Case Study: Wayfair achieves faster incident resolution and greater efficiency with Slack

Wayfair is right at home with Slack

Wayfair, a global home retail leader serving more than 22 million customers, turned to Slack in 2016 to replace its messaging software and support its 11,000+ employees. The company needed faster, more reliable communication and a better way to manage IT incidents, automate routine work, and help teams find information quickly at scale.

Slack implemented Workflow Builder, app integrations, Enterprise Grid, huddles, and Slack AI to streamline incident response and everyday collaboration at Wayfair. The results were strong: technical incidents dropped by 65% from 17 per month to 6, mean time to resolve end-user incidents fell 20% from 27 to 21 hours, first-assignment resolution topped 85%, employee tech software spend decreased 7%, and employees created 2,300 workflows to save time and work more efficiently.

Wayfair

Taylor Keck

Senior Engineer, Enterprise Solutions