How the Leading Luggage Company Used Salsify to Reduce the Time and Effort Needed to Win on the Digital Shelf
Founded in 1910, Samsonite has been manufacturing high-quality luggage products for over 100 years. Today, the company owns 11 different brands, providing consumers with everything from sturdy suitcases to briefcases and toiletry bags.
Samsonite has become the worldwide leader in travel bags and accessories. As such, it needed a leading ecommerce presence. But slow, inefficient processes made building that presence difficult.
To meet the needs of all their ecommerce customers, the sales team at Samsonite had to keep several different spreadsheets manually updated. Filling out these spreadsheets took up a significant portion of the sales team’s time, holding Samsonite back from realizing its full potential.
Not only was it time-consuming, but manually updating spreadsheets can lead to inaccuracies and inconsistencies due to human error. The organization soon realized that a better approach was needed.
Using Salsify Templates and Exports
To reduce the drain on the sales team’s time, Samsonite implemented Salsify. The company began by using templates and exports from Salsify to help fill out sales spreadsheets. At the time, data entry in Salsify itself was still manual, but that was soon fixed by integrating it with Samsonite’s enterprise resource planning (ERP) system.
The time that had been spent managing spreadsheets and doing other administrative work can now be spent growing the business, while Salsify handles all those administrative tasks.
Creating a View for Customer Service
Resourcing the single source of truth Salsify provides, Samsonite made a Salsify view specifically for its customer service team. This view lets customer representatives view product details while speaking with customers to provide the exact information a customer may need in real-time.
Previously, customer service agents had to reach out to product marketing when fielding customer questions. Now that this extra step has been removed, customers can receive answers instantaneously, resulting in improved customer satisfaction.
Live Content in Under 15 Minutes
Before Salsify, managing digital content and getting it ready to go live was a process that could take weeks. Now, a process like publishing enhanced content can be completed in about 15 minutes.
This new process has drastically sped up Samsonite’s go-to-market (GTM) strategy, enabling it to get more products online in a more efficient way. It’s also freed up employee time and allowed people across departments to put their efforts toward more value-adding tasks.
Consistent Content Across Channels
The human error that could sometimes affect Samsonite’s old spreadsheets is no longer a concern. Instead, all data is consistent across channels without extra effort from Samsonite’s team.
Not only that but the same copy template is being used across all products. That means that customers can view the same information and get the same brand experience wherever they may be shopping.
Salsify is your foundation for digital shelf success, empowering you with the tools needed to win.