Innovation in the Service Industry

Vito Santarcangelo ()
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Vito Santarcangelo: iInformatica Srl

A chapter in Resilient Business Models, 2025, pp 199-219 from Springer

Abstract: Abstract This case study explores the transformative journey of iInformatica S.R.L., an innovative SME and certified private research centre based in Southern Italy, as a paradigm of resilience and sustainable innovation in the digital age. Founded in 2014, the company has consistently harnessed emerging technologies—ranging from artificial intelligence, IoT, and blockchain to immersive virtual environments—to address complex societal, environmental, and industrial challenges. With a portfolio of over 28 patents and strategic collaborations across sectors such as tourism, education, environmental monitoring, logistics, and healthcare, iInformatica exemplifies how purpose-driven innovation can be embedded into business models to create long-term competitive advantage. This case highlights key initiatives like the Lucanum and Realverso projects, which reimagine cultural tourism through gamification and metaverse applications; Robocom Inclusion and BrainFriend, which advance digital accessibility and inclusion; and Gretacar and Francybas, which illustrate the company’s commitment to environmental sustainability and citizen engagement. By aligning with the UN 2030 Agenda and fostering open innovation, iInformatica demonstrates how small enterprises can act as catalysts for systemic change, offering valuable insights for building resilient, scalable, and sustainable business models in the face of global challenges.

Date: 2025
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DOI: 10.1007/978-3-032-02766-5_8

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