Transinsa manages critical calls in real time with AI and virtual agents, reducing missed calls and wait times with Wildix
Transinsa is a company dedicated to medical transport in Asturias with over 30 years operating in the region. They have a fleet of more than 300 vehicles, a workforce of 500 employees, and handle an average of 1,000 daily services. They are the concessionaire of patient transport services for the Asturian Health Service, managing emergency services and scheduled patient transport services for both public and private sectors.
Transinsa operates a central ambulance coordination center from where it manages the daily distribution of scheduled patient transport services, which account for 75% of their operations. This is an essential service for citizens, so maintaining fluid, professional, and fully transparent communication is vital for them.
The big challenge: coordinating critical calls and improving the patient experience
Recently, Transinsa identified their main challenge: improving information channels. On one hand, with patients, and on the other, with the entities they work with daily, thus achieving better relationships with them and improving service quality by properly coordinating the essential services they provide.
Our problem was that we act as a coordination center, not just a call center, so fairly distributing the workload among operators was very complicated for us. With the new x‑bees application, we managed to reduce waiting times and also have fewer missed calls.
Eva Salas
Controller at the Ambulance Coordination Center
Since the service they provide is urgent and essential, Transinsa faces critical situations daily where response times are decisive. Providing an immediate response was their main challenge; as Eva Salas points out: “We opted to implement call queue prioritization based on the urgency level of the call, and also each agent can take the calls they are most specialized in. This way, we have improved call flow and patient care.”
A smart PBX with AI and dynamic queue management
Before implementing the new communication channel, Transinsa asked themselves several questions: Who is calling us, and why are they calling? From this reflection, they realized that their physical PBX had become obsolete, and they needed a solution that could meet the current needs and developments.
The main services Transinsa is currently using are those that integrate artificial intelligence applied to calls. According to Fernando Benavides, Head of Operations and Coordinator of the Transinsa Coordination Center: “Until now, with the PBX we had, this didn’t exist, and x‑bees has given us the tool to create a fairly accurate summary of the call itself, the objectives discussed during that call, and a follow‑up action plan. This has completely changed our approach to handling the calls we regularly receive here.”
With Wildix, Transinsa has exponentially improved its productivity. On one hand, they are experiencing internal fairness in the distribution of calls, something that was previously impossible to achieve.
On the other hand, a very important issue to address: missed calls. Fernando Benavides gives us a concrete example: “With Wildix, in just one month we went from 18% missed calls (which was sometimes difficult to measure accurately or even could have been higher) to just 7% this month. The improvement has been meteoric.”
Until now, with the PBX we had, AI didn't exist, and x‑bees has given us the tool to create a fairly accurate summary of the call itself, the objectives discussed during that call, and a follow‑up action plan. This has completely changed our approach to handling the calls we regularly receive here.
Fernando Benavides
Head of Operations and Coordinator of the Transinsa Coordination Center
Close support with IPCom Asturias, Wildix Gold Partner
Wildix has adapted each of its solutions to Transinsa’s needs, creating a competitive advantage in this type of work where critical moments arise. For example, the ability to create different call queues in the PBX. This allows part of the fleet to continue working with a conventional call queue to handle non-urgent daily services, while another part is dedicated exclusively to direct calls for vehicles in emergency situations.
Transinsa highlights the excellent work of IPCOM Asturias, Wildix Gold Partner since 2024. As Fernando Benavides points out: “The experience with Wildix and IPCOM has been fantastic. Whenever you want to make a change of this nature, especially for a medical transport company that relies on communications, you need someone to accompany you on the journey, provide the support you require, be attentive to your needs, and offer quick solutions to any questions you may have during the PBX implementation.”
Looking ahead: new integrations to improve everyday operations
Transinsa’s satisfaction with Wildix has been widespread, as reflected in new features they are adding: The goal is to notify ambulance technicians when a new service has been assigned from the Ambulance Coordination Center. Previously, they sent an SMS to the technician’s device as well as an email to their secondary device. “Thanks to the use of the new Wildix platform and its integration capabilities, we have modified our technician notification process so that a virtual agent calls the technicians to personally inform them of a new service assignment, all without intervention from the Coordination Center’s service managers,” Transinsa adds.
To conclude, Fernando Benavides states: “I would recommend Wildix to other companies in the medical transport sector because it is a solution that adds value to the daily management of transport.”
Requirements
- Unified communications
- Advanced PBX
- ERP integration
- Artificial Intelligence
Value achieved
- 12% fewer missed calls
- Implementation of priority in call queues
- Reduction of waiting times
- Virtual agents for service assignments
This solution has been provided by the Wildix Partner
- IPCOM ASTURIAS SISTEMAS
- Poligono de Asipo, Edificio Asipo 1, Portal 3, Bajo 12, 33428 Cayes‑Llanera Asturias, Spain
- administracion@ipcomsistemas.es
- +34984281414
- ipcomsistemas.es
