Konecta: Strategic Transformations in a Digital Era

The case analyzes the evolution of the business model of the Spanish multinational Konecta, which, since its origin, was dedicated to providing Contact Center services. During a process of digital transformation, Konecta added the offer of comprehensive solutions and Business Process Outsourcing (BPO) to traditional end-user services of client companies. Given the digital transformation, senior management decided to carry out a first phase of organizational restructuring to reflect these changes. To that end, it instructed the Strategic Transformation Committee to recommend modifications to the organizational design in order to meet new commercial and operational challenges. Proposals were to be tested as a pilot project to link the parent company with Konecta Peru, a subsidiary that operated in a market with important business prospects for the group. The members of the Committee were faced with the challenge of restructuring the organizational framework to leverage Konecta's position as a multinational company at the service of companies and clients with multiple demands. In this context, they needed to assess how the changes in structure could affect the local performance and the level of autonomy and flexibility in each country, while the parent company demanded an integrated approach that would promote synergies. Universidad del Pac fico' case collection