Success stories

EuropeSIP, together with its partner Evolutio, has been selected to manage the maintenance and licensing contract for the digital portals of the Integrated Social Services Management (GISS), a critical system for the administration of social services in Spain.

Challenge
GISS operates high‑performance digital portals that allow citizens and professionals to manage administrative procedures related to social services.

These platforms receive thousands of daily visits and are essential for the delivery of public services nationwide.The complexity of the environment — infrastructure based on HCL technology, high user concurrency, and strict availability and security requirements — required a specialized technology partner capable of ensuring operational continuity, updating licenses without service impact, and optimizing the performance of platforms that cannot afford downtime.

EuropeSIP, in partnership with Evolutio, assumed the end‑to‑end management of the GISS portals, contributing specialized expertise in HCL Digital Experience to support platform maintenance and continuous evolution.

The work focused on three key areas:

• License maintenance and updates: management of the HCL software lifecycle, ensuring platforms consistently operate with stable, secure, and vendor‑supported versions.
• Specialized technical support: real‑time incident management and resolution, proactive environment monitoring, and rapid response to critical situations that could affect service availability.
• Performance optimization: infrastructure tuning to ensure scalability during demand peaks, improved user experience, and compliance with the stringent security standards required for Public Administration platforms.

The result is a more stable, secure, and growth‑ready digital infrastructure, enabling GISS to continue delivering essential services to thousands of citizens across Spain with maximum reliability.

The Provincial Council of Teruel had an established HCL Domino platform but needed to adapt to the Spanish public administration’s new secure access requirements.

Employees and citizens needed to be able to access internal services using officially recognized digital identity mechanisms: certificates from the FNMT and the Spanish government’s @Clave system. In addition, the existence of multiple applications and portals created friction in the user experience by requiring repeated authentication, and the version of HCL Domino in use needed to be updated to ensure support, security, and access to the platform’s latest features.

EuropeSIP designed and implemented a comprehensive modernization and secure access solution on HCL Domino:

• Web-based authentication using FNMT digital certificates: integration of access through a recognized digital certificate, allowing employees and authorized users to authenticate using their National Mint and Stamp Factory certificate directly from the browser, without the need for a heavy client application.
• Integration with @Cl@ve: incorporation of the government’s electronic identification system, enabling access via Cl@ve PIN and Cl@ve Permanente methods, in line with public administration interoperability standards.
• Single Sign-On (SSO): implementation of SSO across the Domino ecosystem, eliminating the need for multiple authentications when navigating between applications and portals, improving the user experience and reducing credential exposure.
• Upgrade of HCL Domino to the latest version: controlled migration to the most recent version of the platform, ensuring service continuity, compliance with security requirements, and access to the latest functional and performance improvements.

The result is a modernized platform aligned with Spanish public administration digital identity requirements, providing more secure, seamless access in compliance with current regulations.

Correos y Telégrafos operates a mission-critical technology infrastructure that supports millions of daily operations nationwide.

Its IBM WebSphere Application Server platform, a central component of multiple digital services, faced challenges related to stability, performance, and scalability that impacted operational continuity. The complexity of the environment—featuring multiple deployed applications, heterogeneous integrations, and high concurrency—required a specialized team capable of diagnosing complex incidents, reducing response times, and ensuring service availability.

EuropeSIP integrated as part of the technical team at Correos y Telégrafos, providing expert-level experience in IBM WebSphere Application Server to support the platform’s continuous optimization.

• Our work focused on three key areas:
• Diagnosis and resolution of complex incidents: analysis of performance issues, memory leaks, deadlocks, and connectivity failures in production, significantly reducing resolution times.
• Environment optimization: JVM tuning, thread pool management, data source configuration, and cache policy review to improve overall platform behavior under load.
• Knowledge transfer and stabilization: documentation of procedures, definition of best practices, and close collaboration with the internal team to reduce incident recurrence.

The result was a more stable, predictable environment with improved responsiveness in critical situations, strengthening the internal team’s confidence in the platform.

Freight forwarding companies manage highly complex operations: land, air, and sea shipments, both import and export, with specific documentation for each mode — bills of lading, AWBs, CMRs, customs declarations, certificates of origin, and pickup and delivery notes. Each operation involves multiple parties, different timelines, and documentation requirements specific to each type of cargo movement.

