ARC Uses Tealeaf to Provide Exceptional Cross-Channel Customer ServicePremier Provider of Financial Settlement Solutions for Airlines and Travel Sellers Drives Business Improvements Through Customer Experience Insights
September 12, 2011
Tealeaf, the leader in online customer experience management software (CEM), announced today that ARC (Airlines Reporting Corporation) is using Tealeaf software as a foundational component of its online customer experience initiative. By providing real-time insight that drives ongoing site optimizations and by equipping call center representatives with visibility into online customer struggles, Tealeaf helps ARC improve customer satisfaction and retention while successfully completing more than four million travel transactions each week.
“When we were migrating our applications to the Internet, we had to figure out a quick way to replicate these critical business capabilities without rebuilding or disrupting the applications themselves,” said Judy Minton Huffman, ARC manager of production support. “We rely on the qualitative and quantitative information provided by Tealeaf to identify opportunities for improvement, drive requirements and set priorities.”
Airlines, travel agencies, corporate travel departments, railroads, and other travel suppliers process more than $77 billion annually through ARC’s world-class settlement system, making it the financial backbone of travel distribution. Tealeaf’s technology provides ARC with real-time visibility into the experiences of its website customers, uncovering the issues that can cause customers to struggle or fail as they transact business via online channels.
ARC also uses Tealeaf in its contact center. Provided real-time insight to the experiences of individual customers who have spilled over from the website, ARC call center agents are able to provide better quality service, faster and at less cost to the company. Since deploying Tealeaf cxReveal, ARC has significantly increased its first-call resolution rates, and reduced call escalations.
How ARC Has Benefited from Tealeaf CEM:
— Prioritize and eliminate online customer struggles faster: Tealeaf’s
sophisticated search and indexing functionality enables ARC to easily
discover the magnitude of specific customer struggles and prioritize
fixes accordingly. With Tealeaf, ARC has reduced the time to identify,
reproduce and resolve site flaws by more than 50 percent.
— Significant increase in first-call resolution: By showing them exactly
what customers experienced online, Tealeaf enables ARC call center
agents to address customer issues immediately, resulting in a 50
percent improvement in the team’s first-call resolution rate. ARC
customers now have a much more seamless and satisfying experience when
they transition from online channels to the contact center.
— Greater collaboration, centered on the customer: ARC’s use of Tealeaf
has quickly grown to include departments across the organization.
Tealeaf’s actionable insights help ARC teams—from e-business to
customer service to production support and development to product
management, compliance and legal—work together more effectively to
meet online customer requirements.
“The sheer volume of transactions and dollars that flows through ARC’s business every day and the mission-critical nature of the service they provide to the entire U.S. travel industry mandates that issues are prioritized accordingly and resolved quickly,” said Geoff Galat, vice president of worldwide marketing for Tealeaf. “The insights that Tealeaf provides across ARC and especially within the call center allow ARC to deliver a singular brand of customer service.”
Tealeaf provides online customer experience management solutions and is the leader in customer behavior analysis. Tealeaf’s CEM solutions include both a customer behavior analysis suite and customer service optimization suite. For organizations that are making customer experience a top priority, these solutions provide unprecedented enterprise-wide visibility into every visitor’s unique online interactions for ongoing analysis and web site optimization. Online executive stakeholders from ebusiness and IT to customer service and compliance are leveraging Tealeaf to build a customer experience management competency across the organization. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately held. For more information, visit www.tealeaf.com
As the financial backbone of the U.S. travel industry, ARC enables commerce among travel agencies, airlines, and travel suppliers, and offers them secure and accurate financial settlement services. More than 15,000 travel agencies and 190 airlines use the company’s transaction settlement services that, in 2010, totaled more than $77 billion in value. ARC also supplies transactional data to organizations, facilitating better business decisions through fact-based market analyses. Established in 1984, ARC is headquartered in Arlington, Va. For more information, visit www.arccorp.com .