Improvement Direct Building Up Business Using Tealeaf
Internet Focused Home Improvement Retailer Optimizes Customer Experience on Extensive Network of Sites and Bridge Cross-channel Communications
SAN FRANCISCO, Calif.– November 6, 2007 – Tealeaf®, the leader in online Customer Experience Management (CEM), today announced that Improvement Direct, a rapidly growing home improvement online retailer, has deployed Tealeaf CX™ on the company’s more than 15 Web domains and more than 30 different Web shopping marketplaces. Decision makers in the business, IT and contact center units are using Tealeaf to optimize the site’s customer experience as well as their customer service interactions.
With Tealeaf, Improvement Direct now has full visibility into its extensive network – the company’s stores receive over 600,000 unique visitors and 11,000,000 page views per month. Leveraging this newfound visibility enables Improvement Direct to maximize its conversion and retention rates and provide exceptional service to its online customers.
“Tealeaf very positively impacts our company culture by opening lines of communication on customer experience and providing truly actionable information,” said Improvement Direct President Christian Friedland. “Now, when we get together to discuss our customer experiences, we can actually see them and fully understand why they are or are not working. We’ve had a lot of ‘eureka’ moments since deploying Tealeaf that are all feeding back to the ultimate success of our business.”
In addition to gaining insights on live sites, Improvement Direct is also using Tealeaf during beta testing to monitor new site features before full rollout. Last month, the company beta tested a new cart and checkout on a limited portion of its network. Since any issues with the cart and checkout directly impact the customer’s ability to purchase, it is essential they function properly. With Tealeaf providing deeper visibility, not only were the new cart and checkout launched successfully, but they were immediately templated across all of the company’s sites.
“Improvement Direct is an online retail success story. As the company continues to grow, it clearly recognizes that understanding customer experiences is key to making effective business decisions,” said Geoff Galat, vice president of marketing and product strategy, Tealeaf. “Improvement Direct is taking full advantage of the visibility, insight and answers provided by Tealeaf to understand experiences across its extensive network, and providing insights enterprise wide, including in its contact center.”
About Improvement Direct
Headquartered in Chico, CA Improvement Direct has established itself as a groundbreaking and prominent home improvement etailer. Improvement Direct creates a unique web experience in the way that it encourages customers to visit a diverse range of “niche” stores within its network. On an average month the Improvement Direct network of stores has over 600,000 unique visitors and 11,000,000 page views. Improvement Direct is among the category leaders in Plumbing, Lighting, Door Hardware, and Venting. Improvement Direct currently employs over 100 people and continues to grow and pioneer in the home improvement industry. For more information on Improvement Direct please visit the corporate website at www.improvementdirect.com.
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 and Tealeaf Technology are registered trademarks of TeaLeaf Technology, Inc. in the United States and other countries. The Tealeaf word and design mark, VIA, Visibility.Insight.Answers, Tealeaf CX, Tealeaf cxView, Tealeaf cxImpact, Tealeaf cxReveal, Tealeaf cxVerify and Tealeaf cxConnect are all trademarks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.
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Tealeaf Technology: Shoshana Deutschkron
415.932.5009
shoshanad@tealeaf.com
Schwartz Communications: Annie Klein
415.512.0770
tealeaf@schwartz-pr.com
