Ducati Motor Holding S.p.A sought to redesign its dealer business and operating model, processes and tools, and align them to leading industry practices to enhance its operations with dealers and interact with customers in a powerful, dynamic way, through the use of mobile devices.
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Ducati Dealer Communication System
1. Ducati Motor Holding S.p.A sought to
redesign its dealer business and operating
model, processes and tools, and align them
to leading industry practices to enhance
its operations with dealers and interact
with customers in a powerful, dynamic
way, through the use of mobile devices.
Accenture helped launch the program with
an extensive core function assessment
and mobilized a team to design, develop,
test, implement and roll out a new dealer
communication application for Ducati
dealers worldwide, with an innovative
user experience, leveraging SAP and Siebel
technology. With Accenture’s help, Ducati
has progressed on its journey to high
performance with a global solution that
serves more than 5,500 users worldwide
in seven languages. By leveraging the
new dealer communication system, Ducati
is able to capture and consolidate local
and global sales activity, spare parts,
warranty, and service activity, improving
the company’s ability to respond daily to
changing consumer demand.
Client background
Founded in 1926, Ducati has been
producing sport-inspired motorcycles since
1946. Their motorcycles are characterized
by “Desmodromic” performance engines,
innovative design and ingenious technology.
Covering several market segments, Ducati's
range of motorcycles are divided into
model families which include: Diavel,
Hypermotard, Monster, Multistrada,
Streetfighter and Superbike.
These authentic icons of “made in Italy”
are sold in over 80 countries around the
world, with concentration on the European,
North American and Asia Pacific markets.
Ducati competes in the World Superbike
Championship and, with an official team,
and the World MotoGP Championship. In
Superbike, Ducati has won 17 Manufacturers'
titles and 14 Riders' titles, and in 2011
passed the historic milestone of 300
race victories. Ducati has participated in
MotoGP since 2003, and took both the
Manufacturers' and Riders' titles in 2007.
Business challenge
Today’s challenging economic and
competitive environment demands that
dealerships in the automotive industry,
including motorcycle, offer value-added
sales and after-sales services, carry multiple
product lines, and manage multiple
companies to distribute their products. At
the same time, they also need to focus on
increasing revenue, improving customer
loyalty and decreasing costs. Ducati Motor
Holding was well aware of the importance
of a leading-edge dealer communication
solution, and made the strategic decision
to embark on a transformational journey to
redesign its dealer business and operating
model, processes and tools, and to align
them to leading industry practices. This
journey would enable Ducati to enhance its
operations with dealers and enable them
to interact with customers in a powerful,
fast and dynamic way, as well as helping
them to optimize sales processes and the
management of parts and accessories.
To help drive the transformation journey,
Ducati chose to ally with Accenture, an
experienced collaborator with innovative
yet pragmatic ideas. Accenture offered
several key capabilities, including industry
knowledge and relevant technical
knowledge, as well as its ability to
deliver a comprehensive solution, from
requirements assessment to new operating
model development and global rollout. As
a large, global organization, Accenture also
Ducati Dealer
Communication System