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The SME
Market
Connect My
Business
Manage My
Business
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Understanding and serving
SME customers
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How to use
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The SME
Market
The aim of this toolkit is to give you an understanding of how to serve SME Customers.
This will teach users how to offer SME customers the best service and products to serve
their individual needs.
To navigate through this template all you need to do is click on the relevant tabs on the
left hand side:
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The tab that you are
currently on is
highlighted in red.
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Each tab may have a number of sub-sections,
select these by clicking on them. The sub-section
is also highlighted in red.
As you work through the tabs you will come across a flashing
there to provide you with a bit more information on the topic.
These take the form of:
• Notes:
sign. These are
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The SME
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Connect My
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What is an SME?
What is an
SME?
SME Market
Segmentation
Technology
Roadmap
Sales Approach
Strategic Pillars
Product
Offerings
MTN’s Approach
MTN Offers…
An SME is a Small to Medium Enterprise.
Enterprises are businesses that are privately owned and operated, with a relatively small
number of employees. There are different definitions for what constitutes an SME business,
however they are normally privately owned by corporations, partnerships or sole
proprietorships. Typical examples of SME businesses include: convenience stores,
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tradesmen, accountants, restaurants, guest houses, manufacturing, and online businesses, etc.
The list of the type of SMEs is endless.
For this purpose MTN defines an SME customer specifically as a customer that employs less
than 200 employees.
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
A customer who employs more than 200 employees is deemed a corporate
customer.
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The SME
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SME Market Segmentation
What is an
SME?
SME Market
Segmentation
Technology
Roadmap
Sales Approach
Strategic Pillars
Product
Offerings
MTN’s Approach
MTN Offers…
Within the SME segment, there is further differentiation between micro, small and medium
enterprises.
Micro enterprises are a type of small business, normally having 2 to 10 employees and
normally don’t require mayor seed capital.
Small enterprises normally have between 11 and 50 employees.
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Medium enterprises normally have between 51 and 200 employees.
In general, micro and small enterprises are operating out of necessity, and therefore their
specific telecoms needs are extremely price sensitive.
These types of businesses always look for
the most cost effective telecoms
solution.
The small and micro segments are similar
in terms of their needs, however they do
differentiate in terms of company size,
industry, revenue generation and
telecoms spend.
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The SME
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SME Technology Roadmap
What is an
SME?
SME Market
Segmentation
Technology
Roadmap
Sales Approach
Strategic Pillars
Product
Offerings
MTN’s Approach
MTN Offers…
The type of needs that an SME would require from a telecommunications perspective may
differ depending on the company’s business’s life cycle i.e. maturity level. The technology
map below depicts the various needs that you should understand in order to sell solutions that
are appropriate to the SME’s based on where in their business cycle they at.
• Business Tools such as Laptops, Mobile phones,
Smartphones, PCs
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• Access and communications like Internet and email
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• Web presence through domains
• Marketing space via websites
• Business integration through networks
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The SME
Market
Connect My
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MTN’s Approach to the SME Market
What is an
SME?
SME Market
Segmentation
SME Technology
Roadmap
Sales Approach
Strategic Pillars
Product
Offerings
MTN’s
Approach
MTN Offers…
MTN has a wide range of products and solutions tailored to provide entrepreneurs the
connectivity solutions they need to make their business an even greater success.
MTN understands the value of good communication with customers, suppliers and staff.
Implementing one or several of the products designed to enhance productivity, efficiency
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
and communications can greatly improve relationships and productivity all round. These
solutions also give SME’s the ability to efficiently respond to new business opportunities, giving
them the competitive edge.
By partnering with MTN, not only will SME’s enjoy the benefits of a service provider who
understands their business and its unique needs, but a service provider which can provide
products and services tailored to meet those exact business needs.
Through years of experience across many different business sectors MTN is able to provide
SME's with the right tools, technology, products and solutions to help them grow their
business, all supported by comprehensive technical support and after-sales service.
