See how Transinsa uses x-bees to reduce missed calls, prioritize urgent patient transport and transform coordination center efficiency
Transinsa provides medical transport services throughout Asturias and has been operating in the area for 30 years. The company has a fleet of more than 300 vehicles, employs a workforce of 500 and handles an average of 1,000 trips per day. They are the concessionaire of patient transport services for the Asturian Health Service, managing both emergency and scheduled patient transport services for the public and private sectors.
Transinsa operates a central ambulance coordination center, from which it manages the daily distribution of scheduled patient transport services, which account for 75% of its operations. This service is essential for local citizens, so maintaining fluid, professional and fully transparent communication is vital.
The big challenge: coordinating critical calls and improving the patient experience
Recently, Transinsa identified its main challenge: improving information channels with patients and the other organisations they work with daily to strengthen relationships and enhance service quality through better coordination.
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: Who is calling us, and why are they calling? After reflecting on this, they realized that their physical PBX had become obsolete, and they needed a solution that could meet their current needs and address ongoing developments.
The primary Wildix services Transinsa is using are those that integrate artificial intelligence with 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.”
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, Transinsa has addressed one of its most critical issues, 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 and could have been higher) to just 7% this month. The improvement has been meteoric.”
Close support with IPCom Asturias, Wildix Gold Partner
Wildix has tailored each of its solutions to Transinsa’s specific needs, creating a competitive advantage in a line of work where critical moments often arise. For example, the ability to create different call queues in the PBX. This ability enables part of the fleet to continue operating with a conventional call queue, handling non‑urgent daily services. Contrastingly, the rest of the fleet is dedicated exclusively to direct calls for vehicles in emergency situations.
Transinsa highlights the excellent work of IPCOM Asturias, a 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 the new features they are adding: the goal is to notify ambulance technicians when the Ambulance Coordination Center assigns a new service. Previously, they sent an SMS to the technician’s device and 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
