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.

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Maruti Suzuki India has announced that its staff contributed 2,600 hours to the eParivartan initiative during FY2025–26.

The programme involved 1,100 employees who participated in 30 activities focused on health, community care, and education.

In the health sector, employees took part in four blood donation sessions at company sites. Staff also used kits to build wheelchairs for donation to care centres and provided food, medicines, and toiletries to residents of shelter homes. Companionship programmes were established to connect volunteers with elderly and underprivileged individuals.

Education efforts included hosting students from underprivileged backgrounds at the Manesar manufacturing plant to observe production processes. Volunteers also provided support to students with visual impairments by distributing Braille kits and held art sessions for children with disabilities. A 'Wish Tree' project resulted in the provision of stationery and bags to 300 students. Additionally, employees painted 1,400 square feet of wall space at schools in Manesar and Gurugram to update learning environments.

Rahul Bharti, Senior Executive Officer, Corporate Affairs, Maruti Suzuki India, said, “At Maruti Suzuki, we believe progress is meaningful only when it is shared with the communities around us. We are happy to share that in FY 2025–26, over 1,100 Maruti Suzuki employees volunteered more than 2,600 hours, supporting more than 8,700 people in education, healthcare, or companionship. We don’t know how much difference we have made to the lives of these people, but we do know that the Maruti Suzuki volunteers have found it an immensely fulfilling, soul-warming, and life-changing experience.”

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JSW Motors, the new energy passenger vehicle division of the JSW Group, hosted its first Supplier Partner Conference & Tech Show at its manufacturing facility in Bidkin, Chhatrapati Sambhajinagar, Maharashtra.

Organised in collaboration with the Automotive Component Manufacturers Association of India (ACMA), the event brought together over 100 auto-component business houses. The conference serves as a strategic precursor to JSW Motors' upcoming entry into the Indian passenger vehicle market, focusing on building a localised, resilient and ‘glocal’ supply chain for its new energy vehicle (NEV) programs.

The conference highlighted JSW Motors' commitment to domestic value creation as it prepares for its first vehicle rollout later this year.

The Bidkin facility in the Aurangabad Industrial City (AURIC) is positioned as the primary production hub for JSW’s independent EV and hybrid lineup, separate from its joint venture with MG Motor.

The Tech Show showcased innovations in automotive design and next-generation manufacturing, encouraging technical licensing agreements (TLAs) between local suppliers and global technology partners.

Ranjan Nayak, CEO, JSW Motors, said, “At JSW Motors, we believe that building world-class mobility solutions requires a strong and future-ready supplier ecosystem. The first ever Supplier Conference & Tech Show reflects our commitment to collaborative growth, technology excellence and supply chain resilience. JSW Motors is months away from its first launch. The conference we're holding today is a signal of how seriously we take localisation and how seriously we take the partners we're building with.”

Vikrampati Singhania, President, ACMA, said, “This initiative marks an important step towards building a future-ready and resilient mobility ecosystem in India. As the industry transitions towards new energy vehicles, the role of suppliers becomes increasingly strategic, requiring early alignment on product roadmap, technology direction and scale to enable timely investments and capability development. We are encouraged by JSW Motors’ strong commitment to collaboration and localisation, which will be critical in strengthening the domestic value chain and enhancing the global competitiveness of India’s auto component industry.”

The event aligns with JSW Motors' broader strategy to disrupt the Indian NEV segment with a mix of high-tech SUVs and premium models.

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Michael R Bloomberg has announced a new USD 350 million investment towards Bloomberg Philanthropies Initiative for Global Road Safety, including the Bloomberg Initiative for Cycling Infrastructure, aimed at saving one million lives over the next five years through improved road safety policies and cycling infrastructure.

The announcement, made at CityLab 2026 in Madrid, brings the total funding for the Bloomberg Philanthropies Initiative for Global Road Safety (BIGRS) to USD 865 million since 2007. The initiative focuses on high-impact interventions to combat the more than one million annual road traffic deaths reported by the World Health Organization.

