Cityflo’s journey from a single experimental route in Mumbai to a 1,000-bus network across six cities in Mumbai, Thane, Navi Mumbai, Hyderabad, Delhi, and Kolkata is not just a story of growth; it is a story of building the right partnerships at the right time. Over the last three years, as the company accelerated its expansion, one relationship has stood out as a key enabler; its deep and evolving partnership with Eicher Buses. This collaboration has gone beyond product supply to become a fully integrated ecosystem spanning vehicle design, operator engagement, service support and lifecycle efficiency.
“Cityflo is a home-to-office app-based shared mobility platform designed primarily for people who would otherwise drive to work. We offer a comfortable, premium AC bus experience where users can manage their commute entirely digitally,” says Mr. Rushabh Shah, Co-Founder & CBO, Cityflo. “As we scaled rapidly in the last few years, having a partner like Eicher who understands our requirements and adapts quickly has been critical to maintaining consistency in service and experience.”
From operating on a single route in Mumbai in 2015, to scaling up to nearly 1,000 pan India, Cityflo’s growth trajectory demanded not just volume but precision. Standardisation, uptime, and passenger comfort became non-negotiables. This is where Eicher’s role became increasingly central, supporting Cityflo not only with a wide product portfolio but also with the flexibility to co-create solutions.
Today, Cityflo serves 5 million rides annually, with nearly 70% of users on a subscription pass. The company has doubled its business year-on-year and is targeting a 5X scale-up to 5,000 buses over the next few years. This next phase of growth is expected to further deepen its collaboration with Eicher, making the partnership one of the most significant in the intracity bus segment.
From Concept to Scale: The Foundation Before Acceleration
Cityflo’s origins lie in solving a simple yet persistent problem; the daily commute. Founded in 2015 by IIT Bombay alumni – Jerin Venad, Rushabh Shah, Ankit Agrawal, and Sankalp Kelshikar, the company began with a pilot route between Borivali and BKC, testing whether people would pay for a structured, comfortable bus commute.
“We started with coupon booklets even before our app was ready. It was about validating the idea and understanding customer behaviour,” recalls Mr. Shah. “What we realised very early was that our customers were primarily car users, who were tired of driving and found a comparable alternative in Cityflo.”
This insight reshaped the business model. Cityflo moved away from smaller vehicles and focused on premium buses with assured seating and a consistent experience. The positioning was clear; offer a reliable, comfortable alternative that sits between crowded public transport and expensive cabs. “Once we identified that car users were willing to shift if the experience was right, the entire focus moved to quality, consistency and reliability,” Mr. Shah explains.
The early years were about achieving product-market fit, primarily in Mumbai. Once the model stabilised, the company expanded into cities like Hyderabad, Delhi NCR and most recently, Kolkata, replicating its playbook with technology and operational discipline at the core.
Technology-Driven Operations with Hardware Precision
While Cityflo’s DNA is rooted in technology, the company quickly realised that execution on the ground defines success. “At our core, we are an operations-first bus company. Our technology exists to amplify that strength, enabling a reliable, end-to-end experience across both the journey and the app,” says Mr. Shah.
The company has doubled down on vehicle quality and standardisation. As the company scaled, the need for reliable, high-performance buses became critical. Over the last three years, Eicher has played a key role in meeting this requirement through both product strength and collaborative development. “Our approach has always been to work with an exclusive set of OEMs who understand the brand experience and can standardise the fleet. With Eicher, what stood out was their ability to understand our exact requirement and deliver a tailored solution,” Mr. Shah notes.
One of the most defining outcomes of this partnership has been the development of customised bus configurations, particularly in the 27-seater segment. Cityflo worked closely with Eicher to redesign the buses from the ground up, focusing on passenger comfort and operational efficiency.
“Rather than pick a product off the shelf, we worked with Eicher on aspects like reducing vibration, noise and harshness, improving ride quality, optimising AC performance and enhancing overall passenger comfort,” he shares. “For a large organisation, their flexibility and speed in adapting to our needs was very impressive.”
