Tower Records Saves $1.2 Million With TeaLeaf Technology Web Application Management Leader Detects and Solves Application Errors for Online Retailer Before They Impact Sales SAN FRANCISCO, June 21 /PRNewswire/ -- TeaLeaf Technology(R), the leader in application availability as measured by the real user, today welcomed Tower Records to its steadily expanding customer list. Tower Records is using the TeaLeaf RealiTea Web application management solution to manage the real availability of its music commerce site in order to increase sales and resolve customer support issues more quickly and efficiently. Tower Records depends on its Web site to respond to between 50,000 and 80,000 user sessions per day, process up to 5,000 orders daily, and contribute a measurable percentage of the company's total revenue. Tower Records found that its site analysis tools weren't providing the right information for the company to accurately understand what drives customer behavior and troubleshoot application errors that could negatively impact the purchase process. TeaLeaf RealiTea enables Tower Records to gather and analyze rich data from all areas of a user's online session to better understand the factors contributing to sales. "With TeaLeaf RealiTea, we are completely confident that we are aware of all the technical, usability and business process issues that can affect our Web store's success," said Kevin Ertell, vice president of Operations at Tower Records. "Not only do we know that our servers are up and our pages are loading, but RealiTea ensures us that our customers are able to complete every single transaction every time. RealiTea paid for itself in about three weeks, and it saves $1.2 million per year in sales previously lost due to unknown application and transaction errors." RealiTea enables Tower Records to pinpoint bugs and application errors that previously went undetected, helps its line-of-business managers identify issues that negatively effect site performance, and provides insight for speedy resolution of these problems. Further, Tower Record's customer service agents use RealiTea to pull up an individual's online session at the time of an inbound customer service call in order to immediately identify the issue while the user is on the phone, and rapidly solve the problem or escalate it to the appropriate resource for resolution. "TeaLeaf RealiTea delivers solid ROI to online businesses like Tower Records. ROI that is measurable in terms of recouped sales revenue and reduced customer and application support resources," said Rebecca Ward, TeaLeaf CEO. "Whether users contact Tower Records about technical problems, functional problems or disputes about specific transactions, RealiTea provides sufficient visibility into what happened to provide an immediate answer." TeaLeaf offers the first and only Web application management solution that helps IT operations rapidly identify, recreate, and diagnose application-level and business process failures. Because TeaLeaf captures and evaluates the complete session of every real user, it can immediately identify application errors and business process failures. By providing the means to replay every individual session, it can visually pinpoint the sequence of actions that preceded an application-level error, exactly as the user saw it. TeaLeaf provides the necessary visibility into what the real user does and sees, the required context to recreate the problem and what led up to it, and the means to correlate the problem back to the individual user or users affected. As a result, TeaLeaf can increase the availability of Web applications, reduce application support costs, and protect revenue streams. About TeaLeaf Technology TeaLeaf Technology(R) is the leader in application availability as measured by the real user, and is the only Web application management solution focused on the true availability of Web applications. Using patented technology, the award-winning TeaLeaf solution captures every user session, detects business process and application failures in real time, alerts to these problems immediately, and correlates the problems to the end user instantly. The result to IT is immediate awareness of critical failures, accelerated problem resolution and increased conversion rates due to better, more effective applications. TeaLeaf is headquartered in San Francisco, CA. For more information, email or visit the Web site at http://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. DATASOURCE: TeaLeaf Technology, Inc. CONTACT: Cathy Wright of Kulesa PR, +1-650-340-1985, or , for TeaLeaf Technology Web site: http://www.tealeaf.com/

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