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Driving the SMB focus

Published

8 years ago

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John Lincoln, Senior Vice President, Small & Medium Business (SMB), discusses how Etisalat is committed to delivering greater value offers to all its SMB customers allowing them to run their businesses smoothly, build relationships and provide them long-term benefits.

Elaborate on the SMB Business focus at Etisalat?

We truly believe that Small and Medium Business (SMB) is an important segment for the country as it accounts for around 60% GDP of the UAE and employs around 90 % of the workforce. In the past few years, we have a dedicated unit for the SMB line of business.

Typically, SMBs have been laggards in IT and we see a huge opportunity in driving their adoption of ICT and Digital services. If they digitalize their business, they will realize significant improvement in productivity benefits and profitability.

We have been blessed to have the largest number of SMB customers in the UAE at about 300,000. They come in all sizes and requirements. We take the top Tier 1 SMB customers and they are managed by our own internal direct sales force. Their requirements are complex. Our internal direct sales force are based across the emirates. The next Tier 2 customers are also managed  and have dedicated Account Managers for them. Instead of doing it by ourselves, we have  8 premium business partners that have been selected on the basis of their capabilities as well understanding of the IT and telecom markets. Between them, there are roughly about 250 account managers to manage these Tier 2 accounts.

For the rest of our SMB customer base, we use a pure acquisition model via our channel partners, and we have about 500 sales people that go door to door. Along with that, we have a Business Retail organization that is into dedicated selling of SMB products and services and driving visibility of these products. In addition, we have a dedicated team of agents for outbound sales. All together, these make up our comprehensive SMB go to market. Etisalat is the only telco in the region where about 45,000 of its 300,000 SMB customer base are managed by dedicated account managers.

Elaborate on your current set of partners. Would you be adding more partners?

The premium business partner model was launched in January this year prior to which we had only the acquisition partner model. Our current premium business partners are companies typically with several lines of businesses with an adequately sized workforce for sales, support etc. there is a VP to manage the SMB premium business partner sales force; he has a team who manage and support these partners. The P&L of each partner is known to us; how they are hired and the compensation to be paid to them- we insist on these terms for an optimal structure which we are best placed because of the expertise we have had.

While the number of partners is sufficient for the moment, we will look at adding more partners as the penetration of the market increases and the trend towards digitalization of businesses increases, to reach out to companies that are IT laggards in terms of adoption of such solutions. As we go about educating SMBs  the need to digitalize their business, more skills would be required. We will bring in more partners and are starting our formal ICT and digital partnership program. We will be happy to talk to more companies that are interested in serving the SMB market. They can take advantage of the fact that we already have an installed base of 300,000 SMB customers and are looking at various ways of enhancing our value propositions to our  customers.

We are looking for new partners for the ICT and digital line of business because the capabilities of many of our partners are in Telco and fixed solutions and while they are coming to speed with the new ICT and digital services capabilities, it is also important to bring in the experts from the ICT domain.

What are the major requirements that you see from SMB customers that you are ideally placed to offer?

As I see it, SMBs typically have three kinds of needs. The first is their concern for value for money services that will offer predictability and transparency with a fixed outgoing amount per month.  Since, cash is a constraint for most businesses, they want to free up their cash and focus on investment. So they want every capital cost moved to the OPEX model.

The second need of SMBs is convenience; they don’t want to different vendors for different products and want to focus on their business. In short, they would prefer a one-stop shop for solutions.

The third aspect is that SMBs want the complexity of IT taken away. They want someone to manage that. This is a universal need for SMBs. They may not typically have an in-house IT manager to fix the complexities while the larger ones may have and yet it would be a challenge to manage the IT side, which is easily achieved by getting someone like us to manage their IT services.

 

What are the additional services you offer for SMBs?

Today, we offer broadband service which gives you different symmetric and asymmetric speeds with dynamic IP; there is another product IDA (Internet Dedicated Access) with multiple speeds that customers require. There are specific requirements from customer for both speeds to be symmetric –uplink and downlink have to be equal. Their requirements are more complex usage compared to simpler broadband usage at home.

We have a product which is called IDA Plus under which we manage the customer’s Internet connectivity end to end including the router. This service offers static IP addresses to enable you to host your own corporate email and web servers. We monitor the connectivity 24 by 7 from our NOC (Network Operations Center).

We recently launched ‘Business in a Box’ for SMB customers. For SMBs, the cost of installing a PBX and then going after the AMC for it is tedious. Then there is depreciation of the PBX. So we are offering an all-in-onesolution which includes high-speed Internet, advanced telephony, zero upfront business devices, office applications and end-to-end security.  All the voice connections are managed and monitored by us. For every extension line a customer takes, we manage three of the customer’s devices. We also offer applications support. It is a very comprehensive offering finally a box that ticks all the boxes for SMBs!

