Desguaces Velazquez has been buying, dismantling, and reselling used auto parts in Spain for 40 years. Their business runs almost entirely by phone – and their phone system was failing them. Legacy fixed lines, unreliable API connections, and AI that couldn’t work over satellite internet left their three supervisors flying blind. With CloudTalk, they rebuilt their operation from the ground up: faster calls, better coaching, and AI-powered conversation reviews that free supervisors to actually lead. When one agent went on maternity leave, the team didn’t miss a beat – they handled nearly the same volume with one fewer person.
About Desguaces Velazquez
Desguaces Velazquez is a Spanish auto parts recycler with four decades in the business. They receive end-of-life vehicles – written off by insurers, retired under environmental regulation, or damaged in accidents – and dismantle them before destruction. The salvageable parts go back to market at a fraction of new prices.
Their customers range from individual buyers to workshops and dealerships across Spain and parts of Europe. And almost every transaction, buying or selling, happens by phone.
Running IT and Communications for the company is Alvaro Heredero, who manages the CRMs, ERPs, marketplace integrations, and every piece of the communication stack.
Problem
A Phone System Held Together With Legacy APIs and Hope
Five years ago, Desguaces Velazquez built a workaround. They connected their fixed Telefonica lines to their CRM so agents could see caller information before picking up. At the time, it felt modern. It wasn’t.
Although we set that up only five years ago, it was already obsolete technology. The information we received would sometimes fail. It depended a lot on the connection with Telefonica and on the APIs working well together, so we had quite a few problems with it.
Call quality was the deeper problem. Their location makes them an edge case in the most literal sense.
Look us up on Google Maps – you’ll see we’re in the middle of nowhere. Fiber doesn’t reach us, and it’s not going to. Right now we’re running on Starlink – satellite internet. It’s decent enough, but it’s not fiber, and it never will be. On top of that, we have the ERP, the CRM, WhatsApp, and many other devices all sharing the same bandwidth.
Previous systems processed AI transcription locally, meaning call intelligence lived and died by whatever bandwidth was available. In a business where every call is a transaction, that wasn’t good enough.
Evaluation
Two Providers Down, Then CloudTalk
Before landing on CloudTalk, Alvaro tested two other providers. The first didn’t make an impression. The second was more interesting – but ran into the same quality and bandwidth problems.
After the trial, we decided it was time to switch and find another partner.
What finally moved the needle was a demo with their CloudTalk rep, Laurent – and one specific capability.
The AI transcription was what convinced us – and it’s really worked well.
Unlike their previous provider, CloudTalk processes transcription server-side. Their satellite connection is no longer a ceiling on what the system can do.
Solution
Built for Speed, Supervised for Quality
At Desguaces Velazquez, the majority of call volume is inbound. A customer calls with a part reference or a license plate number. The agent searches. The goal: close or hand off within roughly a minute and forty-five seconds.
If in the first minute we can’t find the part the customer needs, we don’t make them wait. The agent ends the call, tells the customer we’ll call back shortly with more information, and once we have it, we make a quick outbound call using CloudTalk’s Smart Dialer to close it.
Alvaro and his fellow supervisor Roberto use several CloudTalk features to keep the floor running. Whisper – the ability to coach an agent live without the customer hearing – is a daily tool. So is the call log, which they review each morning looking for anything worth coaching.
But the feature that changed their workflow most is AI Conversation Intelligence.
Instead of having to listen to five minutes of audio, we just read the summary – and they’re quite accurate. With the summary, the notes, the transcript, the general feedback, and the sentiment percentage, it makes our work much easier.
They’ve also given every agent full supervisor and admin access to their own performance data. Agents can see their own numbers and their teammates’. Performance-linked bonuses give them a reason to use it.
Results
Same Volume. One Fewer Agent.
In January, one of their agents went on maternity leave. She had her baby in early February and wasn’t expected back until at least April or May. For most small teams, that’s a five-month hole.
We managed almost the same opportunities as we had in December. We contacted approximately the same number of people and sold approximately the same volume – even with one fewer person.
Alvaro is precise about why. Shorter average call durations mean each agent handles more calls. The callback rule keeps agents from waiting on hold when a search takes longer than a minute. Whisper means supervisors can resolve a difficult call in seconds instead of escalating it. And AI summaries mean Roberto and Alvaro spend less time reviewing recordings and more time coaching.
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~1 min 45 sec average call duration – short by design, not by accident
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AI conversation summaries cut review time significantly for both supervisors
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Smart Dialer used for all quick outbound callbacks, keeping closure rates up
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Whisper used daily to guide agents through complex calls in real time
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Agent self-monitoring via full performance dashboards with bonus incentives attached
What we get is more calls, more opportunities, and more sales.
Takeaway
Desguaces Velazquez runs a lean operation in a genuinely unusual environment. No fiber. Satellite internet. A small team where every person matters. CloudTalk gave them call quality that doesn’t depend on their connection, AI that actually works server-side, and the operational visibility to absorb a staffing gap without losing momentum.
CloudTalk gives us what others couldn’t. The call quality is excellent, even running on Starlink. The AI transcriptions work – they don’t depend on our connection. And the way CloudTalk works simplifies our work enormously.