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The SME
Market
Connect My
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MTN Offers…
What is an
SME?
SME Market
Segmentation
SME Technology
Roadmap
Sales Approach
Strategic Pillars
Product
Offerings
MTN’s Approach
MTN Offers…
MTN does this through:
• Conveniently locates stores
• Dedicated service and support
• A skilled insightful professional sales team – that’s you!
• And by providing needs based solutions and value added business and lifestyle offers
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
At MTN we offer:
• Unique customer centric solutions based on different SME business life stages, size and
industries
• Service/solution driven (not product driven) with a Dedicated Business Contact Centre and
point of contact for the customer with Skilled professional consultants with unique SME
insight
• Multiple Channel approach
• And SME champions in Branded Retail Channel stores
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The SME
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Connect My
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MTN’s Sales Approach
What is an
SME?
SME Market
Segmentation
SME Technology
Roadmap
Sales
Approach
Strategic Pillars
Product
Offerings
MTN’s Approach
MTN Offers…
MTN’s sales approach to the SME market doesn’t differ from any other customer service that is
currently offered. However, you need to understand that the SME market has a unique
need that MTN wants to provide a solution to.
Customers must experience MTN as:
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• Being innovative
• Truly understanding their needs
• Keeping them informed
• Solving their telecom business problems
MTN follows a focused and integrated one on one approach with the customer. With this
outlook you can better understand the customer’s needs, and build win-win relationships
with them.
Remember:
• You are an MTN SME ambassador
• You are selling a solution based on your expertise
• To know your competition
• To understand your customer’s needs
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The SME
Market
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Manage My
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MTN’s Business Strategic Pillars
What is an
SME?
SME Market
Segmentation
SME Technology
Roadmap
Sales Approach
Strategic
Pillars
Product
Offerings
Broadband
Devices
Appendix
Broadband
Packages
Appendix
MTN Offers…
The needs of the SME will be addressed through the Strategic Pillars of:
CONNECT
MY BUSINESS
BUILD
MY BUSINESS
MANAGE
MY BUSINESS
BENEFIT
MY BUSINESS
CONNECTIVITY
INFRASTRUCTURE
PRODUCTIVITY
Includes Voice;
Internet & email
solutions.
Includes Hosted
services.
Includes “off the shelf”
CRM & cloud related
solutions.
VALUE ADDED
SERVICES
Includes Value Added
Services.
*coming soon*
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Selling to &
Serving the
SME
MTN’s Approach
Connect
Benefit
Manage
Build
MyMy
My
My
Business
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Business
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Information
behalf. Products
Technology
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needs.
this category include “off the
shelf” CRM and cloud related solutions.
Click on each
solution for an
overview
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The SME
Market
Product Offerings
What is an
SME?
SME Market
Segmentation
SME Technology
Roadmap
Sales Approach
Strategic Pillars
Product
Offerings
meet all their telecom needs:
Connectivity solutions such as:
• Voice plans
• Voice and Internet solutions
Connectivity
• Data packages and services
• Converged Data offering
CRM &
Productivity
Solutions
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• SMS packages
• Mobile Services
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Selling to &
Serving the
SME
MTN Offers…
The following solutions are tailored to meet the SME’s usage patterns, fit their budget and
Connect My
Business
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MTN’s Approach
These include:
• MTN InsightPlus
Value Added Services such as SME ProPack:
• NSMC Membership
Value Added
Services
• MTN FAX2EMAIL
• BizAssist
• Google Awards
• Website in a Box
• 1-4-1
Connect My Business
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The SME
Market
Connect My
Business
Introduction
MTN4SME
Qualification
Criteria
Discount
Guidelines
Business Rules
Discount
How To
SME Plus
Decision Tree
Process
Internet & Email
MTN Broadband
MTN offers the widest range of convenient and cost-effective connectivity plans, from flexible
MTN AnyTime contracts to Pre-paid solutions, and MTN TopUp options that combine the two.
