Volvo-Eicher Commercial Vehicles (VECV) has been one of the most successful JVs in the Indian automotive industry. With its frugal engineering capabilities, Eicher has been a trusted partner for many transporters in the country, while Volvo is a global name synonymous with quality, systems approach, technology, etc. The company has derived excellent synergies by combining the strengths of both partners and is all set to offer challenging competition in the segment in the long run.
Having recently launched the highly-promising Pro series range of trucks and buses, VECV has also effected plenty of upgradations on the aftermarket side to give customers a comprehensive solution.
We hear from the company about its aftermarket gameplan.
Excerpts:
Our strategy is to engage the customers and meet their expectations throughout the life cycle of the vehicles which effectively means that our service outlets will be one-stop solution for customers for all of their aftermarket needs through our country-wide network of sales, service and spares.
The pillars of our after-market support will be modern and have comprehensive infrastructure. Genuine Service Processes and competent manpower will enable execution as well as support service offerings. We will also offer innovative and customized service offers to meet individual customer needs
The ‘Eicher Promise’
Our warranty offerings are among the best in the industry. To support beyond standard warranty period, customer can opt for extended warranty programmes as well.
We offer the most comprehensive Annual Maintenance Contracts under the brand umbrella of ‘Freedom’. The Freedom offers are designed taking into consideration the customer requirements and usage pattern to deliver an optimized maintenance and best in class uptime package. Our ‘Eicher Promise’ guarantees turnaround time in an unfortunate event of a break down at pan-India Level and not just on national highways. Soon we shall be extending this to our service outlets as well. Customers can login their break down calls on a 24×7 call centre through a toll free number and the service can be availed from anywhere in the country. Our endeavor is to put the vehicle back on road within 48 hours.
We work very closely with the Insurance companies to provide comprehensive insurance solutions to our customers for smooth repair and quicker turnaround time in an unfortunate event of vehicle meeting with an accident
Our Telematics products to be introduced with the Pro series of vehicles: ‘Eicher Live’ would be the most advanced in the industry which not only provides vehicle utilization details to customers at the finger tips but would also forewarn the stakeholders to carry out proactive service and repairs to avoid break down and consequential damages which is unparalleled. The customers also can closely monitor fuel consumption accurately and take corrective measures to optimize fuel cost which is a major component of vehicle operating cost.
Comprehensive training modules
We have put in place a dedicated commercial project team which comprehensively looks into the training needs of various stakeholders as a part of our overall vehicles project
Drivers are one of the key stakeholders in the Commercial Vehicle Industry. We very clearly understand and appreciate the need to equip them with the right kind of knowledge to operate Eicher vehicles. Our curriculum is a comprehensive one covering best driving practices. Our Driver training is one of the best industry which is fully interactive with very high level of visual content aided through photographs, films, video clippings and animation
The driver education materials viz posters, booklets, audio & video programmes have received accolades in national and international forums. In 2007 we were awarded in the International Film Festival at Delhi for the film on safe driving. We were awarded in the Global Film Festival on road safety in Paris in 2008 for the film titled “Safe transportation of hazardous goods”. We were also awarded at the Global film festival on road safety at Morocco in 2010 for the film titled “Pehla Kadam” on road safety education for children
To motivate the drivers we have a unique competition for the drivers called “Fuel Champ” which is an annual event. This is very unique in the industry.
The driver training is imparted at our Central facility at Pitampur and also through our regional trainers who are located in the field. In addition we have deployed a huge force of expert drivers (Close to 100 drivers) in the field who accompany the vehicles and impart training to drivers in the real life situation.
Coming to the training of technicians we have a comprehensive programme to evaluate the training needs to technicians based on which the training courses are designed and delivered. In addition to the trainer facilitated training programmes we have online courses. We have a completely equipped central facility at Pitampur and also four training schools in various parts of the country. We also conduct regular refresher driver training programs on safe driving (defensive driving and fuel conservation)
We also offer special programmes for our fleet operators including State Transport Undertakings. It covers pre-operational checks, routine maintenance, tips on safe driving, fuel conservation and simple trouble-shooting. We also have special cells which take care of the needs of large fleet operators and STUs
Dealer-level enhancements
In view of the changing customer requirements there is increased focus on three major aspects of dealership – manpower, infrastructure and process. As part of the competence building drive, we have devised competence cycle with 360 degree approach to ensure overall development. Accountability has been defined at all levels with structure at HO, regional and dealer level. Interactive E-content has been developed for all modules. Most advanced learning management system (iLearn) has been launched with unique feature to capture the competence index.
Dealership Infrastructure is being developed with enhanced focus on customer service, experience and brand communication. Standardization of dealer operating standards is also taking place across all operations of dealership. Process of rewarding the dealer and dealership manpower to drive DOS implementation at respective dealerships and recognition through awards and incentives has also been put in place
Currently there are 273 dealerships across the country along with 14 container setups and 40 site support offices. On parts front, we have 24 parts distributor, 118 Eicher Genuine Parts shoppe and more than 2,300 parts retailers.
Our dealerships are undergoing a major facelift at present and the essential criterion for PRO Series certification includes – upgradation of service bays, engine overhauling rooms, customers interaction areas, dealer identity and tools and equipment facilities. The new dealer brand and infrastructural readiness has been completed at various locations in line with our ramp up and phase wise introduction plan.
No room for “No” to customer needs
The importance of aftermarket and its rightful place in the after sales need not be re-emphasized as it’s a natural culmination. Aftersales will be the single most differentiator in the days to come. Its already well understood and being driven relentlessly.
Several initiatives have been taken in the after sales area as detailed out earlier. It’s a continuous journey. To be on top we will continue to innovate and come out with winning offers to customers. To do this we will be open to unconventional methods to reach out to our customers. We have imbibed very well in our system that “No” is not an answer to meet any of the customer needs. We have a common slogan for after sales within the after sales organization including the extended arm of dealers which drives this quest.