Case study

Samsonite

01.

The
Challenge.

For 14 years we have had a successful collaboration with Samsonite.

The partnership began in 2009 when Samsonite decided to outsource their ecommerce offerings, as previous in-house ecommerce solutions did not meet expectations and goals.

After a competitive process, Samsonite chose us to provide its complete European ecommerce services. This decision was based on our exceptional speed-to-market and successful record of providing online retail solutions for well-known brands.

The initial challenge was to develop an engaging ecommerce shopping experience uniquely designed for Samsonite’s customers.

Over our 14 year partnership, we have tackled numerous new challenges for Samsonite across all aspects of their ecommerce business, including implementing an omnichannel view of marketing and customer data. bMaintaining a strong online presence and generating extreme customer loyalty are always our primary goals.

client case samsonite

02.

Our
Solution.

In the initial phase of our collaboration, new Samsonite websites were deployed to support Samsonite’s online needs and were tailored to support unique features.

Our content team generated effective sales copy and high-quality images :

  • Beautiful zoom photos showcase the aesthetics and technical details of Samsonite’s suitcases.
  • Technical details drive the decision process of Samsonite consumers. We devised a new technique to display product specifications in an inviting and clear manner, allowing for easy cross-site comparisons.
  • Additional online tools were created to assist clients in product research and facilitate offline or online buying.

Every day, Samsonite’s sales and marketing teams work closely with us. A strong online presence and customer loyalty are our primary goals. The user experience is constantly evaluated and improved to meet the exacting demands of Samsonite consumers and drive high conversion results across 14 European countries.

Today, naYan supports Samsonite across multiple vital aspect of their business for a complete ecommerce solution:

  • Ongoing website development, maintenance, and optimization with the periodic relaunch of completely new site iterations for a fresh new look with enhanced capabilities and personalisation services.

  • Daily coordination with Samsonite’s sales and marketing teams to facilitate seamless launches of new products and homepage banners, effective SEO, as well as the campaigns to support the brand during launches, seasonalities, and all year round sales.
    • SEA campaigns started with search. naYan now manages SA360, Video, and Discovery campaigns.
    • PMAX campaigns with a focus on hero products were launched in 2022.
  • naYan maintains Samsonite’s marketing data and runs their ECRM email marketing & newsletter campaigns.
    Product management and merchandising with a conversion-driven focus, both on their websites and for Google Shopping

  • CDP (Customer data platform): Building a CDP dashboard to collect and unify customer data across many sources to build unified customer profiles.

  • Order processing via an integration with the proprietary naYan middleware, including transit, delivery tracking, and return management.

  • The user experience is constantly evaluated and improved to meet the exacting demands of Samsonite consumers and drive high conversion results across 14 European countries.

  • Ongoing IT support.
samsonite client case naYan

03.

The
Results.

  1. Ecommerce conversion rates have doubled for almost all countries.
  2. Yearly revenue growth rates of Samsonite’s online sales are well above industry averages.
  3. Engagement of consumers with site content such as photos and the comparison functionality is very high.
  4. Customers routinely send in positive reviews of the online experience.
  5. High customer satisfaction has been achieved, as gauged by decreased complaints and increased customer retention.

 

Technologies:
  • Salesforce Commerce Cloud
  • naYan Middleware Cloud
  • Salesforce CRM
  • Salesforce Marketing Cloud
  • Salesforce Service Cloud
  • Salesforce Customer Data Platform
 
samsonite client case naYan

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