How ConstructConnect drives 28% higher conversions and faster onboarding with Dialpad

Backed by over a century of industry experience, ConstructConnect is on a mission to make the pre-construction process smarter, faster, and easier for the people building the world around us. From trade contractors and general contractors to building product manufacturers and distributors, ConstructConnect delivers the data, insights, and software that help teams across the commercial construction industry find, bid on, and win the right projects.

“We help the people who build our communities—schools, hospitals, roads, bridges—find and win more work,” says Terah Volpenhein, Chief Revenue Officer at ConstructConnect. She leads all customer-facing teams, including business development, sales, customer success, onboarding, training, and support.

With a headquarters in Cincinnati, OH, and teams distributed across the U.S. and Canada, ConstructConnect needed communication tools that could keep up with a hybrid work environment. “Despite our team being spread out, the most important thing for us is making sure they can serve and support our customers effectively from anywhere,” says Terah.

To support rapid growth, high-volume outbound calls, real-time coaching, and seamless collaboration across departments, ConstructConnect turned to Dialpad. What started as a telephony solution quickly became a cornerstone of their operations—enabling them to improve onboarding speed by over 40%, save 15% of enablement team time, and drive a 28% year-over-year improvement in inbound lead conversion rates.

“Dialpad isn’t just a phone system. It’s a platform that grows with us,” adds Andy Frank, Vice President of Sales Enablement. 

Outgrowing fragmented legacy systems with limited coaching visibility

Before Dialpad, ConstructConnect relied on a patchwork of disconnected systems for voice, call coaching, and analytics—systems that couldn’t keep up with the company’s rapid growth or hybrid operations.

The lack of visibility into calls made coaching and onboarding challenging. Without real-time insights, leaders had to manually review recordings or rely on anecdotal feedback, which slowed down rep development and made it harder to spot trends across teams. “Without a better solution, we risked losing leads, missed calls, and a harder time coaching and scaling our team,” shares Terah.

It wasn’t just about internal headaches. Without fast access to actionable insights, there was a real risk of slower response times for customers, many who were dependent  on ConstructConnect’s solutions to undertake critical projects.

Scaling ConstructConnect’s business, supporting over 800 employees across North America, and delivering consistent customer experiences demanded a unified communications platform with built-in Ai, real-time coaching capabilities, and seamless integration into their day-to-day workflows.

Building a unified, scalable communications hub

When it came time to upgrade their communications platform, ConstructConnect had a clear wishlist: an all-in-one solution that combined powerful coaching features, real-time insights, seamless Salesforce integration, and an intuitive user experience that their teams could manage without heavy IT support.

Dialpad checked every box—and then some. As a Google Cloud Partner, ConstructConnect can also use its Google Cloud Platform committed spend to purchase Dialpad, which was a big factor in the decision-making process.

ConstructConnect initially planned to roll out Dialpad later in the year, but a shift in business priorities meant accelerating the timeline by three months—right into their busiest season.

Thanks to Dialpad’s white-glove deployment team and strong internal alignment, they achieved that goal without missing a beat. “The rollout was seamless,” shares Terah. “And the feedback from our teams was overwhelmingly positive.”

Getting buy-in early was key. Andy emphasized how involving managers from the start—walking them through Dialpad’s features like Ai Live Coach and Ai Scorecards—made adoption faster and smoother. “We got total buy-in by showing managers exactly how Dialpad would make coaching and development easier,” he says.

Accelerating onboarding, coaching, and productivity

For ConstructConnect, onboarding and coaching are core parts of driving team success and having a positive impact on customer service. With Dialpad, they’ve been able to speed up and standardize both of them.

Before Dialpad, new hires could take four to five months to fully ramp‌ up. Now, that timeline is closer to just three months, nearly a 40% reduction in ramp time. 

"Dialpad has helped us work smarter,” says Andy. “By giving new hires access to real call recordings, Ai Live Coach cards, and Ai-powered scorecards, we can make people more confident and customer-ready, much faster.”

They didn’t only improve ramp-time. Andy estimates his team has gained back about 15% of their time each day, time they now reinvest in targeted coaching, development, and strategic projects.

Ai Live Coach Cards give reps on-the-spot guidance during live calls, helping them handle objections and deliver consistent messaging. Meanwhile, Ai Scorecards and searchable transcripts let managers quickly review performance, identify trends, and scale coaching across their distributed teams.

