Case Study: TUMI (luxury luggage brand) cuts customer review response time by 63% and streamlines support with Pixlee TurnTo

How TUMI Uses Pixlee TurnTo + Gladly to Improve Customer Service

TUMI, the high-end luggage brand founded in 1975, prioritizes fast, consistent customer service across channels but was weighed down by tech bloat and a manual review triage process. The customer service team juggled about ten platforms and had to sift through reviews one-by-one, so TUMI sought a solution that would consolidate tools around their Gladly hub and automatically surface reviews needing attention.

By integrating Pixlee TurnTo with Gladly and implementing rules to auto-flag priority reviews, TUMI agents can now respond to flagged reviews directly within Gladly, cutting response time to priority reviews by 63%. Additional features like Inbox Submission let customers submit ratings and reviews inside email to reduce dropoff, and TUMI plans to expand Pixlee TurnTo’s review tools to in-store purchases, lowering workload and improving turnaround.

TUMI