Released on: September 26, 2007, 6:02 am

Press Release Author: TeaLeaf / Wildfire PR

Industry: Financial

Press Release Summary: Tealeaf®, the leader in Customer Experience Management (CEM),
today announced that the Tealeaf CX suite of customer experience applications has
been selected by Vantage Insurance Services for its online trading applications.

Press Release Body: London, UK - 26th September, 2007 - Tealeaf®, the leader in
Customer Experience Management (CEM), today announced that the Tealeaf CX suite of
customer experience applications has been selected by Vantage Insurance Services for
its online trading applications. A leading provider of touring and static caravan
insurance, Vantage believes Tealeaf will provide an invaluable insight in the way it
delivers insurance over the web, enabling it to optimise the online customer
experience and improve conversion rates.
By recording each and every online customer journey and archiving them for a minimum
of 24 months, Tealeaf will provide Vantage with a complete audit trail for every
online customer. These trails can be provided for replay to the FSA and regulators,
auditors as well as for customer dispute resolution, which Vantage believes will
help provide assurances for the industry regulator, the FSA (Financial Services
Authority), as well as Vantage's underwriters, that the company has industry leading
systems and controls in place in order to ensure that it is conducting business
fairly and in accordance with their policies.
Vantage has deployed Tealeaf across its two online insurance brands,
www.4siteinsurance.co.uk and www.clubcareinsurance.co.uk. As part of an expansion of
its online product range into holiday homes, static caravans and chalets, Vantage
has been investing heavily to enhance the experience of the customers and brokers
that use its sites. Tealeaf will provide visibility into each and every online
journey, helping Vantage to better understand why some visitors do not complete
transactions so that the company can adjust its site and or products accordingly.
This insight will also allow Vantage to better support its chosen trading partners
using their online platform to administer caravan insurance, advising how they can
make better use of the online functionality.
"One of the biggest attractions of Tealeaf was the ability to capture and replay
online customer journeys. It is preferred practice for the insurance industry to
record telephone conversations with customers, but we need similar formal controls
for safeguarding a customers' online experience," commented Nigel Coppen, Client
Director of the Retail division at Vantage Insurance. "As well as giving us the
insight to improve the online service we deliver to customers, Tealeaf ensures that
we can now oversee every aspect of the customer experience which should provide
greater levels of comfort and security for our regulators, underwriters and
customers. Our compliance officer endorses the product as it assists with the
resolution of customer complaints by the ease of which we can retrieve the
recording of their original web session in addition to providing enhanced systems
and controls."
"The insurance industry is increasingly trying to encourage and incentivise
customers to purchase online due to the lower cost of customer acquisition compared
to call centres. Yet unlike phone conversations, the majority of insurers have no
idea what their customers experience online and no way of tracking back to solve any
disputes," commented John Lillie, UK Country Manager, Tealeaf. "Vantage Insurance
Services has recognised the importance of putting systems and controls in place to
manage its online sales channel effectively and protect the customer experience."
- ends -
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.
© 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.
About Vantage Insurance Services Ltd www.vantageinsurance.co.uk
Vantage Insurance Services Ltd (VISL) has been involved in caravan and holiday home
insurance for many years and has a name as one of the largest providers of this
insurance in the UK. It's direct customer business trades under the name of 4site
Insurance and has experience in providing insurance for over 125,000 holiday homes
sited in more than 1,000 holiday parks, spread throughout the UK. VISL is a
subsidiary of Kerry London Limited who is authorised and regulated by the Financial
Services Authority.
VISL has a longstanding relationship with The Camping and Caravanning Club, boasting
400,000 members. Club Care is a trading name licensed to VISL by The Camping and
Caravanning Club. VISL arranges insurance for members of the Club.
Vantage Insurance Services Ltd is a leading, privately owned, independent Insurance
Broker and Underwriting Agent based in the City of London with a regional office and
customer service centre in Egham, Surrey.



Web Site: http://www.tealeaf.com

Contact Details: Tealeaf: Shoshana Deutschkron
+1 415.932.5009
shoshanad@tealeaf.com

Wildfire PR: Sarah-Anne Bray/Danny Whatmough
+44 (0) 20 8339 4420
dannyw@wildfirepr.co.uk