The new usability software will help improve the online experience for Kwik-Fit Insurance website visitors.

Glasgow, Lanarkshire (EMWNews) July 21, 2008 — Tealeaf®, the leader in Customer Experience Management (CEM), has today announced that Kwik Fit Insurance, one of the UK’s leading motor insurance distributors, has selected the Tealeaf CX Suite to help improve the online experience of visitors to its website. Tealeaf provides Kwik Fit Insurance with visibility into every stage of the online customer journey, allowing the insurer to quickly identify and resolve website errors and consequently increase conversions on the site whilst keeping accurate records of every visit to identify potential fraudulent activity.

By providing Kwik Fit Insurance with a record of every one of the nine million customer sessions that take place each month, Tealeaf is providing invaluable assistance in the identification of fraudulent insurance claims. Tealeaf can be used to drill down into any customer session, view the pages they visited and the data they entered to verify insurance claims and pinpoint fraudulent claimants. Every visit is time stamped by Tealeaf and is fully re-playable to allow for easy reference and reporting.

Annie McRae, Online Operations and Planning Manager at Kwik Fit Insurance explained, “Online fraud is becoming a major issue in the insurance industry. One of the big attractions of Tealeaf was the ability to capture and replay online customer journeys, allowing us to see exactly what a customer is doing on the site. Tealeaf ensures that we can oversee and record visits to the site, making disputes quick and easy to resolve and providing security for the business and our customers. This level of visibility also allows us to improve the site and provides a powerful weapon in the fight against fraud.”

Kwik Fit Insurance is one of the UK’s largest car insurance websites with over 300,000 sessions every day. With Tealeaf, they have visibility into every stage of the customer journey, which enables them to resolve any issues and avoid customer experience obstacles that could lead to lost sales.

John Lillie, UK Country Manager at Tealeaf, adds: “The online insurance market is highly competitive and businesses find that even smallest glitch can affect sales. Research we carried out last year found that 37% of people who have experienced problems during an online transaction said they would abandon their transaction entirely if a problem arose. The information Tealeaf provides can be used to rectify or fix issues, enabling Kwik Fit Insurance to improve the website and increase the number of insurance policies sold.”

Tealeaf provides online customer experience management solutions and is the unchallenged leader in customer behavior analysis. Tealeaf’s CEM solutions include both a customer behavior analysis suite and customer service optimization suite. For more information, visit www.tealeaf.com.