A round-up of views from leading thinkers in the South African high-tech world points to the digital reshaping of the world in 2017.
This has been a year where companies have started repositioning themselves to take advantage of the evolution towards digital. With the likes of Big Data, cloud computing, and virtualisation becoming familiar territory, several industry leaders expect the coming months to usher in a digital ‘gold’ rush.
High performance networks and solutions providing superior performance, says Riaan Graham, sales director at Ruckus Wireless, sub-Saharan Africa, will be a major driver of what service providers will have to offer in the coming months.
“While cost used to be a driver for connecting people, the focus has turned to performance. People have become unforgiving of unresponsiveness whether that is watching streaming movies at home or accessing critical back-end data on an app while meeting with a client.”
Graham says technology that provides for additional insights will be critical going forward. He cites Wi-Fi location-based services as an example. This can provide companies with key data on becoming more efficient with connectivity and providing supporting services to cater for what users want.
“As the use of connected devices increases across South Africa and the rest of the continent, so too will the cost come down. Already, we are seeing more Wi-Fi hotspots being deployed with consumers, enterprises, and smart cities demanding fast, reliable, and secure access.”
But it is not necessarily all about hardware and related devices, says Grant Theis, co-founder of ttrumpet. “Over the past few months, businesses have shifted from an informing model to a communicating and engaging one. This has seen social software for business becoming widely adopted with applications to enhance relationships, collaboration, networking, social validation, and more. A result of this has been the rise of the bot, and in particular Intelligent Agents,” he says.
Not only have social networks embraced these but the impact has been more widespread.
“Even companies are integrating instant messaging into a call centre environment and extending these support situations to social networks. Thanks to the richness of this data, agents have a better set of tools to record user history, provide responses, conduct security validation, and so on.”
Such has been the popularity of these bots that Medium.com has found that almost 12% of Facebook bots have had users ask them to tell a joke or say something funny.
Stefan Marnewick, CEO of Incredible Connection, believes this points to not only a changing mindset amongst business users, but also consumers and their buying patterns.
“Consumers expect a seamless shopping experience across an increasing range of devices. Ultimately, they are looking for interactive and engaging online and retail environments. These expectations extend to options to pay, trade-in, swap, rent, and share,” he says.
Consumers have come to expect convenience, personalisation, and a different level of interaction from retailers as a direct result of this growing digitalisation of the store environment. “Retailers and other companies have to rethink how they segment their customers but also how they utilise the data they have at their disposal. It is all about performance and speed. Just as with high performance networks, agility and the ability to adapt to a different environment will be the key to success in 2017,” says Marnewick.
Digital, digital, digital
Gavin Meyer, executive director at Itec SA, says the focus will be about digitalising business through solutions that are tailored to the specific organisational structure and needs, as well as those that meet the demands of the customer network of a company.
“Globally, organisations are driven by consumer demand to create more digitalised businesses and this means that these companies must have a stronger online presence and back-end services and solutions that are streamlined, integrated, and innovative from a technology stand point,” he adds.
It is clear, says Meyer, that moving towards a digital business model provides decision-makers with numerous benefits not least of which are doing things more cost-effectively and efficiently.
“Think a more competitive business model that is able to deliver on the immediate needs of customers. These encompass mobile workers, digital connectivity, cloud services, business collaboration with staff and partners and the like, all of which delivered through streamlined processes,” he says.
Online retail gets real
After decades of experience in selling online, retailers still seek out the secret of reaching the digital consumer, writes ARTHUR GOLDSTUCK.
It’s been 23 years since the first pizza and the first bunch of flowers was sold online. One would think, after all this time, that retailers would know exactly what works, and exactly how the digital consumer thinks.
Yet, in shopping-mad South Africa, only 4% of adults regularly shop online. One could blame high data costs, low levels of tech-savviness, or lack of trust. However, that doesn’t explain why a population where more than a quarter of people have a debit or credit card and almost 40% of people use the Internet is staying away.
The new Online Retail in South Africa 2019 study, conducted by World Wide Worx with the support of Visa and Platinum Seed, reveals that growth is in fact healthy, but is still coming off a low base. This year, the total sale of retail products online is expected to pass the R14-billion mark, making up 1.4% of total retail.
This figure represents 25% growth over 2017, and comes after the same rate of growth was seen in 2017. At this rate, it is clear that online retail is going mainstream, driven by aggressive marketing, and new shopping channels like mobile shopping.
But it is equally clear that not all retailers are getting it right. According to the study, the unwillingness of business to reinvest revenue in developing their online presence is one of the main barriers to long-term success. Only one in five companies surveyed invested more than 20% of their online turnover back into their online store. Over half invested less than 10% back.
On the surface, the industry looks healthy, as a surprisingly high 71% of online retailers surveyed say they are profitable. But this brings to mind the early days of Amazon.com, in 1996, when founder Jeff Bezos was asked when it would become profitable.
He declared that it would not be profitable for at least another five years. And if it did, he said, it would be in big trouble. He meant that it was so important for long-term sustainability that Amazon reinvest all its revenues in customer systems, that it could not afford to look for short-term profits.
