Case Study: Ferris State University achieves faster call handling and stronger student relationships with Tenfold

Ferris State Admissions Builds Better Student Relationships with Tenfold

Ferris State University’s Admissions Office, responsible for high-volume outreach and support (200–500 calls per day), struggled with fragmented student data across Banner and Salesforce, making call logging slow and repetitive. Seeking a solution that would integrate with Salesforce without changing their Avaya phone system or existing workflows, they evaluated and selected Tenfold’s CTI platform.

Tenfold implemented a user-friendly CTI that provides a Salesforce popup, click-to-dial, in-call note-taking and automatic call logging, plus a dashboard for call analytics; implementation was quick and support responsive. As a result of Tenfold, call handling times dropped from about three minutes to 1–2 minutes, recruiters report higher productivity and fewer dialing errors, more students are reached, and up-to-date call notes now live in each Salesforce student record for better relationship-building.

Ferris State University

Jessica Davison

Coordinator for Communications and Visitor Services