Premier Farnell Chooses Tealeaf to Help Double Online Revenues
Surrey, United Kingdom, November 05, 2007 --(PR.com)-- Tealeaf®, the leader in Customer Experience Management (CEM), today announced that Premier Farnell, the leading multi-channel, high service distributor of essential products and services to millions of electronic design engineers and purchasing professionals globally, has chosen to work with Tealeaf to help double the size of its online business over the next 18 months. By capturing every customer journey on each of Premier Farnell’s 37 websites, Tealeaf CX™ will give the company insight into how its online transactional processes affect the customer experience, enabling it to make rapid improvements and increase overall conversion rates.
Since October 2006, Premier Farnell has been moving towards a multi-channel customer approach, interacting with its client base through contact centres, field sales, trade counters as well as the internet, which the company believes to have the greatest growth potential. With Tealeaf, Premier Farnell will be equipped with all the information it needs to improve online performance and as a result hopes to increase online revenues from 27 to 50 per cent of the company’s total global revenues. By discovering potential sticking points in functionality and usability and replaying these sessions to site developers, Premier Farnell can quickly determine the business impact of issues and rectify them, creating an optimised site.
“Previously we relied on feedback or gut feel to understand how our functionality was impacting our users’ online experience, but we realised this was not sufficient to achieve our growth objectives. We need to have concrete evidence of the expectations and behaviour of each of the visitors to our sites in order to understand how to create the best in class online environment,” said Marco Ryan, Senior Vice President of Global Ecommerce , Premier Farnell. “Tealeaf will give us this understanding, arming us with a key solution to help increase our online business to 50 per cent of our annual revenues.”
“It is crucial that Premier Farnell delivers the optimal customer experience if it is to help Electronic Design Engineers have the best multi-channel experience” commented John Lillie, UK Country Manager for Tealeaf. “Tealeaf gives companies involved in ecommerce, such as Premier Farnell, an unprecedented 360-degree view of their customers, to help them provide the ultimate online experience and therefore maximise sales and customer loyalty.”
About Tealeaf
Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This "360-degree view" of the online customer experience enables a clear and consistent understanding of the customer for Ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately-held. For more information, visit www.tealeaf.com.
About Premier Farnell
Premier Farnell plc (LSE:pfl) is a leading high service, multi-channel distributor of electronic, maintenance, repair and operation products and specialist services throughout Europe, the Americas and Asia Pacific. It goes to market with a differentiated value proposition, world-class marketing, a stocked range of 400,000+ products, and access to 4,000,000 more items from 3,000 top manufacturers. The company has group sales of £823.1m and 4470 employees globally.
While global in scope, Premier Farnell recognizes the individual needs of each market and has continued to internationalize its model accordingly, trading locally under different brand names. Its primary electronics businesses trade as Farnell in the UK, Europe, Australia and New Zealand, Newark in the US, Canada and Mexico, and Premier Electronics in China. In Singapore, Malaysia, Hong Kong and Brazil the operation is known as Farnell Newark. For more information visit the website at www.premierfarnell.com
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Since October 2006, Premier Farnell has been moving towards a multi-channel customer approach, interacting with its client base through contact centres, field sales, trade counters as well as the internet, which the company believes to have the greatest growth potential. With Tealeaf, Premier Farnell will be equipped with all the information it needs to improve online performance and as a result hopes to increase online revenues from 27 to 50 per cent of the company’s total global revenues. By discovering potential sticking points in functionality and usability and replaying these sessions to site developers, Premier Farnell can quickly determine the business impact of issues and rectify them, creating an optimised site.
“Previously we relied on feedback or gut feel to understand how our functionality was impacting our users’ online experience, but we realised this was not sufficient to achieve our growth objectives. We need to have concrete evidence of the expectations and behaviour of each of the visitors to our sites in order to understand how to create the best in class online environment,” said Marco Ryan, Senior Vice President of Global Ecommerce , Premier Farnell. “Tealeaf will give us this understanding, arming us with a key solution to help increase our online business to 50 per cent of our annual revenues.”
“It is crucial that Premier Farnell delivers the optimal customer experience if it is to help Electronic Design Engineers have the best multi-channel experience” commented John Lillie, UK Country Manager for Tealeaf. “Tealeaf gives companies involved in ecommerce, such as Premier Farnell, an unprecedented 360-degree view of their customers, to help them provide the ultimate online experience and therefore maximise sales and customer loyalty.”
About Tealeaf
Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This "360-degree view" of the online customer experience enables a clear and consistent understanding of the customer for Ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately-held. For more information, visit www.tealeaf.com.
About Premier Farnell
Premier Farnell plc (LSE:pfl) is a leading high service, multi-channel distributor of electronic, maintenance, repair and operation products and specialist services throughout Europe, the Americas and Asia Pacific. It goes to market with a differentiated value proposition, world-class marketing, a stocked range of 400,000+ products, and access to 4,000,000 more items from 3,000 top manufacturers. The company has group sales of £823.1m and 4470 employees globally.
While global in scope, Premier Farnell recognizes the individual needs of each market and has continued to internationalize its model accordingly, trading locally under different brand names. Its primary electronics businesses trade as Farnell in the UK, Europe, Australia and New Zealand, Newark in the US, Canada and Mexico, and Premier Electronics in China. In Singapore, Malaysia, Hong Kong and Brazil the operation is known as Farnell Newark. For more information visit the website at www.premierfarnell.com
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TeaLeaf
Sarah-Anne Bray
020 8339 4420
www.tealeaf.com
Sarah-Anne Bray
020 8339 4420
www.tealeaf.com
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