand ambassador. The announcement arrives with a campaign set to launch this weekend. Audiences can expect a complementary film in the near future, featuring the actor and producer speaking openly to the camera about her personal journey, professional milestones and artistic point of view, all supported by a fresh collection of still photography.

The actress now joins an expanding lineup of Bentley’s global representatives. Among them are Co-Creative Directors Greg Williams and Mai Ikuzawa, who were brought into the fold by the British automaker last September. This growing circle reflects the brand’s effort to build connections with influential creative figures across different industries.

For nearly 25 years, Priyanka’s wide-ranging body of work has held the attention of audiences around the world. She is recognised not only as a film industry standout and producer but also as a New York Times bestselling author, entrepreneur and investor. In her role as a UNICEF Goodwill Ambassador, she has become known for championing education and children’s welfare, leveraging her fame to bring about real world change.

Shot in a natural, documentary like manner at Sony Studios in Los Angeles, the upcoming film creates an intimate setting for a conversational back and forth between Priyanka and Greg. Viewers gain a more personal window into her life and creative thinking. She expresses a deep affection for the energy of a working set and the unexpected artistic moments that can arise during a day of performing and producing, with a Bentley Continental GT subtly present throughout the scene.

Priyanka said, “I’ve always been drawn to Bentley’s commitment to craftsmanship and storytelling, because there’s an intentionality behind every detail that feels rare. As someone who lives for the creative energy of being on set, this collaboration felt instinctive. It’s about shared values, but also about a shared appreciation for the process behind what we create.”

Ben Whattam, Marketing Director, Bentley Motors, said, “Priyanka brings a fresh energy and authentic perspective that aligns with Bentley. The film’s relaxed style allows her voice and personality to come through naturally, creating something more authentic than traditional advertising.”

Comments (0)

ADD COMMENT

Link Copied!

Maruti Suzuki India Limited has actively advanced gender diversity over the past two years. The company deliberately raised female recruitment for vehicle assembly and engine transmission positions at its Gurugram and Manesar plants. These women handle critical tasks in production and quality assurance, where attention to detail is paramount.

Their training and skill enhancement opportunities mirror those given to male employees, ensuring equal access to career growth. Through this approach, the firm guarantees that women on the shopfloor receive identical on-the-job development and pathways for professional advancement.

Within a single year, Maruti Suzuki brought on over 190 women for its manufacturing floor, pushing its total female workforce across all departments past the 1,300 mark. This steady increase highlights the organisation’s broader commitment to inclusion in industrial operations.

Hisashi Takeuchi, Managing Director & CEO, Maruti Suzuki India Limited, said, “We have always had a good representation of women across diverse functions like Engineering, Marketing & Sales, Finance, Legal, Logistics and Supply Chain. However, real integration happens on the shopfloor when they work on building high-quality vehicles with precision and care. It is my personal wish to strengthen women representation at the shopfloor.

“To achieve this mission, we have carefully created an eco-system that supports women at shopfloor. A detailed study was undertaken to understand the requirements, and specific infrastructure changes were made on the shop floor to ensure their convenience and security. Infrastructure such as adequate restrooms, changing area, creche and safety support in the form of guards on duty and patrolling during evening shift were introduced. Furthermore, sensitisation training for other team members was initiated to bring a positive shift in mindset and openness to promote an inclusive work culture. We mandate 100 percent employee participation in POSH (Prevention of Sexual Harassment) training to cultivate sensitisation and a safe work environment.”

Comments (0)

ADD COMMENT

Link Copied!

American technology and automotive company Lucid Group has announced the appointment of Silvio Napoli as its next Chief Executive Officer (CEO) and a member of the Board of Directors.

He previously served as the Chairman and CEO of Schindler Group and will now relocate from Switzerland to the United States to assume the role. Marc Winterhoff, who has been serving as the interim CEO, will transition to the position of Chief Operating Officer (COO) once Napoli takes office.

Napoli joins the EV manufacturer following a career focused on industrial technology and global manufacturing. During his tenure at Schindler Group, he managed international operations and oversaw the transition of industrial models toward technology-enabled and service-oriented frameworks. His appointment coincides with Lucid's efforts to scale production of the Lucid Gravity SUV and the Lucid Air sedan, while developing its forthcoming midsize vehicle platform.

The leadership transition is intended to support Lucid's objectives regarding manufacturing discipline, capital allocation and the pursuit of revenue streams from autonomous technology and software. The company is currently focused on achieving positive free cash flow and profitability as it expands its product portfolio and scales its operational infrastructure.

Turqi Alnowaiser, Chairman of the Lucid Board of Directors, said, "On behalf of the Board, we are pleased to welcome Silvio as Lucid's next CEO. Silvio is a proven global leader with deep experience leading complex, technology‑driven organisations through periods of rapid growth and operational scaling. He brings a strong track record of global manufacturing excellence, operational discipline, driving growth across global markets and leading state-of-the-art customer service. His expertise in capital allocation, operational efficiency and translating advanced technology into consistent high-quality performance over time will be critical as Lucid continues to scale and execute its strategy. I would also like to thank Marc for his leadership as Interim CEO during a pivotal period for the company. Under Marc's stewardship, Lucid expanded and sharpened its strategy, strengthened execution and operational discipline, and led the business through an exceptionally challenging environment while maintaining momentum. We are fortunate to have his continued leadership as COO."

Marc Winterhoff, stated, "The past year has been an important period of progress for Lucid, and I'm proud of the work the team has done to strengthen our operations and execution. We have laid out a clear vision and enhanced strategy, and I look forward to continuing that work alongside Silvio."

Silvio Napoli, adeed, "Lucid has established a strong foundation built on technology leadership and an expanding product portfolio, including Lucid Air, Lucid Gravity, and the upcoming midsize vehicles. Working with Marc and the executive team, my focus will be on consistent execution, financial discipline and helping translate Lucid's breakthrough innovations into long-term value."

Comments (0)

ADD COMMENT

Link Copied!