Inbound Logistics | July 2023

was only the beginning. The platform also provides Samsonite with detailed insight into the specics of products being returned. Samsonite can now spot trends if certain luggage components repeatedly register as needing repair. They can determine if a circumstance— for example, a faulty wheel or a broken zipper—is an isolated incident or a potential design aw that needs to be addressed from a manufacturing standpoint. This visibility equips Samsonite with the data to analyze and predict future warranty claims and consumer behavior, enhancing the company’s knowledge of product performance across the entire consumer journey and inuencing future decisions. FRIENDS ALONG THE WAY The experience Samsonite customers have at repair centers is central to the overall brand experience. The company operates 400-plus authorized repair centers that run the gamut from independent mom-and-pops to actual Samsonite stores. Sometimes the store might only be a drop-off point but it saves

the customer from having to package and ship a warranty repair to an authorized center themselves. “Samsonite needed a platform that could help them manage the actual repair and returns process,” says Fuerst. SERVICE CENTERS ALSO BENEFIT While they’ve gained insight since implementing ReverseLogix RMS, Samsonite’s customers and service centers have benetted, too. For starters, customers can now see if an authorized repair center is nearby. “Samsonite also uses the solution at the service center level,” explains Fuerst. “The service centers’ experience and process associated with managing the repair volumes coming into their sites has impacted their businesses; it has sped up their ability to do intake or repair, as well as keep customers informed.” The days of a customer not knowing the timeline of luggage repair are gone. “With our platform deployed in those service centers, Samsonite can keep customers automatically informed about what’s going on in terms of where their luggage is and each step of the process,” says Fuerst.

Once Samsonite implemented the ReverseLogix RMS, customers were subsequently able to go onto Samsonite brand sites and self-activate their warranties rather than rely on the company’s call or repair centers. Meanwhile, Samsonite gained instant visibility into their returns and warranty volume in ways they never had before. “We wanted to offer our customers a better warranty experience through a customer-centered interface,” says Kalch. ReverseLogix RMS helped the company achieve this initial goal, but it CASE STUDY A Worthwhile Journey THE CHALLENGE Samsonite, a leading luggage and travel gear manufacturer and retailer, wanted to enhance its warranty claims and repairs process in order to take its customer service to a new level. THE SOLUTION Samsonite engaged ReverseLogix and implemented its comprehensive returns management system (RMS), which provided insight into the customer experience through an intuitive and flexible SaaS platform. THE RESULTS Customer experience around Samsonite’s warranty and repair process has greatly improved. Warranty repairs typically get turned around in 24 hours because of the visibility Samsonite has gained into activity at the service center level.

NEXT STEPS Samsonite plans to scale ecommerce returns and

ecommerce sales management using the ReverseLogix platform.

A new solution that provides more control over returns management processes enables luggage company Samsonite company Samsonite to enhance customer service.

196 Inbound Logistics • July 2023