MTN has a comprehensive range of mobile telecommunication solutions and products all
geared towards keeping an SME connected. With the mobile voice solutions from MTN, SME's
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
can do the following:
With the mobile voice solutions from MTN, SMEs can do the following:
• Enable all SME stakeholders to talk to each other, no matter where they are
• Send and receive text messages
• Keep in contact with their customers at all times
• Close deals on the go
• Effectively manage their spend on mobile communications
These solutions include the following:
• Handsets
• Voice plans
• MTN4SME (Discount rate)
• SME Plus
MTN4SME Deals
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The SME
Market
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Manage My
Business
Introduction
MTN4SME
Qualification
Criteria
Discount
Guidelines
Business Rules
Discount
How To
SME Plus
Decision Tree
Process
Internet & Email
MTN Broadband
MTN4SME deals are discounted voice plans only available on any of the MTN AnyTime and MTN
Anytime TopUp packages. These deals are applied at account level and cannot be applied to
accounts that have already been discounted.
With any of the MTN4SME deals, SME customers receive the following:
• Free SIM card
• Free connection
• Free Caller Line Identity
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• Free Itemised Billing
Selling to &
Serving the
SME
• A discount on usage which applies only to out of bundle voice minutes and excludes
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• A discount on the monthly package fee
international roaming and calling; data, SMS, MMS and premium rated calls
Below is a list of the MTN4SME deals discount range:
MTN4SME
3%
MTN4SME
6%
MTN4SME
9%
SME4SME
10, 11 or 12%
Qualification Criteria
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The SME
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Manage My
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Introduction
MTN4SME
Qualification
Criteria
Discount
Guidelines
Business Rules
Discount
How To
SME Plus
Decision Tree
Process
Internet & Email
MTN Broadband
Three guidelines apply when determining which MTN4SME deal a SME customer will qualify for:
1. The number of lines the customer has with MTN. The following applies:
Guideline for the number of lines
Discount
2 to 10 (Micro)
3%
2 to 10 (Micro)
6%
11-50 (Small)
9%
11-50 (Small)
10%
51-199 (Medium)
11%
51-199 (Medium)
12%
The more lines the SME customer has or subscribes to, the greater the discount.
2. The Price Plan/s that the customer is subscribed to i.e. the higher the price plan, the
better the discount that may be given.
3. The actual spend on the line/account i.e. when a SME customer has a high spend on a
few lines, a greater discount may be given, with the approval of MTNSP senior management.
Discount Guidelines
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The SME
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Introduction
MTN4SME
Qualification
Criteria
Discount
Guidelines
Business Rules
Discount
How To
SME Plus
Decision Tree
Process
Internet & Email
MTN Broadband
The guideline is purely based on values derived from a R50 Package through to a R1500
Package and excludes any additional usage billed.
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The Discount Guideline Table
Discount
Customer Spend
Number of Lines
From
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To
3%
2 to 10 / Professional
R 100.00
R 2 000.00
6%
2 to 10 / Professional
R 700.00
R 15 000.00
9%
11-50 / Professional
R 550.00
R 10 000.00
Broadband
Devices
Appendix
10%
11-50 /Professional
R 3 850.00
R 75 000.00
11%
51-199 /Professional
R 2 550.00
R 39 800.00
Broadband
Packages
Appendix
12%
51-199 / Professional
R 17 850.00
R 298 500.00
Selling to &
Serving the
SME
Professional refers to either a Lawyer, Doctor, Engineer, Specialist, Entrepreneurs,
Architect, Chartered Accountant.
Business Rules
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The SME
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Introduction
MTN4SME
Qualification
Criteria
Discount
Guidelines
Business Rules
Discount
How To
SME Plus
Decision Tree
Process
Internet & Email
MTN Broadband
The applicable Business Rules are:
• The business rules have remained unchanged on a consumer package – the customer must
be vetted as an SME to receive he benefit of this product.
