Esurance Drives Down Support Costs and Revs Up Policy Sales with Tealeaf RealiTea
Tealeaf's 'Outside-In' Approach to Web Application Management Gains Six Policies a Day for Esurance
San Francisco, CA, September 14, 2004 - Tealeaf Technology®, the leader in application availability as measured by the real user, today announced that Esurance®, a direct-to-consumer personal auto insurance company, is the latest insurance company to implement Tealeaf RealiTea to ensure that its customers can successfully conduct business through its Web site, whenever and wherever they need to.
Esurance uses RealiTea to increase transaction success rates, decrease support costs, and increase customer satisfaction by capturing every customer session and detecting business process and application failures in real time, thus alerting Esurance to problems immediately. Esurance is then able to identify which and how many customers are being affected. RealiTea has enabled Esurance to recoup an average of six policies per day — well over 2,000 policies annually — that would have otherwise been lost to application and transaction process failures.
"RealiTea not only allows us to pinpoint and rapidly fix problems with our site, but it also reports on the magnitude of a problem, which is absolutely critical," said Marj Davies, director of Internet operations for Esurance. "With a site as large and complex as ours, there is a lot of 'noise,' and you can waste valuable time chasing issues that turn out to be inconsequential. Because RealiTea helps us prioritize the resolution of issues that are most significant — those that can impact new sales and those that affect our policyholders' online experience."
Esurance's mission is to provide the fastest, simplest way for customers to take care of their auto insurance. Visitors to the company's award-winning Web site, www.esurance.com, can research auto insurance options, get a quote, and compare quotes instantly. Customers can buy their policies instantly online and print their insurance cards in minutes. Esurance relies heavily on customer feedback to continually improve its operations, and RealiTea has helped the company gain an even deeper understanding of each customer's quote and policy-purchase experience. This has helped Esurance significantly reduce problem resolution cycles and uncover issues and application failures that might prevent successful transactions.
"If your business reputation is staked upon the reliability, ease-of-use, and transaction integrity of your Web applications, you need to start managing your Web applications using a customer-centric 'outside-in' approach," said Rebecca Ward, Tealeaf CEO. "Esurance's Web applications are designed to be simple and flawless, but at the same time, there are many complex business processes going on behind the scenes. This meant that Esurance had somewhat limited visibility into the infinite and often complicated scenarios that are generated by its customers as they browse and purchase. By providing real-time, 'outside-in' visibility into the experience of 100 % of Esurance's customers — what we call business service management — Tealeaf RealiTea ensures that every single Esurance customer has a positive experience."
Tealeaf RealiTea is the first and only Web application management solution that provides immediate awareness to critical issues affecting a customer's ability to successfully transact or complete a business process. Because RealiTea captures, inspects, and evaluates the complete session of every real customer, it can immediately identify application errors and business process failures. RealiTea provides the necessary visibility into what the real user does and sees, the required context to recreate the problem and what led up to it, and the means to correlate the problem back to the individual user or users affected. As a result, RealiTea enables IT and eBusiness departments to reduce support costs, increase transaction completion rates, and raise overall customer satisfaction.
About Tealeaf Technology
Tealeaf Technology® is the leader in application availability as measured by the real user, and is the only Web application
management solution focused on the true availability of Web applications. Using patented technology, the award-winning Tealeaf
solution captures every user session, detects business process and application failures in real time, alerts to these problems
immediately, and correlates the problems to the end user instantly. The result to IT is immediate awareness of critical failures,
accelerated problem resolution, and increased conversion rates due to better, more effective applications. Tealeaf is headquartered
in San Francisco, CA. For more information, email info@tealeaf.com or visit the Web site
at www.tealeaf.com.
About Esurance
Esurance, a subsidiary of White Mountains Insurance Group, Ltd. (NYSE: WTM), provides personal auto insurance direct to consumers
online and through select online agents. Esurance is dedicated to constantly improving the way people shop for, buy, and manage
their auto insurance. By combining the best of technology with industry know-how, Esurance is able to offer hassle-free coverage
with 24/7 customer service and claims handling at competitive prices.
Through Esurance's Web site, www.esurance.com, customers can get instant quotes, view comparison quotes, buy an Esurance policy, and print their proof of insurance card — all in minutes. Esurance also offers policyholders the ability to make policy changes and file claims instantly online, demonstrating its commitment to improving the entire insurance process from quote to claim.
© Copyright 2003 Tealeaf Technology, Inc. All rights reserved. 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.
Press Contacts:
Tealeaf Technology: Geoff Galat
415.932.5287
ggalat@tealeaf.com
Kulesa Public Relations: Cathy Wright
650.595.1871
cathy@kulesapr.com
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