1CIO Summit 2017
Role of ICT in shaping the transformation of SMEs in KSAIDC CIO Summit 2017 – Saudi Arabia
Anef AbanomiSTC Vice President Enterprise Sales
Chairman of the SME Acceleration Program
27th Sept 2017
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Contents
Why SMEs Important to Kingdom of Saudi Arabia
STC SME Market Study & Customer Insights
STC Transformation & Initiatives to Serve SMEs
SME Case Study and Closing Remarks
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JapanGermany
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KuwaitQatar
Oman
KSA UAE
France
SME Contribution to GDP
G7
GCC
SMES ARE A MAIN ENGINE FOR ECONOMIC DIVERSIFICATION
Economic Diversification and SME Contribution (Last 5 Years)
Note: Diversification Quotient, measures the diversity of contribution of different sectors to GDP (namely, Agriculture, Manufacturing, Services and Mining/ Utilities/
Construction), Sources: World Development Indicators; Strategy& analysis
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• SME contribution to GDP from 20% to 35%
• From 49th to 25th in Logistics Performance Index
• From 25th to top 10 in Global Competitiveness Index
• Umrah capacity from 8 Mn to 30 Mn every year
• Three cities to be recognized in the top-ranked 100 cities in the world
• Average life expectancy from 74 to 80 years
• Non-Oil government revenue from SAR 163 Bn to SAR 1 Tn
• From 80th to 20th in Government Effectiveness Index
• From 36th to top 5 in the E-Government Survey Index
SAUDI ARABIA VISION 2030
Hence Vision 2030 target’s SME development in support economic diversification
Vibrant Society
1
Thriving Economy
2
Ambitious Nation
3
Source: NTP and Vision 2030, STC Analysis
• SME contribution to GDP from 20% to 35%
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Infrastructure
Applications/ Services
Communications
Connectivity
Cloud
Applications
Payments
• Fixed and mobile voice communication services, bringing SMEs closer to their customers, employees, partners and vendors
• Data and internet connectivity services, providing SMEs access to global markets and information
• Cloud-based ERP/CRM applications allowing SMEs to switch from capex-based to OpEx-based on-demand models
• Digital payments services allowing SMEs to innovate in their business models
ICT Enables
Scalability,
Productivity and
Efficiency
ROLE OF INFORMATION AND COMMUNICATIONS TECHNOLOGY
Hence ICT plays a pivotal role in enabling national SMEs
Source: STC Strategy& Analysis
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Contents
STC Transformation & Initiatives to Serve SMEs
SME Case Study and Closing Remarks
STC SME Market Study & Customer Insights
Why SMEs Important to Kingdom of Saudi Arabia
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SMEA DEFINITION OF SME IN KSA
According to Small to Medium Establishments Authority (Monsha’at) the definition of SME includes all establishments less than 250 employees and 200 SR Million
No. of Employees
Micro Up to 5 0-3
Medium 50 to 249 40-200
Small 5 to 49 3-40
Large 250+ 200+
Revenues SR Million
Small to
Med
ium
Establish
men
ts
SME
Source: SME Authority, www.smea.gov.sa
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SME AWARENESS LEVEL FOR TELECOM & IT SERVICES
Although there is healthy awareness levels for basic Telecom Services, the same is not true for advanced Telecoms and IT services awareness amongst SME community in KSA
Source: STC SME Study 2016, Enterprise Accounts Analysis
*Full List of Services - Managed IP Telephony, CCTV, Managed WAN, Industry-specific Software (e.g. Autocad), Business Software (e.g. CRM / Inventory), IaaS, Managed Security, Security (DDOS), Fleet Management, Firewall / Malware Protection, SaaS, Asset Management, CoLocation, Mobile Pos, Managed Router, Email Security, Web / Email Hosting, Back-end Hardware (e.g. Server / Router),Front-end Hardware (e.g. Laptop / Printer), General Software (e.g. Microsoft Office)
Micro Up to 5 SR 0-3
Medium 50 to 249 SR 40-200
Small 5 to 49 SR 3-40
SMEs Awareness of ICT Services
VH Medium LowHigh
Telecom Services IT Services*
Basic Advanced Basic Advanced
Employees Revenues
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SME PERCEPTIONS REGARDING IT & TELECOM SERVICES
