Customer Stories

Dialpad enables WeWork’s Scalability in Distributed Workforce

WeWork is an American company that provides shared workspaces for startups and services for entrepreneurs, freelancers, startups, small businesses and large enterprises.

We spoke with Chad Pierce, Head of Building Technology, to gain insight on how Dialpad has assisted in the mass transition of in-person shared workspaces, to a now distributed workforce.

For the past five years, Pierce has been responsible for the design, set up, and operation of the technology across 755 WeWork buildings, as well as the infrastructure that supports it. His team connects each building to the WeWork network, ensuring users are connected securely while simultaneously ensuring they have the necessary bandwidth to operate effectively.

Before moving over to Dialpad, WeWork used a legacy business phone system where they provided licenses to every employee. In addition to all 1,500 users, every one of their conference rooms had a conference phone, as well as the front desk. They were looking to reduce operational costs, which was one of the main reasons WeWork made the switch over to Dialpad. Another reason is the ease of administration, as the management of the phone lines through Dialpad’s admin portal was a huge step up from the previous business phone system they were using. 

“One of the nicest parts about the migration to Dialpad, was the hands-on management and customer service we got from the whole team.”
Chad Pierce
Chad Pierce
|
Head of Building Technology, WeWork

As WeWork moved its sales team away from legacy desk phones to cloud-based softphones, it was a straightforward transition using Dialpad’s Talk product, allowing them to continue working productively and scale quickly throughout the current climate. To streamline data-driven analytics, Dialpad allows WeWork to be able to visibly see when lines are being used, proving to be a tremendous asset now being able to discover the data behind each call. 

“The management of the phone lines through Dialpad’s admin portal was a huge step from the previous business system we were using.”
Chad Pierce
Chad Pierce
|
Head of Building Technology, WeWork

Dialpad’s advanced spam blocking technology is also an asset for WeWork who would otherwise be inundated with calls to all of the phones across offices. Dialpad uses both an automatic spam blocking system and individual user settings that provide custom control over how calls to your Dialpad number are handled. 

“I receive a lot of spam on my desk phone line, and Dialpad’s spam shield does a great job of stopping it. I never see it until I log in which has been great in my day-to-day efficiency.”
Chad Pierce
Chad Pierce
|
Head of Building Technology, WeWork