The Aftermarket Challenge
For many manufacturing companies, the aftermarket is crucial and traditionally a major source of revenue and profit. In today’s world where consumers demand ever-higher levels of service, the manufacturer’s reputation can be increasingly dependent on its quality of aftersales support. This challenge has a further twist when the manufacturer is dependent on third party dealers and distributors for its ultimate service to the consumer. In this scenario, the support is multilayered and cascades through the delivery levels creating a highly complex environment of management, control and customer satisfaction.
Triumph Motorcycles Ltd are acutely aware of the importance of this structure with their own global dealer and distributor network, who are (as in many sectors) multi-franchised and free to sell other manufacturer’s products as well as Triumph’s. To strike at the heart of this, Triumph’s fundamental objective was simple – to make it so easy for the distribution chain to do business with Triumph, that dealers would always choose Triumph over other manufacturers.
This straightforward objective is simple to understand, but turning it into reality took the considerable skill and experience of Present UK. and its range of solutions.
Developing the right Triumph solution
The solution developed by Present UK using its product range and technology was based not on the technology itself, but the business requirements and objectives of Triumph. We appreciate that the success of any solution is dependent on understanding and addressing those needs and objectives.
The project began by us running a highly structured workshop attended by senior Triumph management from several areas of its international business. The purpose was to identify precise requirements, understand the business objectives and to ensure that the planning was realistic. Further it introduced a theme of communication between Triumph and Present UK. that underpinned the project co-ownership and was at the heart of the solution being created – the key was communication.
The requirements were documented and detailed in a Requirements Specification. This formed a vital milestone prior to development and required Triumph’s signoff as a true reflection of its needs. The document detailed exactly what would be provided and by whom. It covered a wide range of areas including technical, commercial and process. Getting this right would be critical to the future of the project and so both companies invested the time and effort in reaching signoff.
Having achieved this milestone, we started the rapid tailoring and customisation of our software into a service which reflected the strong brand and image of Triumph Motorcycles Ltd. This was a truly global development, giving dealers around the world access, in their own language, to a single worldwide service. One element of the new system was the Electronic Parts Catalogue (EPC), which meant we had to load data for all of Triumph’s current range of motorcycles, accessories and clothing. This totalled more than 500 catalogue ‘pages’ and 2,500 drawings/pictures with nearly 50,000 individual clickable ‘hotspots’.
Building on the relationship forged in the first workshop, we and Triumph Motorcycles Ltd maintained flexibility in terms of approach and tasks whilst achieving very tight timescales and deadlines. This resulted in Triumphonline.net™ , an Internet-based solution which provides Triumph and its dealer/distributor network with extensive and easy-to-use access to the information needed to run their businesses. It further deploys a framework on which to build Triumph’s future plans to create a complete business solution.
Triumph researched the marketplace and, recognising that Triumphonline.net would put them well ahead of other manufacturers, used a well-managed launch to maximise the impact with dealers.
In preparation for the launch we ran a second workshop with key Triumph management to confirm that everything was in place and, even at this late stage, to make final minor tweaks to get it just right.
Triumph and Present UK then put together a training programme delivered in multiple languages in Europe, Japan, Australia and the USA, which ensured that users gained the most from the extensive facilities offered by Triumphonline.net. Further, this training enabled Triumph to underline its objectives with its network and empower them to pass the knowledge on.
Our solution was based on a ground-breaking combination of the latest development technology from Microsoft and our philosophy and approach to business solutions.
Utilising the energy, experience and vision of a unique company, our technology enables the global delivery of efficient, flexible and comprehensive solutions to complex business needs.
Based on a framework and component model, which can be tailored to each company’s products and brand image, the overall architecture is one of flexibility, interaction and dynamic delivery. This common approach gives a familiar reassuring feel to the user interface and confidence in the underlying resilience and surety of operation.
With its scalability and building block approach, it is equally at home providing resource management solutions to small and medium businesses right through to a global dealer communication network with online electronic parts catalogue.
Our Distributed Network Solution represents the latest in innovation and application; available now, providing a solid platform on which to build solutions with the technology to drive business forward.
Triumph Motorcycles Ltd
The Triumph name dates back to 1885 when Siegfried Bettman settled in Coventry and started selling bicycles. Today, Triumph is still a privately-owned British company and Triumphs are still designed and manufactured to the highest standards in Britain. Triumph’s commitment to excellence in design and engineering is evident in all their products – and that includes its new Triumphonline.net service.