The Problem
Inefficiency in call routing and workflow
The complexity of services (sales, support, finance) made it difficult to route calls correctly. The lack of an integrated ticketing system forced operators into manual handovers between departments, slowing request resolution and increasing the risk of errors.
Gaps in monitoring and data control
The absence of tools to view real‑time performance and targeted statistics prevented managers from identifying issues and organizing teams based on objective and historical data.
Risk of losing leads and contacts
Without centralized management of missed calls and automatic recalls, the company risked overlooking potential customers. Operations were fragmented across too many tools, compromising post‑sales support quality.
The Solution
Dashboard UI
A single interface to manage answering, holding and collaboration, centralizing all PBX functions in one screen.
Call group management board
An intelligent list that tracks missed contacts and updates in real time, removing entries once the customer is called back.
Wallboard
Real‑time panels to display operator performance and redistribute workloads across call groups.
Sms-board
The system retrieves caller data and auto‑fills forms, allowing tickets to be opened and assigned to departments with one click.
The Benefits
Maximized operational efficiency
Reduced handling times thanks to a unified interface that eliminates switching between different software.
Outstanding customer experience
Faster, more targeted responses thanks to immediate customer identification and request history.
Zero lost leads
Guaranteed callback for every missed call, turning potential issues into sales or support opportunities.
Data‑driven supervision
Full control over team performance through statistics and wallboards, enabling decisions based on real, up‑to‑date data.
Beyond integrations
Tailor‑made solutions: a custom setup was designed for De Stefani, segmenting the PBX according to the company’s various services.
System scalability: A flexible structure ready to support new branches or additional departments.
Collaboration integration: Direct access to all Wildix functions (chat, video, presence) within the same operational dashboard.
Our collaboration with De Stefani spa
In collaboration with Diginet1, we supported De Stefani, a historic company in the Romagna region, in evolving its communication processes. Together we implemented advanced Wildix integrations enabling the three Mercedes dealerships and the workshop to connect sales flows with financial, insurance and full post‑sales services. This technological synergy transforms the PBX into the company’s operational engine, ensuring high‑value service and smooth management of every commercial and technical activity.
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