Tower Records Saves $1.2 Million With TeaLeaf Technology
June 21 2004 - 9:15AM
PR Newswire (US)
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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