Multiasistencia: The network orchestrator

Research output: Indexed journal article Articlepeer-review

6 Citations (Scopus)


The infrastructure and working criteria of network adopted by Multiasistencia, a group which coordinates home insurance claims and repairs serving approximately serving nine million customers are discussed. Its 375 Customer Service Representatives (CSR) receive requests for home repairs by phone, email, or the Internet and deploy and control jobs to a network of 11,000 trade professionals who complete the repairs. The company has installed a Networked Business Operating System (BOS) based on their call center, Internet, Web services, and mobile systems. The company with a European insurer defined a new service to inform end customers about the process whenever a claim was presented. Besides the productivity gains, the smart business network has also standardized the highly fragmented and heterogeneous household repairs sector.

Original languageEnglish
Pages (from-to)31
Number of pages1
JournalCommunications of the ACM
Issue number6
Publication statusPublished - 6 Jan 2007
Externally publishedYes


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