"What started as a system outage became our leap into the future."
José Caride, founder and managing partner of Dinamic Objetivos S.L., shares how his company transitioned from traditional call center infrastructures to Dialfire, an agile cloud-native solution that optimized their workflow. What started as an emergency migration turned into a long-term partnership that continues to drive efficiency, automation, and innovation.
José puts it simply:
"We didn’t just switch to Dialfire; we evolved with it. The flexibility and automation have saved us time, reduced costs, and improved our performance significantly."
"We wanted to offer European clients a more tailored and relationship-driven service model—one that goes beyond traditional outsourcing."
Challenges Before
Implementing Dialfire
Before moving to Dialfire, Dinamic Objetivos faced several operational challenges that hindered growth and profitability:
High Infrastructure Costs
The company originally operated on a PBX system, which incurred high per-user costs.
Licensing fees, infrastructure expenses, and management overhead made certain campaigns financially unviable.
Reliance on In-House Systems
The company later shifted to Asterisk-based systems, which reduced infrastructure costs but created technical dependencies.
The Asterisk servers required maintenance and periodic updates, which became a vulnerability over time.
System Failure and Emergency Migration
One day, a power outage in Morocco corrupted the disk running the Asterisk servers, leaving them unable to restart operations.
The in-house Asterisk specialist had already left the company, making a quick fix impossible.
Faced with losing critical four active campaigns, José reached out to Dialfire for an urgent transition.
"Even when we had clients willing to run campaigns, the infrastructure costs often made them unprofitable."
The Solution:
Implementing Dialfire
The transition to Dialfire happened under extreme time pressure, but the cloud-based nature and flexibility of the platform made the migration seamless.
Rapid Deployment in Crisis Mode
- Wednesday Afternoon: Contacted Dialfire for emergency migration.
- Thursday–Friday: Dialfire’s support team replicated the 4 crucial campaigns.
- Monday Morning: Campaigns were fully operational again.
José confirms:
"Without Dialfire’s support team, this transition wouldn’t have been possible. In just a few days, we went from complete system failure to full recovery."
Long-Term Benefits of Dialfire
Since adopting Dialfire, which is now almost 7 years ago, Dinamic Objetivos has not only stabilized operations but also significantly improved efficiency, automation, and cost management.
1. Automation & Workflow Optimization
- 50% of manual tasks of manual tasks, such as exporting recordings and processing reports, have been automated.
- Key administrative tasks, including data synchronization and dashboard management, now run independently, freeing up supervisors’ time.
- Call Recording & Compliance: The system ensures that mandatory sales phrases are included in calls to avoid penalties.
José underscores:
"Previously, verifying compliance was a tedious manual process. Now, Dialfire flags issues automatically, saving us time and reducing penalties."
2. Enhanced Agent Training & Ease of Use
- Dialfire’s interface is much simpler than previous systems, cutting agent training time by 50%.
José recalls:
"In the past, training on internal tools took half a day. Now, new agents learn everything they need in just 1.5 to 2 hours and this is for complex campaigns!"
3. Seamless Multi-System Integration
- Using Dialfire’s webhooks, the company integrated client CRMs, distributor databases, and communication tools.
- This enabled real-time data exchange, reducing verification times from 24 hours to just 5 minutes.
- WhatsApp Notifications were introduced to notify field agents when sales were verified, improving transparency and trust.
José states:
"Before, sales agents had no visibility into contract verification status. Now, they get instant updates via WhatsApp when their sales are approved or rejected."
4. Cost Reduction & Scalability
- Dialfire’s pay-per-use model removed unnecessary licensing costs.
- As a cloud-based platform, there are no maintenance or infrastructure expenses.
- The savings allowed increased investment in automation and AI tools.
José emphasizes:
"We didn’t just replace one system with another—we gained a cost-effective, scalable solution that adapts to our needs."
Success Stories:
How Dialfire Improved Operations
1. Energy Sector Sales Verification (Spain & France)
Dinamic Objetivos provides contract verification services for energy companies and their distributor networks.
Problem: Sales agents had no way of tracking their contracts after submission.
Solution: Dialfire automated contract verification, providing:
- Instant CRM synchronization
- WhatsApp notifications to sales agents
- Automated recording storage for compliance
José adds:
"Before, sales agents worked in the dark. Now, they know exactly when a contract is verified and when they’ll get paid."
2. Industry Recognition & Competitor Adoption
After witnessing the success of the Dialfire-powered system, a major competitor of Dinamic Objetivos’ energy client requested the same service.
This led to a second large-scale implementation, further proving the scalability and efficiency of Dialfire.
José highlights:
"We implemented the same solution for a competitor—and it worked seamlessly. That’s when we knew Dialfire was a game-changer."
Future Outlook:
AI & Continuous Innovation
Dinamic Objetivos is now exploring AI-powered automation to further optimize call handling and reduce agent workload.
Plans for AI Integration:
- Automating simple, repetitive calls to free up human agents.
- Expanding Dialfire’s AI-driven call analytics to improve performance tracking.
José has no doubt:
"We are constantly looking for ways to innovate. AI-powered automation is the next step, and Dialfire will help us get there."
Final Thoughts & Recommendations
José concludes with a strong endorsement for Dialfire:
- Reliable & Scalable: "We’ve never had a major incident with Dialfire in over five years."
- Flexible & Cost-Effective: "The pay-as-you-go model allows us to scale without unnecessary costs."
- Outstanding Support: "Dialfire’s technical team listens to our needs and helps us implement tailored solutions."
Conclusion:
A Partnership Built on Innovation
From crisis recovery to long-term transformation, Dinamic Objetivos and Dialfire have built a strong partnership focused on efficiency, automation, and innovation. With AI-driven developments on the horizon, the collaboration continues to evolve, ensuring smarter and more profitable operations.
José’s final words:
"If you're searching for a call center solution, don’t just read about it—try Dialfire. The experience will make the difference."
About Dinamic Objetivos S.L.
Industry
Call center outsourcing (contact center services).
Operations
Spain (multilingual services) and Morocco (French-language services).
Foundation
2002
Mission
To provide call center outsourcing services with a strong focus on personalization, efficiency, and high-quality customer interactions.