“SMEs perceive introduction of IT systems and hardware as being heaving on their CAPEX. This may have been true in the past, however technological developments especially Cloud Solutions have made the reverse true”
Critical for internal communication and contact with clients
•Seen as an essential part of the business
•Business cannot be run without these services
Seen as a standard service – known and used by all SMEs
•Across all types of SMEs, well established
•Sense of comfort and familiarity with the services
Easily accessable and available through STC
•Known to be present throughtout the Kingdom
•Universal access to such services is not seen as a concern
Source: STC SME Study 2016 – Qualitative responses
Tele
com
Se
rvic
es
Limited awareness and understanding of IT services beyond the basics
•Most SMEs may not be conversant with IT services available and the benefits / usage of these
Not seen as easily available locally in KSA
•Most SMEs were seen to be using service providers who either have a strong global presence (such as IBM, Dell, Google) or have operations outside KSA
Lack of clarity and comfort with IT services
•SMEs may be lacking the information and expertise to best utilize IT services
•Only few examples of SMEs looking for specialist / advanced IT solutions (mostly medium size firms)IT
Se
rvic
es
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KEY FINDINGS
On a concluding note: SMEs are diverse, have differing requirements and priorities; expect relevant offers, are value sensitive and prefer Integrated ICT Solution Provider
Decision making and
business needs vary as per employee size
Operating costs, Internet availability & speed are among the
top challenges
SMEs expect service provider to offer them
relevant productsand services
Adoption of higher order services is largely
driven by cost and efficiency
Budgetary constraints always cause barrier to adopting higher order
services
SMEs tend to prefer an integrated service
provider
Source: STC SME Study 2016, Team Analysis
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Contents
SME Case Study and Closing Remarks
STC Transformation & Initiatives to Serve SMEs
Why SMEs Important to Kingdom of Saudi Arabia
STC SME Market Study & Customer Insights
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STC EVOLUTION
In KSA, STC has transformed to become an Information & Communications Technology Provider
Vision
Governance
EcosystemBuilding
Infrastructure
Digital Services
Innovation / Entrepreneurship
Traditional Play ICT Play
Telecommunication provider
Static and silo organization
Generic HW / SW2 partners; Limited funding models
Fixed andmobile network
Nascent expertise and offering
Adhoc supportof ecosystem
National ICT champion and enabler of KSA’s digitization
Agile organization model, with customer centric business units
Niche ICT partners and startups; innovative funding models
Highly secure cloud infrastructure, IoT1
platform, etc.
Specialized skill force, building of key verticals and digital content
Funding of startups and involvement of SMEs
1) Internet of Things 2)Hardware, Software. Source: STC Strategy
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SUMMARY OF STC TELECOMS AND IT SOLUTIONS
STC lineup of 80+ products and services are designed to support SMEs at all stages of their growth
Fixed VoiceMobile Voice &
Messaging
Fixed BB & Bundles
Mobile Broadband
IoT & Manage Services
Hatif (Landline)
IP DID/DOD
800 Toll Free
Jood Aamal
Direct Internet
DIA Shamel
AamalNet
Business Network
Business Flex
Business SAWA
Bulk Messaging
QUICKnet Router
Fixed IP VPN
Smartphones & Tablets
Mobile IP VPN
Fleet Control
Fixed Date (Connectivity)
Cloud Services
Telecom Services IT Solutions
9200 Universal Access
Atheer (Landline over Mobile NW)
Managed Router
Anti-DDoS
E-Commerce
Data & Analytics
Cloud Native Apps
R&D Labs
ERP Solutions
Unified Communicatio
ns
Virtual Data Center
Web Hosting
Mobile PoS
Source: STC Solutions
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BENEFITS TO SME CUSTOMERS
STC portfolio is focused on driving value to the operating strategy, employees and customers and financial standing of SME customers
Productivity Software
Smart Solutions
Messaging Services
Cloud Services
Connectivity Services
Voice Services
Business Apps.
