Case Study: Global Motorcycle Manufacturing Company achieves a unified global CRM and personalized customer experience with Avanade

Avanade helps global manufacturer redesign sales and service processes around the customer

A global motorcycle manufacturer engaged Avanade to re-evaluate its sales and service processes and deliver a single, consistent customer experience across more than 1,000 dealerships in nearly 100 countries. The company faced three main challenges: no single view of customer data, limited mobile access for dealership staff, and the need for a truly global CRM that supports multiple languages and currencies.

Avanade used onsite research and user-experience design to build a Microsoft Dynamics CRM solution with a simplified, mobile-optimized interface, integrated with inventory and email systems, and deployed a cloud-managed pilot across 10 dealerships. The result: a consolidated customer view (supporting multiple languages), mobile tools for sales and service staff, improved ability to personalize outreach and analyze trends, and a planned global rollout to about 10,000 users.