AmerisourceBergen Specialty Group Selects TeaLeaf RealiTea To Improve Customer Experience For Business-To-Business Healthcare Applications

SAN FRANCISCO, April 17 /PRNewswire/ -- TeaLeaf, a leading provider of solutions that offer powerful visibility into the online customer experience, today announced that AmerisourceBergen Specialty Group (ABSG) is using TeaLeaf RealiTea to diagnose and proactively respond to Web session issues that may arise as customers are transacting on its business-to-business website. By providing real-time insight into each customer's online session interactions, RealiTea enables ABSG to detect and react to obstacles that may prevent customers from successfully using its key e-business services.

AmerisourceBergen Specialty Group, a subsidiary of AmerisourceBergen Corporation, provides specialized services and pharmaceutical products for physicians nationwide. Physicians rely on ABSG's online services for purchasing expensive pharmaceutical products required for administering critical, time-sensitive medical treatments. Because every online order is critical to patient care, ABSG needs to ensure that all transactions are fulfilled and any issues quickly resolved.

ABSG selected TeaLeaf's RealiTea solution in order to proactively address issues that may impact the online customer experience. RealiTea passively records and inspects every online session in real time, enabling ABSG to pinpoint, analyze, and respond to glitches, errors or business process failures that prevent customers from successfully using the company's online services. ABSG also uses the rich data captured by RealiTea to improve the look, feel, and functionality of its website, as well as to understand how customers use its website. So, for instance, by tracking a customer's full interaction with the site, ABSG can distinguish between someone who is searching for a product they don't carry and a customer who might simply be misspelling the product's name, and then respond to the customer accordingly.

"While we are a B-to-B organization serving the healthcare industry, we view the patient as the ultimate customer and our customers need to be completely confident in our ability to deliver a product," said Dale Danilewitz, CIO, ABSG. "TeaLeaf provides a powerful solution that allows us to identify and proactively respond to hidden, online issues that are often difficult to pinpoint, enabling us to deliver our resources without fail to the physicians and patients who need them."

"In the pharmaceutical industry, in particular, where an average transaction size might be $50,000, getting each and every order is essential," said Geoff Galat, vice president of marketing & product strategy for TeaLeaf. "RealiTea provides ABSG with the deep insight necessary to fully understand its Web operations 24/7, and it provides a valuable business tool to support continued improvements in online customer service."

About TeaLeaf

TeaLeaf is the leading provider of online customer experience management solutions. TeaLeaf's RealiTea platform provides unprecedented visibility into every user's unique online session, revealing hidden problems that affect consumers and cost companies more than any single catastrophic event. By providing a patented, powerful 'outside in view' of each individual customer experience, leading e-business executives across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation can eliminate failures that impact profitability, cause customer churn and ultimately damage brand equity. Founded in 1999, TeaLeaf is headquartered in San Francisco, California, and is privately-held. For more information, visit www.tealeaf.com

(C) Copyright 2006 TeaLeaf Technology, Inc. All rights reserved. TeaLeaf products and services mentioned herein are the registered or unregistered trademarks and service marks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.

CONTACT: Geoff Galat of TeaLeaf Technology, +1-678-513-4143 orggalat@tealeaf.com; or Mieke Baran, +1-415-512-0770 ortealeaf@schwartz-pr.com, for TeaLeaf Technology

Web site: http://www.tealeaf.com/