How Samsonite brings premium
to the post-purchase experience
A success story: Deliver In Person & Samsonite
Samsonite has been manufacturing and selling premium travel products since 1910. With multiple brands under its wing, Samsonite relies on several shopper and distribution channels. Sometimes though, more channels bring more challenges.
Even as a leader in the luggage industry, there was still room to enhance the post-purchase experience for Samsonite’s online customers.
A case for change
Samsonite wanted to optimise the customer experience and overall brand perception beyond the purchase experience. However, the team at Samsonite noticed that customers who loved the brand and products were sometimes leaving less favourable reviews. Why? After digging into the data, difficulties with carriers and product delivery were identified as recurring themes.
Michael Dewar, Head of eCommerce at Samsonite Australia & New Zealand, explained, “The worst thing I could imagine is a customer relying on Samsonite as part of their journey and being let down by poor or unreliable delivery of our products.“
Michael Dewar
Head of eCommerce at Samsonite Australia & New Zealand
Making the experience the real journey
Michael and the supply chain team wanted a reliable, premium delivery service offering that truly reflected the Samsonite brand. Deliver In Person was the logical choice, offering speed, reliability, and customer-led post-purchase experiences surpassing what other providers could promise.
Michael elaborates, “Our products are premium. Therefore, the whole experience needs to feel premium to our customers. We saw an experiential gap between shoppers placing orders and receiving our products. Like many other brands, we needed a stronger focus on that critical post-purchase element. That’s where Deliver In Person really ticked that box.”
From the onset, Deliver In Person aimed to build a true partnership with Samsonite and become a valued extension of the brand. This included incorporating dynamic workflows to Samsonite deliveries, enabling real-time updates of timing and location, signature requirements, and more.
Michael notes, “What really won us over was seeing that live tracking experience. For a customer who’s used to that ‘Uber’ experience, real-time tracking is another way to meet their expectations, right up to their doorstep. Particularly if you’re ordering something like a suitcase and you’re flying tomorrow, you’re going to want that certainty and reassurance.”
By leveraging Innovative technology and proactive communication from customer-minded drivers, Samsonite is more effectively meeting and exceeding recipients’ expectations—even as things change in real-time.
Results that stack up
Online retailers pay close attention to their Delivered In Full On Time (or DIFOT) metric. It’s a critical indicator that reliable, on-time delivery is consistently happening.
Since partnering with Deliver In Person, Samsonite has seen DIFOT scores increase dramatically. Michael notes, “Our average B2C Metro Mel and Syd DIFOT was previously as low as 82.3%. As of Feb 2024, where Deliver In Person is now a key carrier for these regions, DIFOT improved to 96.7%, with 99.7% specifically for the Deliver In Person service.”
Rather than chasing deliveries, Samsonite customers can now reflect on the reliable, on-time service they’ve come to expect from the brand.
Additionally, Samsonite has seen considerable time savings in day-to-day follow-up with customers. “Previously, there was a lot of problem-solving between our customer care team and carriers. The team spent around 13.5 hours in March responding to shipping issues with other carriers. On the other hand, we had only one query for Deliver In Person and found their delivery email already had contact info and next steps for the customer. We simply had to respond to our customer with that information, which took about 10 seconds of effort.”
Deliver In Person has also underpinned Samsonite’s brand promise, helping to identify and cultivate an extended market reach. Michael explains, “We’ve also found new cohorts of customers that will shop with us. In the past, we offered standard and express. But particularly in those crucial moments, customers might be ordering a last-minute present or about to go on a trip. They want additional same-day and next-day options. Deliver In Person has been instrumental in helping us grow these new customer segments.”
Delivered In Full On Time
(DIFOT) metric increased from 82.3% to 96.7% (and 99.7% specifically for DIP).
13.5 hours of time
saved chasing other carriers vs 10 seconds checking with Deliver In Person.
TIME
Continuing to put Samsonite miles ahead
Michael and the team at Samsonite are looking forward to exploring additional value-added services from Deliver In Person, including Wait and Try service, where customers could be delivered two suitcases to see in person, decide on their favourite, and have the drivers wait and take back the other. Another option is the Quick Swap service, where customers who order wrong size or colour of product can forgo returns processes to have new items swapped out on the same day.
Deliver In Person will continue to be the human-centric, technology-driven partner that upholds and supports shoppers’ expectations, ensuring a premium post-purchase experience for Samsonite.
“We now have the confidence that we’ve got a delivery partner who’s passionate about our brand and our experience, which I think puts us miles ahead.”
Michael Dewar, Head of eCommerce at Samsonite Australia & New Zealand
Partner with Deliver In Person
The road to unmatchable ecommerce delivery and memorable post-purchase experiences starts here.
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