We are also going to offer other managed services soon one of which is managed security service which will include email security, web security, IPS etc or a combined Unified Threat Management solution. We are also going to soon look at offering virtual computing, with storage, backup options. There is an end to end services possibility for managing from computing to storage, security etc, which is why we are looking at partners with enhanced ICT expertise.

 

What is your outlook about adoption of ITC and digital in SMB?

I am quite bullish about this. We have hardly scratched the surface; only around 100,000 of the 300,000 SMB customers have business-grade fixed broadband services. Maybe some are on mobile Internet. Possibly only around 15 % of them have proper websites for their businesses.

Data will continue to explode which will increase the complexities. Most of these companies haven’t invested in new tools including CRM to manage sales or mobile device management which is a critical requirement in the Bring Your Own Device (BYOD) era. Smaller companies are at bigger risk than some of the larger ones. In the long run, such investments will bear profitable growth for their businesses.

The UAE government is also investing in making the country an attractive hub for SMB companies. Digitalization technologies that enable better connectivity and access will be quite critical in achieving these objectives.

How do you view your advantages in the Managed service segment?

For pure core telecom services, we have only one competitor but for IT services, the competition is wide. There are many providers of managed services. But the question is who is best placed to offer these services starting from voice and internet access. To offer capex to opex options in the SMB segment, you need to make significant investments and take significant risk and we are best placed as an end to end provider. Our strategy is to offer much more for a little bit more to our SMB customers. So the focus is on adding more services and value.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Samsung Reimagines Home Automation With AI-Powered Smartthings Ecosystem

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3 days ago

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January 23, 2025

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Samsung AI

Samsung Gulf Electronics continues to enhance its breakthrough SmartThings platform, taking connected living to new heights. The latest innovations in the SmartThings ecosystem introduce advanced AI-driven features that promise to revolutionize home management, energy efficiency, and family care.

These advances align with increasing traction for home automation in the UAE residential market. Research shows that the UAE smart home market is set to grow at an annual rate of 10% from 2024 to 2028, with household penetration projected to rise from 16% to 23% during the same period, signaling strong adoption of this technology.

Shafi Alam, Head of Direct-to-Consumer Business & Corporate Marketing at Samsung Gulf Electronics, said, “Samsung’s latest advancements in the SmartThings ecosystem mark a significant leap forward in smart home technology. By harnessing the power of AI, we’re not just automating homes; we’re creating intelligent living spaces that adapt to users’ needs, save energy and enhance family well-being. This holistic approach to connected living aligns with the UAE’s vision for a smarter, more sustainable future.”

At the heart of these upgrades is the innovative Smart Energy Saving feature, which automatically activates energy-saving modes when they’re most effective without compromising comfort through leveraging AI. Meanwhile, with the Save Energy While Away function, SmartThings can detect when residents are out and send notifications prompting users to adjust connected devices to minimize unnecessary energy consumption. These features not only minimize energy spend but also contribute to a more sustainable lifestyle.

Family care takes center stage with new scenarios designed to enhance home safety and comfort. The Safe and Comfortable Welcome feature prepares the home for arrival by adjusting lighting and temperature and even starting appliances like air purifiers. Working parents can also prepare their homes for their children’s return from school, with the ability to prioritize their safety by keeping a watchful eye on them through SmartThings. For pet owners, the Keep Your Pet Safe and Healthy scenario offers peace of mind by monitoring pets’ activities, with the ability to communicate with and feed their furry friends remotely.

Security remains paramount in this connected ecosystem. Samsung’s Knox platform has been fortified to provide defense-grade protection across all layers of the SmartThings network, ensuring that as homes become smarter, they also become more secure against cyber threats.

The updated SmartThings platform also lays the groundwork for broader smart city initiatives. As individual homes become more intelligent and efficient, they contribute valuable data that can be used to optimize urban services, from energy distribution to traffic management. This will contribute to government ambitions to make UAE cities the smartest in the world, as Dubai and Abu Dhabi continue to rise in global smart city indexes. 

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Property Finder Reveals Most Searched Home Features across Property Searches in 2024

Published

3 days ago

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January 23, 2025

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Property Finder

Who doesn’t love searching the Property Finder platform for the most exciting or unusual properties available in the UAE. As 2024 draws to a close, MENA’s leading property portal has updated its home for every life index – offering a glimpse at some of the most unique properties on the platform.

