Customer Stories

How Westward360 keeps contact centers from the US to the Philippines connected

Is there anything quite as stressful as sorting out living situations? Whether you’re looking for a new place to live or dealing with landlords, it can be a nerve-wracking situation. The last thing anyone wants is poor communications making things worse. So if a property management business can help make the experience easier for customers with better communications, they should.

That’s why it was important for Westward360 to have a good communications system. With an offshore team in the Philippines and a core team in Chicago, they needed to be able to stay connected and keep their contact center running smoothly.

For Jude, Westward360’s Business Operations and Intelligence Manager, that meant a lot of juggling while overseeing the customer service and customer experience team. His first goal? Get his team the tools they need to provide customers the best experience possible.

That required a business phone and contact center solution of the highest caliber (you know the one).

“Great from the get-go”

It didn’t take long for Westward360 to switch to Dialpad. Even though the team was on landlines before, porting over the numbers was almost surprisingly quick (well, surprising if you’re not familiar with Dialpad and how seamless porting numbers can be).

While Jude was bracing for all sorts of issues companies usually face when transferring numbers over, they just didn’t have any this time. No issues, no disruptions.

“With the seamlessness of getting everything transferred over, I don’t even recall any major issues. We didn’t have trouble porting numbers over, and it wasn’t disruptive at all.”
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Jude Tungul
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Business Operations and Intelligence Manager

Afterwards, the team quickly picked up on how Dialpad works and hit the ground running. 

“Dialpad has a very low learning curve. Very easy to pick up without any formal training to figure out how to use it. The usability was great from the get-go.”
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Jude Tungul
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Business Operations and Intelligence Manager
“It’s been a very easy transition for not just our CSR (customer service rep) team, but anyone in the organization.”
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Jude Tungul
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Business Operations and Intelligence Manager

The contact center gets untangled with a super easy-to-customize phone tree

After switching to Dialpad, Westward360 was able to make some big improvements to its contact center. Perhaps the biggest came from an unexpected place: the phone tree.

Before, Westward360’s phone tree was overly complicated—a tangled mess of roots and branches—and it led to bottlenecked calls and a disorganized experience.

Now, they have a new phone tree that incorporates four new contact centers and a support line department. This is amazing for the team, since it allows them to have dedicated teams and agents for specific support—no more sending customers back and forth to talk to the one person who’s an expert at sorting out payment issues or maintenance.

Whenever a call comes in, they can identify what the caller needs and direct them to the right person for the job, from maintenance requests to billing. That’s a relief for both customers and agents alike:

Routing

Speaking of billing, Dialpad’s analytics helped Westward360 allocate their teams to prepare for monthly rent-related questions. The analytics gave them a clear indication of when to expect residents to start calling in with questions about their latest bills, so they could prepare their teams and brace for the incoming calls.

If you’ve ever needed to contact a property manager about a bill, you know that’s a frustrating call to make—Westward360 helped alleviate the frustration by making sure the callers weren’t stuck on hold or agents were caught unprepared. 

“It’s been a really, really good experience,” notes Jude. “I don’t know if we’ve had as good an experience with any other tools like Dialpad.” 

More analytics, less time on hold

How does Westward360 know that Dialpad is working for them? They have the analytics to prove it. 

“Analytics keeps us drawn to Dialpad. The interface in Dialpad helps us immediately visualize how we’re performing—not to micromanage an individual, but to better understand things like call hold times.”
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Jude Tungul
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Business Operations and Intelligence Manager

Specifically, Dialpad’s analytics let Westward360’s team track their call volumes and hold times. Now they can see at a glance when they need extra hands on deck and make sure callers aren’t left on hold forever (no matter how catchy the hold music is)”

Heatmaps

Plus, they can also easily track the missed call rate and abandon rate, which helps Westward360 make sure they’re helping as many callers as they can (before they leave an angry review about not being able to reach anyone). 

“Now we see that we have a significantly higher call abandonment rate if we get, say, 300 to 350 instead of 200 calls a day. We can see what exactly happened here and how we predict for that to happen in the future. It helps us have the right team in the right areas.”
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Jude Tungul
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Business Operations and Intelligence Manager

11,000 Real-time Assistance recommendations for agents in a six-month span (!)

We don’t like to brag (okay, we do a little) but we’re particularly proud of our AI-powered Voice Intelligence (Vi). Westward360 has been making the most of Dialpad’s Vi technology, with Real-Time Assist (RTA) cards and Custom Moments to keep their agents in the know.

Westward360 uses the RTA cards as a training (and customer service) tool, since they can quickly provide agents with information as soon as a customer asks for it. When a customer asks a tricky question, they no longer have to go, “I… actually don’t know that one, sorry,” or stall for time as they quickly look it up. Vi automatically picks up on the question and pulls up the RTA card with the answer on the agent’s screen:

RTA Card

In fact, RTA cards have triggered over 11,000 recommendations for Jude’s team in just a six-month span.

“It’s really helped us build out the way we train CSRs and pulls up guidance for them right away as opposed to making them reach out to someone else.”
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Jude Tungul
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Business Operations and Intelligence Manager

Plus, keywords and phrases can be tracked with Custom Moments, letting teams see how often certain topics get brought up. What does that mean for Westward360?

Simple: it helps them tell what callers are asking about the most. Is there a new recurring question users have? Is there an upcoming event resulting in a surge of calls? Now it’s easy for them to tell and adjust training to make sure agents are ready:

Custom Moments

API: “Amazing Possibilities Introduced”

Before Dialpad, Westward360 didn’t have much in the way of APIs. (APIs, if you need a quick refresher, are interfaces that let multiple apps work together, like how an email app automatically adds a new meeting to your calendar app.)

For Westward360, the lack of APIs led to inefficient processes that took precious time—something had to change. 

“We have a property management software in our condo management side and a separate one for our rental side. So all of this information is in 100 different places, but Dialpad’s API with Zendesk lets us create something custom where, in a single place, we can see every single place where we had a touchpoint with the customer.”
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Jude Tungul
|
Business Operations and Intelligence Manager

With Dialpad’s APIs, the entire contact center experience has become much more seamless. (Yes, that’s an increase in a decrease of seams—Dialpad is just that good.) Westward360’s agents can now quickly find everything they need to know about a customer’s experience, from how long they waited to exactly what they talked about, without needing to switch between multiple tools. It’s all there and ready in Dialpad.

Now that Westward360 has switched to Dialpad, the team’s old contact center issues are far behind them. With more contact center teams, tools, and APIs at their disposal, Westward360’s contact center is primed for success.

Isn’t it time your contact center got a boost with analytics, Voice Intelligence, and a wide array of APIs? Try Dialpad’s 14-day free trial and see what a difference it makes.