ICT Bundles
Internet Services
Smart Devices
Employee productivity, satisfaction and loyalty
Access to leading solutions to enhance operation efficiency
similar to large businesses
Customer satisfaction, usage and loyalty
Benefits
Increased revenues & profits
Source: STC Solutions
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EXTEND BENEFITS
… and includes round the clock customer services, reliable-redundant network and range of payment methods to suit customers requirements
• STC has 100+ Retail Points in 35 cities in KSA that serves SMES
• STC has also launched a Digital portal and Mobile App to address SME enquiries 24/7
• 909 is a dedicated call center for SMEs
• STC has 10+ field partners with 300+ FTEs to reach out to SMEs
Fast & Efficient Customer Services
• STC has the widest coverage in Saudi Arabia, ensuring high quality services for SMEs across the kingdom
Reliable Network Coverage
• STC provides OPEX based payment for SMEs, since CAPEX method does not fit SMEs
• STC also provides digital payment methods for fast and secure payments
• Qitaf Business for SMEs
Payment Methods
Source: STC Solutions
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MYBUSINESS.COM.SA
An example of business process and channel we introduced to better serve SMEs is STC Mybusiness portal and Mobile App. Customers can access accounts, subscriptions, Qitaf Business Program rewards and various development tools to help their business grow
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STC – MONSHA’AT PARTNERSHIP AND SME DEVELOPMENT INITIATIVES
Early 2017 STC partnered with Monsha’at and launched multiple initiatives in order to enable SME development in KSA. Major SME event – Biban 2017 was held in Riyadh last week.
Training and Support
National SME DatabaseProcurement Policies
STC and Monsha’at are launching the National SME Database for
SME developmentSTC has committed 60 Seats of its
training programs to SMEemployees and entrepreneurs
STC has committed at least 15% of overall procurement budget to
Saudi SMEs
Cloud Marketplace (BluValt)
Stakeholder Collaboration
Events/ Exhibitions
STC has participated in 20+ eventsand exhibitions related to SMEs in
2016 and 2017STC is collaborating with financiers
to offer innovative financing options for SMEs
STC launched a cloud marketplace to host local Saudi applications
Source: STC Strategy
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BLUVALT – CLOUD MARKET PLACE FOR NATIONAL SMES
In partnership with Monsha’at , the Saudi market place designed to offer SME’s scalable business applications regardless of the stage of growth. Local developers will be able to offer their cloud based applications to customers in KSA and the region.
With >10 subscription solutions and 20+ deployments to serve the various IT, marketing, sales, HR, finance, accounting, Operations and other administrative functions of SMEs.
Inline with Local Content aspirations Bluvalt is ready to loffer preferential access to locally developed applications
Source: STC Solutions
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Contents
SME Case Study and Closing Remarks
STC SME Market Study & Customer Insights
STC Transformation & Initiatives to Serve SMEs
Why SMEs Important to Kingdom of Saudi Arabia
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SAUDI PIZZA CASE EXAMPLE – ICT DRIVEN GROWTH OF SME (1/2)
• Presently leading the pizza market by driving product innovation, providing the best-in-class customer service
• Saudi owned and operated business
• Established in September 2013
• Growing from 42 stores to 300 by 2018
How did technology help with each incremental challenge or opportunity on the company’s expansion path?
SAUDI PIZZA EXPRESS
Disguised client name
?
