Faster, more dependable Wi-Fi connectivity that works even in a crowded train or bus station or terminal is critical to meeting passenger and operational needs, says MICHAEL FLETCHER of Ruckus Wireless.
Michael Fletcher, sales director for Ruckus Wireless sub-Saharan Africa says; “Each day, thousands of people pass through transportation hubs such as airports, train and bus stations, and with business and leisure travelers carrying smartphones, tablets and other mobile devices, the demand for high capacity high performance Wi-Fi connectivity has not just become a ‘nice to have’ amenity, but rather an expected service, like electricity and running water. The City of Tshwane’s Bus Rapid Transit system, A Re Yeng, is a perfect example of this.”
Tshwane’s bus system began operations in December 2014 and with it came a world-first in mobile connectivity, with the rollout of uninterrupted free WiFi along the trunk route for commuters on board as an expansion of the City of Tshwane’s free WiFi network. Since inception, a total of 163,126 unique users have used the Tshwane Free WiFi service, with a total of 6,461,327 sessions being accumulated, with a total usage of 21242.3GB being uploaded and downloaded.
Says Zahir Khan, COO of Project Isizwe, which has been integral to Tshwane’s free public WiFi efforts; “The A Re Yeng busses come equipped with a connection to Tshwane’s WiFi service, offering 250MB of free WiFi access per device per day, giving travelers the ability to do things like look for jobs, access learning materials online, and keep in touch with their friends while on the move around the city. Looking at the statistics and growth of the system, it is evident that the demand is growing in South Africa.”
Passengers need real-time access to schedules, gate and ticket information, maps and/or other guidance as they pass through the bus terminal. WiFi not only provides an ideal method for these activities, it also provides a platform for new revenue generating services such as additional WiFi access or 3G/4G offload, as well as support for bus terminal operational needs such as point-of-sale, digital signage and video security.
Continues Fletcher; “From a commercial perspective, there is also a global trend for transportation cargo and fleet services to become more involved in value added activities such as cargo processing and logistics, which will require new processes, practices and technological advances around stock control and integration, as well as better wireless connectivity.”
Steven Sutherland, Sales Director for MiX Telematics, agrees that WiFi plays a crucial role here. “WiFi is critical, especially when it comes to companies that are using Software-as-a-Service (SaaS) model to run and/or keep an operational eye on their businesses. In the fleet sector specifically – across Africa – WiFi enables constant, reliable connectivity for managers that are on-the-go – offering them the opportunity to remain connected when they might not be otherwise. This enables real-time access to their fleet and their business data at any given time.”
As drivers and remote workers become more and more included in day-to-day processes through the application of smartphone and tablet based applications, so too does the reliance on WiFi networks and coverage.
“Essentially, it’s about smart transportation management, which facilitates the management of fleets in real-time, remote access to in-cab video, efficient user connections, real-time alerts and geo-location of all vehicles,” adds Sutherland.
Transportation hubs – both from a consumer and commercial perspective – are often very large facilities that require wireless connectivity everywhere, both inside and out. Getting reliable and complete WiFi coverage across a facility can be expensive and time-consuming. Because density of client devices over the course of the day can dramatically impact demand – it can result in poor connections, low user satisfaction, and unacceptable network quality.
“This isn’t acceptable anymore, and as infrastructure and transportation hubs develop across the regions and cities move towards becoming smarter not only in terms of operational processes and service delivery, but also connecting citizens – we are likely to see high-density WiFi take it’s rightful place more and more as a critical enabler,” says Fletcher.
Smart grids needed for Africa’s utilities
Power utilities across Africa should rethink their business models and how they manage and monetise their assets to keep pace with the changing energy ecosystem, says COLIN BEANEY, Global Industry Director for Asset-intensive and Energy and Utilities at IFS.
Africa’s abundant natural resources and urgent need for power mean that it is one of the most exciting and innovative energy markets in a world that is moving rapidly towards clean, renewable energy sources. The continent’s energy industry is taking new approaches to providing unserved and underserved communities with access to power, with an emphasis on smart technologies and greener energy sources.
Power systems are evolving from centralised, top-down systems as interest in off-grid technology grows among African businesses and consumers. And according to PwC, we will see installed power capacity rise from 2012’s 90GW to 380GW in 2040 in sub-Saharan Africa. Power utilities are needing to rethink their business models and how they manage and monetise their assets to keep pace with the changing energy ecosystem.
Energy and utilities providers are transforming from centralised supply companies to more distributed, bi-directional service providers. They can only achieve this through the evolution of “smart grids” where sensors and smart meters will be able to provide the consumer with a more granular level of detail of power usage. This shift from an energy supplier to “lifestyle provider” will require a much more dynamic and optimised approach to maintenance and field service.
African companies must thus embrace digital transformation as an imperative. This transformation begins by embracing enterprise asset management to improve asset utilisation. The subsequent steps are enhancing upstream and downstream supply chain management; resource optimisation; introducing enterprise operational intelligence; embracing new technologies such as the Internet of Things, machine learning, and predictive maintenance; and becoming a smart utility.
Embracing mobility to drive ROI
Getting it right is about putting in place an enterprise backbone that accommodates asset and project management, multinational languages and currencies, new energies and markets, visualisation of the entire value chain, and mobility apps. Mobile technologies that support the field workforce have a vital role to play in driving better ROI from utilities’ investments in enterprise asset management and enterprise resource planning solutions.
Today’s leading enterprise asset management solutions feature powerful functionality for mobile management of the complete workflow of work orders – from logging status changes and updates, from receiving and creating new orders to concluding the job and reporting time, material and expenses. Such solutions are easy to deploy and intuitive for end users to learn and use.
