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!

Vietnamese automotive company VinFast has expanded the role of its India Chief Executive Officer, Tapan Ghosh, to oversee operations in Indonesia, uniting the company's management structure across both regional markets.

Interestingly, Ghosh becomes Chief Executive Officer for VinFast Operations across both countries, making him the first executive from India to manage multiple markets for the Vietnamese company.

Since joining the Vietnamese brand in 2025 from Hyundai Motor India, Ghosh has managed local manufacturing setups, dealership distribution expansion and product strategies. His new responsibilities will include overseeing the development of a complete knock-down (CKD) assembly operation in Indonesia.

The dual-country manufacturing and distribution setup establishes operational hubs for VinFast across South Asia and Southeast Asia, supporting its strategy to expand production beyond Vietnam.

Comments (0)

ADD COMMENT

Link Copied!

Chinese automotive major Geely Automobile Holdings has announced changes to its board of directors and executive leadership structure, effective 18 August 2026, as part of its succession planning framework.

Li Shu Fu has resigned as Chairman of the Board and Executive Director to focus on other business commitments. He has accepted an appointment as Honorary Chairman for Life, a role outside the formal corporate governance structure. Li remains a controlling shareholder of the company and confirmed that he has no disagreement with the board regarding his departure.

On the other hand, Executive Director An Cong Hui has been appointed Chairman of the Board. The board cited An's operational experience within the group and strategic alignment with the controlling shareholder entity as factors supporting the appointment. Independent non-executive directors will continue to oversee potential conflict management protocols under Hong Kong Stock Exchange listing rules.

Further board adjustments include the resignation of Li Dong Hui, Daniel, from the role of Vice-Chairman. He retains his seat as an Executive Director. Gui Sheng Yue has stepped down as Chief Executive Officer and assumed the role of Vice Chairman while remaining an Executive Director.

Following Gui's transition, Executive Director Gan Jia Yue has been appointed Chief Executive Officer. Gan assumes responsibility for managing the group's operational activities and executing long-term business objectives.

Comments (0)

ADD COMMENT

Link Copied!

Mumbai-based automotive major Mahindra Group is preparing to test the waters of India’s nascent lifestyle pickup segment, while accelerating a deliberate international expansion and doubling down on its electric vehicle ambitions.

It was on 14^th August that Mahindra took the wraps off its much-anticipated global pickup truck christened – ‘Mahindra Lifestyler’ and ‘Scorpio Lifestyler’ (for India market), based on the popular Scorpio SUV. While the technical details and pricing have still been kept under wraps, what's known is that it will be available in three variants - Trail, Valley and Reef editions. It will be launched by April 2027 with prices starting under INR 1.95 million (ex-showroom). 

R Veluswamy, President - Automotive Technology & Product Development, Mahindra Group and Nalinikanth Gollagunta, CEO, Automotive Division, Mahindra & Mahindra, outlined a strategy rooted in what they describe as latent customer demand rather than existing market size.

“The latent demand, latent need is the most important thing,” Gollagunta said. “So far what we have seen is, it’s a compromise choice they make. Because they don’t have the right product at the right price point. So, they’re making either a compromise on the capability or making a compromise on the budget.”

He added, “We believe that the latent demand for an uncompromised choice means there’s an open space for us to play.”

Veluswamy reinforced the point by recalling the original Scorpio’s arrival. “When we first saw the car, we all were blown away, but no customer had expressed that they wanted such a car. So, to say that the pickup segment is not exist may be a statement that’s not representative of the customer. They may not know how to express it. The latent desires are always understood.”

He continued: “We have seen customers who want the pickup character and who want the SUV character and who want the 4x4 character at an affordable price point. If you put all of them together, Mahindra has the deep pickup expertise. Mahindra has the deep SUV expertise; we put all of them together, and we think it will click with the customer.”

The forthcoming Scorpio-badged Lifestyler pickup was originally conceived as a global product.

“You have to remember three years ago, this was a global pickup as we call it. This was for the global market. But in three years, we have had enough indications to tell us that there’s some latent demand in this market,” Gollagunta noted.

Responding to a query on the volume expectations, Gollagunta said, “I won’t get into the volumes to be honest. The way we are looking at it is we are the third largest automotive market in the world. We believe the market is evolving and maturing and becoming a lot more sophisticated. The problem we see is there are not enough of these choices in these markets.”

Veluswamy pointed to past surprises as evidence that the right product can rewrite expectations. “How many of us thought the 9E would have such volume? And the 9S when we launched, how many of us thought that would have that volume? It clearly tells if you have the right product for the right customer needs. They don’t look at the price. They look at the value proposition.”

He added of the XUV700: “Who in the earth would have imagined that this car will be selling at 9,000 units per month. Who would have thought?”

The Scorpio brand itself is viewed as elastic enough to support the new model. “Our sense is the Scorpio brand means a lot to different people,” Gollagunta observed.

“There are a lot of customers who have a Scorpio Classic, who tell us that I will not buy a Scorpio N. A lot of Scorpio N customers say that I don’t see myself in a Scorpio Classic. Yet the market has stretched and you have two distinct segments with very loyal customers on both sides. So, it’s hard to predict right now. Our view is there’s enough elasticity in the brand today to take a price that is very distinct in itself,” he said.

