Here’s how a leading communications technology company turned holiday gifting into a more thoughtful customer experience—while using Swag Pro to simplify the logistics behind it.
Dialpad has used Swag Pro for three years across customer appreciation, events, conferences, dinners, and other customer-facing initiatives. For Senior Customer Marketing Manager Sydney Perez, the goal is simple: create experiences customers remember.
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But holiday gifting comes with a lot of moving pieces, from international shipping to personalization to last-minute changes.
With Swag Pro, Dialpad created a bespoke holiday gift box that felt meaningful to customers without adding operational complexity for its marketing team.
“I wanted our holiday gifting to make an impression, and Swag Pro did a great job creating a process for that and helping us understand what our needs are,” Sydney says.
Creating a gift customers would remember
For Sydney, effective customer gifting starts with intention.
Rather than sending a generic branded gift, Dialpad built its holiday package around products with a personal connection to the company and its leadership.
The gift included:
- A premium Dialpad blanket
- Unreasonable Hospitality, a book recommended by Dialpad’s CEO
- A personalized note from the CEO
- Custom Dialpad holiday packaging
“I still get compliments on the blankets today,’ Sydney says. “With the note and the book, it felt like the whole package—like we’re setting up customers for a cozy Christmas.”
While the book wasn’t part of Dialpad’s branded holiday merchandise order, Sydney says they seamlessly added it to their inventory so it could be placed in boxes, thanks to Swag Pro’s customer-sourced order program.
The team also kept branding intentionally understated. Instead of putting a large Dialpad logo across every item, the blanket featured a subtle leather patch, while custom Dialpad holiday tape added a branded touch to the packaging.
WATCH Sydney’s video testimonial:
Personalizing the experience beyond swag
Dialpad’s holiday kit details were designed to make the gift feel personal. Sydney says she worked with her Swag Pro customer success team on bespoke touches to create the customer experience they envisioned.
For example, she specifically wanted the handwritten-style note positioned inside the book rather than arriving loose in the package, making it feel like part of the gift itself.
The CEO also added his signature and contact information to the cards, so customers would recognize his number when he reached out later to wish them a happy holiday.
While those touches required extra coordination at scale, Sydney says having an accommodating partner is critical to making holiday gifting feel special.
“We had a lot of last minute changes that required back-and-forth communication, but [Swag Pro] was always responsive and helped us figure out a way to make it work,” she explains.
Taking the complexity out of individual gifting
Personalized gifts are harder to execute at scale than bulk shipments. To run a successful holiday gifting initiative, Dialpad had to coordinate international destinations and delivery timing.
Swag Pro handled the infrastructure behind the campaign. Dialpad recipients redeemed their gifts through giveaway links and provided their shipping information, while Swag Pro managed fulfillment and individual shipments.
Sydney says it was valuable having a partner’s help in understanding international shipping parameters and costs upfront, including when local sourcing made more sense internationally.
“There are some things I just don’t know, so it’s made a big difference having a designated person to walk me through everything,” she says.
She also relies on Swag Pro’s drop-ship capabilities and order tracking to follow individual gifts from label creation through delivery.
When timing matters—as with holiday campaigns— Sydney says she leaned on her customer success manager’s input to compare delivery options and determine the best value.
The business impact
Stronger customer relationships
Personalized holiday gifts with notes from leadership help customers feel recognized as individuals.
More memorable brand experiences
Premium products and on-brand, holiday packaging create a cohesive unboxing experience.
Less operational lift
Redemption links, individual shipping, inventory management, and tracking simplify a complex gifting program.
Global fulfillment flexibility
Shipping visibility and international options help Dialpad manage customer gifting globally.
A repeatable gifting process
The same Swag Pro partnership supports year-round marketing outreach like customer appreciation days, events, conferences, and VIP dinners.
Customer gifting as a relationship strategy
For Dialpad, holiday gifting is about creating a moment customers remember. That means less time managing swag and more opportunity to make customers feel valued.
By combining thoughtful product selection and personalization with Swag Pro’s fulfillment infrastructure, Sydney can deliver a high-touch customer experience without managing every logistical detail herself.
“Every customer feels seen as an individual instead of a transaction,” she says. “It helps you stand out in their mind long after the holidays, all year round.”