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SAUDI PIZZA CASE EXAMPLE - ICT DRIVEN GROWTH OF SME (2/2)
In a short period of 4 years, this start-up SME entered the market and was able to over take leading international brands in the Pizza industry. Key to the success of this SME was the rapid deployment of scalable ICT solutions offered by STC
MORE STORES
Need to connect branches
High speeddedicated internet
connection
MORE CUSTOMERS
Need to respondto interested
customers (calls, online)
Scalable call center solution
Web Hosting solutions
MORE DIFFERENTIATION
Need to understand
customers and their interactions
ERP and CRM solution for
customer interaction
management
FURTHER REACH
Need to efficiently deliver
supplies across the branch
network
Fleet management solutions to
manage supplytrucks
PRODUCT QULAITY
Need to meet customers
expectations at scale
Quality control (temperature
sensors) within fleet
management solutions for
delivery agents
MORE ORDERS & CASH
Need to manage increasing orders
and manage larger volumesof cash
Point of Salesolution across the NW with integrated
inventory management,
ordering, reporting module, etc.
SAUDI PIZZA EXPRESS
This scale, this fast….only possible through smart use of ICT
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CLOSING REMARKS
Economic growth and diversification is a national priority for Saudi Arabia and SMEs are a key pillar in achieving this goal.1
ICT plays a pivotal role in enabling SMEs to develop, grow and expand locally, domestically and internationally.2
STC’s deep market knowledge, breadth of ICT products, services and solutions and dedicated SME Unit and channels is best equipped to accelerate national SMEs3
STC is committed to enabling the SME segment by further partnerships with Public / Private Sectors4
Look forward to a exciting and flourishing SME segment in KSA.5
Source: STC
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Thank you
Questions?
Please Visit us at one of our
100+ outletsto inquire about our products or schedule an appointment with one of our representatives
Call us at 909 Visit us at
www.stc.com.sa
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FIXED VOICE
Services Description
Description
Hatif Business• Hatif Business offers customers a discounted tariff as well as free minutes to call locally,
internationally or to mobiles. Additionally, enterprises are awarded free and discounted calls to STC mobile users that belong to the company
Atheer (Landline over Mobile NW)
• Integrated communications solution for enterprise clients that contains a phone line local calls & in calls, unlimited within the internal network, in addition to multiple Internet service at speeds 200, 100, 40, 20, 10, 4 MB to fit the needs of your facility's needs
IP DID/DOD• Integrated communications solution for enterprise clients that contains a phone line local calls
& in calls, unlimited within the internal network, in addition to multiple Internet service at speeds 200, 100, 40, 20, 10, 4 MB to fit the needs of your facility's needs
800 Toll Free• A unified number for the business that starts with 800 (customers call company for free) or
9200 (customer call company at a discounted rate and company pay part of the charges)
9200 UAN
• Business Flex is an Enterprise voice plan where the monthly subscription is fixed at specific cap or limit. Each employee can recharge using SAWA as needed. Flex offers unlimited calling with other colleagues in the company and access to all add-on packages and data bundles as needed
Source: STC Solutions
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FIXED BROADBAND & BUNDLES
Services Description
Description
Jood Aamal• Integrated communications solution for enterprise clients that contains a phone line local calls
& in calls, unlimited within the internal network, in addition to multiple Internet service at speeds 200, 100, 40, 20, 10, 4 MB to fit the needs of your facility's needs
Direct Internet• Provides secured Internet access over STC MPLS network and STC Internet Gateway. The
service guarantees 1:10 internet dedication which result in more professional internet experience at low cost
DIA Shamel• Offers dedicated secured Internet connection from client throughout STC MPLS Network from
one source Access & internet from STC
AamalNet
• The service consists of a internet access via DSL, integrated professional business router with Wireless features, firewall, IPS and VPN capabilities. In addition, Value Added Services (VAS) are provided as additional services paid for separately. This is intended to customize the basic service to meet the different needs of different customers.
Source: STC Solutions
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MOBILE VOICE & MESSAGING
Services Description
Description
Business Network• Business Network offers multiple voice packages for all levels of employees without the burden
of any bill on the employee. It includes unlimited minutes for communicating with your colleagues, and as well as handsome freebies including data bundles and device discounts
Business Flex
• Business Flex is an Enterprise voice plan where the monthly subscription is fixed at specific cap or limit. Each employee can recharge using SAWA as needed. Flex offers unlimited calling with other colleagues in the company and access to all add-on packages and data bundles as needed
Business SAWA• : Prepaid package and allowing subscriber to recharge his account by SAWA vouchers available
in markets.
