Tealeaf Drives Web Site Optimization for U-HaulSelf-Moving and Self-Storage Leader Uses Tealeaf Customer-Experience-Management Solutions to Increase Online Conversion and Retention
October 19, 2010
SAN FRANCISCO, CA—(Marketwire)—10/19/10—Tealeaf® announced today that U-Haul International, Inc., the leader in self-moving and self-storage, is using Tealeaf’s Customer Experience Management solutions to optimize its online channels and enhance the shopping experiences of its customers. With the real-time visibility provided by Tealeaf, U-Haul performs behavioral analyses based on actual customer interactions, enabling the Company to quickly resolve obstacles blocking successful conversion or completion of business processes.
U-Haul International’s online channels consist primarily of a reservation-scheduling system for rental equipment and a retail store offering self-moving supplies and services. Prior to implementing Tealeaf technology, U-Haul had multiple online channels operating in silos. The Company sought to optimize its online channels with the goal of routing traffic from its brick-and-mortar stores to its Web site. The Company also wanted to simplify online ordering for its customers, so as to increase Web reservations and purchases. With the real-time insights into customer behaviors provided by Tealeaf, U-Haul was able to more seamlessly and efficiently integrate its siloed online channels and thereby improve customers’ experiences. The business benefits have been clear—higher conversion rates, lower costs and greater customer satisfaction.
“While we had an abundance of Web-analytics data, we were still making a lot of decisions based on educated guesswork and anecdotal feedback from our customers,” explained David Bozovich, U-Haul International’s User Experience specialist. “Now, with Tealeaf’s Customer Experience Management software, we’re basing our decisions on facts—the unambiguous behaviors of actual Web site customers. It’s now much easier to understand where we need to focus our optimization efforts and how we can make improvements that help satisfy our customers and meet our own business goals.”
In addition to gaining 24/7 insights into customer behavior, Tealeaf gives U-Haul the ability to accurately determine specific product pairings most desired by customers. Tasked with accessing multiple Web properties for separate offerings, U-Haul customers were frustrated by a fractured online-ordering environment that required them to place separate individual orders for products and services. U-Haul remedied this issue, consolidating multiple Web sites while using Tealeaf to quantify the impact on customers’ experiences. Now U-Haul customers enjoy a streamlined, easy-to-use checkout process with access to all of the Company’s products and services.
Tealeaf also has helped U-Haul make the most of its A/B testing around changes to conversion-improvement processes. U-Haul relies on Tealeaf to immediately analyze process changes, roll out new processes and retool and relaunch processes with greater confidence. As a result, the Company realizes significant time and cost savings while helping shepherd customers to new processes more efficiently.
“For a company like U-Haul, which is moving more and more of its customer interactions online, Customer Experience Management brings tremendous value,” stated Geoff Galat vice president of worldwide marketing for Tealeaf. “The move to online self-service can bring great benefits in terms of reducing costs and increasing efficiencies, but it also puts a premium on ensuring a satisfying online experience for customers. We’re glad to play a part in helping U-Haul make the most of their online channels.”
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 a 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 e-business 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.
Since 1945, U-Haul has been the choice for the do-it-yourself mover, with a network of more than 16,300 locations in all 50 States and 10 Canadian provinces. U-Haul customers’ patronage has enabled the Company to maintain the largest rental fleet in the “do-it-yourself” moving industry with approximately 98,000 trucks, 77,000 trailers and 34,000 towing devices. U-Haul offers nearly 402,000 rooms and approximately 35.5 million square feet of storage space at nearly 1,100 owned and managed facilities throughout North America. U-Haul is the consumer’s number one choice as the largest installer of permanent trailer hitches in the automotive aftermarket industry. The Company supplies alternative-fuel for vehicles and backyard barbecues as one of the nation’s largest retailers of propane.
U-Haul was founded by a Navy veteran who grew up during the Great Depression. Tires and gas were still rationed or in short supply during the late 1940s when U-Haul began serving U.S. customers. Today, that background is central to the U-Haul Sustainability Program: “Serving the needs of the present without compromising the ability of future generations to meet their own needs.” Our commitment to reduce, reuse and recycle includes fuel efficient moving vans, neighborhood proximity, moving-box reuse, moving pads made from discarded material, and packing peanuts that are 100 percent biodegradable. Learn more about these facts and others at uhaul.com/sustainability.