TUI UK Selects Tealeaf To Help Increase Online Bookings
London, UK, June 4, 2007 - Tealeaf, the leader in Customer Experience Management (CEM), today announced that TUI UK, part of the largest tourism and services group in the world, has selected the Tealeaf CX suite to help it better understand the expectations and behavior of visitors to the www.thomson.co.uk site. The insights that Tealeaf CX provides will help TUI UK further improve its industry-leading service and increase online holiday bookings.
With 850,000 consumers visiting www.thomson.co.uk every week, it is critical that the website is available and working all the time. Using Tealeaf cxView dashboards, TUI UK is presented with real time visibility into everything that is happening on its travel booking website. Tealeaf cxImpact also immediately alerts TUI UK to any problems within the site that are preventing customers from completing bookings. TUI UK can then drill down into each and every issue to quantify both how many customers are being affected and the impact of any issue on the business.
TUI UK offers an unparalleled range and mixture of services via its website, having recently introduced a new "powersearch" facility which seamlessly presents customers with vacations based on a number of components, e.g. flight, car, accommodation, that have been dynamically packaged, from a range of sources, based on their individual query. By capturing details of each customer interaction with the website, Tealeaf is helping TUI UK better understand customer behavior, while also identifying obstacles that negatively impact conversions.
"Tealeaf is the only solution available that could provide us with the depth and breadth of meaningful information about why customers are prevented from booking travel via our website," explained George Nolan, e-commerce manager, holidays for TUI UK. "Despite the size and complexity of our website, Tealeaf was up and running in only a few days and quickly providing us with invaluable insights that help us turn more 'lookers into bookers'."
"With almost two-thirds of UK adults planning to purchase their main UK holiday online this year*, travel companies are looking to stay ahead of the competition by refining their online business models," commented John Lillie, UK country manager for Tealeaf. "As the market leader, TUI UK has recognized the importance of understanding online customer behavior at every step of the search and booking process and is using Tealeaf to ensure that every visitor to their website receives the optimal customer experience." *Source: 2007 Holiday Online Planning Report by Continental Research — 63% or 17 million people will purchase part of their main 2007 holiday online, and 49% will do so for a short break.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.
- Tealeaf cxImpact™ provides Business Impact Analysis reports that immediately quantify the business impact of issues affecting the customer experience and enable rapid analysis of cross-session trends and anomalies, in addition to award-winning capabilities to detect and analyze unknown obstacles.
- Tealeaf cxView™ provides extensive customer experience analytics, including customizable dashboards and scenario impact reports that enable companies to better understand why customers succeed or fail when using critical online processes.
- Tealeaf cxReveal™ opens the door to more informed customer service and agent effectiveness. Tealeaf cxReveal seamlessly integrates into existing CRM consoles or custom support dashboards to provide customer service teams with simple and secure access to live and archived customer sessions. In addition, line-of-business managers use Tealeaf cxReveal to observe the true usability of their sites, identifying potential issues affecting their customers.
- Tealeaf cxVerify™ provides historical records of customer interactions for audit, compliance and dispute resolution. Tealeaf cxVerify provides powerful and flexible archiving and retrieval of customer sessions.
- Tealeaf cxConnect™ enables seamless integration with business intelligence and analytic tools to deliver a multi-channel view of the customer. Tealeaf cxConnect gives business analysts, usability experts and IT teams access to the most comprehensive data on customer interactions to complete the cross-channel perspective.
About TUI
Thomson Holidays, a division of TUI UK Ltd, is part of TUI AG, the largest tourism and services group in the world, employing 80,000 people in 500 companies around the world. TUI AG is a world class, innovative and customer focused company which owns many of Europe's best known holiday brands and has leadership positions in its airline, inclusive tour business, and travel agency sectors. The group employs 17,500 people in the UK, Ireland, Sweden, Norway, Denmark and Finland. Visit the www.tui-group.com website to find out more.
Thomson Holidays is the market leader in the UK inclusive holiday market, a position it has held since 1974. Thomson Holidays head office is in Luton but the majority of its 3000 employees work overseas. The company has about one third of the UK market and operates in a wide range of resorts offering a variety of holiday types to suit all ages and tastes. All products and brands share the same philosophy — to be Number One — providing customers with the best possible holiday for their money.
Thomson Holiday's airline, Thomsonfly.com is the UK's third largest airline. Thomsonfly.com offers award winning service on a network of low-fare flights from 20 UK airports to over 80 destinations around the world. Formed in 1962 and based at London Luton Airport, Thomsonfly, formerly Britannia, has a reputation for operational and technical excellence established over more than three decades. Throughout this period the airline has been a pioneer of modern aircraft types, fresh passenger service initiatives and new holiday destinations.
The UK retail distribution businesses and channels within the TUI AG include: Thomson the UK's leading leisure travel retailer with over 650 retail stores, Thomson Direct call centre, and www.thomson.co.uk where you can book and pay for holidays online. Thomson sells around 5m holidays and flights a year.
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Tealeaf Technology: Shoshana Deutschkron
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