Multiasistencia: Transforming The Digital Ecosystem

Case Study
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Multiasistencia business involved service of home repairs, facilitate claim adjustment and management. By 2017, it was estimated that the company was worth approximately €170 million and had about nine hundred employees and the firm’s main clients included banks and insurance companies (Busquets, 2018). The chief executive officer, Javier Bartolome, led other officials including the general manager of strategy, the general manager for Spain, the chief information officer, and the chief financial officer in a board meeting aimed at examining and reviewing the problems that the company faced in areas such as digital technology, the changes in industry structure and issues related with new digital models. Multiasistencia’s managers focused on implementing effective data innovation and data units that would help centralize innovation activities to promote new competencies.
Multiasistencia’s business model was focused on standardizing the household repair field, which included plumbers, glaziers, and constructors at predetermined prices. The company’s slogan “Yes, we can” was critical in facilitating the success of the firm. Furthermore, Multiasistencia’s digital platform and the contact center enables employees to manage the claim process from reception to resolution. Multiasistencia also ensured quality services by ensuring that claim management and repair services were performed by self-employed professionals. The company’s major sources of revenue included the fixed fee from the banks and insurers and the fee when a repair was assigned to a professional. The development of a digital platform in 2000 made it possible for Multiasistencia to manage the i...