Importantly for organisations operating in parts of the continent with poor telecoms infrastructure, connectivity is not an issue. The solutions work offline and synchronises when network connectivity is available. Users can work on any device—laptops, tablets, and smartphones—commercial or ruggedised.
By ensuring that field technicians have easy access to information and processes, the mobile solution enables technicians and maintenance engineers to easily do the following tasks:
· Create a new work order on the fly and log new opportunities
· Access both historical and planned work information when requested
· Permit customers to sign when the job is completed
· Capture measurements and inspection notes on route work orders
· Create new fault reports on routing
· Facilitate documentation through photo capturing
· Provide easy access to technical data and preventive actions.
The power of mobility allows the engineer to be the origin of all data capture on a service event. They can easily inquire on asset history, record parts used or parts needed for repair, record labour hours, and expenses as they occur, and any notes of repairs performed. When coupled with workforce management tools, such solutions unlock significant productivity gains for utilities who are trying to get the most from their workforce and assets.
Brands fall for app vanity
The experience of a mobile screen full of icons, representing independent apps that your need to open to experience them, is making less sense. Instead, businesses should serve customers with an ‘app-like’ experience inside the digital platform they already use, says PIETER DE VILLIERS, Group CEO at Clickatell.
Many brands remain obsessed with creating mobile apps. This not only defies trends that point to increasing consumer app apathy, but can exclude a sizeable portion of your customers in emerging economies. Companies need to engage with their users where they are rather than forcing them onto an app, in what can only be described as brand vanity.
In 2017 there were around 2.2 million apps available in the iOS app store and over 3 million on Google Play. And, while the number of apps being downloaded continues to rise, analysis shows that consumers are only using 30 apps per month and accessing just 9 on a day-to-day basis.
While these numbers still seem attractively high, in reality the majority of the apps we use are for messaging (like Facebook Messenger, WhatsApp, and WeChat) and our social networking, gaming, leisure, dating or utility activities.
Despite the facts, the application strategy as the holy grail for digital transformation is still being pushed even within large progressive brands. What’s more, some advertising agencies and digital consultants are still pushing apps as the best means for companies to connect with their customers. This has resulted in some organisations stubbornly doubling down on app strategies which are simply not showing return on investment (ROI).
It’s not immediately clear to us whether the fascination with apps is a roll-over from long overdue projects or whether brand owners equate a mobile-first strategy with a mobile app. Mobile-first in 2018 means customer first, and therefore embracing chat commerce in order to deliver services with convenience and simplicity in mind.
Why apps won’t win the internet
The problem with apps goes beyond user fatigue. In the first instance, many apps are poorly designed, assuming technical sophistication which may not match reality for the average customer. Poor user interfaces and attempts to provide complex engagement can result in even the best ideas missing their targets due to lack of engagement.
Secondly, we all know that economic realities drive consumer behaviour. In Africa, new mobile phone users typically opt for feature phones over smartphones. With a longer battery life and a much more accessible price point, feature phones still allow for a basic internet connection, chat platforms like WhatsApp, and call and message functionality. In these regions, the cost of an app – even if it’s free – goes far beyond installing it. Constant updates require reliable and cheap access to the internet. For the average phone owner in an emerging market, this can be a serious challenge.
Thirdly, and most importantly, apps must be relevant to their intended market. Frequency of usage is a key measure of relevance.
Apps which are used on a daily basis, like health and fitness trackers, enjoy constant engagement. New features which are added are eagerly awaited by users who are happy to update their apps.
However, users may well question the relevance of the app if they are required to conduct updates on a monthly or even weekly basis when they are only making use of the app once or twice a year.
On average, I download one app per quarter. Some I use more frequently than others, but all of these apps need to be regularly updated to maintain security, update features, and fix bugs. Many apps are pushing out updates much more frequently. I noticed over the past year that I could go from having all apps updated, to 32 apps requiring an update in five days.
When it comes to a customer-first digital strategy, companies should be asking themselves if an app is really the best way to reach their target audience.
In fact, at the end of 2016, Gartner predicted that by 2019, 20 percent of brands would ditch their mobile app. What’s more, in its 2018 predictions, the company forecast that by 2021, more than 50 percent of corporations would spend more per annum on bots and chatbots than on mobile app development.
So, we need to ask, what is the alternative for CIOs, CDOs, CMOs, and digital leaders who are looking for ways to reach, retain and grow their customer base?
The logical app alternative
The old battle advice goes: fight your enemy where they are not. Military strategists agreed that having your enemy come to you and fight you on your own terms was preferable. In a world where customers have access to thousands of offerings and millions of deals online, we need to flip that idea to Meet Your Customers Where They Are.
Any marketeer will tell you just a how difficult it is to drive app downloads. Development, cross platform testing and user interface aside, the marketing campaign required to get customers to download the app can swallow entire annual budgets and still come up short.
Looking at the facts, it makes infinitely more sense to work within the digital platforms already being used by your target audience.
Clickatell is already enabling chat commerce for some of the leading global brands with its Touch solution. This allows organisations to serve their customers with an ‘app-like’ experience inside the chat or browser platform of their customer’s choice (Twitter, Facebook Messenger, etc.)
Brands can now send an actionable Touch link such as ‘find the nearest ATM’ or ‘reset my password’ within a chat stream that will open an intuitive touch card without the user having to download an app to perform the action. Services can also be linked to the in-app experience for brands not looking to abandon their app efforts.
Working with our clients, many of whom are global innovators and thought leaders, we’ve found that having the courage to design with an ‘end user first’ approach and dealing with the back-end complexity behind the scenes results in cost efficient customer delight and ROI.