Insurance Industry Gets Boost from TeaLeaf RealiTea

Insurance Industry Gets Boost from TeaLeaf RealiTea

Leading Insurers Optimize Success of Web Applications by Focusing on Customer Experience

SAN FRANCISCO, Feb. 1 /PRNewswire/ -- TeaLeaf, a leading provider of solutions that offer powerful visibility into the online customer experience, continues to gain momentum in the insurance sector of the financial services industry as a growing list of the most trusted insurance companies, including Bankers Life & Casualty, Central Mutual Life Insurance, Conseco, Esurance, Ohio Casualty Group, Permanent General Assurance Corporation, and Principal Financial Group all rely on TeaLeaf RealiTea to ensure the optimal customer experience, thus improving the conversion rates and adoption of their Web applications.

"TeaLeaf RealiTea allows us to pinpoint and rapidly fix problems occurring within our site while also reporting the magnitude of a problem-all of which are absolutely critical to our operations," said Marj Davies, Director of Internet Operations for Esurance, a direct-to-consumer personal auto insurance company. "With a site as large, active, and complex as ours, there's a lot of 'noise' out there. You can waste a lot of valuable time investigating issues that turn out to be inconsequential. RealiTea helps us prioritize and resolve issues that are most significant-those that can impact new sales and those that affect our policyholders' experience."

TeaLeaf's traction in the insurance segment is fueled by two unique drivers. First, insurers have increasingly adopted the direct-to-consumer Web-based channels. When dealing with the highly complex world of customer and actuarial data, these consumer-facing applications are so dynamic, and by their nature input-driven, that the business processes and overall customer experience are prone to problems-either user error or application-related. Second, for insurance companies who sell and service policies through agents- either company employees or independents-the applications designed to write policies are increasingly becoming Web-based. Web-based failures can cause an independent agent to write a customer policy on a competitor's application, or they can lead to poor adoption of applications by company agents who are more comfortable working with more mature client-server or legacy systems, creating increased costs from operating parallel systems. By detecting issues that arise, analyzing the impact of those issues, and prioritizing and executing suitable responses, insurers are able to increase conversion rates while lowering support costs.

"RealiTea can reduce the time it takes to find and resolve Web application problems by up to 90 percent," said Rebecca Ward, President & CEO of TeaLeaf. "For insurers using the Internet to deliver critical self-service applications, TeaLeaf's ability to examine a customer or an agent's full session makes it possible to immediately detect, pinpoint, and recreate application problems-before they impact the bottom line. This improves conversion and adoption, and solves a major business issue in a highly competitive industry."

About TeaLeaf RealiTea

TeaLeaf RealiTea passively captures what customers do and see in real- time, enabling immediate detection, analysis, and response to issues blocking customers from successfully using key eBusiness services. Providing rules- based session inspection, true visual reproduction, rapid diagnosis, and actionable reporting in a scalable and secure environment, RealiTea uncovers problems that otherwise go undetected, significantly reduces problem resolution time and eliminates obstacles that lower customer conversion rates and raise customer service burdens.

Delivering real-time, browser-level visibility into every customer's complete online experience, the TeaLeaf platform maximizes conversion rates while minimizing support costs by enabling eBusinesses to immediately detect, analyze and respond to problems blocking customers from successfully completing online transactions.

About TeaLeaf

TeaLeaf(R) is a leading provider of solutions that offer powerful visibility into the online customer experience. Providing unprecedented visibility to all stake holders within an organization, from C-level executives, IT management, business managers, and customer service, the TeaLeaf RealiTea platform is the only solution that gives a browser-level, 'outside-in' view of the customer experience of every user, for every transaction, because in the maturing eBusiness environment, online customer failures are no longer an option. Using patented technology, the award- winning TeaLeaf RealiTea solution enables companies to detect, analyze, and respond to eliminate obstacles that prevent customers from successfully conducting business online. TeaLeaf is headquartered in San Francisco, CA and its customers include more than 25 Fortune-class companies -- including more than 30 financial services institutions, 15 insurance providers, and nearly 40 leading retailers, as well as manufacturers, travel & hospitality, telecommunications, and distribution companies. For more information, email info@tealeaf.com or visit the Web site at http://www.tealeaf.com/ .

NOTE: TeaLeaf products and services mentioned herein are the registered or unregistered trademarks and service marks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.


Source: TeaLeaf Technology, Inc.

CONTACT: Geoff Galat of TeaLeaf, +1-678-513-4143, or ggalat@tealeaf.com;
or Cathy Wright of Kulesa PR, +1-650-340-1985, or cathy@kulesapr.com, for
TeaLeaf

Web site: http://www.tealeaf.com/


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