Ducati West Europe Improves Customer Experience on Track with eSignature

The Italian manufacturer Ducati, owned by German automotive manufacturer Audi, is famous for its motorcycles. Ducati began leveraging DocuSign eSignature in their Network Development Department in France because the team needed a fast and digital solution to manage annual contracts with Ducati dealers. 

At the beginning of each year, the commercial conditions and goals needed to be signed, and at the end of the year just as many signatures were needed to manage each dealer’s bonus according to their sales performance. Before DocuSign these processes were completed using paper and were incredibly time consuming.

Streamlining administration tasks to improve customer experience

When Marielle Rouquette, Marketing & Communication Director for Ducati West Europe, witnessed the benefits DocuSign had brought to her colleagues, she recognised the opportunity to improve processes within the marketing team as well.

The Ducati Track Experience offers customers the chance to spend a day on a race track with a Ducati bike. These one-day events are being managed by a supplier who organises all track activity with Ducati West Europe and also takes care of the legal part. There is a lot of administration involved with preparing the track and also making sure the relevant responsibility insurances are in place. 

Before DocuSign, the supplier would send all required contracts as PDF documents via email to all customers who signed up for the event. The registrants needed to print out and sign all of the contracts and bring them along to the event. That resulted in a queue that took one hour to process. All documents needed to be checked for the correct signatures in the right places.  

With an average age of 50 the participants were used to tedious paper processes. Still, Marielle Rouquette saw an opportunity for improvement! She created a DocuSign account for the supplier and asked them to digitise all registration steps. The organisers uploaded the list of customers that had signed up for the next track day to DocuSign and sent out all contracts via the solution.

“DocuSign provides me with the insights I need: Now I have a full list of all event participants. Before, I had no visibility into who was signed-up for our racetrack events. I have better insight into what our supplier is doing and who exactly the clients are. Any additional information I get goes into our CRM”, Marielle says. 

DocuSign to make future processes easier and more reliable

Since the event organiser sends out all contracts via DocuSign ahead of the event, 80% of them are signed before the event. About 20% of the customers still show up with signed paper at the event but processing their registration only takes 10 minutes instead of an hour, as the queues are much shorter now than they used to be.

Marielle is already thinking of the next application opportunity for eSignature. Every year Ducati sends out an event marketing plan to their dealers. They can choose to participate in and support the events they are interested in. For each event Ducati sends out a PDF application form and each filled out form from a dealer gives Ducati the security to go ahead with an event. “It would be so much better to have all of this information in DocuSign. To see at a glance which dealer has committed to this event. It would make our marketing planning easier and more reliable”, she explains.