iService Powers Crowd Sourcing Campaign to Bring Back Popular Product

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One-to-One announced today a unique crowd sourcing project built around its iService customer interaction solution.

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One-to-One announced today a unique approach to managing interactive customer dialogues using its iService forms interface. The approach combines the power of the company's email response management platform with new iService features that capture customer input.

The approach was implemented by a leading provider of fishing lures manufactured completely in the USA. Their customers were frequently asking for discontinued lures, but producing a special run for a single customer was not feasible.

"In the past, there was little our client could do other than suggest an alternative product," said Scott Whitsitt, Founder and CEO of One-to-One "But the flexibility of our customer interaction platform, iService, has created an opportunity to conduct an interactive dialogue with thousands of customers."

The project began with a mass mailing campaign, powered by iService, that invited past customers to tell the company which products they would like to bring back. Recipients of the message were directed to an iService form that captured their interest and recorded the information in the iService CRM database.

iService business intelligence was used to determine the most popular responses, and an offer to get in on the special product run was distributed through the iService email management application. The results were clear within a matter of days. Customers responded quickly to the offer and were genuinely pleased that a manufacturer cared enough about their requests to offer this special run of a discontinued lure. The campaign generated an increase in online sales of over 50% for the month, and generated significant customer goodwill.

"Although there are plenty of products on the market to conduct outbound email campaigns, very few are capable of this level of interactive dialogue on such a large scale," said Whitsitt. "What makes this story unique is that our client was able to quickly conduct this research with very little setup and had results in a matter of days. The inbound email response management and flexible iService forms made the process very simple, and customers absolutely loved it."

About One-to-One
One-to-One is a leading provider of online customer service and marketing software (iService) that is easy to implement and even easier to use. iService routes and manages customer inquiries, captures a complete history of every customer interaction, provides a powerful self-help web site, and includes integrated email marketing capabilities (iCentives®). iService is available as an on-demand or on-premise solution and can be easily integrated with your existing web site.

Formed in 1997, One-to-One is a veteran in the email response management and eCRM industry. Located in Champaign, Illinois, One-to-One can be reached at 217.398.MAIL (6245) or on the Web at

iService, iCentives, the One-to-One logo, and the name One-to-One are registered trademarks of One-to-One, Inc.

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Scott Whitsitt

Joe Nuval