Vantage Insurance Services adopts Tealeaf CX

Edited by the Marketingservicestalk editorial team Oct 1, 2007

The Tealeaf CX suite of customer experience management applications has been selected by Vantage Insurance Services for its online trading applications.

Vantage is using Tealeaf to increase web conversions and introduce online compliance measures.

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, 4siteinsurance.co.uk and 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," commented Nigel Coppen, Client Director of the Retail division at Vantage Insurance.

"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.

"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," commented John Lillie, UK Country Manager, Tealeaf.

"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.

"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".