The fragmentation of this information across disconnected tools — spreadsheets, email, and partial systems — led to operational inefficiencies, pricing errors, and a lack of real‑time visibility into shipment status. Companies in the sector needed a platform capable of centralizing end‑to‑end logistics management without losing the specificity required for each type of traffic.

EuropeSIP developed Wintrans, a modular logistics management platform designed specifically for freight forwarders, integrating all core business processes into a single application.

• Complete multimodal management: Wintrans covers the full lifecycle of land, air, and sea shipments — operation capture, trip assignment, container and route control, issuance of all required documentation (BL, MAWB, HAWB, CMR, manifests, delivery notes), and operational closure.
• Automated pricing and integrated billing: automatic calculation of IATA tariffs and air freight costs by airline, customer‑, line‑, and product‑based pricing, and full management of invoicing, receivables, and payments directly linked to transport operations.
• Native customs module: management of customs clearances and procedures with the tax authority, completion of official documentation, and EDI message transmission and reception for all customs processes, including temporary storage warehouses and bonded warehouses.
• Logistics warehouse management: control of inbound and outbound movements by unit, box, or pallet, with warehouse location and relocation, fully integrated with the rest of the operational modules.
• Integrated commercial module: when an operator registers a shipment whose parameters match an existing quotation, the system automatically generates the pre‑invoice with all cost and sales components, without manual intervention.

The result is a platform that has been running in production for decades, evolving with every regulatory change and new industry requirement. For EuropeSIP, Wintrans is the clearest proof of what it means to develop custom software and maintain it rigorously over time.

Clínica INDAUTXU has established itself as a leading healthcare provider in Bizkaia, standing out for its commitment to the health and well‑being of its patients. Over the years, it has delivered high‑quality medical services, incorporating innovative technologies and advanced procedures to ensure accurate diagnosis and effective treatment.

The clinic has adopted a comprehensive approach to patient care, combining a highly qualified medical team with modern facilities and a comfortable, accessible environment. From the initial consultation to post‑treatment follow‑up, Clínica INDAUTXU is distinguished by its personalized care model, placing the patient at the center of the process.

Objective:

To optimize the patient care system through an integrated communications solution, improving operational efficiency and the overall patient experience.

One of the keys to its success has been the continuous evolution of its services. The clinic has invested in cutting‑edge technology, enabling more accurate diagnoses, less invasive treatments, and more effective recovery processes. It has also demonstrated a strong ability to adapt to the changing needs of the healthcare sector by implementing digital solutions that streamline appointment management, enhance patient communication, and securely and efficiently update medical records.

Thanks to its innovative approach and commitment to excellence, Clínica INDAUTXU has earned the trust of its patients, becoming a preferred choice for those seeking high‑quality, professional medical care. The clinic has not only improved the patient experience but has also increased patient satisfaction and loyalty, positioning itself as a success model within the healthcare sector.

Challenge:

Clínica INDAUTXU required an efficient communication system to manage the growing demand for its services. The goal was to implement a solution that could centralize incoming calls and automate appointment management, while ensuring data security and availability. The clinic faced several challenges:

• High appointment demand placing pressure on administrative staff.
• The need to provide an automated interactive voice response (IVR) system to improve the user experience.
• Integration with its medical data systems to ensure personalized patient care.
• Support for remote work due to the need for teleworking in administrative areas.

Solution:

A communication infrastructure based on VoIP technology was designed and implemented, with a strong focus on integration and automation. The architecture was developed as follows:

• Custom IVR system: An interactive voice response (IVR) system was implemented, allowing users to interact through voice options and speeding up appointment scheduling. The system uses automatic speech recognition (ASR) to identify the required medical specialty and physician, improving both accuracy and response time.
• Integration with an external call center: To manage high call volumes during peak hours, the system connects to an external call center through a secure SIP connection. This enables automatic call routing when the clinic experiences high traffic, ensuring that no patient is left unattended.
• Support for remote work: Secure SIP connections enabled remote access for teleworking staff. This allows administrative employees to manage appointments and calls from any location, ensuring business continuity under any circumstances.
• Call logging and storage: The system stores detailed records of all interactions in MySQL and SQL Server databases. This allows the clinic to analyze call patterns and continuously improve the service, while also meeting traceability and audit requirements.

