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Service the key for SME

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2016 was heralded as a particularly tough year, and small to medium businesses have in particular been affected. BRIAN TIMPERLEY, managing director of Turrito Networks, highlights the biggest pain points for SMEs and how these can be overcome in the future.

A key pain point for small and medium enterprises (SMEs) in 2016 continued to be an influx of cheap and ill-supported fibre and internet solutions, which fall far short of the SME’s needs.

SMB decision makers have been overwhelmed by cheap consumer connectivity and attempt to use these to drive down the cost of connectivity in their organisations.

And, says Brian Timperley, managing director of Turrito Networks, this trend will continue into 2017, underscored — ironically enough — by a dazzling array of choice, combined with the trend of technologically-knowledgeable users who apply consumer-level thinking to their businesses.

“A consumer’s requirement for fibre is very different from that of a business. While many SME owners think that consumer-grade fibre will deliver the same requirements for their business, the lack of sound advice to the contrary from their service provider often leaves them with slow connectivity and downtime,” adds Timperley.

“Bandwidth has never been cheaper than it is now, and yet we’ve never had more discussions around price. The challenge is that there are no consumer-level or “cheap” broadband products in South Africa that match the performance of business-grade Internet products.”

He is emphatic that — unlike the consumer arena — “the Internet” for SMEs is about far more than just browsing: “Businesses require far more than consumers and a big part of how we approach solutions for businesses of this size, is by understanding what they use their connectivity for.

For SMEs, the internet isn’t about consumer activities like Internet surfing and accessing social media sites. It’s about a whole range of critical services including voice over IP, cloud, video, backups and accessing Office 365, Sage, Pastel, Microsoft Azure, hosting, and cloud-based PABX.”

All of these consume vastly different amounts of data compared with consumer use, and in very different ways.

“The analogy we use is that of a professional deep sea diver who goes into a dive shop and asks for the cheapest oxygen tanks available – that’s not the kind of equipment you want, when your life depends on it… a parallel to buying connectivity based on price alone,” Timperley explained.

“Despite knowing how important connectivity is, SMEs are asking their service providers for the cheapest solution, without clarity on the impact that ill-matched solutions may have on productivity, uptime and efficiency.  SMEs were prepared to accept high prices in the days when that was the norm, and in turn demanded a high level of service from their providers.

“We are urging business owners and decision makers, to start demanding better value from their service providers and reap the benefits of a best fit connectivity solution for their organisations.”

Turrito Networks commercial director, Louis Jardim says that when it comes to selecting your partner and the connectivity solution for your business, it is important to understand the terminology, and challenge your provider to deliver best value.

He recommends being clear on the difference between a service level definition (SLD) and a service level agreement (SLA), contention ratios – how many other businesses and users will be sharing the same bandwidth, what the minimum upload and download speeds are that you can expect, and whether these can be consistently maintained, whether there is a 24/7 support desk, and what the mean time to respond and mean time to repair is.

He argues that before SMEs sign on the dotted line with service providers, that they understand what downtime is worth to them and the impact slow connectivity will have on their businesses.

For Timperley, the relationship between client and provider comes down to trust.

“As a neutral provider, we know precisely what the differences in pricing and services are from over 32 of the largest providers in SA. We have no incentive to sell any one of those network providers over the other. We have relationships with all of them and can deliver the same services they’re offering – but we know what works and what doesn’t.

This neutrality means we’ll ensure that our customers get the best bang for their buck, exactly in line with what their requirements are.”

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Now download a bank account

Absa has introduced an end-to-end account opening for new customers, through the Absa Banking App, which can be downloaded from the Android and Apple app stores. This follows the launch of the world first ChatBanking on WhatsApp service.

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This “download your account” feature enables new customers to Absa, to open a Cheque account, order their card and start transacting on the Absa Banking App, all within minutes, from anywhere and at any time, by downloading it from the App stores.

“Overall, this new capability is not only expected to enhance the customer’s digital experience, but we expect to leverage this in our branches, bringing digital experiences to the branch environment and making it easier for our customers to join and bank with us regardless of where they may be,” says Aupa Monyatsi, Managing Executive for Virtual Channels at Absa Retail & Business Banking.

