Tuten Labs transforms your business with state-of-the-art technology

What is Tuten Labs ?

TUTEN Labs was launched in 2015. The objective was to build Latin America’s most reliable B2C marketplace for home improvement needs and the Company’s vision was to connect customers with background-checked independent contractors, driving a superior User Experience in an “Uber-style” way.

After a successful launch in Chile during Q1 2016, the company has now offices in Chile, Mexico, Colombia and the US and is planning to expand into the rest of Latin America during 2019. Nowadays, after applying the Lean Start-up Principles for almost three years, its business has evolved and the mission is to help large corporations increase workforce productivity and improve customer satisfaction by digitizing their field service processes.

A strategy relying on 4 key modules

The first step was to start by building and operating the home improvement B2C marketplace and network of service providers. This involved delivering several services in different fields : household cleaning, electricity works, locksmith works, installation of rolling shutters, TV installation, sanitary fitting, works at request,…This strategy is relying on 4 key modules:

• Providing a customer oriented app/portal to digitize the scheduling, sales and tracking processes of products and services, using an “Uberlike” friendly user experience
• Automating the service provider allocation process using machine learning algorithms to optimize productivity and customer satisfaction
• Simplifying day-to-day operations for service providers using a specially-designed mobile solution, to manage daily schedules and service execution standards in one single place
• Providing transparency and real time alerts for command centres, sales channels and customers to oversee service execution with intuitive tools to facilitate the user experience

The second step was to scale the business through the development of B2B partnerships willing to outsource the control and execution of their field service operations. Several large companies (home improvements, utilities, telecommunications, insurances,…) need a significant presence of workers or contractors in the field and TUTEN Labs acts as a strategic partner, using the expert and qualified network of service providers to deliver the service to the final customers. In this case, TUTEN Labs offers a comprehensive solution for the services sold by its partners giving customers the possibility to buy an holistic experience (rather than a product or service) such as a specific product combined with its installation/assembly service, with a single point of contact for the buyer. The replication of the business model with key industry players (such as Easy, Sodimac, Enel) was really successful and is today available only in Chile. 

Lastly, the third step was to leverage TUTEN’s proprietary technological platform, to offer clients a tailormade solution to digitize their customer’s experience and internal field service processes. TUTEN customizes or develops the software according to their clients’ specific needs, install its, checks that it functions correctly and ensures the client is familiar with its operation. It means greater simplicity and transparency for all.

For example, TUTEN developed an e-commerce and field services management platform for ENEL in Chile to centralize all the sales and service cycle related to the installation, maintenance and warranties of domestic air conditioning units.

TUTEN Labs has then become a multiservice strategic provider for large companies, with 2 separate types of services on complementary needs: Customer Experience and Field Service Management Technology Solutions (for which it sell a Software as a Service) and a trusted network of service providers.

Partnership with ENGIE in Latin America

ENGIE and TUTEN established a double partnership since 2016. First of all, ENGIE committed more than 5M US $ to the funding of product development and commercialization of TUTEN’s solutions and has now a ~45% ownership stake in TUTEN. Secondly, TUTEN became a strategic technology provider for ENGIE in Latin America by leading operational projects such as:

• Servi2 Assistance Program (with ENGIE Mexico/Axa): Tuten deployed the technological platform that hosts the Servi2 Assistance Program. To this day, the company has more than 150k active users and hundreds of contractors/technicians using TUTEN’s solution; with a holistic platform that digitized every step of the service delivery process and has led to a significant improvement of the customer experience. By the end of 2019, it is expected to touch +200K customers with this solution, processing +75K work orders per year.
• ENGIE LATAM marketplace: a first version of the solution has been released for Mexico and will be launched to the open public in H1 2019. This platform aims at providing a one stop shop for customers to acquire experiences (products + services) with simplified management tools.
• Fenix platform: this is an omnichannel solution designed to manage the field services process related to the sales and installation of new gas meters in ENGIE Mexico. More than 200 contractors are under management with this solution and the platform is expected to handle + 75 k new installations per year, streamlining key business processes. The solution aims at providing the required visibility and control to ensure that ENGIE’s customers are adequately treated since the first interaction; leading to a considerable increase in both sales and NPS (Net Promoter Score).

TUTEN has clearly a strategic value for ENGIE due to its potential to internally disrupt ENGIE’s digitalization goals. The technologies can optimize the Group’s field service operations, driving significant cost reductions, increasing workforce productivity and providing new ways to interact with customers.

Next steps?

The Chilean company plans to enlarge its product roadmap and geographical footprint to answer TUTEN’s main clients and ENGIE needs. On the product side, the game plan for the next 18-24 months is mainly focused on the further development of world class solutions to digitize customer experience and field service processes, including new features that will allow to enter into niches such as facility and property management. Moreover, TUTEN’s team looks forward to the consolidation of the start-up as a Digital Centre of Excellence of ENGIE BU LATAM, with a strong focus on digitizing the operations of ENGIE's service companies with solutions that could be deployed not only in LATAM, but also across all the ENGIE group.

Finally, a strong business development team is being set up, allowing to reach new clients and markets in the short term. For example, Martino Topasio, formerly Customer Solutions Responsible for the ENGIE BU LATAM, has joined TUTEN as a Business Development Manager focused exclusively on developing tailormade solutions for ENGIE worldwide.

By the end of this year, the start-up expects to have a team of +80 committed employees with strong expertise in software development, to increase its revenues by 2.5x/year and to have local presence in +4 countries.