Case Study: Wayfair achieves 30% increase in connection rate and doubles outbound call volume with Tenfold

Wayfair Increases Connection Rate by 30% And Doubles Outbound Call Volume Within One Month of Using Tenfold

Wayfair, one of the world’s largest furniture and home décor providers, faced buried phone-system data, limited visibility into rep activity, and low connection rates that hindered conversion and customer lifetime value. To avoid heavy IT changes, Wayfair selected Tenfold to bridge its existing phone system with its CRM and capture customer- and call-level data.

Tenfold deployed a 740-user solution with local presence, call dispositions, automated real-time reporting, team-based analytics and gamification; within 30 days Wayfair achieved a 30% increase in connection rates and doubled outbound call volume. Tenfold’s integration enabled 100% alignment on completed activities, faster, data-driven coaching, and measurable culture and performance improvements.

Wayfair

Joel Stevenson

VP of Sales