Add to that insights into what home seekers searched for most in 2024 when looking for properties in the UAE, and you get a comprehensive view of how trends in lifestyles and preferences are shaping the real estate market. From ultra-modern penthouses with private cinemas to sprawling villas featuring outdoor kitchens and zen gardens, Property Finder’s data highlights the evolving aspirations of UAE residents.

The Home for Every Life Index, first launched earlier this year, is a proprietary Index designed to showcase the diversity of properties across the nation, reflecting everything from family-friendly layouts to luxury amenities sought by discerning buyers and renters.

Whether it’s a focus on sustainability, wellness, or bespoke features, the Index continues to inspire and inform the real estate landscape in the UAE. Here’s a snapshot of some of the homes on the home for every life index:

  • For Foodies: a villa with a full-size, custom-made industrial kitchen with walk-in fridge
  • For spa and well-being enthusiasts: a villa with a Moroccan bath and steam room
  • Art and culture lovers: a villa with art from Syria, Morocco, India, and China, alongside hand-painted walls and mosaics
  • View Seekers: an apartment with 360-degree terrace
  • For petrol heads: a villa with a carport lift

The platform’s latest update not only captures the pulse of property trends but also provides valuable insights into how homeseekers are redefining their idea of a perfect home.

Alongside the Index, proprietary data from Property Finder indicates that homebuyers and renters place a premium on amenities that enhance their lifestyle. More than 5.5 million homeseekers wanted properties with a balcony, for example, while 3.1 million prioritised larger spaces featuring a maid’s room. Central air conditioning followed closely behind with 2.3 million searches considering this a must-have. Other common preferences included:

  • Gyms (1.5 million)
  • Pet-friendly spaces (1.4 million)
  • Private pools (1.3 million)
  • Homes with stunning water views (1.3 million)

Interestingly, more niche searches for homes with barbecue areas, private jacuzzis and security systems are also on the rise.

Additionally, over 65,500 manual searches were for ‘freehold’ properties highlighting the growing demand for ownership opportunities in the UAE, while short-term rentals ranked within the top 25 most searched terms, reflecting a growing interest for more flexible living options. Notably, this was also seen within the most searched terms for both Dubai and Abu Dhabi. Dubai saw over 22,000 searches for short-term rentals, while Abu Dhabi recorded 5,400 searches, underlining the growing trend for shorter term stays across the different emirates.

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Dubai Land Department Encourages Property Owners to Join Owners Committees for Enhanced Governance

Published

3 days ago

on

January 23, 2025

By

RERA

The Real Estate Regulatory Agency (RERA), a subsidiary of Dubai Land Department, invites all property owners residing in jointly owned properties to take the initiative and register for Owners Committees, in lines with the Jointly Owned Property Law in Dubai and with RERA’s ongoing efforts to enhance transparency and ensure the sustainability of properties in the emirate.

The Owners Committees play a crucial role in empowering property owners and fostering their active involvement in managing residential communities. This initiative aims to enhance the quality of life, ensuring greater comfort and satisfaction for all residents, and aligns seamlessly with Dubai’s forward-thinking vision to optimise the management of jointly owned properties while promoting transparency and accountability in every aspect.

Mohammed Ali Al Badwawi, Acting CEO of RERA, emphasised that automating the registration process for Owners Committees aims to streamline procedures and ensure seamless coordination between Owners’ Committees and management companies: “Owners Committees are an integral part of the emirate’s vision for managing jointly owned properties. They play a crucial role in achieving real estate sustainability by reviewing budgets, prioritising maintenance requirements for buildings and common facilities, and providing feedback on service plans. These committees are not just tools for property management but also serve as a means to promote values of collaboration and community engagement.”

Mohammed Al Dah, Director of the Jointly Owned Properties Management Department at RERA, affirmed that registering in Owners Committees provides property owners with a genuine opportunity to actively participate in decision-making within their residential communities: “These committees play a vital role in safeguarding investments and ensuring the highest levels of efficiency and transparency. We urge all eligible property owners who meet the necessary criteria to take the initiative and register for these committees, as they are fundamental to enhancing project management and the well-being of residents.”

Property owners interested in joining the Owners Committees must meet a set of criteria, including residing in the property, holding a valid UAE ID, providing a certificate of good conduct issued by Dubai Police, and settling all outstanding service fees. The Real Estate Regulatory Agency has clarified that that registration is open until 31 January 2025, with priority given to the first nine registrants. Members will be approved by RERA, and the committee members for each group will be announced in February.

RERA emphasises that this initiative reflects its commitment to upholding integrity and fostering collaboration among all stakeholders in the real estate sector. Owners Committees also present an excellent opportunity for property owners to contribute to building thriving and sustainable communities aligned with the values of innovation and Dubai’s ambitious vision.

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