Trek selects Tealeaf to deliver customer service to its dealers

Trek Bicycle Corp. is using Tealeaf cxImpact to gain greater visibility into its dealers' experiences on its business-to-business Web site.

Waterloo, WI-based Trek Bicycle Corp. sells its bicycle products and accessories to more than 1,800 dealers in United States and hundreds more worldwide through its call center, outside sales force and dealer Web site. The site enables Trek's dealers to place orders for any of the Trek bicycling product lines, bike accessories, place customized orders and file warranty claims.

Trek selected cxImpact from San Francisco-based Tealeaf Technology Inc., so it could receive step-by-step insight into every dealer interaction. With this information, it can quickly pinpoint issues affecting its dealers' ability to place orders and take the necessary corrective actions to effectively meet every one of their needs.

Tealeaf cxImpact, part of the Tealeaf CX product suite, is designed to provide online companies insight into customer experiences and their business impact. With 24/7 visibility into its online dealers' experiences and any problems that may be impacting its business, Trek can now detect, quantify, prioritize and quickly resolve problems that online dealers encounter.

cxImpact is built on the Tealeaf CX datastore, a solution that delivers visibility into any online customer experience. Tealeaf CX passively captures what every online customer does and sees in real time to immediately detect hidden obstacles preventing customers from completing business processes. The solution also helps companies minimize lost transactions and call support costs by proactively responding to customer issues.