“With this innovation comes the need to ensure that the security of our customers is at the heart of our digital experience, this is why the digital onboarding experience for this feature includes a high-quality facial matching check with the Department of Home Affairs to verify the customer’s identity, ensuring that we have the most up to date information of our clients. Security is supremely important for us.”

The new version of the Absa Banking App is now available in the Apple and Android App stores, and anyone with a South African ID can become an Absa customer, by following these simple steps:

  1. Download the Absa App
  2. Choose the account you would like to open
  3. Tell us who you are
  4. To keep you safe, we will verify your cell phone number
  5. Take a selfie, and we will do facial matching with the Department of Home Affairs to confirm you are who you say you are
  6. Tell us where you live
  7. Let us know what you do for a living and your income
  8. Click Apply.

 

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How we use phones to avoid human contact

A recent study by Kaspersky Lab has found that 75% of people pick up their connected device to avoid conversing with another human being.

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Connected devices are becoming essential to keeping people in contact with each other, but for many they are also a much-needed comfort blanket in a variety of social situations when they do not want to interact with others. A recent survey from Kaspersky Lab has confirmed this trend in behaviour after three-quarters of people (75%) admitted they use a device to pretend to be busy when they don’t want to talk to someone else, showing the importance of keeping connected devices protected under all circumstances. 

Imagine you’ve arrived at a bar and you’re waiting for your date. The bar is busy, and people are chatting all around you. What do you do now? Strike up a conversation with someone you don’t know? Grab your phone from your pocket or handbag until your date arrives to keep yourself busy? Why talk to humans or even make eye-contact with someone else when you can stare at your connected device instead?

The truth is, our use of devices is making it much easier to avoid small talk or even be polite to those around us, and new Kaspersky Lab research has found that 72% of people use one when they do not know what to do in a social situation. They are also the ‘go-to’ distraction for people even when they aren’t trying to look busy or avoid someone’s eye. 46% of people admit to using a device just to kill time every day and 44% use it as a daily distraction.

In addition to just being a distraction, devices are also a lifeline to those who would rather not talk directly to another person in day-to-day situations, to complete essential tasks. In fact, nearly a third (31%) of people would prefer to carry out tasks such as ordering a taxi or finding directions to where they need to go via a website and an app, because they find it an easier experience than speaking with another person.

Whether they are helping us avoid direct contact or filling a void in our daily lives, our constant reliance on devices has become a cause for panic when they become unusable. A third (34%) of people worry that they will not be able to entertain themselves if they cannot access a connected device. 12% are even concerned that they won’t be able to pretend to be busy if their device is out of action.

Dmitry Aleshin, VP for Product Marketing, Kaspersky Lab said, “The reliance on connected devices is impacting us in more ways than we could have ever expected. There is no doubt that being connected gives us the freedom to make modern life easier, but devices are also vital to help people get through different and difficult social situations. No matter what your ‘connection crutch’ is, it is essential to make sure your device is online and available when you need it most.”

To ensure your device lifeline is always there and in top health – no matter what the reason or situation – Kaspersky Security Cloud keeps your connection safe and secure:

·         I want to use my device while waiting for a friend – is it secure to access the bar’s Wi-Fi?

With Kaspersky Security Cloud, devices are protected against network threats, even if the user needs to use insecure public Wi-Fi hotspots. This is done through transferring data via an encrypted channel to ensure personal data safety, so users’ devices are protected on any connection.

·         Oh no! I’m bored but my phone’s battery is getting low – what am I going to do?

Users can track their battery level thanks to a countdown of how many minutes are left until their device shuts down in the Kaspersky Security Cloud interface. There is also a wide-range of portable power supplies available to keep device batteries charged while on-the-go.

·         I’ve lost my phone! How will I keep myself entertained now?

Should the unthinkable happen and you lose or have your phone stolen, Kaspersky Security Cloud can track and protect your device from data breaches, for complete peace of mind. Remote lock and locate features ensure your device remains secure until you are reunited.

 

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