Growing logistics operations need communication systems that scale with distribution demands across every location.  A national logistics and supply chain organization was running on an aging, fragmented on-premises phone system with no CRM integration and limited Contact Center visibility. Partnering with Dialpad, they migrated 850 employees to a unified AI Voice and AI Contact Center platform in just 60 days, cutting telecom costs and improving service speed.

Customer Profile:

  • Company: National logistics and supply chain management organization
  • Industry: Logistics and Supply Chain
  • Locations: Corporate headquarters plus 12 regional distribution hubs nationwide
  • Employees: Approximately 850

Objective:

Replace an aging on-premises phone system, support a growing remote workforce, connect communications to Salesforce, and gain clear visibility into Contact Center performance—all within a strict 90-day deadline.

Discovery:

The customer’s legacy phone system created mounting challenges such as:

  • Frequent hardware failures and rising maintenance costs
  • No connection between phone systems and their Salesforce CRM
  • Limited visibility into Contact Center performance and customer trends
  • A 90-day window to migrate before their legacy carrier contract auto-renewed

Solution/Deployment:

Dialpad delivered an AI-powered voice and contact center solution built around the customer’s teams and workflows, including:

  • Dialpad AI Voice and AI Contact Center for corporate staff and customer service teams
  • Salesforce connection linking calls directly to CRM records
  • Live AI transcription and automated AI Recaps for every call
  • Two-week proof of concept for 50 agents to validate platform stability
  • Full deployment in 60 days—30 days ahead of the customer’s 90-day deadline

Customer Gain:

  • Unified Platform: Replaced disconnected legacy hardware with one secure, AI-powered Cloud solution
  • Reliability and Uptime: 99.99% uptime and one less system for internal IT to manage
  • AI-Powered Coaching: Live AI Coaching cards guide agents in real time, cutting average handle time by 18%
  • Connected CRM Data: Salesforce integration gives teams faster, more informed customer conversations
  • Deeper Visibility: AI-driven sentiment analysis gives leadership instant insight into customer trends
  • Operational Savings: Reduced total telecom spend by approximately 22%

Partner Gain:

  • Long-term recurring commission secured through the 850-seat deployment
  • 4X SPIFF on MRR, captured by closing the deal within a key promotional window
  • Strengthened credibility as a trusted technology expert for future Cybersecurity and Cloud conversations