How Dialpad Built the Flexibility to Pivot Its Customer Engagement at Speed
Dialpad
Dialpad
1001-5000 Employees
Enterprise
1001-5000 Employees
Enterprise
Headquarters
San Ramon, CA
Headquarters
San Ramon, CA
Switched to Planhat
2025
Switched to Planhat
2025
HighlightED Processes
HighlightED Features
Dialpad is an AI-native omnichannel communications and contact center platform providing unified voice, video, and messaging solutions with intelligent insights for businesses to optimize customer and team interactions. With several post-sales motions running at once, the team needed a system flexible enough to move at the speed of the business.
Dialpad is an AI-native omnichannel communications and contact center platform providing unified voice, video, and messaging solutions with intelligent insights for businesses to optimize customer and team interactions. With several post-sales motions running at once, the team needed a system flexible enough to move at the speed of the business.
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Challenge
Dialpad runs a deliberately segmented CS organisation, with high touch teams, scale teams, and a blend of pooled coverage, because its customer base is too varied for one engagement model to fit. That structure is a strength, but it raises the bar for tooling: whatever the team runs on has to bend to several different motions at once. And the business context leaves no room for a slow, rigid enterprise rollout.
We're in a place where we just can't move too slowly. We need to be able to be super flexible and sometimes really just make big pivots in how we're engaging with customers and the expectations we have of our CSMs, and we need tools to help drive that efficiently across the base.”
“
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Dialpad runs a deliberately segmented CS organisation, with high touch teams, scale teams, and a blend of pooled coverage, because its customer base is too varied for one engagement model to fit. That structure is a strength, but it raises the bar for tooling: whatever the team runs on has to bend to several different motions at once. And the business context leaves no room for a slow, rigid enterprise rollout.
We're in a place where we just can't move too slowly. We need to be able to be super flexible and sometimes really just make big pivots in how we're engaging with customers and the expectations we have of our CSMs, and we need tools to help drive that efficiently across the base.”
“
Dialpad runs a deliberately segmented CS organisation, with high touch teams, scale teams, and a blend of pooled coverage, because its customer base is too varied for one engagement model to fit. That structure is a strength, but it raises the bar for tooling: whatever the team runs on has to bend to several different motions at once. And the business context leaves no room for a slow, rigid enterprise rollout.
“We're in a place where we just can't move too slowly. We need to be able to be super flexible and sometimes really just make big pivots in how we're engaging with customers and the expectations we have of our CSMs, and we need tools to help drive that efficiently across the base.”
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Solution
Solution
In the evaluation, leadership went in trying to find the question that would stump the Planhat team—the edge case, the process that wouldn't fit—but found that the flexibility of the data model meant that everything was in scope.
That just gave us a lot of confidence. That's the reporting and that accessibility that we need, and it continued to just show up throughout that process.”
“
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In the evaluation, leadership went in trying to find the question that would stump the Planhat team—the edge case, the process that wouldn't fit—but found that the flexibility of the data model meant that everything was in scope.
That just gave us a lot of confidence. That's the reporting and that accessibility that we need, and it continued to just show up throughout that process.”
“
In the evaluation, leadership went in trying to find the question that would stump the Planhat team—the edge case, the process that wouldn't fit—but found that the flexibility of the data model meant that everything was in scope.
“That just gave us a lot of confidence. That's the reporting and that accessibility that we need, and it continued to just show up throughout that process.”
Share
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Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
Outcomes
Outcomes
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The core promise for Dialpad is running several engagement models on one platform: configuring the tool differently for high touch, scale, and pooled teams so each motion gets tooling shaped to it, while leadership keeps consistency across the whole base. For instance, global filters mean that pulling up any segment and seeing what its customers are doing is instant.
Automations and workflows cue directly off the data, and it’s easy for the team to refine and iterate on processes.
To be able to roll the tool out specific to different CS teams and what their motions look like is really gonna help us as we wanna scale and drive those efficiencies, and consistency in how we're working with customers.”
“
The core promise for Dialpad is running several engagement models on one platform: configuring the tool differently for high touch, scale, and pooled teams so each motion gets tooling shaped to it, while leadership keeps consistency across the whole base. For instance, global filters mean that pulling up any segment and seeing what its customers are doing is instant.
Automations and workflows cue directly off the data, and it’s easy for the team to refine and iterate on processes.
To be able to roll the tool out specific to different CS teams and what their motions look like is really gonna help us as we wanna scale and drive those efficiencies, and consistency in how we're working with customers.”
“
The core promise for Dialpad is running several engagement models on one platform: configuring the tool differently for high touch, scale, and pooled teams so each motion gets tooling shaped to it, while leadership keeps consistency across the whole base. For instance, global filters mean that pulling up any segment and seeing what its customers are doing is instant.
Automations and workflows cue directly off the data, and it’s easy for the team to refine and iterate on processes.
To be able to roll the tool out specific to different CS teams and what their motions look like is really gonna help us as we wanna scale and drive those efficiencies, and consistency in how we're working with customers.”
“
Dialpad needed to run high-touch, scale and pooled CS motions without slowing down. Planhat’s flexible data model gave each team a way to work its own motion while leadership kept one consistent view across the customer base.
Share
Dialpad needed to run high-touch, scale and pooled CS motions without slowing down. Planhat’s flexible data model gave each team a way to work its own motion while leadership kept one consistent view across the customer base.
Share
Dialpad needed to run high-touch, scale and pooled CS motions without slowing down. Planhat’s flexible data model gave each team a way to work its own motion while leadership kept one consistent view across the customer base.
Share
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.