Customer Stories
How Stax powers $10 billion+ in transactions—and keeps over 200 employees connected worldwide
Stax is known for providing over 22,000 businesses of all sizes with an all-in-one payments API, helping organizations manage their payment ecosystems and analyze data through fully integrated solutions. The company is growing fast, with offices across the United States and expanding around the world—with over 200 workers to keep connected, communication is essential.
With the growth the company was seeing, Stax needed a business phone system that could scale to keep up with it, and their existing solution just wasn’t cutting it. Not only that, but they couldn’t always access customer service when they needed it—Stax’s growing customer base made it a 24/7 business, and it needed 24/7 customer support to keep up.
Could they find a solution that met all their communications needs... while scaling with their growth and providing 24/7 support?
Yes they could
Meet Wendy Meli, Information Systems Manager at Stax. Other than managing their IT infrastructure and services, one of her biggest tasks is supporting Stax’s explosive growth while staying ahead of future initiatives.
After finding Dialpad, Wendy knew it was the right solution for Stax’s needs. Not only did it check off every box on the company’s wishlist, it had some added features that made it even more appealing.
With the HubSpot integration, Stax’s team could automatically log inbound and outbound calls as well as save notes and tasks to contacts, drastically improving organization and efficiency.
When Stax started using Dialpad, they had help every step of the way from Dialpad’s Product team. This helped the company get started using (and loving) all of Dialpad’s features quickly, so they could make the most of their new cloud phone system.
"Improved operational costs and drastically increased efficiencies”
Upon switching to Dialpad, Wendy and the rest of the team at Stax found a wide array of features to love. For Wendy, it's the robust admin portal. For managers, it's the analytics tools, especially the new call journey feature. Other team members love flexibility of the app, call transferring, and the HubSpot integration.
Whenever there’s a need to change the call routing or update IVR records, Wendy can do it easily in just a few clicks. Before, she wasn’t able to do any of those things.
She also has the ability to make changes to her users’ accounts in real time with the admin portal, like buying and implementing new toll-free numbers in a matter of minutes:
From an IT perspective, Wendy has been thrilled with all the tools Dialpad provides.
Troubleshooting has become significantly easier now that Wendy and her team can use Dialpad to remotely assist agents with proxy login, screen-sharing and real-time assist cards.
Making customers happy
Dialpad has transformed how Stax’s customer support team works, thanks to easily customizable call routing. Whenever a customer calls, they’ll be directed to the right agent for their needs, which helps save time and keep the callers happy.
Dialpad’s analytics tools have also helped the customer support team. In the past, determining when they’d need extra hands on deck was a challenge. Now, with the heat mapping tool, it’s easy to see when they typically get the most callers and can plan ahead. With the team expanding internationally, that was a major need.
Making the sale
Similarly, the sales team has been making the most of the analytics and Dialpad Ai's features. With its real-time assist cards, they can get automatic reminders based around keywords they need to use or strategies to drive sales.
Working from anywhere around the world
As Stax grows and expands worldwide, the ability to work remotely becomes increasingly important. That’s why the team was thrilled to learn that Dialpad not only provides numbers for countries around the world, but also makes it easy for employees to work from anywhere.
This became even more important during the COVID-19 pandemic, when employees had to switch to working remotely. With Dialpad, Stax’s employees could bring their business phones with them anywhere. On the go? Dialpad has a mobile app. At the computer? There’s a desktop app too. They can even access Dialpad from any web browser, so they’re never out of reach.
Plus, it gives the team more transparency and visibility into what everyone is working on while they’re working remotely.
For employees working remotely overseas, managers working in a local office, and everyone in-between, Dialpad has helped improve communications and efficiency throughout Stax. If your business needs the same support, try Dialpad’s 14-day free trial and see firsthand how good it gets.
