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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Fery Rides, an Indian mobility start-up focussing on women's transportation led by women, has raised INR 20.75 million in a seed funding round led by IAN Angel Fund, part of IAN Group, with participation from Hari Balasubramanian, Uday Chatterjee and Sri Prakash.

The funding will be used to strengthen the technology platform, expand operations beyond the NCR region and onboard more women drivers, which the start-up refers to as Sister Partners.

The start-up aims to provide safe and reliable transport for women passengers, with every ride operated by trained and verified women drivers. The platform is developed by Ajay Kumar, alongside Vindhya Mehrotra and Himanshu Chaubey, with a key focus on women's safety.

The all EV service uses an app for onboarding, real-time tracking with SOS alerts and WhatsApp-enabled customer support.

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Sterling Tools, a leading automotive component manufacturer, has announced its subsidiary Sterling Gtake, which focusses on electric vehicle, has been rebranded as Sterling E-Mobility Solutions.

The company stated that the strategic rebranding is part of its portfolio expansion and its aim to be an integrated solutions supplier for EV powertrains and power electronics.

Anil Aggarwal, Chairman, Sterling Tools, said, “We are proud to begin this new chapter as Sterling E-Mobility Solutions. This rebranding reflects our commitment to delivering integrated EV solutions powered by global innovation and local expertise. Our exclusive partnership with Gtake remains strong, and we’re excited to explore new collaborations that strengthen our leadership in the EV ecosystem. We thank our partners and customers for their continued trust and support as we work together to shape India’s e-mobility future.”

In May 2025, Sterling entered into a technology licensing agreement with Advanced Electric Machines (AEM), UK, to manufacture magnet-free motors in India. In Sep 2025, the company announced another key partnership with Landworld Technology Co., China, for their range of on-board chargers and DC/DC converters.

Furthermore, the company’s existing relationships with Jiangsu Gtake Electric Co., for the Indian market, remains strong and unchanged. This partnership continues to flourish, with multiple products being developed by Gtake and localised by Sterling to meet domestic requirements.

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Toyota Kirloskar Motor (TKM) has signed a Memorandum of Understanding (MoU) with Samagra Shikshana Karnataka (Department of School Education and Literacy), Government of Karnataka, to strengthen vocational education for students in Grades 9 to 12.

The collaboration aims to link education with industry, provide students with experience in automobile technology and address the demand for skilled workers. The initiative will also focus on the development of school students.

The programme will be carried out in eight government schools across seven districts of Karnataka, reaching more than 800 students. The schools are located in Kudur and Kanakapura (Bengaluru South), Peenya (Bengaluru Urban), Bagepalli (Chikkaballapur), Byadagi (Haveri), Harapanahalli (Vijayanagara), Turvihal (Raichur) and Haliyal (Uttara Kannada).

The MoU was signed in the presence of K Vidya Kumari, IAS, State Project Director, Samagra Shikshana Karnataka, MR Maruti, KAS, Director (Quality), SSK and A Ramesh Rao, Vice-President, External Affairs-Karnataka & Corporate Social Responsibility, Toyota Kirloskar Motor.

The partnership includes teacher training through a comprehensive Train-the-Trainer programme, which will give faculty members exposure to Toyota’s manufacturing and learning processes. TKM will also set up automobile skill laboratories in the schools to deliver practical, industry-specific knowledge. Students will also gain exposure to industrial environments and company practices, promoting discipline, a safety mindset and respect for people.

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The Prime Minister of India, Narendra Modi, has virtually inaugurated the Mahindra Tractors Skill Development Centre in Gadchiroli, Maharashtra.

The initiative is a major effort to empower rural youth by providing them with industry-relevant skills and opening up new employment opportunities in the region.

The new centre was established by Mahindra Tractors, India’s leading tractor brand, at the Government ITI college in Gadchiroli. It is a collaborative effort with the Department of Vocational Education & Training (DVET) and the Maharashtra State Skill Development Society (MSSDS), aligning with the national and state focus on skill development.

The centre will focus on giving the local youth industry-ready skills by providing a structured curriculum, modern technical equipment and hands-on experience in various aspects of tractor and farm machinery. The programme aims to boost local livelihoods by creating career opportunities in the ecosystem, including assembly roles at manufacturing plants and service positions at dealerships.

Veejay Nakra, President – Farm Equipment Business, Mahindra & Mahindra, said, “We at Mahindra are deeply honoured that our Prime Minister Narendra Modi inaugurated the Mahindra Tractor Skill Development Centre in Gadchiroli. Maharashtra is not just a leading industrial centre, but a state that is deeply connected to the Farm Sectors growth journey. It is a matter of great pride for us to partner with the Government of Maharashtra, creating a future where our rural communities are uplifted by cultivating skills and harvesting hope.”

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