BS 6 norms are now a reality and vehicles will need to be extra more careful to ensure their wheels keep rolling without any significant downtime. With Uptime 2.0, VE Commercial Vehicles is now aiming to handpick and address product failures even before it gets the vehicle to standstill in the middle of nowhere
The transport industry serves as the backbone of every economy,as it ensures availability of your requisite stuff at your nearest stores even before it is advertised. During the ongoing troubled times owing to the COVID-19 pandemic, the industry is fighting hard amidst all the non-favourable conditions to ensure people atleast have access to essential stuff for survival. VE Commercial Vehicles (VECV) has also recently shifted its gears with an aim to address challenges faced by the transport industry as well as to maximise customers’ vehicle uptime. Therefore, the company has introduced a new Competence Centre as well as a Vehicle Uptime Centre at its Pithampur facility to promptly address problems across the Indian terrain.
The automotive industry’s transition to BS 6 emission norms has been widely applauded, as no country in the world has skipped one emission norm altogether and jumped to Euro 6 equivalent norms. While on one hand, it required significant changes at the hardware level, it also needed an army of service managers, technicians as well as support staff that can quickly identify and rectify problems that can lead a vehicle to stall in the middle of nowhere. VECV has designed the Competence Centre to upskill its workforce,who will be entrusted at the forefront to manage the sophisticated technologies.
However, with majority of action happening on the road for the transport industry, it is critical to offer support 365 days, 24x7. VECV has introduced an upgraded version of its vehicle uptime services, wherein it is now offering predictive vehicle support management based on real time updates from vehicle telematics. With the latest version named Uptime 2.0 the company has stepped up its ante and moved ahead to offer predictive vehicle maintenance by utilising telematics. The data sourced is put into the rule engine software programme and subsequently analysed to predict vehicle behaviour as well as avoid product failure by dynamically organising service plans.
The Uptime 2.0 takes the journey further ahead with predictive tools analysis to alert the owner well in advance about any possible product failure coming up. The fault codes are analysed with rules by domain expert people to arrive on the probable failures faster even before the vehicle becomes stationary. This is done in three categories – Predictive customer care where the customer can carry out repairs under Do-It-Yourself mode; Predictive Workshop visit cases when intervention is required but not on an immediate basis; And third, Predictive Critical when the driver needs to immediately stop the vehicle to avoid incremental repair costs and high downtime. According to the company’s sources,with BS 6 norms now implemented, vehicles will require a lot of maintenance care such as adequate AdBlue or diesel availability to minimise the number of times the vehicle needs to come between service intervals.
VECV started its journey of remote diagnostic support in April 2019 and as of date, a team of 65 diagnostic-experts at Noida centre as well as 85 more at its Pithampur facility are collectively handling 708 cases per month. The team claims to address problems in less than four hours as well as maintain 98 % case closure in less than 8 hours. In parallel, the VECV team has created a diagnostic learning document for dealership-based technicians for inputs (including image-based diagnostic advisory), to build service personnel’s competency and target faster vehicle repairs. The team in Uptime services also offers operational benefits such as parts support services while dealing with regional distribution centres (one each in Bengaluru, Kolkata and Gurugram) to ensure quicker availability of spare parts across the country. In case the centres are not able to furnish the requisite part, VECV’s mother warehouse in Pithampur ships the spare part in less than 24 hours.
With Uptime 2.0, VECV has strengthened services from the ones that the company initially offered during the first phase of Uptime 1.0 with a clear strategy on how it will develop itself for increasing vehicle uptime and customer delight. Under Uptime 1.0, VECV moved away from the traditional reactive way of support mechanism to proactive vehicle support mechanism-based real time information sharing, as it built competency through its live learning for dealers on the ground to proactively work on the vehicle everytime it landed in the dealership. Uptime 1.0 basically worked on 6 principles – real time support services for ancillary job card, break-down assistance, faster turnaround even in remote locations, pro-active monitoring accidental orders and pro-active support services for faster turnaround at workshops, and diagnostic assistance through various tools.