WeWork connects 700+ buildings worldwide

WeWork is known for providing shared workspaces for startups and services for entrepreneurs, freelancers, startups, small businesses and large enterprises. As remote work becomes the norm, businesses of all sizes have begun using WeWork locations to provide employees across the country with places to meet and work.

Chad Pierce, Head of Building Technology, is responsible for the design, setup, and operation of the technology across WeWork’s 700+ buildings and 16,000 conference rooms, as well as the infrastructure that supports it. He knew that the Legal, Accounting, and Sales teams in particular needed to make and take calls frequently, so a reliable platform with robust calling features would help their work immensely.

Unfortunately, the legacy business phone system WeWork was using simply wasn’t, well, working for them. WeWork provided licences to each of their 1,500 employees, and every one of their conference rooms had a conference phone, as well as the front desk. Needless to say, that became very expensive.

It was time for a change.

Why Dialpad works for WeWork

Reducing operational costs was one of the main reasons WeWork made the switch over to Dialpad. The affordable, predictable, and all-inclusive pricing Dialpad offers made it an attractive choice, but the price point was only the start.

After dealing with a difficult-to-manage legacy phone system, Dialpad was so easy to work with it was almost surprising. It was much easier for WeWork’s team to manage all of their phone lines through Dialpad’s admin portal, and they could even get 24/7 support from Dialpad’s team every step of the way.

For instance, adding new virtual phone numbers used to be a lengthy process, but now they can do it in just a few clicks.

Contact center transformation: smoother operations, happier customers

When WeWork set out to consolidate its fragmented contact center, one requirement stood out: seamless Salesforce integration.

“Our sales and support teams live inside Salesforce,” Chad explained. “If we had to jump between platforms, it would have cut our productivity significantly. Having Dialpad fully integrated with Salesforce makes our teams super efficient.”

With Dialpad, reps click-to-call directly from Salesforce, log every interaction automatically, and use the power dialer to streamline outbound calls.

But efficiency isn’t just about speed—it’s also about better insights and smarter decision-making. WeWork’s teams are now testing call transcriptions in non-English speaking regions, particularly in Southeast Asia, to improve coaching and service consistency.

And for the first time, they’re able to measure and improve key success metrics:

• Improved NPS (Net Promoter Score)

• Lower abandonment rates

• Shorter handle times

“We weren’t measuring these before because we had so many different applications,” Chad said. “Now that it’s centralized, we can track and improve consistently.”

The impact goes beyond internal teams. Outsourced support teams now benefit from Dialpad’s coaching feature, helping managers maintain a consistent customer experience.

“Now, our managers have better insight into how our outsourced teams are performing and can track consistency across the board,” Chad noted.

Eliminating 200 cell phones: Major cost savings and messaging adoption

For years, WeWork employees needed corporate cell phones just to send business-related text messages—a costly and inefficient workaround. That’s all changing with Dialpad.

“We’re poised to eliminate 200 corporate cell phones because now, our teams can text directly from Dialpad,” Chad said. “That alone is going to bring us major cost savings on 200 lines of service.”

Beyond cutting costs, WeWork’s teams have fully embraced Dialpad’s built-in messaging. With 92,000 messages sent per month, internal communication is faster and more seamless than ever.

By consolidating calling, messaging, and contact center operations into one unified platform, WeWork has eliminated redundant tools and boosted efficiency—without sacrificing functionality.

Looking ahead: Global expansion and more Ai innovations

Dialpad has become a key partner in WeWork’s global expansion, helping the company scale its operations efficiently.

In the last year, WeWork has expanded its contact center into Southeast Asia, with Latin America next in 2025. With Dialpad’s seamless platform, they’re set up for success as they continue to grow across new regions.

“Dialpad is reliable. It’s seamless. It just works. And we know the support is there when we need it,” Chad said.

Beyond expansion, WeWork is also looking forward to leveraging Dialpad’s latest Ai advancements to enhance both customer and employee experiences. From smarter automation to deeper insights, Dialpad’s innovation will help WeWork stay ahead of customer needs while improving internal efficiency.

As WeWork continues to evolve, Dialpad remains a trusted partner, ensuring that no matter where in the world work happens, communication is always seamless.