One of the world’s oldest and most prestigious motorcycle manufacturer – Royal Enfield – recently decided to update its dealership network for improved management of operations and overall customer satisfaction. The challenge was in the sheer scale of operations for Royal Enfield, with over 300 locations spread across the length and breadth of the country. Moreover, these locations where some company owned while the rest were owned by private dealers.

This was further compounded by the fact that the company owned outlets used an SAP solution while those who were outside this network did not use any unified DMS solution. Either they were using different ones each, or did use one at all. This caused a great deal of hassle in putting together accurate reports on sales, booking, services and warranties.

Lack of a unified system across the network meant it was difficult for customers to track their bookings, manage payments and secure warranty claims. Because the systems in different dealerships did not talk to one another, moving from one place to another for a Royal Enfield customer became cumbersome, as vehicle related data did not move with him.

The bigger challenge in implementation of the DMS solution was that the company was in a transformational phase and was looking to turn around its business prospects. With the company in transition mode, implementing a global transformational change was fraught with its own complexities.
And finally, there was the element of being able to customize the solution to meet overall as well as individual dealer aspirations. There needed the right balance of robustness and flexibility in the system such that it was possible for all the components to acclimatise and accept the system.

Keeping in view the complex and wide ranging requirements, Excellon implemented a solution that had unified operations module with customer management leveraging layer with a common master data component for the complete dealership network and company owned outlets. Secondly, the backend SAP was integrated with the Excellon DMS for real time information flow using innovative Integration Engine of Excellon DMS.

The Low bandwidth requirements and rule based engine of Excellon DMS handled diverse requirement with ease and the solution was deployed on the Royal Enfield’s on premise data centre with Broadband connectivity for dealers.

This took care of each of Royal Enfield’s pre-on boarding requirements and has since helped the company take on a higher growth curve with improved operational strength and greater customer satisfaction.