The new funding will scale proven interventions across 13 countries and over 30 cities, with a specific focus on high-risk regions in Latin America, Africa and Asia.

• Cycling Infrastructure (BICI): A global competition will select 25 cities for technical training, with 10 finalists receiving USD 400,000 each to implement safe cycling networks. The goal is to reach 15 million people with improved bike lanes.
• Policy & Enforcement: Continued support for national and city-level policies targeting speeding (a factor in 50 percent of fatalities) and new research into distracted driving.
• Vehicle Safety: Expanding safety standard improvements to more car models across emerging markets.
• Urban Transit: Promoting government investment in Bus Rapid Transit (BRT), cited as the safest urban transport method.

In India, the initiative will specifically target Delhi, Karnataka State and Maharashtra State (with an emphasis on Mumbai and Pune). To accelerate progress, the program uses a ‘mentor city’ model where regional leaders like Bogota, Ho Chi Minh City and Addis Ababa provide peer-to-peer support to neighbouring municipalities.

Michael R. Bloomberg, said, “Road crashes don’t receive enough attention, even though they take a staggering toll on human life and health – and so many of the injuries and deaths are preventable. At Bloomberg Philanthropies, we’ve long recognized the urgency to improve road safety and the important role that improved cycling infrastructure can play. This major new investment will expand and accelerate the lifesaving progress we’ve made bringing proven interventions to streets around the world.”

The initiative which begin in 2007 has established a strong track record of measurable outcomes including nearly 900,000 lives saved through the passage of 190 policies.

Over 2,400 dangerous intersections redesigned and 200 miles of bike lanes built. Nearly 80,000 traffic police trained across 22 countries and anticipated reduction of 97,000 tons of CO2 emissions by 2040 through increased cycling.

The program will also produce the world’s first comprehensive guide for safe cycling infrastructure, establishing new international design standards to supplement the Global Street Design Guide.

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Caterham has developed a new Miami Special Edition, a track-only model set to debut during the upcoming race weekend in Miami. The lightweight, performance-focused vehicle will be presented to motorsport fans for the first time on 1st May on Race Street within the West Campus of the Miami International Autodrome.

The exterior of this limited-edition Seven features a bespoke Aqua custom paint finish, complemented by a distinctive decal pack in Vibrant Pink and White. The design is completed with the iconic Miami script and a silhouette of the circuit displayed on the rear of the car. Inside, the custom theme continues with the Miami script embroidered on the headrests, while a numbered plaque is mounted on the dashboard. Reflecting its hand-built origin, a second plaque in the engine bay carries the names and signatures of the two builders who assembled the car at Caterham’s UK factory.

Powered by a naturally aspirated 2.0-litre Ford Duratec engine producing 210 bhp at 7,600 rpm, the Miami Special Edition achieves a power-to-weight ratio of 375 bhp per tonne. Coupled with a five-speed manual gearbox, it can accelerate from 0 to 60 mph in 3.8 seconds and reach a top speed of 136 mph (approximately 220 kmph). The Miami race weekend, known for its high energy, world-class entertainment and diverse audience of celebrities and industry leaders, provides a fitting backdrop. Caterham’s participation underscores its US market expansion, highlighted by the recent appointment of Miami’s Walt Grace Vintage as a dealer and a new partnership with Precision Drive Club, an invitation-only private driving and hospitality community based at the autodrome.

After the race weekend, enthusiasts will have the chance to own a piece of history, as 10 of the 12 examples produced will be available for purchase through Caterham’s U.S. dealer network. Pricing is available upon application.

Trevor Steel, Senior Vice President – Operations, Caterham Cars, said, “Miami has become a global hub for elite motorsport and luxury automotive culture, so to have this moment to unveil the Miami Special Edition is truly unique. This car represents the very best of lightweight British engineering, and seeing the car launched and on display at the race weekend will be a significant moment for our brand.”

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