How Digicel fuels SMB digitalization through communication platform partnerships

Small and medium sized businesses (SMBs) are starting to feel the effects of a digital-first economy. The need for digital solutions that streamline processes and simplify business-to-consumer communication has never been more apparent.

And SMBs know this:

Small and medium businesses are an integral part of every community – improving quality of life through job creation, outreach, events, inclusivity, and sustainability. Many also source other local goods and services – supporting local entrepreneurs and increasing economic stability. Which is why it’s important for such businesses to continue to grow.

But with 37% of SMB owners citing inflation as their biggest challenge, it seems consolidated, economical solutions are their only option.

This is why partnerships play a key role in meeting SMB needs. Combining the technology of communication platforms with the widespread connectivity of telecom providers, SMBs can fuel their business with fast, connected, digital-first experiences at a lower cost.

We sat down with Kishner Cowell, Group Head of Sales at Digicel to understand how telcos are helping SMBs digitalize their communication, and how our partnership stands behind the conversational experiences they’re able to provide.

The business-to-consumer bond among small and medium businesses is strong, with communication playing a leading role. But with large enterprises introducing faster, more personalized experiences, customer needs and expectations are starting to change.

As more consumers turn to online businesses and communities, SMBs are starting to face challenges with old, expensive technologies that limit their ability to connect on customers’ favorite platforms. And this disconnect between local businesses and their communities is what fuels the rising need for digital transformation within the industry.

Overall, it’s important for SMBs to digitalize so they can:

The good news is that digitalization for SMBs isn’t as scary as it might seem. In fact, it’s a lot easier, faster, and cheaper to foster relationships with customers online than in-person. The right digital tools and technologies can even help SMBs blend the two together. By connecting through the right channels, small and medium business owners can understand their customers better, personalize interactions, and tailor their products and services.

Investing in digital marketing and communications solutions will increase business for SMBs. Which will lead to more money and resources that they can invest in hiring new employees and giving back to the community through events, workshops, and outreach programs.

SMB owners that have implemented digital marketing and communication solutions have seen the positive, long-term effects on business – and their local economy.

With automated omnichannel solutions, small and medium businesses can streamline processes, making every interaction move quicker and with much less effort – reducing costs and resources. This also takes away tedious, mundane tasks, giving business owners extra time that they can use to innovate and pour back into the community.

Personalization makes every interaction go a long way, too. Local businesses that can customize and personalize their messaging can build a stronger bond with customers – supporting long–term loyalty and engagement. And telcos are helping them do this.

Telcos looking to help SMBs embrace digitalization are tailoring solutions to combine connectivity with cutting-edge technology, including:

Digicel is a leading example, shifting from providing only high-speed internet to full cloud-based messaging solutions, which enable SMBs to build a robust presence online. And they do this by engaging other digital solution partners to provide these integrated solutions to SMB customers – showcasing how telcos can empower small and medium businesses on their digital transformation journey.

Offering a range of communication channels, such as WhatsApp, email, and SMS, enable SMBs to engage with customers in real-time and provide personalized support. Chat apps, specifically, have revolutionized customer communication – enabling SMBs to:

These apps help businesses set up conversational experiences, making it easier to inform and connect with customers at every stage of their buying journey. And customers expect this. They want real-time conversations that feel like they’re chatting with their family and friends – and they want to browse, shop, review, and get help from brands all in one place.

Telcos can further empower these interactions with a unified communications platform that allows SMBs to manage interactions across multiple channels and throughout the entire customer journey, from one workspace. They can also use this workspace to access reporting and analytics that provide insights to fuel data-driven decisions that can transform their business, such as response times or customer satisfaction.

Telcos are the base of what SMBs need to stay connected with customers. But simply staying in touch is not enough. Customers bounce back and forth between a wide range of channels every day, which means that businesses looking to meet their needs must be present across those channels and devices.

That’s why telcos turn to communication platforms in partnership, to expand their offering and empower SMBs through:

The right mix of channels such as WhatsApp, SMS, Messenger, RCS, Viber, and more, supported by an adaptable, scalable solution on the backend enables SMBs to build a long-term conversational strategy.

Partnerships future-proof a telco’s offering through continuous development and innovation at a lower cost and with less resources. Enabling them to offer a portfolio of communications solutions powered by their widespread connectivity and reach.

Telco and communication provider partnerships ease investments for SMBs that want to get ahead, eliminating the need to build infrastructures themselves. These partnerships enable telcos to offer bundled services at discounted rates for SMBs, reducing costs for their business. And above all, combining cutting-edge technologies means telcos can offer scalable solutions that can grow with SMBs into the future – as they expand and require more bandwidth, storage, or channels.

Digicel and Infobip are paving the way in Jamaica – enabling small and medium businesses to set up conversational experiences on their favorite chat apps. If you’re looking to expand your telco offering to better serve the SMB market, you can meet your business goals by setting up omnichannel communication services, too.