Dialpad × James River Equipment
Dialpad x James River Equipment, 75% fewer repeat trips with two-way screen share
75% reduction in repeat customer trips
Disorganized personal-phone workarounds to structured, AI-assisted customer calls
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Why it works
The story anchors on a concrete, counterintuitive metric: screen sharing on a phone call cuts physical truck rolls by 75%, which translates directly into customer downtime and dealership cost. The mechanism is specific enough to replicate: a browser-based screen share link, no app install, lets customers show the exact part on the machine while the parts rep pulls up the catalog. The frontline quote about using a personal cell phone to send photos establishes a credible before-state without overstating it.
Steal this
Lead the mechanism before the metric. The story explains exactly how screen sharing works (browser link, no app, two-way view of the parts catalog) before citing the 75% figure, which makes the number feel earned rather than asserted.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Dialpad's published work; we link to the source and lead with our analysis.