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Driving the SMB focus

Published

7 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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Hospitality

Lavoya Restaurant Group expands its culinary portfolio in the GCC through the acquisition of Em Sherif Deli in UAE

Published

6 days ago

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October 10, 2024

By

Lavoya

Lavoya Restaurant Group has announced its acquisition of Em Sherif Deli franchise in the GCC, marking a significant step in the group’s strategic expansion within the culinary landscape. The partnership emphasizes Lavoya’s commitment to diversifying its portfolio and enhancing its presence in casual dining sector.

Em Sherif Deli, known for its authentic Mediterranean flavors and innovative deli offerings, has quickly gained recognition since its launch. With its flagship location in downtown Beirut, Em Sherif Deli respresents the rich culinary heritage of Lebanon while appealing to a modern audience.

Walid Hajj, Co-Founder and CEO of Lavoya, said: “This move represents a significant milestone for Lavoya. By integrating Em Sherif Deli into our portfolio, we are not only expanding our culinary offerings, but also reinforcing our dedication to fostering exceptional dining experiences. Em Sherif Deli’s commitment to quality and authenticity aligns perfectly with our vision for growth.”

Dani Chaccour, CEO of Em Sherif, said: “We are excited to be working with Lavoya to develop Em Sherif Deli in a market that we strongly believe in and have great plans for.  Lavoya’s track record will in no doubt help us grow the footprint of this young, hip and new age brand.  We look forward to our launch in the UAE soon”

As part of this collaboration, Lavoya plans to open multiple new locations for Em Sherif Deli in key locations across the UAE, further solidifying its position as a leader in the culinary sector. This move aligns with the UAE’s vision, which aims to promote economic diversification, grow the tourism and hospitality sectors, and solidify the country’s reputation as a premier dining destination.

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Financial

Dubai Islamic Bank Celebrates Fifth Cohort of High Potential Programme, Paving the Way for Future Leadership

Published

2 weeks ago

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October 4, 2024

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Dubai Islamic Bank (DIB) celebrated a notable milestone with the successful graduation of the 5th batch of high potential employees in DIB’s High Potential Employee Development Programme (HIPO).

In the bank’s ongoing endeavour to hone talent within the organisation and provide them with a platform to excel individually as well contribute in fulfilling the bank’s ambitious growth opportunities, the HIPO programme began in 2015 and has already delivered an army of nearly 150 professionals who are not just excelling in the workforce but leading by example.

The 5th batch of HIPO graduates were felicitated by the Group CEO, Dr. Adnan Chilwan, as well as other executives from the senior leadership team of the organisation.

The HIPO programme is an 18-month intensive leadership training schedule that includes a comprehensive suite of assessments, specialised training, mentorship, and coaching. Developed in partnership with globally recognised institutions, HIPO equips participants to excel in their roles and drive the bank’s strategic objectives.

To ensure the momentum is maintained, DIB has begun rolling out nominations for the next cohort for the next programme that is scheduled to commence in Q4 2024.

Commenting on the success and effectiveness of the journey undertaken so far, Dr. Adnan Chilwan, Group Chief Executive Officer of DIB, said, “The High Potential Programme is central to our inclusive talent development approach within the organisation, designed to prepare the next wave of leaders in the banking and financial sector. This initiative reflects our dedication to fostering outstanding talent by empowering individuals who possess the inherent traits with advanced skill sets ensuring both professional and personal elevation as well as quality   contribution to further the organisation’s strategic goals. Our ambition is to unleash these individuals into the financial world so that they support and positively impact the larger economic objectives of the UAE. I extend my warmest congratulations to all our graduates and look forward to their future contributions to our collective ambitions. We also extend our profound thanks to all our partners for their enduring commitment and involvement in our training endeavours, which are crucial in systematically cultivating quality professionals within our organisation.”

As DIB steadfastly invests in its workforce, the bank upholds its position of leadership in the banking sector as an Employer of Choice, committed to promoting professional development and fostering inclusivity at every level of the organisation including the vital Emiratisation Agenda.

