Customer Stories

Azusa Pacific University shifts from in-person education to remote learning with Dialpad

Azusa Pacific University is a comprehensive Christian university that offers more than 150 degree options from bachelor’s to doctorate. They are committed to excellence in higher education. Offering a wide variety of programs online and on campus at seven regional locations across Southern California, APU continues to be recognized annually as one of America’s Best Colleges.

Rob Davis, Director of Personal Technology, currently manages several groups in the Azusa Pacific University IT Department. With their focus on customer service, they use technology to fuel solutions. With roughly 1,500 employees (a majority working remotely), APU needed a solution that could handle the massive transition to a distributed workforce.

What were some of the decisions that led you to choose Dialpad as your cloud phone business provider? 

“Out of all the different vendors in the cloud phone system space, there were a few reasons why we chose Dialpad amongst others,” Rob explained. “One being the innovation we saw with Dialpad. From the start, it seemed like you guys are intentionally continuing to build on your product.”

Ease of use was also essential to the team at APU. Not only did Azusa Pacific’s staff find Dialpad’s product easy to manage, but their end users found the product seamless and very easy to administer, noting that it “just works and is very intuitive.”

“We wanted to implement a piece of software that is built to integrate, and not something we need to build internally. Dialpad’s integrations did the work for us.”
Rob Davis
|
Director of Personal Technology

Before Dialpad, Azusa Pacific University used a legacy phone system and hadn’t had any exposure to telephony cloud-based solutions. Having cloud-native as a target, and adopting several cloud software products for education and business operations, APU wanted a telephony system that would match this strategy and work well with other cloud native software, such as Salesforce


How would you describe the process of getting on boarded with Dialpad?

“Dialpad’s support team was really flexible and encouraging throughout the process,” said Rob. “Not to mention the different resources and training the onboarding team provided to us when we were getting started.”

Azusa Pacific University was looking for additional functionality to enable better communication with current and prospective students. But when the shift to remote learning happened, APU saw an opportunity to gear up their employees and begin to embrace remote work with the help of Dialpad.

“When Dialpad offered free Dialpad Talk licenses, we really took advantage of that,” exclaimed Rob. “It was one of the reasons we were able to enhance our business.”
Rob Davis
|
Director of Personal Technology

Once Azusa Pacific started using Dialpad Talk, their remote IT Help Center handed their admissions teams Dialpad Talk licenses. IT was able to quickly set up a department for them within a week, allowing their students to answer phone calls remotely.

“We initially utilized Dialpad’s Sell product, but once we bought some additional Dialpad Talk licenses, we just couldn’t live without it,” stated Rob.”
Rob Davis
|
Director of Personal Technology

What feature helped your business become more efficient?

“When speaking to our admissions team, they were really impressed with Voicemail Drop and proved to be an amazing feature for them,” assured Rob.

Voicemail Drop allows a rep to drop off a call and automatically play a pre-recorded message, allowing them to call a new prospect, saving time and making calls more efficient. 

"Our admissions team makes calls to students every day,” Rob continued. “And instead of spending an additional 30 seconds or 2 minutes per call, they were able to save that time and still deliver the same friendly message."