Since 1977, Sunstate Equipment Company has been a leading name in construction rental services, known for its quality equipment and commitment to customer service. With rental locations across the United States from California to Florida, the company has built its reputation on efficiency and reliability. At the core of its success is a dedication to meeting customer needs and a pursuit of innovative solutions.
Stephen Schleeper, Senior VOIP Engineer at Sunstate Equipment, has played a pivotal role in modernizing the company’s communication systems. Faced with a 20‐year‐old legacy system that lacked capabilities such as SMS, email and texting, Stephen knew that change was imperative. “Our old systems just weren’t cutting it anymore,” he explains. “We needed a solution that could bring us into the modern era and maintain the high standards our customers expect.”
When it came time to upgrade, Sunstate Equipment chose Dialpad for its advanced AI features. “What really drew us to Dialpad was its cutting‐edge AI capabilities,” Stephen shares. Unlike the outdated PBX systems, Dialpad provided features such as call recaps, transcriptions and smart analytics, transforming the way the company communicated. This upgrade was not just a technology switch; it was a strategic decision to enhance every customer interaction.
Dialpad’s AI‐driven platform quickly became an indispensable tool for the team. Stephen describes it as “like having an assistant for every call.” With Dialpad Ai, detailed information from previous customer interactions is available, reducing the time spent on calls. This has enabled the team to address customer needs more swiftly and effectively, elevating the overall customer and support experience.
The onboarding process was smooth and swift. “From signing the paperwork to full implementation, it took us just 10 weeks,” recalls Stephen. Dialpad’s team provided hands-on support during the transition, ensuring that everyone from the Contact Center to the sales team could use the new system immediately. This support was vital in helping the staff quickly adapt to Dialpad’s innovative features.
The impact of this transition has been profound. With Dialpad’s AI technology, Sunstate Equipment has realized a 25% reduction in call time. “Since integrating Dialpad, a typical four‐minute call has dropped to about three minutes,” Stephen says. The efficiency from immediate call recaps means less time is wasted repeating information; both customers and staff benefit from the streamlined process.
In addition to saving time, Dialpad Ai has improved the quality of customer interactions. With complete call histories and transcriptions, the team can provide personalized service without customers having to repeat their concerns. “Our team can immediately assist with what the customer needs, thanks to the detailed interaction history from Dialpad Ai,” Stephen notes. This efficiency speeds up service and builds stronger relationships. The results have been remarkable.
Another advantage has been improved team performance through Dialpad’s AI Customer Satisfaction feature. This tool gives immediate feedback on every call, allowing managers to identify strengths and areas for improvement. “AI CSAT has been a game-changer for us,” says Stephen. For new sales representatives, real‐time feedback is invaluable for learning, while experienced members benefit from targeted coaching based on performance.
Ai CSAT has also helped optimize training resources. Rather than a generic training approach, the company can focus on those needing extra support. This strategy ensures every team member can continuously improve, resulting in quicker, more knowledgeable service for customers. The cumulative effect has been a marked increase in customer satisfaction, further solidifying Sunstate Equipment’s reputation.
Looking ahead, Sunstate Equipment is eager to explore more features within the Dialpad platform. “We’ve just scratched the surface of what Dialpad can offer,” reflects Stephen. The success they’ve experienced so far has opened the door for further innovation, and the company looks forward to uncovering tools that streamline operations and enhance customer service. Each new feature is an opportunity to optimize how Sunstate Equipment serves its customers.
Sunstate Equipment’s journey with Dialpad shows the impact of modern communication technology on business operations. By embracing Dialpad’s AI features, the company has modernized its system and set a new standard for efficiency and customer engagement in the construction rental industry. As they innovate and adapt, Sunstate Equipment remains committed to providing top‐notch service, confident that each advancement brings them closer to excellence.