Results:

The implementation of this solution delivered multiple benefits for Clínica INDAUTXU:

• Improved patient experience: The IVR and ASR systems reduce waiting times and simplify appointment management, providing a faster and more efficient service.
• Resource optimization: By redirecting high‑demand calls to an external call center and enabling remote work, human resources are optimized and service availability is ensured.
• Security and compliance: The internal network and secure data storage guarantee compliance with data protection regulations.
• Analysis and continuous improvement: Call logs enable detailed analysis to continuously improve service quality.

Conclusion:

Thanks to the implementation of an integrated communication solution, Clínica INDAUTXU significantly improved the efficiency of its patient care services, positioning itself as a benchmark for appointment management and customer service in the healthcare sector. This project demonstrates how VoIP technology and service integration can transform patient care, optimizing resources while ensuring high‑quality service.

The portal has implemented a set of advanced search and filtering tools, allowing users to efficiently compare different models, brands, and prices. It also provides detailed information for each vehicle, including reviews, technical analysis, and industry news, enriching the buying experience.

Throughout its evolution, Coches.com has demonstrated a strong focus on technological innovation and on improving user experience, ensuring that every visitor has access to the most relevant and up‑to‑date information about the vehicles of interest. Its success is based on a user‑friendly platform, a wide range of purchasing options, and excellent customer service, consolidating it as one of the most visited and trusted portals in the online automotive market.

Thanks to its solid infrastructure and the trust built among buyers and sellers, Coches.com has experienced steady growth, becoming a reference point in the online automotive sector.

The Challenge:

Design and implement a VoIP telephony solution integrated with SugarCRM to optimize call automation and improve customer service efficiency.

Specific Requirements:

1— Outbound calls

• The system had to allow agents to log in to receive calls, manage pauses, and handle outbound calls.
• At the start of each call, the agent needed immediate visibility into which customer was being contacted.
• The call center platform had to identify each agent’s status in real time and, when an agent became available, query SugarCRM to determine which customer should be contacted. When the call started, the customer record had to open automatically in the agent’s browser.
• All calls had to be recorded.
• At the end of each call, the system had to log the call outcome in the CRM (e.g., contacted, busy, no answer).

2— Inbound calls

• The platform had to check available agents in SugarCRM and route inbound calls based on availability.
• At the end of each call, the system had to record the outcome in the CRM.

The Solution:

An IP telephony system based on Asterisk, developed by EuropeSIP, was implemented, including a specialized call center module, QueueMetrics, hosted in the cloud. To support remote work, a VPN service was incorporated to enable agent connectivity. In addition, each agent workstation was equipped with a customized softphone, Siplync, and integration software for Asterisk and QueueMetrics that automated the opening of customer records in the agent’s browser.

Thanks to this solution, Coches gained a modern and efficient VoIP telephony platform with the following benefits:

• Reduction in service costs.
• Cloud‑based service centralization, with maintenance and administration delegated.
• Flexibility to customize extensions and use them from any location.
• High‑quality audio and call stability.
• Scalability to adjust the service according to demand.
• Full integration with SugarCRM.
• Real‑time call center statistics and monitoring system.
• Improved call center operational efficiency through call automation.

Results:

Following the implementation of this IP telephony solution, Coches optimized its call management, achieving an agile and scalable communication infrastructure that enables high‑quality customer service. Full integration with SugarCRM allows agents to access customer information from the start of each call, improving both service personalization and efficiency.

In addition, cloud‑hosted software and secure VPN access from any location provide significant flexibility, which is especially beneficial for remote agents. This solution has not only reduced operational costs for Coches, but also enabled the company to adjust services according to demand, ensuring scalability and adaptability to support ongoing growth.

Coches now benefits from:

• A high‑quality IP telephony system, centralized in the cloud with delegated maintenance.
• Flexible extension customization and remote support.
• Scalability to respond to changes in demand.
• Integration with SugarCRM for personalized service and call automation.
• Real‑time statistics and monitoring systems for operational control and optimization.

With this infrastructure in place, Coches can focus on continuously improving customer relationships, delivering effective services adaptable to client needs.

Conclusion:

With more than 15 years of experience, EuropeSIP continues to provide its customers with tailored and effective telecommunications solutions, adapted to the specific requirements of each project and organization.