Samsonite streamlines returns and repairs

Luggage retailer Samsonite is making it easier for customers to activate warranty and repair requests.

The company is deploying returns management technology from ReverseLogix to provide a self-activated warranty and repair portal for its customers. Samsonite can utilize the ReverseLogix solution to obtain detailed insight into specific parts or products being returned. This visibility equips the company with data to help analyze and predict future warranty claims and consumer behavior.

In addition, by being provided the ability to track the productivity of its repair centers, Samsonite can hold them accountable to corporate standards for quality assurance and turnaround time, helping ensure customer satisfaction.

“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.

"We wanted to offer our customers a better warranty experience through a customer-centered interface," said 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."

"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, CEO 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."

Survey: Returns impact online customer retention

According to “Consumer Report: How Returns Impact Customer Retention,” a survey of more than 1,000 U.S. online shoppers from Shopify returns platform Loop, a positive post-purchase experience is crucial to both obtaining and retaining digital customers. The survey indicates that customers pay close attention to a brand’s return policies.

Close to six in 10 (57%) surveyed shoppers are willing to abandon a brand entirely when provided a poor post-purchase experience. And close to nine in 10 (87%) respondents indicate that post-purchase incentives influence their likelihood of making a first-time purchase with a retailer.