How Wayfair utilized Tenfold and Ambition in parallel to get better data, and boost their employees productivity
Tenfold + Ambition
- Founded in 2002
- Headquartered in Boston, Massachusetts
- Employees – 5,000+
- Wayfair is one of the world’s largest furniture and home décor providers. They offer more than seven million products, and connect with individual consumers, as well as small and large scale businesses
- Tenfold: 740 Users
- Ambition: 160 Users
Tenfold ROI: Maximizing Productivity
- 2,350,837 calls logged
- 71,869 hours of talk time
- 77,227 employee hours saved
- Productivity lift from Tenfold was equivalent to 100 additional sales employees over the course of one year
Ambition ROI: Maximizing Effectiveness
- 100 percent increase in sales revenue-per-rep
- 100 percent increase in daily outbound call communication in some teams
- 100 percent alignment on completed sales activities
Why Wayfair Chose Tenfold & Ambition
Modern sales teams live in a data-driven business world. Wayfair needed a team of forensic data scientists to find their sales team’s call data and critical sales KPIs, which were buried deep within their phone system. Inaccessible data inhibited their ability to ascertain next steps for growing sales headcount and structuring teams and processes.
Wayfair wanted systems that were compatible with their existing telephony and CRM. They didn’t want to sink a significant amount of money into an additional IT investment in order to make a solution work. Therefore, they wanted the solutions that would allow them to capture the most amount of data with the least amount of friction. After moving to Salesforce.com, Wayfair found two tools that would give them that information: Tenfold and Ambition.
According to former VP Sales Joel Stevenson, Wayfair felt the data purity from Tenfold would be “superior to any alternative because the interface was so much better.”
The rationale – Wayfair’s sales reps liked the user experience with Tenfold the most. And in Wayfair’s experience, the more reps like a system better, and the less intrusive it is to their day, the more likely they are to use it.
“The whole goal of the system is to get reps to use it to ensure the underlying data is in our system.” Stevenson explains.
That goes for managers as well as reps. Travis Huff and Stratton Glaittli both cite exceptional UI as a key value-add for Ambition as well. “We love Ambition at Wayfair. It has given us a highly visible way to drive sales activity and accountability on the sales floor while having fun doing it.” Says Huff.
Glaittli agrees – spotlighting ease-of-use as a critical feature for busy sales managers who need instant on-demand reporting. “Ambition streamlines sales reports with simple, real-time views into daily rep activity. I love the ability to set goals for individual reps with quick, easy ways to view their progression.”
KPI Quality and Visibility
Prior to Tenfold and Ambition, Wayfair lacked good measurement of activity. Former VP Sales Joel Stevenson found it “very hard to drive accountability without metrics and visibility.”
With Tenfold and Ambition in place, those issues are extinct. “Ambition is an amazing tool for sales teams interested in driving the science of sales and closing more business. I love watching our sales reps keep track of the TV feature in Ambition. Everyone knows where everyone else is at and has driven the best of competition on the sales floor that has led to higher sales.” Travis Huff. Director, B2B Sales.
Tenfold and Ambition enabled the move from a more transactional organization to a strategic one, thanks to actionable, visible sales performance analytics and easier ways to establish positive sales culture on Wayfair’s sales floor.
Glaittli credits Ambition with keeping reps accountable toward outbound activity.“We have a large projector over the sales floor that showcases KPI leaders and keeps activity top-of-mind. The ability to set up instant challenges and fantasy competitions has been a game-changer.
IT-Free Data Integration
Wayfair chose Tenfold and Ambition because both systems enabled them to leverage their existing telephony, access the access metrics to manage teams, and get data in and out of systems without involving IT or building additional engineering resources.
As of September 2017, Tenfold powers all voice communication between Wayfair and its customers. When Wayfair team members want to place a call to a customer, they use the Tenfold system to do that. When a call comes inbound, they use Tenfold to answer.
Each call is automatically logged to Salesforce, with specific details regarding call length, whether the contact was inbound or outbound in its origin, and so forth. Ambition then tracks, quantifies and displays key call metrics on real-time dashboards, public leaderboards, team contests, and TVs that encompass Wayfair’s entire B2B sales team.
Tenfold and Ambition have combined to produce a multi-level impact on Wayfair’s sales organization. “More effective and productive reps, excellent manager visibility into what’s happening on their sales floor, and proactive team coaching.” Says Huff.
Download This Case Study in PDF