Dealer Hub B2B Shop
Saving dealers time, reducing operational costs, and simplifying complex workflows at global scale.
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Client
KTM Group
Industry
Manufacturing, Automotive/Powersports
Services
UX Research, UX Strategy, Information Architecture, UX/UI Design, Workflow mapping, Product Design, Stakeholder workshops
Methodologies
Design Thinking, User interviews, Expert Review, Service Blueprinting, User Journey Mapping, Flowchart & System Mapping, Wireframing, Prototyping, Iterative Design, Design QA, Cross Functional Co-Creation Workshops
Three Global Brands.
One Scalable B2B Commerce Experience
KTM, Husqvarna Motorcycles, and GASGAS previously operated across multiple fragmented systems to manage spare parts ordering, promotions, special items, and delivery workflows.
Dealers moved between separate interfaces, inconsistent data sources, outdated processes, and manual workarounds, creating frustration, inefficiency, and unnecessary support load.
The DealerHub B2B Shop replaces all of this with a single, unified, multi-brand commerce platform, designed from the ground up for speed, transparency, and professional dealer workflows.
Measured and projected impact:
Up to 6–12 working days saved per dealer per month
thanks to streamlined order management and real-time SAP availability
40% faster order processing
through simplified shopping cart logic and one unified checkout flow
Up to 30% fewer order errors
due to Special Items validation and transparent ETA updates
Immediate reduction of system complexity
by consolidating legacy DealerNet functionality into one platform
Lower support overhead
because dealers now rely on live SAP data and consistent UI paradigms
The result is a globally scalable, future-proof platform that improves dealer satisfaction and strengthens KTM Group’s digital ecosystem.
The Challenge
Fragmented systems.
Inconsistent experiences.
Slow dealer workflows.
Before DealerHub, dealers interacted with:
A legacy DealerNet shop
Static spare parts catalog logic
Separate promotions administration
Manual Special Items handling
Disconnected delivery and ETA tracking
No uniform multi-brand cart or checkout logic
Each brand had its own quirks, UI patterns, and data flows.
Dealers often had to:
Switch between systems
Manually check availability
Re-enter items across multiple carts
Resolve order errors manually
Call customer service for ETA updates
This slowed down operations and created a poor digital experience across an international, high-volume dealer network.
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Visualizing the checkout flow enabled us to unify a previously fragmented process. Integrating SAP rules, dealer roles, and special-item logic cut errors and simplified ordering for global dealerships.
The Transformation
One login.
One workflow.
Three brands.
Zero friction.
The DealerHub B2B Shop centralizes all commerce-relevant tasks into a cohesive digital experience with a consistent design system, unified navigation, and a future-proof SAP integration layer.
The five pillars of transformation
Multi-Brand Unification
All KTM, Husqvarna Motorcycles, and GASGAS spare parts, accessories, and merchandise, in one place, with one search and one shopping cart.
End-to-End Transparency
Live SAP availability, delivery status, ETA changes, and backorder visibility reduce uncertainty and support costs.
Dealer-Centric Efficiency
The entire UX flow, from search to checkout, is optimized for speed and daily professional use.
Error Prevention by Design
Special Items validation, hazardous goods handling, and “action required” logic reduce failed orders.
Scalable Architecture
Designed to support new brands, new product lines (incl. bicycles), and international expansion without rework.
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Key Experience Areas
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Order Management: From Chaos to Clarity
Dealers get complete transparency over orders, SAP confirmations, delivery statuses, and backorders.
Real-time SAP updates
Expandable SAP order hierarchies
Clear statuses (“Pending”, “Processing”, “Completed”)
Backorders with ETA and item-level visibility
One-click access to order details and documentation
Impact:
Fewer support calls. Higher trust. Faster order tracking.
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Delivery Check & RMA Integration
Dealers can validate incoming deliveries and submit issues (damaged or missing parts) directly in the flow.
Guided step-by-step goods receipt inspection
Auto-completion after 17 days
Direct RMA creation, with pre-filled article data
Integrated tracking links from SAP
Impact:
Up to 30% faster issue resolution and a more transparent claim-handling experience.
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Shopping Cart Management: Built for Professionals
The cart system is designed for large-volume, multi-brand, recurring orders.
Key capabilities:
Multiple carts per dealer
Template carts for repeat orders
CSV/XLS import with brand assignment
Cart merge, cart forwarding, re-ordering
Constant SAP availability refresh
Action-required logic for Special Items
Multi-brand cart structure
Impact:
Dealers save 3–6 hours per week on cart handling alone.
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Checkout: Transparent, Predictable, Fast
A multi-step checkout flow built to avoid errors.
Edit quantities and groups
Lock item groups for a later order
Select delivery method and address per group
Auto-generated order preview
Real-time SAP verification before sending
Clear summary, comments, and terms
Impact:
Checkout accuracy increases, rework decreases.
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Promotions / Campaigns: Dealer & HQ Unified
Dealer View
Dealers discover and apply active promotions directly in the shop
HQ View
HQ creates, schedules, filters, assigns, and manages promotions within the DealerHub. A major upgrade from legacy DealerNet tools.
Impact:
Less manual coordination, consistent execution of global promotions.
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Special Items: Intelligent Validation for Critical Parts
Special Items (keys, frames, ECUs, dashboards, locksets) require additional data.
DealerHub ensures:
Required data entry (VIN, kilometers, codes…)
Validation via SAP & Spare Parts Catalogue logic
“Action Required” UX until completion
Separated Special Items groups in cart
Impact:
Fewer incorrect orders and a more secure process around sensitive vehicle components.
Availability & ETA Transparency
DealerHub provides live availability throughout the entire experience.
Availability updates on every list and detail page load
Constant SAP polling in cart edit mode
Daily availability sync for saved carts
ETA per order/brand
Daily notification of ETA changes (planned)
Impact:
Dealers plan better. Customer service load decreases.
Bicycle Spare Parts via PIM
Future setup moves bicycle data from SPF to PIM with:
Article creation & attribute management
Model hierarchy
Filtering logic
B2B shop visualization
Impact:
One unified spare parts experience, regardless of category.
UX Strategy
A UX foundation built for long-term scalability
Our approach included:
Deep process analysis with PG&A Sales, HQ, subsidiaries
Workshops to harmonize business perspectives
Iterative prototyping & stakeholder validation
Multi-brand design system adoption
Collaboration with SAP teams for logic and availability rules
Continuous improvement cycles (monthly feature releases)
The B2B Shop is now not just a tool, but a central pillar of KTM Group’s dealer digital ecosystem.
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This is how digital transformation should feel: Simpler, faster, smarter and built for the future.
In conclusion, the DealerHub B2B Shop is a milestone in KTM Group’s digital transformation.
It replaces fragmented legacy tools with a unified, modern, transparent platform that dealers rely on every day.
Beyond delivering an improved UX, the B2B Shop creates clear business value:
It saves time.
It reduces complexity.
It cuts operational costs.
It scales globally.
It unlocks better dealer performance and customer satisfaction.
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Take your digital presence to the next level.
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