Case Study: Samsonite streamlines warranty claims and repairs with ReverseLogix

Samsonite - Customer Case Study

Samsonite, the world's leading luggage manufacturer, sought to streamline and enhance its warranty claims and repair processes. The company wanted a consumer-facing solution that would integrate with its existing systems and provide better visibility and reporting. They partnered with ReverseLogix to implement its returns management system for warranty and repairs to meet these challenges.

The ReverseLogix solution provided an end-to-end platform that automated the consumer warranty process, giving both the company and its repair partners instant visibility into claims. The results included a superior, self-service consumer experience that reduced call volume, empowered repair centers with better efficiency and parts tracking, and provided actionable analytics on product performance. Due to these successes, Samsonite plans to scale its use of ReverseLogix to manage additional consumer touchpoints.

Samsonite

Stephanie Kalch

Senior Director of Customer Service