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Hospitality

Dubai Airports to grow its solar footprint to cut its carbon footprint

Published

2 weeks ago

on

October 3, 2024

By

DA Etihad Solar Project

In the presence of His Highness Sheikh Ahmed bin Saeed Al Maktoum, Chairman of the Dubai Supreme Council of Energy, Chairman of Dubai Airports,and Chief Executive, Emirates Airline and Group, and His Excellency Saeed Mohammed Al Tayer, Vice Chairman of the Dubai Supreme Council of Energy, Managing Director and CEO of Dubai Electricity and Water Authority (DEWA), Dubai Airports announced a landmark collaboration with Etihad Clean Energy Development Company, a wholly-owned subsidiary of DEWA, to launch the world’s largest rooftop solar panel installation project at an airport.

To solidify this ambitious initiative, Dubai Airports and Etihad Energy Services Company formalised an agreement during the prestigious World Green Economy Summit organised by the Dubai Supreme Council of Energy, Dubai Electricity and Water Authority, and the World Green Economy Organization. The event, held under the patronage of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, took place at the Dubai World Trade Centre from 2 to 3 October 2024.

The agreement was signed by Paul Griffiths, CEO of Dubai Airports and Dr. Waleed Alnuaimi, CEO of Etihad ESCO.

His Excellency Saeed Mohammed Al Tayer said: “This initiative aligns with His Highness Sheikh Mohammed bin Rashid Al Maktoum vision to establish Dubai as one of the most sustainable cities in the world. While our roadmap outlines clear targets of achieving 25% of the energy mix from clean energy sources by 2030, and 100% by 2050, we are proactively accelerating our efforts. We anticipate surpassing these goals, potentially reaching 27% clean energy capacity as early as 2030, which would enable us to achieve our 2050 vision ahead of schedule. Undoubtedly, innovation and cutting-edge technologies are instrumental in expediting our progress towards a greener future.

This phased project of total 39MWp of clean energy, which will be fully operational by 2026, involves the installation of 62,904 solar panels across Dubai International (DXB) and Dubai World Central – Al Maktoum International (DWC) airports, set to generate 60,346MWh annually. It marks a significant stride toward decarbonising airport operations.

The solar panels, which will span passenger terminals and concourses across both airports, are expected to offset 23,000 tonnes of CO2 annually — equivalent to taking 5,000 cars off the road or powering 3,000 homes for a year. The energy generated will meet 6.5% of DXB’s power needs and 20% of DWC’s, reinforcing Dubai Airports’ long-term vision for cleaner, smarter, and more sustainable operations.

Sharing his insights on the initiative, Paul Griffiths, CEO of Dubai Airports said, “Airports are significant energy consumers, but with that comes tremendous opportunity and responsibility to drive real change. For us, this is not just about installing solar panels; it’s about embedding sustainability into the core of everything we do. Every kilowatt we generate from renewable sources brings us closer to shrinking our carbon footprint and future-proofing our operations. This is about setting the standard and leading the way for what a truly sustainable airport can achieve.”

Dr. Waleed Alnuaimi, CEO of Etihad ESCO, remarked, “Our longstanding partnership with Dubai Airports plays a pivotal role in our strategy to accelerate Dubai’s sustainability agenda. By broadening the solar footprint and implementing transformative initiatives like Shams Dubai, we are not only reducing energy demand but also driving the adoption of sustainable energy solutions across the emirate. This project, and others like it, demonstrates our commitment to building an integrated ecosystem that aligns with Dubai’s vision for a greener, more energy-efficient future.”

This solar initiative complements a series of ongoing environmental sustainability efforts by Dubai Airports, from strategic partnerships in the aviation sector to collaborative efforts within the oneDXB community, which includes airlines, service providers, and regulatory authorities managing the airport’s critical touchpoints. Whether it’s retrofitting hundreds of thousands of LED lights, optimising cooling systems, switching to biodiesel-powered ground vehicles, or cutting food waste to landfill, Dubai Airports is committed to making measurable, impactful changes — one step at a time.

The project builds on the successful installation of solar panels at DXB’s Terminal 2 and Concourse D, where solar power is already playing a vital role in reducing energy consumption and lowering emissions. While ambition and innovation drive progress, the key to achieving sustainable transformation lies in collaboration, foresight, and consistent action. Dubai Airports is focused on ensuring these values guide every initiative, aligning with Dubai’s and the UAE’s broader environmental objectives to create a better tomorrow, together.

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