Tealeaf and Trek Bikes Gear Up To Deliver Ultimate Online B2B Dealer Experience
Trek Selects Tealeaf to Deliver Top-Notch Customer Service to Over 1,800 Dealers
San Francisco, CA, April 16, 2007 - Tealeaf™, the leader in online Customer Experience Management (CEM), today announced that Trek Bicycle Corporation is using Tealeaf cxImpact to deliver the highest-quality experience for the hundreds of dealers who order bikes and associated accessories each year through its business-to-business website. Trek selected cxImpact to gain greater visibility into its dealers' experiences on its website so it can identify and address specific issues that may occur during an online transaction.
With Tealeaf's step-by-step insight into every dealer interaction, Trek can now quickly pinpoint issues affecting dealers' ability to place orders and take the necessary corrective actions to effectively meet every one of its dealers' needs.
Privately-held Trek Bicycle Corporation is the world leader in bicycle products and accessories with over 1,800 dealers in the United States and hundreds more worldwide. Perhaps best known for the bikes Lance Armstrong rode to seven Tour de France victories, and that the Discovery Channel Pro Cycling Team rides, including in this week's Tour de Georgia cycling race, Trek Bikes sells its products to dealers through its call center, outside sales force and dealer website. The company is recognized across the globe for its vast selection of high-quality bicycle frames, components, clothing and accessories suited to all levels of riders from novice to competition. The website enables Trek's dealers to place orders for any of the Trek bicycling product lines. Dealers utilize the Trek website to check availability of bicycle and bike accessories, place customized orders and file warranty claims.
Tealeaf cxImpact, a member of the Tealeaf CX product suite, is designed to provide online companies unprecedented insight into customer experiences and their business impact. With 24/7 visibility into its online dealers' experiences and any problems that may be impacting its business, Trek can now detect, quantify, prioritize and quickly resolve problems that online dealers encounter.
"We have made the giant leap from wondering what obstacles are causing our dealer customers pain when they use our website to being able to quickly answer why they are happening and then address the cause," said Tonja Green, ecommerce manager, Trek Bicycle Corporation. "With Tealeaf, we can see exactly what our customers are experiencing and take the immediate action to fix it."
"All online companies — whether they are B2B or B2C — must understand exactly what their customers are experiencing on their website to ensure profitable transactions," said Geoff Galat, vice president of marketing and product strategy, Tealeaf. "As Trek has moved a significant amount of dealers' transactions to the Web, it has become hyperaware of the need to provide a premium online experience to its partners. With Tealeaf, Trek can operate a more efficient and user-friendly website that will ultimately increase bicycle sales and dealer satisfaction."
cxImpact is built on the Tealeaf CX datastore, a one-of-a-kind solution that delivers breakthrough visibility into any online customer experience. Tealeaf CX passively captures what every online customer does and sees in real time to immediately detect hidden obstacles preventing customers from completing business processes. The solution also helps companies minimize lost transactions and call support costs by proactively responding to customer issues.
About Trek Bicycle Corporation
Headquartered in Waterloo, Wisconsin, Trek Bicycle Corporation is a global leader in bicycle design and manufacturing. From the original hand-built steel touring frames introduced in 1976 to the revolutionary OCLV carbon fiber first introduced in 1992, Trek's passion for innovation, quality, and performance leads the industry with next-generation technology and thinking. With a record seven consecutive Tour de France titles, six straight 24-hour World Solo Mountain Bike Championships, and countless other professional wins, Trek enjoys a rich tradition of victory in the world's premier cycling events. Today, with a broad range of bicycles and cycling products under the Trek, Gary Fisher, LeMond, Bontrager, and Klein brand names, Trek continues to pursue new ways to bring the joy of cycling to all people.
About Tealeaf
Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This "360-degree view" of the online customer experience enables a clear and consistent understanding of the customer for Ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. 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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© Copyright 2007 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
415.512.0770
tealeaf@schwartz-pr.com
