Case Study: Garmin enhances customer loyalty and billing agility with LogiSense

Garmin rolls out billing changes in under a week with LogiSense

Garmin, a multinational technology company, faced the challenge of evolving from a hardware-centric model to managing ongoing digital service relationships, particularly after acquiring DeLorme and its inReach satellite communicators. They needed a robust and agile monetization platform to support subscriptions, diverse billing models, and a seamless customer experience across global B2C and B2B channels. To address this, they utilized the subscription and usage billing management platform from vendor LogiSense that came with the DeLorme acquisition.

Implementing the LogiSense billing and monetization solution allowed Garmin to transform one-time purchases into nurtured subscriber relationships. The platform provided the agility to support complex, multi-channel billing and gave customers self-service agency. A key result was demonstrated during the COVID-19 pandemic, when Garmin used the system to quickly offer plan changes, waive fees, and allow service suspensions without penalty, generating significant customer goodwill and loyalty. The success led Garmin to extend the LogiSense platform across more business units, solidifying billing as a strategic brand-enhancing asset.

Garmin