Bulk Messaging• Providing companies the ability to send SMS message in bulk to selected or random customers
at once
Smartphones & Tablets
• It is a service that allows the customer to get the latest tablet device with data.
Source: STC Solutions
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MOBILE BROADBAND
Service Description
Description
QUICKnet Router• Business Network offers multiple voice packages for all levels of employees without the burden
of any bill on the employee. It includes unlimited minutes for communicating with your colleagues, and as well as handsome freebies including data bundles and device discounts
Source: STC Solutions
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INTERNET OF THINGS (IOT) & MANAGED SERVICES
Services and Solutions Description
Description
Fleet Control• Fleet Control service offer a fleet management solution that provides information about a
company fleet including tracking car movement, location, driver behavior, reports, fuel Management, Speed alerts and zones
Mobile PoS• Point of Sales (PoS) service, offers Banks, merchants and cardholders full ability to process
card payment transaction efficiently trough STC Networks facilities (over wired network or SIM card)
Anti-DDoS• Distributed Denial of Service (DDoS) attacks protection using Arbor Networks ISP Platform
operated by STC In-Cloud and/or multi-tierd DDoS mitigation services
Managed Router
• Value - added service for IP-VPN customers. MRS is designed to provide advanced services of the highest quality and proffissional expertise by supplying customers router, its installation, configuration, monitoring and management thus ensuring an end to end high level service quality .it provides on going router supervision, operation, maintenance, updates and performance reports .
Source: STC Solutions
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CLOUD – WEB SCALE SYSTEMS
Services and Solution Description
Description
E-Commerce• Install an "out of the box" shopping cart systems• Utilize features such as: Order management, Multiple payment gateways, Multiple language
and currencies, Shipments and payments tracking and Multi-screen support
R&D Labs
• Leverage the cloud to experiment new researches• Leverage STC Cloud resources in R&D without building massive labs• Take advantage of STC Cloud Marketplace Open APIs to move applications from R&D to
commercialization
Cloud Native Apps
• Design, build, and deploy web-scale applications using STC’s open platform and pre-configured solutions
• Build dynamic elastic applications that can scale up and down automatically by leveraging STC Cloud resources allocation APIs
Data & Analytics
• Develop, launch, and manage databases on the cloud• Run queries more efficiently and faster using STC Cloud’s computing power and flexible
storage capacity• Visualize and analyze data to gain
Source: STC Solutions
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CLOUD ENTERPRISE BACK-END & FRONT-END
Services and Solutions Descriptions
Description
Virtual Data Center
• Provision computing needs quickly and leverage STC Cloud’s benefits: High availability & redundant setup, Highly physical secure environment, Flexible resource allocation and reduction, Pay for what is used with no upfront investment, No limitations on available bandwidth
ERP Solutions• Launch an ERP system to streamline business with a comprehensive suite of applications:
Finance, Project Mgmt., Warehouse Mgmt., Manufacturing, Financial Mgmt. and HR
Unified Communications
• Provides communication services such as messaging and file sharing • Store and edit documents online• Update calendar and synchronize contacts• Access services through PCs and mobile phones
Web Hosting
• Build and run websites for large and small organizations• Upload web applications• Automate backup of data to prevent data loss and business disruption• Handle high load traffic requirements as the business grows
Source: STC Solutions
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STC SME MARKET STUDY 2016
We conducted a thorough assessment of KSA’s SME market to ensure we remain focused on national priorities and equip customers with affordable tools to fulfill their business needs
Gain a 360 degree understanding of the SME market within Saudi Arabia
