ReverseLogix, a provider of end-to-end returns management systems, and Samsonite, a leader in the global lifestyle bag industry, partner to provide an easy-to-use, self-activated warranty and repair portal for Samsonite’s customers. With ReverseLogix’s configurable and flexible workflows, increased visibility of the consumer journey, supply chain software agnostic integration capabilities, as well as more control over returns management processes, Samsonite is enhancing its already world-class customer service to a new level.
“When we were ready to look at enhancing our warranty process, one of our biggest needs was finding a consumer-facing returns solution,” said Stephanie Kalch, senior director of customer service of North America at Samsonite. “It was also critical for us to find a return management system that had the ability to easily integrate into our other systems. ReverseLogix met our requirements across the board and when we turned ReverseLogix on, we immediately gained visibility into our returns and warranty volume like never before.”
Implementing the ReverseLogix returns management system also provides Samsonite with detailed insight into specific parts or products being returned. This visibility equips Samsonite with the data to analyze and predict future warranty claims and consumer behavior, enhancing Samsonite’s knowledge of product performance across the entire consumer journey.
“We wanted to offer our customers a better warranty experience through a customer-centered interface,” continued Kalch. “ReverseLogix enabled our customers to go onto our brand sites and self-activate their warranty rather than relying on our call centers or our repair centers.”
Additionally, the experience Samsonite customers have at its repair centers is central to their overall brand experience. By being able to track the productivity of the repair centers, the Samsonite team can hold them accountable to quality assurance and turnaround time to ensure customers are getting their bags fixed and back in their hands quickly.
“Through this partnership, Samsonite can continue to deliver an exceptional customer experience, as well as gain full visibility into both their internal and consumer-facing returns processes,” said Gaurav Saran, chief executive officer at ReverseLogix. “We are excited to continue working with the Samsonite team as they continue to optimize their returns processes and set higher standards for customer support.”
