HOW MY INTERNATIONAL REDEFINES THE CUSTOMER OWNERSHIP EXPERIENCE

Syed Zaidi, vice president, Digital Solutions, International, is one of the many people behind My International. He has more than 20 years of experience in digital, IT and services, including leading complex digital transformations. Prior to joining International, Zaidi spent more than a decade with Scania Group, most recently shaping digital transformation strategy across the commercial retail network.

Zaidi discusses how My International reflects International's commitment to delivering solutions that move fleets forward by connecting them with key insights to create a more productive and simplified ownership experience.

The following Q&A has been edited for style and brevity.

International: My International is described as a connected digital ecosystem. What does that mean for customers, and how does it reflect International's commitment to delivering solutions that move customers forward?

Syed Zaidi: My International is a connected digital ecosystem that helps us better serve our customers throughout their entire ownership lifecycle. It provides information they need to make informed decisions and solve problems more easily and quickly. Whether it's uptime, total cost of ownership or day-to-day operations, My International helps bring together the information customers need in one place and removes the noise that can make the ownership experience more complicated than it needs to be.

The introduction of My International is a pivotal step in our commitment to deliver solutions that move customers forward. Customers now have one place to go for monitoring fleet performance, scheduling service, managing warranties and interacting with our dealer network. My International replaces and goes beyond what was available with International 360 and OnCommand® Connection.

International: How does My International change the way customers think about vehicle health and maintenance planning?

Syed Zaidi: Knowing about a problem is only one piece of the puzzle. Once you know there’s a problem, the focus shifts to understanding how to get it fixed and get that vehicle back on the road. That's where predictive capabilities and orchestration come together.

We've done a lot of work with our dealer network to help customers move from identifying an issue to resolving it more efficiently. When a vehicle needs service, it's important to know whether a dealer can perform the repair, if the right technician is available and if the necessary parts are in stock. The digital experience needs to match the physical service experience.

By bringing those pieces together, My International helps customers take a more proactive approach to maintenance planning while improving uptime and the overall ownership experience.

International: How does My International help customers connect information across their existing fleet technologies?

Syed Zaidi: Many fleets have invested in their own technology platforms. Our approach with My International is to connect with the tools customers are already using and integrate seamlessly with leading telematics service providers. We recognize that customers have different needs and different levels of digital maturity, so we want to work with customers and connect with the systems they've already built, helping create a more connected ownership experience and eliminate silos.

International: How is My International tailored to different users?

Syed Zaidi: My International is one common destination and one ecosystem that will continue to grow. As new functionality is added, that's where workflows become important. The platform is designed to prioritize the features and information that are most relevant to a user's role. Rather than having to sort through every available feature, customers see the information that aligns with the work they need to do.

International: What role does artificial intelligence (AI) play within the My International ecosystem?

Syed Zaidi: Artificial intelligence is the layer that transforms connected data into meaningful action for our customers. The commercial vehicle industry already generates an enormous amount of information from vehicles, service operations and connected systems. The challenge is no longer collecting data – it's helping customers understand what matters, what requires attention and what they should do next.

Within My International, AI helps customers move from reactive decision-making to proactive fleet management. It can identify emerging trends, surface insights that might otherwise go unnoticed and recommend the next best action to improve uptime, optimize maintenance and reduce total cost of ownership.

We see AI becoming an intelligent digital assistant throughout the ownership journey. Instead of simply notifying a fleet manager that a fault exists, My International will increasingly help orchestrate the entire resolution process: from understanding the issue to identifying the right dealer, confirming technician capability and parts availability, and helping coordinate the most effective path to getting the vehicle back on the road.

International: Why should a fleet use My International?

Syed Zaidi: My International helps customers interact with International as effectively as possible throughout the ownership lifecycle. Whether it's understanding the products and services they've purchased, tracking warranty and service agreements, monitoring vehicle performance or accessing connected vehicle data, customers have the information they need in one place.

There are also significant uptime and total cost of ownership benefits. Customers can use fuel analytics and other insights to better understand how their vehicles are performing and identify opportunities to optimize operations. When a vehicle requires service, they can communicate directly with the dealer, understand when the vehicle is expected to return to service and plan their operations accordingly. That visibility helps customers make more informed decisions about their fleet.

International: How will My International continue to evolve with customer feedback?

Syed Zaidi: Design thinking plays a big role in how we approach My International. It's about co-creation and learning from customers to make sure they're getting what they need. We work closely with both dealers and customers, asking for feedback and learning how they use the platform. From those insights, we’ll be able to add features that will benefit them. We're just getting started – and that’s one of the most exciting parts.

International: What is the long-term vision for My International?

Syed Zaidi: Our long-term vision is for My International to become an intelligent ownership platform rather than simply a digital application. Instead of customers navigating multiple systems to find information, the platform will increasingly understand the context of every vehicle, customer and service event, bringing together connected data, AI and dealer capabilities to help customers make better decisions with less effort.

Our vision is for technology to become almost invisible. Customers shouldn't have to spend time interpreting data or navigating multiple systems. The entire ecosystem will work in the background, connecting information, simplifying decisions and helping customers focus on what matters most to keep their business moving.

More information

My International is live and available across North America. A five-year subscription comes standard on all new International® trucks and IC Bus™ models. To learn more, visit www.international.com/services/my-international.