Detailed market assessment of the current and future opportunity within the SME sector and how to serve them well
Understand how STC currently aligns to high growth areas within SMEs
Detailed market assessment of the current and future opportunity within the SME sector and current STC offering
Understand customer behavior, usage and experience within SMEs
Understand awareness, usage, needs, challenges, decision making and switching triggers for ICT services within Saudi SMEs
Identify Go-to market approach most suitable for Saudi SMEs
Concrete recommendations on Go-To Market approach, tackling competitive threats and how STC can be competitive within the marketplace
This study included but not limited to:
1. SME market sizing exercise
2. SME customer usage and attitudes profiling
3. Insights to SME priorities, challenges and aspirations
4. Go-to-Market approach recommendations
5. New areas for STC and STC partners exploration
Source: STC SME Study 2016
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6% of Middle East public lives under digitized Government
10% of VC funding as compared to US, relative to GDP
only 2 (out of 200 globally)Digital start-up unicorn (Souq & Careem) in Middle East
with mkt. cap > USD 1 Bn
Digitization indexSignificant disparity between countries
CURRENT STATE OF DIGITIZATION IN MIDDLE EAST
… despite significant opportunities, Middle East is lagging behind in realizing the full potential of digitization
< 5% Digital economy’s contribution to Middle East GDP
Lower contribution to GDP
Disparity among Middle East countries
Lack of ICT supply & Innovation
Lagging digitized Governments
Very few globally competitive businesses
Lack of Digital unicorns
1
2
3
4
5
6
only 1% of top 1,000 ICT companies by revenue are in Middle East
Source: McKinsey&Company, STC Strategy
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MYRIAD ECONOMIC AND SOCIAL BENEFITS OF DIGITAL ECONOMY
The digital market could add USD 95 billion per year to the Middle East’s annual GDP
DIGITAL
IMPACT
Economic growth
Job creation
Productivity
Increased digital penetration has a substantial impact on economic growth and access to global trade
Digital has a powerful multiplying effect: International cases show that each digital job creates 2-4 jobs elsewhere in the economy
Moreover, those are high-value jobs(wages ~30% above average)
The industries that most harness digital experience the greatest productivity increases
Economic Impact
Poverty
Experiences in countries such as Bolivia and India shows that digital can be a tool for inclusion and increased income among the disadvantages
EducationEducation can be provided to the masses at low cost and good quality, using e-education tools
HealthcareE-health enables new forms of healthcare management and provision, increasing patient coverage and improving quality
Environment
Digital can make an enormous contribution to the environment
Others
Moreover, digital can help in reducing crime, increasing road safety, enhancing financial inclusion, and improving farming
Social Impact
Source: World Bank; Nasscom; Van Reenenet al. (2005), MGI; UNESCO; Smart 2020report; press clippings, McKinsey&Company
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OIC AND GCC ARE SIGNIFICANTLY BEHIND THE RACE IN GLOBAL TRADE OF SERVICES
Digitally Economies are leading Global Trade in Services; Rapid adoption of broadband ICT solutions can provide SMEs the flexibility and power to expand into untapped international markets and in turn uplift the national economy
0
2,000
4,000
6,000
8,000
10,000
12,000
14,000
16,000
18,000
20,000
USD
Bill
ion
Services - World
Products - World
Services - G20(Group of Twenty)
Services - OIC(Organisation ofIslamic Cooperation)
0
50
100
150
200
250
300
350
USD
Bill
ion
Saudi Arabia China
China, Hong Kong SAR India
Korea, Republic of Lebanon
Malaysia Singapore
Turkey UAE
UK
Sources: UNCTAD, Global Competitiveness Report and STC SME-APP Analysis
Total Trade in Products & Services - World, G20 & OIC Total Trade In Services - By Country
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EVOLUTION OF TELCO PLAYERS
Some of the leading telco players have successfully transitioned from traditional services to adjacencies and digital verticals
Consolidation and international expansion
1 First wave of Telco growth
• Increasing scale of existing products and services
