In the future, Samsonite plans to manage all its ecommerce orders—and accompanying returns—through the ReverseLogix returns ReverseLogix returns management platform.
the collections, the components, the reasons for the breakage,” she adds. “It has enhanced our knowledge of how our products are doing out in the real world.” ON THE HORIZON Now that their new warranty and repair portal has proven to be a success, Samsonite is looking to scale the solution to include all of their consumer touchpoints and communications. They want to address ecommerce returns management to achieve a consistent experience for customers who buy a brand-new piece of luggage and then, for whatever reason, decide to send it back. They also want to address ecommerce sales because Samsonite sells through different channels, such as Amazon, in addition to their own. They want to be able to manage all their ecommerce, and the accompanying returns process, through one platform. “Samsonite now has a solid footing to build off of,” says Fuerst. “The ReverseLogix platform is con gurable. That’s one of its strengths. It’s designed to be adaptable and its con gurable work ows easily align with many different product types.” n
Visibility into what’s happening at the service center level allows Samsonite to determine if certain luggage components frequently need repair. They can then ensure the necessary parts are in good supply to keep the whole process on track. Such information could in uence future design decisions. “ReverseLogix allows us to hold ourselves, as well as our partners, accountable and helps us make sure we’re spending money in the right place,” says Senter tt. The fact that luggage has a long shelf life further complicates matters. Even if used frequently, years can pass before people consider buying a new piece and that doesn’t account for potentially long periods when it’s stored away. However, Samsonite strives to repair and provide service around all its luggage no matter how seasoned it might be. It’s a characteristic of the brand whose name is synonymous with luggage. “The analytics we’ve gained by implementing ReverseLogix RMS have enabled us to see trends across all our brands,” says Kalch. “Before, in our paper process, we could only see the component usage that we had. “Now we’re able to know the brands,
Even if a customer brings in a suitcase for repair that is out of warranty, Samsonite can still provide a quote or an estimate on parts. “What it would take to repair such an item is also in the ReverseLogix platform, so it greatly reduces the volume of calls or emails into the service centers because customers are kept in the loop,” says Fuerst. FORKS IN THE ROAD Having third-party repair sites gives Samsonite the ability to provide better coverage in terms of service but it does add a layer of complexity. It can be a challenge for any company to provide a consistent experience across a network of sites versus one or two central locations. The ReverseLogix platform enables Samsonite to address any dif culties that arise. “By being able to track the productivity of repair centers, the Samsonite team can hold service centers accountable to quality assurance and turnaround time to ensure customers get their bags xed and back in their hands quickly,” says Kalch. Onboarding new repair centers has become a much simpler process as well.
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