Trek Bicycle Shifts to Oracle Cloud to Improve Customer Experience

REDWOOD SHORES, Calif., May 4, 2017 /PRNewswire/ -- Oracle today announced that Trek Bicycle, a world leader in manufacturing and distribution of bicycles and cycling products, is using Oracle Cloud Platform to help grow Trek enthusiasts and keep its riders on the road through faster service, as well as to simplify expansion of its global dealer network.

Founded in 1976, Trek bicycles are sold through a vast network of more than 10,000 independent bicycle dealers in 90 countries around the world. Using Oracle's PaaS and IaaS services, Trek has been able to extend and modernize its legacy ERP system that handles inventory, purchasing, claim management, warehousing, and distribution for the company, while quickly building and integrating new mobile-first cloud applications.

As a first step, Trek set out to streamline the customer claims process and engagement with its dealers. Using Oracle Mobile Cloud Service, a key component of Oracle Cloud Platform, Trek developed an innovative new mobile application that enables dealers to submit repair claims using their mobile devices and a few taps of a button. With the new claims application, dealers will simply snap a picture of the customers' bikes on their mobile device, connect directly to Trek's supply chain applications through an API, and create a claim in just a couple of minutes. The new claim submission application will also include optical character recognition (OCR) technology that allows service professionals to pull up customer service histories simply by scanning a bike's serial number. It also allows Trek to better service their bikes and better support existing customers.

"We're taking a lot of functionality that dealers only can get currently through their terminals or by calling us on the phone, and putting it directly on their handheld devices for maximum efficiency," Tom Spoke, global ERP director at Trek. "We believe this will significantly speed up the claims process and enable our global retailer network to spend more time selling bicycles and better serving customers."

"We're thrilled to partner with a world renowned bike company like Trek to help them develop cool mobile applications and upend their customer claim process," said Amit Zavery, senior vice president, Oracle Cloud Platform. "Our Oracle Cloud Platform services were key to enabling Trek to extend and integrate its apps and develop a hybrid cloud architecture to modernize its IT infrastructure.

Oracle SOA Cloud Enables Trek to Expand Dealer Network

Looking ahead, Trek is also planning to leverage Oracle's PaaS services, including Oracle Service-Oriented Architecture (SOA) Cloud and Oracle Developer Cloud to continue to grow its business, scale, and expand rapidly. This includes establishing electronic connections with third-party logistics providers around the globe, including opening a vast new revenue channel through Tmall, China's largest online marketplace. Oracle SOA Cloud simplifies the process of developing external integrations across numerous interfaces to retailers, using the electronic data interchange (EDI) and managed file transfer (MFT) protocols and tying them back to Trek's on-premises ERP system. These cloud-based development tools will enable Trek to accelerate the process of onboarding new partners, create unique SOA composites for each partner, and quickly establish new integration services. TREK was impressed by the ability to easily move the Oracle stack between on premises and cloud.

Trek plans to use Oracle Cloud Platform to develop more SaaS applications in the future, including a mobile app that will provide bicycle retailers with additional functionality in other areas of their business and another mobile app that will be used internally in Trek's distribution centers. The company is also looking toward customer-centric applications that will connect and fuel the competitive spirit of Trek enthusiasts.

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SOURCE Oracle

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