StarwoodHotels.com Offers Five-Star Customer Experience with Tealeaf RealiTea
San Francisco, CA, September 26, 2005 - Tealeaf, a leading provider of solutions that offer powerful visibility into the online customer experience, today announced that Starwood Hotels, one of the world's largest hotel and leisure companies, is using Tealeaf RealiTea to improve Web site usability and reduce support costs for its luxury hotel destination site, StarwoodHotels.com.
StarwoodHotels.com is the online home of Starwood's award-winning Hotel brands, including Sheraton, Westin, and W. Consumers can research rates, book rooms, manage loyalty programs, and redeem loyalty points through StarwoodHotels.com, which processes over 10,000 bookings per day during peak booking months. Tealeaf RealiTea gives Starwood's Web team real-time, browser-level visibility into every visitor's experience on the site, enabling them to quickly uncover and eliminate any issues that may lower conversion rates or satisfaction levels.
"Prior to deployment of Tealeaf RealiTea, we had limited visibility into the unique and varied ways our guests interacted with our site," said Keith Kelly, vice president of web technologies at Starwood. "Of course, we've deployed an array of monitoring tools and systems to measure performance and availability, but these solutions did not provide us the intimate details into the actual guest experience that we desired. By using Tealeaf to look at every guest's interaction with our site, we gain invaluable knowledge and insight that helps us to increase our conversion rates and develop a more usable site."
Tealeaf RealiTea passively captures what StarwoodHotels.com visitors do and see in real-time. Starwood's Web development and support teams use this session information to detect, analyze, and respond to issues customers may be encountering, such as business process failures, errors, and other problems that could negatively impact the guest's ability to transact. Starwood's development group also uses Tealeaf RealiTea when evaluating new enhancements, incorporating actual user experience into the process of considering and approving new functionality.
"In essence, a consumer's travel experience begins at the browser," said Geoff Galat, vice president of marketing & product strategy for Tealeaf. "Travel industry leaders such as Starwood understand that inspecting, understanding, and acting on what happens to the customer in their browser enables them to see their website through the eyes of their customers, which is critical to improving top-line revenue."
About Tealeaf
Tealeaf® 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.
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© Copyright 2005 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
678.513.4143
ggalat@tealeaf.com
Schwartz Communications: Carolyn Adams & Mieke Baran
415.512.0770
tealeaf@schwartz-pr.com
