BACKGROUND: Expedia, Inc. operates the Expedia.com online travel service in the United States with localized versions for travelers in Canada, Germany and the United Kingdom. To help customers travel right, Expedia provides the best combination of air, car and hotel bookings, vacation package and cruise offers, destination information and point-to-point mapping.

PLATFORMS: Expedia is using Xchange Dialogue for eMessaging in a Windows NT environment.

PROBLEM SOLVED: Xchange Dia-logue for eMessaging is being used by Expedia to send targeted e-mails to our customer base. This includes travel alerts (e.g., airline strikes) and promotional mailings.

PRODUCT FUNCTIONALITY: Xchange Dialogue has successfully met our functional requirements and our scalability needs. We plan to use new features that allow for richer content integration between our e- mail and our Web site.

STRENGTHS: The main strength of the Xchange Dialogue is scalability. We are able send extremely large mailings to our customer base.

WEAKNESSES: The main weaknesses of the product to date are the lack of an automated mechanism to add new audiences from our internal customer database and the lack of an automated mechanism to receive customer-level information on clickthroughs, etc.

SELECTION CRITERIA: Expedia's primary reason for selecting Xchange Dialogue was our level of comfort in its ability to scale to our growing e-mail needs.

DELIVERABLES: Xchange Dialogue produces detailed reports about each mailing including quantity sent, bounced, opened and clicked-through; counts of unsubscribes and responses; and a list of customers who requested to be removed from the mailing list.

VENDOR SUPPORT: Xchange, Inc. has provided ongoing support and actually hosts the product for us. The best part of working with Xchange has been their quick response to issues and flexibility in meeting our needs.

DOCUMENTATION: We have received little, if any, documentation for Xchange Dialogue.

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