According to the South African study, the single most critical factor in the success of online retail activities is customer service. A vast majority, 98% of respondents, regarded it as important. This positions customer service as the very heart of online retail. For Amazon, investment back into systems that would streamline customer service became the key to the world’s digital wallets.
In South Africa online still make up a small proportion of overall retail, but for the first time we see the promise of a broader range of businesses in terms of category, size, turnover and employee numbers. This is a sign that our local market is beginning to mature.
Clothing and apparel is the fastest growing sector, but is also the sector with the highest turnover of businesses. It illustrates the dangers of a low barrier to entry: the survival rate of online stores in this sector is probably directly opposite to the ease of setting up an online apparel store.
A fast-growing category that was fairly low on the agenda in the past, alcohol, tobacco and vaping, has benefited from the increased online supply of vapes, juices and accessories. It also suggests that smoking bans, and the change in the legal status of marijuana during the survey, may have boosted demand.
In the coming weeks, we can expect online retail to fall under the spotlight as never before. Black Friday, a shopping tradition imported “wholesale” from the United States, is expected to become the biggest online shopping day of the year in South Africa, as it is in the USA.
Initially, it was just a gimmick in South Africa, attempting to cash in on what was a purely American tradition of insane sales on the Friday after Thanksgiving Day, which occurs on the third Thursday of November every year. It is followed by Cyber Monday, making the entire weekend one of major promotions and great bargains.
It has grown every year in South Africa since its first introduction about six years ago, and last year it broke into the mainstream, with numerous high profile retailers embracing it, and many consumers experiencing it for the first time.
It is now positioned as the prime bargain day of the year for consumers, and many wait in anticipation for it, as they do in the USA. Along with Cyber Monday, it provides an excuse for retailers to go all out in their marketing, and for consumers to storm the display shelves or web pages. South African shoppers, clearly, are easily enticed by bargains.
Word of mouth around Black Friday has also grown massively in the past two years, driven by both media and shoppers who have found ridiculous bargains. As news spreads that the most ridiculous of the bargains are to be had online, even those who were reticent of digital shopping will be tempted to convert.
The Online Retail in SA 2019 report has shown over the years that, as people become more experienced in using the Internet, their propensity to shop online increases. This is part of the World Wide Worx model known as the Digital Participation Curve. The key missing factor in the Curve is that most retailers do not know how to convert that propensity into actual online shopping behaviour. Black Friday will be one of the keys to conversion.
Carry on reading to find out about the online retailers of the year.
Reliable satellite Internet?
MzansiSat, a satellite-Internet business, aims to beam Internet connections to places in South Africa which don’t have access to cabled and mobile network infrastructure, writes BRYAN TURNER.
Stellenbosch-based MzansiSat promises to provide cheap wholesale Internet to Internet Service Providers for as little as R25 per Gigabyte. Providers who offer more expensive Internet services could benefit greatly from partnering with MzansiSat, says the company.
“Using MzansiSat, we hope that we can carry over cost-savings benefits to the consumer,” says Victor Stephanopoli, MzansiSat chief operating officer.
The company, which has been spun off from StellSat, has been looking to increase its investor portfolio while it waits for spectrum approval. The additional investment will allow MzansiSat’s satellite to operate in more regions across Africa.
The MzansiSat satellite is being built by Thales Alenia Space, a French company which is also acting as technical partner to MzansiSat. In addition to building the satellite, Thales Alenia Space will also be assisting MzansiSat in coordinating the launch. The company intends to launch the satellite into the 56°E orbital slot in a geostationary orbit, which enables communication almost anywhere in Africa. The launch is expected to happen in 2022.
The satellite will have 76 transponders, 48 of which will be Ku-band and 28 C-band. Ku-band is all about high-speed performance, while C-band deals with weather-resistance. The design intention is for customers of MzansiSat to choose between very cheap, reliable data and very fast, power-efficient data.
C-band is an older technology, which makes bandwidth cheaper and almost never affected by rain but requires bigger dishes and slower bandwidth compared to Ku-band connections. On the other hand, Ku-band is faster, experiences less microwave interference, and requires less power to run – but is less reliable with bad weather conditions.
MzansiSat’s potential military applications are significant, due to the nature of the military being mobile and possibly in remote areas without connectivity. Connectivity everywhere would be potentially be life-saving.
Consumers in remote areas will benefit, even though satellite is higher in latency than fibre and LTE connections. While this level of latency is high (a fifth of a second in theory), satellite connections are still adequate for browsing the Internet and watching online content.
The Internet of Things (IoT) may see the benefits of satellite Internet before consumers do. The applications of IoT in agriculture are vast, from hydration sensors to soil nutrient testers, and can be realised with an Internet connection which is available in a remote area.
Stephanopoli says that e-learning in remote areas can also benefit from MzansiSat’s presence, as many school resources are becoming readily available online.
“Through our network, the learning experience can be beamed into classrooms across the country to substitute or complement local resources within the South African schooling system.”