Dutch Holiday Operator Roompot Deploys Tealeaf To Improve Online Customer Experience

 

Amsterdam, October 5, 2010 - Roompot, a leading Dutch holiday operator, has deployed Tealeaf® Customer Experience Management software to gain online visibility of its customers in real time and help improve conversion rates. Tealeaf will enable Roompot to record both the quantitative and qualitative details of every customer interaction so it can optimise its website by identifying customer struggle and eliminating obstacles that may block successful conversions. Roompot will use the rich data that Tealeaf provides to explore opportunities for website improvement and set priorities for changes that can be made to enhance the online customer experience.

Roompot began trading in 1965, growing from a small camping company to its current position as a pan-European holiday operator with annual revenues of €235 million. As well as the 35 resorts the company owns, Roompot has recently started to act as a booking agent for a further 120 resorts. The company has recently relaunched its website to cope with the additional demand. With Tealeaf, Roompot will be able to size and scope customer issues on the new site to determine their ultimate business impact and reproduce problems immediately by replaying any customer session to see the exact experience.

Using groundbreaking, patented technology, Tealeaf captures and records what each customer is seeing and doing in real-time on every page and across all site visits—right down to the page-by-page, browser-level experience. By capturing every single customer's visit, as well as the reaction of the site in response to the customer's requests, Tealeaf uniquely captures both the quantitative and qualitative details of every single interaction.

"Our business has witnessed significant growth in the last few years and our website now lies at the heart of our business strategy," said Pieter Klappert, Internet Manager at Roompot. "Improving conversion rates and increasing customer satisfaction is therefore vital. Tealeaf will help us eliminate the obstacles on the new site that block successful conversions or the completion of business processes, allowing us to minimise customer struggle and help prioritise customer-centric updates to the site."

"With Tealeaf, Roompot will be able to perform immediate corrective ebusiness actions, whether by optimising the site, reducing lost revenue, or recovering customers," said Martin Hucker, European Country Manager at Tealeaf. "Using a qualitative and quantitative data-driven approach, Roompot can see the business impact of potential enhancements and take action to increase conversion or adoption rates by removing the site obstacles that are preventing success."

About Roompot

In the Dutch market, 'De Roompot' has become synonymous with tourism and recreation. The company owes its name to the bank at the mouth of the Oosterschelde river: 'De Roompot'.

The history of Roompot has been characterised by growth. What originally began as a modest family camping resort in Kamperland has now grown to become one of the largest providers of camping and bungalow holidays in the Netherlands. Right now, Roompot offers more than 100 campsites and holiday parks in the Netherlands and Germany alone. After recent takeovers, the parks have been newly developed and the 'Roompot Reizen' (Roompot Tours) label launched last year. The company's objective is to be a 'one-stop holiday warehouse' that guests can approach for any holiday need. For more information see: www.roompot.nl

About Tealeaf

Tealeaf provides online customer experience management solutions and is the unchallenged leader in customer behaviour analysis. Tealeaf's CEM solutions include both a customer behaviour analysis suite and customer service optimization suite. For organizations that are making customer experience a top priority, these solutions provide unprecedented enterprise-wide visibility into every visitor's unique online interactions for ongoing analysis and web site optimization. Online executive stakeholders from ebusiness and IT to customer service and compliance are leveraging Tealeaf to build a customer experience management competency across the organization. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately held. For more information, visit www.tealeaf.com.

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