Scribe Software and Trek Bicycle Case Study

Trek Bicycle

Bicycle manufacturer supports

continuous improvement in
dealer operations

Trek Bicycle has made a deep commitment to taking dealer relationships past the traditional
distribution model. By applying the manufacturing theory of continuous improvement they help
dealers maximize profits and customer service. Complete dealer account information housed in
Microsoft Dynamics CRM, allows Treks outside sales team to collaborate with dealers to achieve
improvement goals.

TREK
www.trekbikes.com
TREK
Trek Bicycle is a global
leader in the design and
manufacture of bicycles
and related products. Trek
believes the bicycle can be a
simple solution to many of
the worlds most complex
problems, and is committed
to breaking down the
barriers that prevent people
from using bicycles more
often for transportation,
recreation and inspiration.

DATA ANALYSIS WITH MICROSOFT

BL STACK
Using Scribe to combine information from

CHALLENGE: NO CENTRALIZED
ACCOUNT DATA

Before CRM, Trek salespeople used Outlook to

JDEdwards ERP with data collected in CRM, Trek

manage dealer accounts, spending too much

is able to take full advantage of the analysis

time searching for past correspondence.

and reporting functions of the Microsoft Bl

Information on lifetime warranty claims,

(business intelligence) tools. Analysis results

managed in JDEdwards, were not easily

are delivered through CRM dashboards to

accessible to salespeople working with

monitor the effectiveness of continuous

dealers.

improvement efforts.

WARRANTY AND SOFTWARE SUPPORT

Detailed warranty claims information
originating in JDEdwards is surfaced in CRM via
Scribe to simplify joint dealer and manufacturer
customer service. Support for Treks Ascend
bike dealer management software is managed
through Microsoft Dynamics CRM to further
strengthen the relationship between
manufacturer and distributors.

To support measurement of the success

of Treks continuous improvement dealer
programs, data needed to be collected
consistently.

CRM by itself is just a

tool. Marrying it with
ERP data makes it
valuable. Scribe
makes it happen.

- David Peterson, Enterprise Collaboration Manager,

Trek Bicycles

Salespeople work collaboratively with bike dealers for continuous

improvement of customer service and sales excellence.

SOLUTION: MICROSOFT
DYNAMICS CRM AND SCRIBE

Microsoft Dynamics CRM serves

as the single interface for the

sales and support teams. All email

correspondence is attached to accounts
for complete dealer interaction records.

Scribe integrations populate past and

We need the data from

JDEdwards to be easily
accessible to the sales
and support teams.

- David Peterson, Enterprise Collaboration Manager, Trek

current account activity, warranty

claims data and support from JDEdwards and other systems into CRM.

Using Scribe Online Replication Services, system-wide data is analyzed using Microsoft BI tools
including SQL Reporting Services.

RESULTS: COMPLETE DATA SUPPORTS COLLABORATION

Microsoft Dynamics CRM allows salespeople to manage their accounts without ever leaving
Outlook.

Scribes ease of use allows the IT team to quickly respond to sales requests for additional
information to be managed in CRM.

Dashboards, reflecting system-wide data are displayed in CRM to allow managers and salespeople
to monitor continuous improvement.

Support for Treks Ascend bike dealer management software is managed in CRM, providing further
data to improve dealer relationships.

Scribe Software Corporation

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