Kwik Fit Insurance, a motor insurance distributor in the UK, has selected Tealeaf’s customer experience management (CEM) suite to gain visibility into online customer activity on its website and identify fraudulent insurance claims.
Kwik Fit will use Tealeaf’s suite to view customer sessions, see the pages they visited and the data they entered, to verify insurance claims and pinpoint fraudulent claimants. Every visit is time-stamped by Tealeaf.
Tealeaf CX passively records the HTTP(S) request and response data by scanning TCP/IP packets from the network via an existing span port or network tap. It ensures that confidential customer information remains secure through global data destruction, authenticated client access, roles-based filtering, and data access.
Tealeaf says that Kwik Fit is able to keep track of about nine million customer sessions a month using its CX suite.
Annie McRae, online operations and planning manager at Kwik Fit Insurance, said: 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.
John Lillie, UK country manager of Tealeaf, said: 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.
In May 2008, Tealeaf introduced cxResults for customer behaviour analysis. The product enables businesses to understand customer behaviour patterns across multiple online visits and detect unusual customer experiences.