Samsonite Improves Consumer Experience and Streamlines Returns Management
Dating back more than 110 years, Samsonite International S.A. is a leader in the global lifestyle bag industry and is the world’s best-known and largest travel luggage company.
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The full case study
Challenge: Streamlining and Enhancing Warranty Claims, Repairs Processes
Samsonite products are rigorously tested to ensure they meet stringent quality control standards. When a warranty claim is submitted, the company aims to give customers the same, stellar experience they had when first purchasing the item.
Samsonite set out to find a returns management system (RMS) to fit its needs. The RMS had to include:
- Integration with systems such as Salesforce and SAP
- User-friendly consumer journey
- Reporting and ability to track returns
- Visibility into warranty initiation and the full customer journey
- Data and reporting to better understand consumer behavior and product performance
Solution: ReverseLogix Returns Management for Warranty and Repairs
Samsonite chose the ReverseLogix returns management system, an end-to-end returns management system built for B2B, B2C or hybrid environments. The ReverseLogix platform facilitates, manages and reports on the entire returns lifecycle.
ReverseLogix helps clients easily manage consumer warranty claims and coordinate returns or repairs all on a single platform. Its consumer-facing portal makes it fast and easy to make a claim, and automated communications support a seamless user experience.
Results: Transformed Warranty and Repairs Experience, Scaling for the Future
ReverseLogix has enhanced, streamlined and improved every aspect of the warranty and repairs experience for the consumer, for Samsonite, and for Samsonite partners.
A superior consumer experience
Consumers now have a much easier returns experience that reflects Samsonite’s brand and cachet, beginning with the ability to self-activate a warranty claim rather than contacting a call center or repair center. Automated email communications keep consumers informed at each step, which has reduced call volumes and given customers peace of mind.
Empowering repair partners with better efficiency
The ReverseLogix platform was rolled out to Samsonite partners as well, expanding the efficiencies and benefits across the company’s network.
Turning analytics into action
ReverseLogix data and analytics enables Samsonite to see warranty and repair trends across all of their brands. With previous paper processes, the company only had visibility into component usage. Now, they can track data by brand, collection, components and reasons for repairs.
