Multiasistencia: transforming the digital ecosystem

J. Busquets Carretero

doi:10.1057/s41266-017-0029-z

Multiasistencia: transforming the digital ecosystem

J. Busquets Carretero^*

^*Corresponding author for this work

Research output: Indexed journal article › Article › peer-review

6 Citations (Scopus)

Abstract

Multiasistencia was an ecosystem in 2017 managing a network-based service called the “Comprehensive Claim Management Service” (CCMS). The firm offered home repair services to its 100 Corporate Clients (Financial Institutions and Insurance Companies) which attended to some 8 Million end customers, managing a network of some 6.000 Trade Professionals (SME and self-employee). The service was supported by an advanced digital platform to coordinate all actions in that ecosystem. The case shows the challenges of digitalization, namely (1) new digital entrants, (2) the Smart Home trends, (3) the digital effects on banking, and (4) the demand of personalization. Those strategic changes lead to Multiasistencia to create a Digital Hub to manage Big Data so placing students on the managerial situation to decide priorities in business model, processes, and new ways to grow.

Original language	English
Pages (from-to)	97-109
Number of pages	13
Journal	Journal of Information Technology Teaching Cases
Volume	8
Issue number	2
DOIs	https://doi.org/10.1057/s41266-017-0029-z
Publication status	Published - 1 Nov 2018
Externally published	Yes

Keywords

Big data
Business model change
Digital transformation
Platforms and ecosystems

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10.1057/s41266-017-0029-z

Cite this

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abstract = "Multiasistencia was an ecosystem in 2017 managing a network-based service called the “Comprehensive Claim Management Service” (CCMS). The firm offered home repair services to its 100 Corporate Clients (Financial Institutions and Insurance Companies) which attended to some 8 Million end customers, managing a network of some 6.000 Trade Professionals (SME and self-employee). The service was supported by an advanced digital platform to coordinate all actions in that ecosystem. The case shows the challenges of digitalization, namely (1) new digital entrants, (2) the Smart Home trends, (3) the digital effects on banking, and (4) the demand of personalization. Those strategic changes lead to Multiasistencia to create a Digital Hub to manage Big Data so placing students on the managerial situation to decide priorities in business model, processes, and new ways to grow.",

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Multiasistencia: transforming the digital ecosystem

Abstract

Keywords

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