Unitrin Direct Deploys TeaLeaf to Enhance the Online Customer Experience
Leading Auto Insurance Company Uses TeaLeaf CX for Complete Visibility Into Its Customer Experience to Pinpoint and Resolve User Issues
SAN FRANCISCO, Feb. 6 -- TeaLeaf, the leader in Customer Experience Management (CEM), today announced that Unitrin Direct has selected its TeaLeaf CX Solutions to gain greater visibility into its customers' online experience and to further enhance user satisfaction. A leading direct auto insurance company with a strong Internet focus, Unitrin Direct deployed TeaLeaf to analyze the business impact of online transactions and resolve any website obstacles that consumers may encounter.
"As a customer-driven company, we do everything we can to make our website simple for consumers to use whether they are getting an instant car insurance quote or making changes to their policy," said Frank Rundatz, AVP/chief technology officer at Unitrin Direct. "TeaLeaf gives us the ability to identify potentially confusing or problematic areas of our website and proactively correct them to ensure a positive online user experience."
With TeaLeaf CX, Unitrin Direct can now immediately detect any online issues that may occur as customers obtain policy quotes, examine coverage options and purchase auto insurance on its website at www.UnitrinDirect.com, pinpointing trends, anomalies and issues in real time. Further, because TeaLeaf CX validates customer actions against expected outcomes, Unitrin Direct can optimize the performance of key business processes and immediately assess the impact on their objective to exceed customer expectations.
"We process thousands of online transactions each day; delivering a seamless customer experience is absolutely critical," said Tom Mercer, vice president of marketing at Unitrin Direct. "With TeaLeaf's step-by-step insight into every interaction, we can quickly pinpoint usability problems and take the necessary corrective actions to effectively meet every one of our customers' needs."
"In an age of fierce competition among online insurance providers, Unitrin Direct differentiates itself through its laser focus on the customer experience," said Geoff Galat, vice president of marketing and product strategy, TeaLeaf. "With TeaLeaf CX, Unitrin Direct is gaining deeper insight to truly understand how its customers are interacting with its website 24/7 to continually guarantee successful online transactions."
About Unitrin Direct
Unitrin Direct is dedicated to providing its customers with outstanding service and quality coverage at competitive prices. The company makes auto insurance simple by offering people the choices they want with the convenience they deserve. The Unitrin Direct insurance companies are subsidiaries of Unitrin, Inc. , in Chicago, and part of the Unitrin family of companies that has over six million policyholders and $9 billion in assets. Unitrin Direct Insurance Company is rated "A" (excellent) by A.M. Best Company, a leading provider of financial information for the global insurance industry. Unitrin Direct offers affordable automobile insurance in Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Maryland, Michigan, Missouri, Nevada, New Jersey, New York, Ohio, Oregon, Pennsylvania, South Carolina, Texas, Virginia, Washington and Wisconsin. People can get a free auto insurance quote online at www.UnitrinDirect.com or by calling a licensed agent (800) 642-5254. Insurance is underwritten by Unitrin Direct Property & Casualty Company and Unitrin Direct Insurance Company.
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 .
NOTE: 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.