How Wildix’s UCaaS Solution Eliminated Missed Calls and Automated Bookings
Fratelli Circosta SRL is a long-established car dealership based in Roccella Ionica (RC), operating since 1995. An official dealer of the Stellantis group, it offers new and used vehicle sales, authorised servicing, and solutions focused on innovation and customer experience.
The Problem — Too Many Missed Calls and Customers Forced to Call Back
Before adopting Wildix, Fratelli Circosta SRL faced a significant challenge in managing their phone lines, particularly within the workshop service department.
The company received a high volume of daily calls, struggling to respond promptly to all customers. This resulted in:
- Frequent missed calls, particularly for the workshop
- Customers having to make multiple calls to book an appointment
- Inefficient telephone waiting times and customer dissatisfaction
- Manual management of bookings, creating a heavy operational load for staff
- The need to integrate telephony with the Zucchetti Infinity management system, already central to business processes
With around 250 calls per day, the telephone system was a core part of operations but had become unsustainable without automation and integration.
The objective was clear: ensure an immediate response to every call, reduce manual tasks, and enhance the customer experience — without disrupting existing workflows.
The Solution — Intelligent Automation with Wilma AI and Management System Integration
To address these needs, Fratelli Circosta chose Wildix UCaaS, working with their trusted and established partner Tecnologieufficio.
The decisive factor was the adoption of the Wilma AI Voicebot, integrated via API with the Zucchetti Infinity management system.
Why Wildix
The key factors driving the choice included:
- Wilma AI Voicebot for automated handling of incoming calls
- Self-service booking for appointments (sales and service)
- Native integration with Zucchetti Infinity, automatically adding appointments to the schedule
- Intelligent call routing based on the requested brand, avoiding lengthy voice menus
- Secure-by-design system, essential for handling sensitive data
- Ongoing support and expertise from the partner Tecnologieufficio
The implementation was quick and straightforward: Wilma went live immediately and was gradually customised to the company’s specific needs.
To support internal collaboration, Fratelli Circosta also used x‑bees for video calls between locations, enhancing communication without time limits or technical complexity.
With the Wilma Voicebot, we have managed to eliminate missed calls and radically simplify appointment management. Today, customers receive an immediate response, and we work far more efficiently.
Vincenzo and Domenico Circosta
Directors — Fratelli Circosta SRL
The Result — Zero Missed Calls and Greater Operational Efficiency
Even in the first month of full implementation, the benefits were clear and measurable.
Key Results
- Missed calls eliminated
- Customer complaints about being unable to reach the workshop eradicated
- Bookings automated and always synchronised with the management system
- Reduced operational workload for staff
- Improved customer experience with no unnecessary waiting
Results in Numbers
Based on data collected over the past month:
- 1,580 incoming calls per week, all handled correctly
- 360 internal calls per week
- Approximately 400 outgoing calls per week
In a four-day sample, Fratelli Circosta managed 695 calls with zero missed, confirming the immediate impact of the solution.
Future Expansion with Wildix
Following the success of the first phase, Fratelli Circosta is already looking ahead:
- Extending Wildix to the other two group locations
- Further development of Wilma AI, including recognition of registered customers
- Integration of WhatsApp for both sales and the workshop
- Activation of new SMS automations to reach all customers
The approach is gradual yet strategic: starting with operational priorities and progressively leveraging the full Wildix ecosystem.
Conclusion
With Wildix and the partnership with Tecnologieufficio, Fratelli Circosta has transformed its telephone channel from a critical bottleneck into a strategic driver of efficiency and customer satisfaction.
Automation, integration, and security have enabled the company to eliminate missed calls, streamline processes, and build a solid foundation for future growth.
Requirements
- Handle a high volume of daily calls without any losses
- Ensure an immediate response to customers, particularly for the workshop
- Automate appointment booking for both sales and service
- Integrate telephony with the Zucchetti Infinity management system
- Intelligently route calls across 9 brands
- Reduce operational workload for staff
- Ensure security and protection of sensitive data
- Rely on a trusted and established partner for support and implementation
Value Gained
- Zero missed calls thanks to the Wilma AI Voicebot
- Improved customer experience, with no waiting or repeated callbacks
- Automatic bookings synchronised in real time with the management system
- Greater operational efficiency for sales and service
- Reduced manual workload for internal staff
- Intelligent call routing by brand and department
- Data security ensured through a secure-by-design architecture
- Future scalability, with the possibility to extend the solution to other locations and channels (WhatsApp, SMS)
The solution has been provided by the Wildix Partner
- Tecnologieufficio srl
- Contrada Difesa, 7, 88050 Caraffa di Catanzaro CZ, Italy
- commerciale@tecnologieufficio.it
- +3909611956342
- tecnologieufficio.it
