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CLIENT CASE STUDY


Our mobile expertise helps Ducati operate in top gear.

Overview

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 through 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.

Opportunity

Today's challenging economic and competitive environment demands that automotive dealerships, including motorcycles, 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 was well aware of the importance of a leading-edge dealer communication solution, and made the strategic decision 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 let them interact with customers, as well as helping them optimize sales processes and the management of parts and accessories.

To help drive the transformation journey, Ducati chose Accenture, an experienced collaborator with innovative yet pragmatic ideas. Accenture offered several key capabilities, including industry knowledge and relevant technical knowledge, as well as our ability to deliver a comprehensive solution, from requirements assessment to new operating model development and global rollout. As a large, global organization, we also brought experience in working seamlessly with service providers and mobile operators in the mobility domain.

Solution

Ducati turned to Accenture to design, develop, test and implement the new dealer communication application for mobile devices called Ducati Communication System (DCS), an SAP-based interface that lets dealers easily find, send and receive all the information they need to place orders and track them through production and delivery.

An important activity during the design phase was shaping the user experience for both the desktop computer and the iPad. Accenture developed the visual and user experience to be the same for both devices so that dealers could interact with the system in the same way, making the solution easy and intuitive to use. The solution entailed integrating the front-end of any online device, such as a workstation, laptop, tablet and mobile phone, with Ducati's backend SAP, Siebel solutions, and third-party systems, such as the new electronic catalog and the dealer communication system.

After completing the development in an impressive six months, Accenture deployed the new dealer communication system to 88 countries across four continents. Accenture also developed a change management program to help dealers transition smoothly from the old solution to the new one. The new dealer communication system was quickly embraced by Ducati dealers, who responded with positive feedback.












Results

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.

Dealers use the new solution to run all parts of their business and have a robust tool that provides them with a wide range of capabilities to execute their operational, growth and customer objectives. The solution lets them respond more quickly to changing customer demands and marketplace conditions, and improving their efficiency-making each dealership easier for customers to do business with. Moreover, dealers are now equipped with leading practices for their processes to help them better serve customers in a simple, streamlined fashion.

The deployment of the new dealer communication system supports Ducati's path to high performance by helping to deliver concrete business value in terms of increased revenue, dealer-focused functionality, improved customer service and decreased costs.

Claudio Domenicali

You don't buy a motorcycle every day. So when someone comes to the dealership, it's a very emotional and important moment. It's crucial to understand how to choose the right motorcycle, and we do whatever we can to make the experience unforgettable.

Claudio Domenicali

CEO, Ducati

Ducati Still