Pricing has been carefully signalled rather than fixed. “I’ve given one so that now I can have conversations,” Gollagunta explained. “The starting price is less than this, we said. It’s a conversation starter for me to have conversations with customers.”

Veluswamy clarified, “The starting price is less than that. We haven’t announced the price. We have just put a number.”

When queried about the production capacity for the upcoming Lifestyler, “Every new product comes, it comes with a capacity,” Veluswamy said. “So there is a capacity for the product, and there is an operationalisation based on the demand; you operationalise the capacity.”

The vehicle will benefit from body-on-frame technology, 4x4 expertise and technologies already proven elsewhere in the range. “We are riding on that high price point SUVs, which means high technologies that we already use in our ICE and EVs. That is what we are bringing to pickup,” he noted.

Beyond India, the company is pursuing a measured three-phase global approach.

“There is a three-phase strategy. The core markets where we have a strong legacy will continue to double down. Those markets: South Africa, Australia for sure. The second wave is the other LHD markets where we think there is significant potential for us. And we have talked about UK. If we go there, we want to go there to win. And if you are not convinced we cannot win, we will be careful about doing it. I am not in a hurry because I have a core market which is doing well. But we will go out there; the difference is we now have products which are built for the globe,” Gollagunta averred.

Veluswamy provided market context: “We sold about 235,000 units last year (2025) in Australia. And about 135,000 units in South Africa. But the majority of them are these mid-size pickups. The South African market is looking for versatility. Whereas the Australian market is looking for adventure, freedom, go anywhere, towing 3.5-tonne trailers, premium upmarket. So, it is really two different markets.”

The Indian market in the recent past has seen a slew of automakers in the passenger vehicle space introduce hybrid products. For Mahindra, the message has been clear: electrification was unambiguous.

“Our focus is electric, electric, electric. That’s it,” Veluswamy declared.

Furthermore, the company had no intention to dilute its SUV focus simply to chase EV volume elsewhere. “We play in the SUV market. So wherever there is an SUV market, we bring electric. You have to see multiple parameters. It’s not one-dimensional.”

Gollagunta added that electric powertrains are already on the roadmap for future platforms: “We did have the NU_IQ we launched last year, and we said that there is going to be electric powertrains on NU_IQ. But if we do it, it has to be in a way that we believe taps into a platform architecture.”

Veluswamy highlighted the recently introduced BE6 for its intelligence layer.

“The intelligence of the car is different from intelligent driving. Naturally, it can speak to you. You can ask many questions. It is like a teacher, a tuition teacher. That is phenomenal. It understands the context, the context reasoning. It understands natural language reasoning. You do not have to be as accurate as Alexa. That is why we say it is unmatched.”

He detailed the system’s architecture: “It goes to the cloud, and it has 17 agents, and 17 agents are working in tandem. If they have to get it from the LMM, the Gemini model, then it directly gets it.”

Simple commands remain local and immediate, while contextual or knowledge-based queries draw on the cloud. “Our electric vehicle is one of the best cyber security certified. Without cybersecurity, you cannot even bring this in,” he added.

Going forward, it will be interesting to see whether the Scorpio Lifestyler remains a niche experiment or becomes another volume surprise will depend on the next six months of customer conversations.

What is already clear is that Mahindra intends to treat both the Indian opportunity and its wider global and electric ambitions with the same methodical, brand-first discipline that has underpinned its recent growth.

Comments (0)

ADD COMMENT

Link Copied!

Honda Motorcycle & Scooter India (HMSI) Director of Sales and Marketing Yogesh Mathur has exited the company after more than two decades, sources familiar with the matter have confirmed.

Mathur joined the Japanese two-wheeler major in June 2001 and rose through the ranks to become one of its longest-serving senior leaders. At the time of his departure, he held end-to-end responsibility for sales, distribution, logistics, customer service and business planning across HMSI’s network of more than 6,500 dealer and customer touchpoints nationwide. Under his oversight, the company managed annual volumes exceeding 5 million units and a turnover of approximately INR 500 billion, spanning rural, semi-urban, urban, metro, premium and electric vehicle segments

Mutsuo Usui, Director – Sales at Honda Motorcycle & Scooter India, has succeeded Mathur, according to people aware of the development. The company has not issued any official statement on the leadership change.

Mathur’s career at HMSI progressed from executive roles to regional head across every geography in India, followed by stints as division head for marketing and business planning, operating head of sales and marketing, and ultimately senior-level expert. He also served on the company’s CSR Committee, Business Ethics Committee and Information Security Management System (ISMS) Committee.

As HMSI’s official spokesperson, he represented the company in national media for over five years.

At present, there are no further details on Mathur’s next move or the exact effective date of the transition were immediately available.

The move comes at a time when Honda Motorcycle & Scooter India is gearing up to unleash one of its most aggressive product launch roadmap compromising of 10 motorcycles and scooters, which includes 7 models and 3 refreshed variants.

The lineup spans internal combustion engine, electric and flex-fuel mobility, featuring models such as the ADV 160, CB 500, Rebel 300, Rebel 500, XR 300L, XR 300 Rally and QC3 EV. Production utilises local sourcing and manufacturing capabilities to support market expansion

Comments (0)

ADD COMMENT

Link Copied!