Tata Motors saw high commercial vehicle sales over 2011-2013, with over 5.3 lakh units sold each year, maintaining around 60% market share. During this period the company expanded its reach by increasing touchpoints by 68% and restructuring its dealership network into Silver, Gold, and Platinum tiers. A number of new after-sales products and services were launched to improve customer experience, and 16 new commercial vehicle products were introduced across various tonnage segments. Financial risks were also reduced through factoring and centralized financing arrangements.

1. 1
 History highest CV sales in 11-12 & 12-13:
5.3Lac plus in each of this year
 CV market share sustained at high level of
around 60%.
 Expansion in reach –increase in touch points
by 68%.
 Network model restructuring : Silver, Gold,
Platinum
 Improvement of customer experience at 52%
dealership main outlets.
Time-Line : 2011 June to 2013 August
Key Responsibilities / Business Challenges
Key Team-accomplishments
 7 after sales products launched to enhance
customer centricity - Tata alert 24x7, Tata Fleet-
man , Extended warranty & service periods,
Tata Delight / Emperor, Triple Insurance benefit,
Restructured annual maintenance contract,
ISO9001 certification of work-shops.
 16 new product launches spread across the
tonnage range. 25Ton-4 products; 31T- 4
products; 37T-one product; 40T – one product;
49T – one product; Refreshed Ace, Ace Dicor,
407 face-lift; Ultra range of buses & trucks.
 Financial de-risking of business: Factoring,
PCG focus, Centralised tie-ups
Market planning & sales strategy for desired Volumes / Mshares; Sales & Operations planning including
logistics and vehicle inventory; retail & channel finance strategy; key customer relationship & CSI
management; Financier relationship management; profitability & development of Dealers; Institutional
sales; Used vehicle business; new initiatives & product launches, Infrastructure & Organization
development for long term.