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Trek Bicycle Tracks Dealer Experience

Root Man
Trek Bicycle chooses Tealeaf cxImpact software to monitor the experience of bike dealers using its Web site. Trek Bicycle sells bicycle frames, components, clothing and accessories to more than 1,800 bicycle dealers in the United States. Using the cxImpact Trek Bicycle can now monitor dealer interactions step-by-step to identify and address specific issues that occur. Dealers use the Trek Web site to place orders for all Trek products, view availability of bicycles and bike accessories, place customized orders and file warranty claims. "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," says 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."

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