Platform case studies
Wildix Platform Case Studies: Medical, Legal and Hospitality
Cleod9 Voice runs on Wildix, the cloud communications platform behind the five organizations on this page: a clinical research network in Houston, a polyclinic in Italy, law firms in England and Belgium, and a five-star hotel in Brussels. Each one made the move with a local Wildix partner. Their results show what the platform Cleod9 delivers in Dallas-Fort Worth can do.
Book a DemoUpdated October 2026 · Cleod9 Voice, Arlington, TX
80% more answered calls
BioPharma Informatic's outbound answer rate after recruiters began calling from a number local to each clinic.
About 17 hours a day
Recruiter time BioPharma's AI voice agent frees up daily by handling first contact and screening.
About £20,000 avoided
Office relocation costs Pellys Solicitors skipped by reassigning licenses instead of buying new hardware.
Telecom costs cut in half
The result at the Steigenberger Icon Wiltcher's in Brussels after it replaced an aging phone system.
Whose results these are
These organizations are Wildix customers, not Cleod9 clients. Each worked with a different Wildix partner: CNiC Solutions in Spring, Texas; New Srl in Italy; Ocean Telecom in England; and Licom and Axians in Belgium. Wildix published each case study, and the figures below are the ones the organizations and their partners reported. We have summarized them in our own words, and every story links to the original on wildix.com.
Cleod9 delivers the same platform in Dallas-Fort Worth from its office in Arlington. The local team, the setup and the support come from Cleod9; the phone system, apps, video meetings and AI tools underneath are Wildix. That is why these stories are worth a few minutes if you run a practice, a firm or a hotel here.
Medical research · Houston, Texas
BioPharma Informatic: reaching every patient lead across 30 research sites
BioPharma Informatic runs a clinical research investigator network from Houston. It connects pharmaceutical sponsors and contract research organizations with physician offices, working with more than 100 investigators at over 30 active sites and recruiting patients for trials in 16 medical specialties. Its recruiters and coordinators work from Argentina, Colombia, Pakistan and the Philippines while filling studies for research centers in seven US states.
Before the change, the team was racing to call every interested patient back within 72 hours and often falling short. Leads that arrived through social media after hours could sit for one to two weeks. Dropped and static-filled calls cost more leads; the company's systems project manager estimated 50 to 100 missed every month and suspected the real number was higher. Patients in Dallas or Los Angeles who saw a Houston 281 number on their screen often took it for spam and let it go to voicemail.
CNiC Solutions, a Wildix partner based in Spring, Texas, rebuilt the setup on Wildix x-bees in about three weeks. Recruiters now place calls from a number local to the patient's clinic. An AI voice agent the team calls Sarah answers inbound calls around the clock, speaks Spanish with the many patients who prefer it, screens callers against trial criteria, and hands qualified patients to a recruiter with a summary already in the CRM.
- Outbound answer rates rose 80% once calls showed a local caller ID.
- The AI voice agent now handles more than 250 calls a day.
- The virtual assistant who once took every inbound call went from 150 to 180 calls a day to 26 to 30.
- About 17 hours of recruiter time are freed up every day.
- Recruiters moved from working two or three trials a week to supporting every active trial.
- More than 75,000 recorded interactions, roughly 1,170 hours, are searchable for FDA and IRB audits.
For a DFW medical office, the lesson is about speed more than clinical trials: a patient who reaches out at 9 p.m. is still choosing a provider the next morning. Cleod9's AI Voice Concierge answers calls when no one is available, books appointments, asks screening questions you write, and warm-transfers the caller to a person.
Medical clinic · Italy
Medica Group: a seven-person team scheduling 65 specialists
Medica Group Srl is a polyclinic in Italy offering specialist visits and occupational medicine. A team of seven coordinates the schedules of about 65 specialist doctors, so the phones carry most of the clinic's daily work, inside the building and out.
The clinic had used an Alcatel system for 15 years and had outgrown it. Its HR and administrative manager, Katia Casarotto, pointed to one example: the old system allowed a single closed message for every caller, even when one doctor was on vacation with a colleague covering, or when departments closed on different days.
In 2018, New Srl, a Wildix partner since 2009, moved the clinic to Wildix unified communications. Each department and doctor can now have a separate closed or away message that tells callers which extension to dial instead. Devices were matched to each role: wireless headsets at reception, cordless phones in the offices and desk phones in the exam rooms.
- Callers hear a message that fits the doctor or department they dialed, with another extension to reach.
- Reception staff move around on wireless headsets instead of staying tied to a desk phone.
- The clinic reports that its operations became easier to manage after the change.
- Productivity rose to the point that the clinic hired another full-time staff member.
Coverage messages are a small detail that saves a front desk from explaining the same schedule change all day. On Cleod9, greetings and ring groups can follow your providers and departments rather than playing one message for the whole building.
Law firm · England
Pellys Solicitors: four offices on one system and about £20,000 in avoided costs
Pellys Solicitors has served personal and business clients since 1970, growing from a single office in Bishop's Stortford to four offices and about 50 employees. Managing Partner Andrew Arnold describes communication as the backbone of the firm, and it has to be dependable.
With the UK phasing out ISDN lines, the firm's long-serving phone setup was reaching the end of its life. It still worked, but it lacked the flexibility, visibility and integration that a multi-office practice needed, particularly with lawyers spending much of their day in court and at client sites.
Ocean Telecom, the firm's technology partner for more than 15 years, deployed Wildix Collaboration across all four offices, added mobile and desktop apps so lawyers could take calls from court, home or a client's office, and connected the system to the firm's cloud-based case management software. From the first day, staff could see who was in the office, on a call or with a client.
