Ashok Leyland Pushes OEM-Dealer Partnership in CV Customer Care

The commercial vehicle (CV) industry in India is changing very quickly. Customers now expect faster service and better support. On top of that, social media has made their voice stronger. If a problem is not solved on time, it can become big very fast. To handle this, Ashok Leyland believes that OEMs (vehicle makers) and dealers should work together instead of leaving all the work to dealers.

Training and Keeping Good Workers

At the 7th Auto Retail Conclave in Delhi, Sanjeev Kumar, President and Head of M&HCV at Ashok Leyland, spoke about two big problems in the CV sector:

1. Finding and keeping skilled workers.
   
2. Handling customer complaints in the age of social media.

He said that today’s young people have many job options, so just giving them salary is not enough. Companies also need to keep them motivated.

To solve this, Ashok Leyland commercial vehicles train thousands of apprentices every year in their factories. Many of them later join dealerships as trained staff. The company also works with Industrial Training Institutes (ITIs) to create special training programs. This way, both the company and its dealers get a steady supply of skilled workers.

Why Customer Issues Need Teamwork

For truck owners, every breakdown means a loss of income. That is why even a small issue in the Ashok Leyland truck range becomes very important. Social media makes these problems visible to everyone, so companies must act fast.

Kumar said that dealers should not be the only ones responsible for solving these problems. If OEMs and dealers handle complaints together, customers will get quicker and better solutions.

He added, “A collaborative way of handling complaints between the OEM and the dealer is the key, rather than solely burdening the latter.”

This teamwork helps solve issues faster and builds more trust with customers.

What Other Industry Leaders Said

The discussion, led by Hormazd Sorabjee, Editor of Autocar India, also had leaders from Tata Motors, Mahindra & Mahindra, Hero MotoCorp, Hyundai, Volvo Car India, and Honda Motorcycle & Scooter India. Everyone agreed that taking care of customers and preparing skilled workers are very important for the future.

Conclusion

With its wide range of Ashok Leyland LCVs, ICVs, and HCVs, the company is not just making trucks. It is also focusing on customer care and workforce training.

By asking OEMs and dealers to work as partners, Ashok Leyland trucks aim to set a new standard for CV customer service in India. This approach can help both the company and its customers in the long run.

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