Trek improves dealer on line order system

SAN FRANCISCO, USA – Trek Bicycle Corporation has chosen Tealeaf cxImpact to gain greater visibility into its dealers’ experiences on its website so it can identify and address specific issues that may occur during an online transaction.

Tealeaf is one of the leading companies in Customer Experience Management (CEM). With Tealeaf’s step-by-step insight into every dealer interaction, Trek can now quickly pinpoint issues affecting dealers’ ability to place orders and take the necessary corrective actions to effectively meet every one of its dealers’ needs.

“We have made the giant leap from wondering what obstacles are causing our dealer customers pain when they use our website to being able to quickly answer why they are happening and then address the cause,” said Tonja Green, ecommerce manager, Trek Bicycle Corporation. “With Tealeaf, we can see exactly what our customers are experiencing and take the immediate action to fix it.”

“All online companies, whether they are B2B or B2C, must understand exactly what their customers are experiencing on their website to ensure transactions,” said Geoff Galat, vice president of marketing and product strategy, Tealeaf. “As Trek has moved a significant amount of dealer transactions to the Web, it has become well aware of the need to provide a premium online experience to its partners. With Tealeaf, Trek can operate a more efficient and user-friendly website that will ultimately increase bicycle sales and dealer satisfaction.”