• Geographical expansions
• Market consolidation
Entering adjacencies of close proximity
2 Second wave of Telco growth
• Expanding scope of services
• Moving towards dual-play and triple play
• Entering into basic IT services
Entering digital and technology space
3 Third wave of Telco growth
• Entering into industry verticals
• Financial services, Media, Advertising, IT services
• Moving across value chain
Evolution of telco players
Source: STC strategy
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TELCOS INDUSTRY IS CHANGING FAST
New digital reality
B2B and B2G are growth engines
Digital services own the customer relationship
Value shifts downstream
Data explosion leads to platform dominance
At-scale plays with “winner-takes-all”
Connectivity and cloud power the ecosystem
‘Digital’ ecosystem: the new Telco landscape
Services and applications
Connectivity & infrastructure
Towers and other infrastructure (fiber, DCs)
Connectivity
Customers B2G B2B B2C
Platforms and cloudPlatforms
E-commerceAdvertisingIoTMusicBankingVideo Health
A revolution giving rise to a new digital landscape where more value is centered downstream
Source: STC Strategy
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Taxi hailing
Launched in
2012
• App-based car booking service
• Operates across 20 cities, 30% MoM growth in core markets
• Closed a USD 60 Mn series C funding round in Nov’15
Cloud
call
center
Cloud-
based
data
hosting
CRM GPS
tracking
unit
Sele
cted
GC
C s
ucc
ess
sto
rie
s w
ith
Dig
ital
/IC
T en
able
men
t
Launched in
2013• Pizza restaurant with a digital twist
• Known for its quick service and ability to deliver online
• Operates 80+ stores across the kingdom Usage
analytics
tracker
Cloud-
based
data
hosting
CRM Custom
phone
number
Launched in
1994
• International mail delivery and logistics services company
• Operates a 1500 vehicles fleet across 350+ cities/villages
• Employs 2700+ staff spread around 5 major hubs
AVL
tracking
Cloud
call
centre
CRM ERP
Launched in
2012• Web and app based food delivery service
• Operates in 5 cities in KSA and Bahrain Usage
analytics
tracker
Cloud-
based
data
hosting
CRM Custom
phone
number
Logistics
Take-away
Fast food
Launched in
2005• E-commerce platform similar to Amazon
• Operates across 7 countries across the GCC
• Acquired by Amazon in 2017Usage
analytics
tracker
Cloud-
based
data
hosting
CRM ERP
E-commerce
9200
9200
CASE IN POINT: SUCCESS STORIES IN THE GCC
Majority of below companies built digital from day 1 and have wide REACH, can SCALE at will and can MANAGE their growth because they are heavily digitized and practice digital effectively.
Source: STC
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Yesterday’s coffee shop /
restaurantIC
T-e
nab
led
op
erat
ion
to
day
Connects the customers on secure WiFi and gathers their contacts through ‘secure-connect’ client in each of the branches
Allows orders, bookings and inquiries through web, mobile-apps and 3rd party integrated portals
Runs a restaurant management platform integrated with on-site hardware, which enables the link between staff and the kitchen
Operates a cloud call-center for orders, which is shared with other companies to manage low-usage periods
Uses AVL tracking to monitor the delivery vehicles and shares their live location with the customer
Ensures optimal utility and other resource use through remote control and monitoring software
Takes credit-card payments securely and on-the-go or through on-line portals
Stores customer contacts, preferences and delivery addresses on a centralized CRM system used by the all branches
Manages financial accounts, customer and supplier billing through centralized procurement system
Leverages ERP for all internal tasks from employee pay-roll to technology and human resource management
Ensures premise security through CCTV & alarm system controlled and monitored over mobile devices
Ind
ust
ry-g
eare
d s
olu
tio
ns
Mo
bili
ty e
nab
lem
ent
Ad
min
, Sec
uri
ty &
Fin
ance
Ready to scale as all solutions are subscribed ‘As-A-Service’
Present on the street
Paid in cash
Managed from ‘paper books’
Reached by phone
CASE STUDY: OLD COFFEE SHOP VS. CONNECTED CAFÉ EXPERIENCE
Digital presence and operation can help even the simplest businesses reach wider audiences, be more agile and prepare for growth.
Source: STC