- About £500 a month in direct savings, or £5,000 to £6,000 a year, compared with the old setup.
- About £20,000 in costs avoided when offices closed or moved, because licenses were reassigned instead of buying new hardware.
- Licenses move between offices at no extra cost.
- Lawyers take calls from anywhere and set their availability, so urgent matters get handled at once and the rest are scheduled.
Figures are in British pounds, as the firm reported them. The parallel for a DFW firm is the attorney who spends the morning at the courthouse: on Cleod9, the firm's number rings in the mobile app, and calls back to clients show the firm's number rather than a personal cell.
Law firm · Belgium
Crivits Legal: always reachable, without personal numbers
Crivits Legal is a business law firm in Oostkamp, near Bruges, with eight professionals. Part of its practice is insolvency work, where its lawyers serve as court-appointed trustees.
The firm's founders came from offices that answered phones from 8:30 a.m. to 6 p.m. and left clients hunting for lawyers' personal numbers after hours; one had worked at a firm still using fax machines only a few years earlier. For a trustee in an insolvency case, handing out a personal cell number raised real privacy concerns.
Licom, a Wildix partner in Bruges, set the firm up on Wildix in under a week, with staff training before go-live. Each lawyer now has a professional number, published on the firm's website, that rings on a mobile phone or laptop. The whole team shares responsibility for incoming calls, and video calls with clients have replaced much of the old back-and-forth. Fax has given way to email, video and chat.
- Every incoming call is now answered by a member of the team.
- The firm reports higher client satisfaction and fewer complaints.
- Lawyers stay reachable while working remotely, without giving out personal numbers.
- The deployment took less than a week, including training.
The same approach fits a solo or small firm in Dallas-Fort Worth: a professional number for each attorney on the mobile app, with the AI Voice Concierge taking the calls nobody can answer in the moment.
Hospitality · Brussels, Belgium
Steigenberger Icon Wiltcher's: a five-star hotel that stopped missing calls
The Steigenberger Icon Wiltcher's is a five-star hotel in Brussels and part of H World Group, which reserves its Icon status for a small number of exceptional properties. Its phones link the front desk, reservations, events, maintenance and management, and its international guests expect every call to be answered.
The hotel's aging system was fragmented, offered little mobility and was growing less reliable, and missed calls were piling up during busy periods. Maintenance staff had turned to WhatsApp to coordinate, a consumer app that raised both security and efficiency concerns.
Axians in Belgium recommended Wildix and ran the old and new systems side by side during the move, so the switchover went unnoticed by guests, even at high occupancy. The new IP system kept the existing analog phones in guest rooms and connected to the hotel's property management system, while front desk, reservations and events staff gained web and mobile apps. Maintenance now uses the Wildix Collaboration app for internal calls and messages, and can share live video of a problem.
- Telecom costs were cut in half.
- Missed calls were virtually eliminated.
- Overall call management became 5% to 8% more efficient.
- Extra extensions in several meeting rooms were installed and configured in a single day for an international client.
- The hotel is now exploring AI voice agents for routine requests, and the group is considering the setup as a model for other properties.
Hotels, restaurants and event venues in DFW face the same peaks, with the busiest hour for guests often the busiest hour for staff. On Cleod9, staff carry the line on mobile apps, and the AI Voice Concierge can pick up when everyone is occupied, take a message or transfer the caller.
Source: Steigenberger Icon Wiltcher's case study on wildix.com
What the five have in common
A research network, a clinic, two law firms and a hotel had different problems on the surface. Underneath, they were the same four.
Calls get answered
Each was losing calls. The fix combined better routing, apps on staff phones and, for the research network, an AI agent that answers first.
No one is tied to a desk
Mobile and desktop apps carry the business number to court, the clinic floor or a hotel meeting room.
Switching without downtime
Deployments ran from under a week to about three weeks, and the hotel kept both systems live during the cutover.
A record that holds up
Recording and transcription gave the research network a searchable history it can show auditors.
Common questions
Are the organizations on this page Cleod9 clients?
No. They are Wildix customers that worked with other Wildix partners in Texas, England, Belgium and Italy. Cleod9 Voice runs on the same Wildix platform and shares these case studies, with links to the originals, to show what that platform does in practice. Their appearance here does not mean any of them endorses Cleod9.
Will a DFW business see the same results?
Not automatically. Each figure reflects one organization's call volume, staffing and setup. What carries over is the approach: find where calls are being lost today, then fix routing, after-hours coverage and mobility in that order. Ask Cleod9 to walk through your own call history before anything is configured.
Does Cleod9 offer an AI agent like the one BioPharma Informatic uses?
Cleod9's version is the AI Voice Concierge. It answers inbound calls with no one present, takes messages, books appointments, asks the screening questions you write and warm-transfers the caller to a person. The website chatbot is tied to it and always lets a visitor reach a real human. Ask for a demo set up around your own call types.
Can a medical office use the platform for patient calls under HIPAA?
Wildix operates as a HIPAA business associate, and Cleod9 will sign a business associate agreement covering voice calls, voicemail, video, call recording and transcription. Text messaging is not covered, so patient information should stay out of texts. The HIPAA compliance page explains what the agreement covers and what remains your practice's responsibility.
Case study details and figures are summarized from case studies published by Wildix and reflect what each organization reported at the time. Organization and partner names belong to their owners.
Talking to Cleod9
Pick the story closest to your business and bring it to a demo. Cleod9 will show how the same setup would work with your numbers, your staff and your hours, from the greeting a caller hears to the app on your phone.
If you run a medical office, add your after-hours call types to the list. If you run a firm, bring the names of the attorneys who are out of the office most.