Vantage Insurance Services Adopts Tealeaf to Increase Web Conversions and Introduce Online Compliance Measures

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.”
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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.
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