SAN FRANCISCO, Oct. 2 /PRNewswire/ — TeaLeaf, the leader in Customer Experience Management, today announced that the State Auto Insurance Companies, a leading property and casualty insurance group, are using TeaLeaf CX solutions to diagnose and proactively respond to Web customer experience issues that may arise as agents are transacting on their business-to-business Web portal. By capturing and analyzing each agent’s online session interactions on a 24/7 basis, TeaLeaf enables State Auto to effectively detect and diagnose obstacles that can impact agency sales and service.
State Auto turned to TeaLeaf to enable efficient and seamless online interactions through superior web visibility. TeaLeaf’s solutions provide State Auto with the unique ability to identify hard-to-find application issues that could prevent successful online transactions for any of its 22,500+ agents across America. Complete visibility of each transaction at the browser- level enables State Auto to evaluate the business impact of any issues and respond accordingly, by fixing application-related problems or enhancing agent training programs.
“Our success hinges on our ability to provide our agents with a Website that is easy to use and produces accurate information. A glitch in our program can lead to customer frustration and lost time. With TeaLeaf, we are able to address issues instantaneously, reducing customer service costs and improving customer satisfaction and loyalty,” said David Russell, assistant vice president of Enterprise Network Systems for State Auto. “TeaLeaf’s products ensure that the agents who use our Web portal can accurately manage every aspect of their customers’ needs, including rates, quotes and policies to facilitate sales.”
“State Auto is one of the nation’s leading insurance providers, and a key driver of the company’s success is their continued efforts to deliver a premium service to the agents processing business transactions,” said Geoff Galat, vice president of marketing and product strategy at TeaLeaf. “State Auto chose TeaLeaf’s solutions to ensure secure visibility into their critical agent portal in order to detect, quantify and respond to customer experience issues affecting their agents, remove these obstacles and enhance agent and customer service effectiveness.”
About State Auto
The State Auto Insurance Companies, headquartered in Columbus, Ohio, are engaged primarily in writing personal and commercial insurance products through more than 22,500 independent agents associated with approximately 3,000 agencies in 27 states. The State Auto Companies include State Auto Financial Corporation , named Forbes Magazine’s “Best Managed Insurance Company in America” for 2006. STFC also received the 2006 Mergent Dividend Achiever Award for having increased its dividends for ten or more years in succession. The State Auto Insurance Companies are rated A+ (Superior) by the A.M. Best Company. Additional information on State Auto can be found at http://www.stateauto.com/ .
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 http://www.tealeaf.com/ .
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.
TeaLeaf Technology, Inc.
CONTACT: Tea Leaf Media Enquiries, Geoff Galat of TeaLeaf Technology,+1-678-513-4143, or [email protected]; or Rebecca Geller, of SchwartzCommunications, +1-415-512-0770, or [email protected], for TeaLeaf; orState Auto Media Enquiries, Winford L. Logan, Director, CorporateCommunications of State Auto Insurance Companies, +1-614-464-5326, [email protected]
Web site: http://www.tealeaf.com/