"It’s about giving everyone—from a brand-new hire to a seasoned rep—tools they need to have better conversations,” Andy adds. "Dialpad helps us coach smarter, move faster, and create a better experience for both our team and our customers.”

A 28% year-over-year increase in inbound lead conversion rates

Since rolling out Dialpad, ConstructConnect has seen measurable improvements across its sales and customer success teams.

Thanks to smarter coaching, better visibility, and more consistent conversations, ConstructConnect achieved a 28% year-over-year improvement in inbound lead conversion rates—a major win for their entire go-to-market strategy.

“For example, last month alone, we had a 28% year-over-year improvement in our conversion rates for inbound leads,” says Terah. “Dialpad played a key role in helping us bring coaching, scorecards, and process standardization to life.”

Live call transfers are now seamless, allowing BDRs to instantly connect leads with sales consultants. No more dropped calls, missed opportunities, or juggling schedules. Meanwhile, Dialpad’s intelligent call routing ensures fair distribution and faster response times—critical for a business built on high-volume engagement.

Ai Live Coach Cards are also giving reps a confidence boost during calls, especially to newer hires that are still building their product knowledge. "Ai Live Coach Cards allow our reps to have the right conversations and add value on every call—even when managers can’t be right next to them,” says Andy Frank, Vice President of Sales Enablement.

Operational excellence across the content team

While ConstructConnect’s sales teams have seen major gains, the content team—160 people strong—has also changed the way they work thanks to Dialpad.

Every day, Morgan Stinson, ConstructConnect's EVP of Business Operations, and her team make hundreds of outbound calls to architects, contractors, and engineers, gathering critical project updates for ConstructConnect’s customers. With Dialpad, they’ve been able to work smarter and move faster.

One simple but powerful shift? Reps can now add real-time notes to every call, making it easy to reconnect with sources and keep conversations moving without missing a beat. No more scrambling when someone calls back, because project information is instantly at their fingertips.

The team also leverages strategic insights surfaced through Dialpad’s call analytics, helping them identify the best times to call, spot trends in messaging, and continuously refine their outreach playbooks.

“Dialpad allows us to dig deeper into our calls without needing to manually review hundreds of recordings,” says Morgan. “We can see what’s working, where we’re winning, and how to coach our team to be even better.”

Features like whisper coaching have been a game-changer for new hires. Managers can jump in discreetly during live calls to guide reps in real time—boosting their confidence and accelerating skill development without disrupting the customer experience.

Across the board, Dialpad has helped the content team increase efficiency, deliver faster project updates to customers, and lay the foundation for career growth in ConstructConnect.

Strengthening communities through better connections

At ConstructConnect, success exceeds the number of calls made or deals closed. It’s measured by its customers' impact on the communities it serves.

With Dialpad, ConstructConnect’s teams can reach more customers faster, have stronger conversations, and help construction professionals win the projects that build the world around us—from schools and hospitals to roads and bridges.

“Our customers are extraordinarily busy, out in the field building our communities,” says Terah. “Dialpad helps us connect with them more easily than ever, giving them the answers they need when needed, without delays or friction.”

Andy shared how these faster, more effective conversations create a powerful ripple effect. “Every time we help a customer win a bid, we know we’re helping shape a part of a community. That’s the reward for us.”

And for Morgan’s content team, real-time insights mean faster, more accurate project updates, ensuring that ConstructConnect’s customers have the critical information they need to plan smarter, bid confidently, and grow their businesses.

“Dialpad makes it possible for us to support our customers at every stage,” says Morgan. “The better we serve them, the stronger our communities become.”

Looking ahead: Continuing to grow with Dialpad

With a smooth rollout behind them and strong adoption across teams, ConstructConnect is now focused on scaling even further with Dialpad.

The team is already expanding its use of Ai-powered features like scorecards, Ai Live Coach Cards, and Custom Moments to drive smarter coaching and deeper insights across departments. With Dialpad’s flexible platform, they’re able to scale operations seamlessly, supporting a distributed workforce of more than 800 employees across North America.

“There’s so much more potential we’re excited to tap into,” says Terah. “Dialpad gives us the tools we need to keep improving, keep growing, and stay connected to our mission of serving the people who build our communities.”

With strong ongoing support and shared goals for innovation, ConstructConnect is confident that Dialpad will continue to power their success today, tomorrow, and beyond.