Case Study: TUMI Delivers World-Class Customer Service with Gladly

TUMI's Customer Service Team Nurtures Connections with Customers

TUMI, the premium luggage and travel accessories brand, wanted to deliver the same personalized, customer-first experience across every touchpoint, but its existing customer service platform made it hard for agents to see the full customer journey. This created challenges in maintaining consistent, high-confidence support across phone, email, SMS, and chat.

With Gladly, TUMI unified its phone, email, SMS, and chat support into one view so agents could see each customer’s full history, including past purchases and repair requests, on a single screen. Gladly helped TUMI reduce duplicate requests and repeated storytelling, improve continuity by routing customers to the last agent they spoke with, and strengthen brand loyalty with more empathetic, efficient service.

TUMI

Charlie Cole

Chief Digital Officer