Ashok Leyland Focuses on OEM-Dealer Collaboration to Boost CV Service

Key Highlights:

• 1,000+ CV complaints show the need for stronger OEM-dealer teamwork.

• Ashok Leyland trains apprentices and partners with ITIs for skilled manpower.

• Motivation beyond money is crucial for employee retention.

• Social media makes CV complaints urgent and highly visible.

• Complaints are opportunities to build trust and customer loyalty.

Ashok Leylandis pushing for stronger collaboration betweenOriginal Equipment Manufacturers (OEMs)and dealers to improve customer service in the commercial vehicle (CV) sector. Speaking at the 7th Auto Retail Conclave in Delhi, organized by theFederation of Automobile Dealers Associations (FADA), Sanjeev Kumar, President and Head of M&HCV at Ashok Leyland, highlighted that over 1,000 CV complaints show the urgent need for better teamwork.

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Manpower Shortage and Training Initiatives

One of the biggest challenges in the CV industry is the shortage of skilled manpower. Young professionals today have many career options, making it difficult for the industry to attract and retain talent.

To address this, Ashok Leyland trains thousands of apprentices in its factories every year, many of whom later work at dealerships. The company also collaborates with Industrial Training Institutes (ITIs) to create specialized training programs. This ensures a steady supply of skilled technicians for the industry.

However, Sanjeev Kumar stressed that financial incentives alone cannot motivate employees. Companies and channel partners must focus on keeping their workforce motivated and engaged to reduce attrition.

The Impact of Social Media on Complaints

Customer complaints in the CV industry have become more visible and urgent due to social media. Even small issues can affect a truck driver’s income and business, making fast solutions essential.

Sanjeev Kumar said that resolving these issues requires a joint effort between OEMs and dealers. Instead of leaving all the responsibility on dealers, manufacturers should share the burden and work together to offer quick solutions.

Turning Complaints into Opportunities

Kumar emphasized that complaints should not be viewed as problems alone but as chances to build better relationships with customers. Handling issues collaboratively can strengthen trust, improve customer satisfaction, and create long-term loyalty.

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CMV360 Says

Ashok Leyland’s focus on OEM-dealer collaboration highlights a growing need for teamwork in the CV sector. By training manpower, sharing responsibility for customer service, and using complaints as opportunities, the company aims to build long-term trust and deliver faster solutions.