Eicher Partnership: Beyond Product to Complete Ecosystem
Cityflo’s association with Eicher has evolved into a comprehensive partnership that touches every part of the value chain; from sales and deployment to service and lifecycle management.
“The advantage with Eicher is not just the product portfolio but the ecosystem they bring. They are able to position the bus not just as a vehicle but as a business opportunity for operators,” says Mr. Shah.
Cityflo operates on a model where fleet operators invest in buses and run them under long-term contracts, while the company manages demand, technology and customer experience day-to-day. In this structure, OEM support becomes critical not only for product reliability but also for operator confidence. “Eicher teams engage with operators and explain the full business model, not just the bus specifications. That makes a big difference because operators see a clear return on investment,” he explains.
Service support has been another strong pillar of the partnership. “Our operations are very specific; buses run during peak hours and need to be ready for the next trip without fail. Eicher has aligned their service schedules accordingly, whether it is night support, mid-day maintenance or weekend preventive care,” says Mr. Shah.
In some cases, Eicher has even set up service support within Cityflo’s parking locations, enabling near zero-distance maintenance and reducing downtime significantly. “That level of alignment is what makes a real partnership. Beyond simply selling a bus; it is about ensuring that the bus performs optimally throughout its lifecycle,” he adds.
Performance, Uptime and Total Cost Advantage
In a high-frequency urban operation, uptime and cost efficiency are critical. Cityflo evaluates its fleet not just on acquisition cost but on total cost of ownership across the lifecycle. “What matters in this business is uptime, service cost, spare availability and ease of maintenance. On all these fronts, we are very satisfied with what Eicher has delivered,” says Mr. Shah.
City operations tend to stress certain components more than others, particularly suspension, clutch and air conditioning systems. Recognising this, Eicher has worked closely with Cityflo to strengthen support in these areas. “They have been proactive in understanding our usage patterns and ensuring that the supply chain and service readiness are aligned. That reduces breakdowns and improves overall efficiency,” he explains.
Mr. Shah also points to the continuous product improvements from Eicher as a key advantage. “Over the last few years, we have seen a clear step-up in product performance, whether it is higher power engines or better overall build quality. They are constantly evolving based on market feedback,” he says.
Scaling Together; Future Expansion with Eicher
As Cityflo looks to scale to 5,000 buses, its partnership with Eicher is set to deepen further. The company is already working on the next phase of fleet expansion, including larger capacity buses and enhanced configurations. “We are now exploring 40-seater platforms with further improvements in customer experience. The idea is to keep elevating the standard as we grow,” says Mr. Shah.
This expansion is not limited to diesel platforms. Cityflo has already introduced CNG buses and is piloting electric buses in collaboration with Eicher. “Our entire operations in Delhi NCR are on CNG, and we have started electric pilots in Mumbai and Delhi. While electric is still evolving, we are working closely with Eicher to scale it in a structured, sustainable manner,” he notes.
The broader vision is to create a consistent, high-quality commuting experience across cities, irrespective of the underlying fuel or platform. “Our aim is to standardise the experience across geographies. With a partner like Eicher, who has a wide portfolio and strong service network, we can focus on delivering that consistency,” Mr. Shah adds.
A Partnership Built on Alignment and Trust
At its core, the Cityflo-Eicher relationship is built on shared vision and long-term alignment rather than transactional engagement. “Eicher has been a real partner in our journey. They understand where Cityflo is headed and are keen to support that growth,” says Mr. Shah. “More than the product, what stands out is their service commitment and willingness to adapt.”
This alignment has allowed Cityflo to scale confidently while maintaining service quality; a critical factor in a business where customer retention depends on daily experience. As urban India continues to grapple with congestion and evolving mobility needs, Cityflo’s model offers a compelling solution. Backed by strong technology and reinforced by partnerships like Eicher, the company is well positioned to redefine how professionals commute in Indian cities.
“We strongly believe that if you provide a high-quality, reliable solution, people will naturally shift to it,” Mr. Shah concludes. “And with partners like Eicher supporting us, we are confident of delivering that at scale.”