• Where the contract has a reduced subscription, the store should submit a 0% SME discount
authorization form as no additional discount may be applied to discounted packages.
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• Where a voice contract has no reduced subscription, the store should submit the SME
discount authorization form indicating the discount to be applied.
• Where a data contract has no reduced subscription, the store should submit the SME discount
authorization form indicating a discount of 5%.
MTN4SME Discounts are applied at the discretion of the Regional Managers and Dealer
Principles.
• Where a contract already has a reduced subscription, the Branded Retail Channel Store
should apply 0% on the MTN4SME Activation Request Form as no additional discount may be
applied to discounted packages.
• In the case where the above is not applicable, discount percentages applied may vary
between 3, 6, 9, 10, 11 or 12%.
• Once the discount has been determined, the SME Subscriber Form and MTN4SME Activation
Request Form (Attached) should be completed.
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The SME
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Deciding on and Applying Discounts
Introduction
MTN4SME
Qualification
Criteria
Discount
Guidelines
Business Rules
Discount
How To
SME Plus
Decision Tree
Process
Internet & Email
MTN Broadband
Specific rules apply to MTN4SME deals, where a 10, 11 or 12% discount may be
offered. Please note:
• This discount guideline was initially for medium SME's who used more lines and received a
bigger discount. However there are customers on the MTN database that are high revenue
generators or manage their accounts exceptionally well and it is at the discretion of the store
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supervisor / manager to offer the bigger discount.
• If a request falls out of the set parameters, then a motivation is required on why that
discount needs to be applied. The senior sales manager must approve it.
• Approval at BRC Senior Management level needs to be obtained for all channels when the
discount is offered to customers.
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
New SME
example
Click here for more information
Existing SME
example
With
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the following:
1 x MTN AnyTime 200
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2 x MTN AnyTime 50 TopUp
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and
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qualify
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thethe
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3%
discount.
SME Plus
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The SME
Market
Connect My
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Manage My
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Introduction
MTN4SME
Qualification
Criteria
Discount
Guidelines
Business Rules
Discount
How To
SME Plus
Decision Tree
Process
Internet & Email
MTN Broadband
SME Plus is a suite of solutions that has been created to make the SME business more
profitable, efficient and productive. All the solutions were crafted with SME’s in mind, taking
into consideration their needs to reduce costs, manage expenditure and still be connected to
their customers and suppliers.
SME Plus is only available for new acquisitions on the following 24 month Postpaid price plans:
• Contract voice packages
• Top-up voice packages
• Internet packages
When taking up the SME Plus product the customer receives one discounted line, for the
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
period of six months, for every five lines. This means that the SME customer will not have
to pay the subscription of that line for the first six months. Please note that the discounted
line is taken on the lowest package.
Refer to the SME Plus e-learning for further details and applicable business rules.
SME Customer Decision Tree
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The SME
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Connect My
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Manage My
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Introduction
MTN4SME
Qualification
Criteria
Discount
Guidelines
Business Rules
Discount
How To
SME Plus
Decision Tree
Process
Internet & Email
MTN Broadband
For detailed information on the SME Customer Decision Tree Process Products between
MTN4SME and SME Plus, click below.
Click here
Internet and Email Solutions
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The SME
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Connect My
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Introduction
MTN4SME
Qualification
Criteria
Discount
Guidelines
Business Rules
Discount
How To
SME Plus
Decision Tree
Process
Internet &
Email
MTN Broadband
MTN Internet Solutions enables the SME to run their business from anywhere. This solution
offers MTN Internet Packages and/or Internet Bundles, with an in-office option ; out of office
option or both . The internet and email products and services will allow the SME to do the
following:
• Send and receive email
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• Browse the internet securely
• Allow staff members to connect to each other at the office or from outside
• Share and review documents quickly and easily
• Send quotes or proposal documents on the go
• Enable staff and managers to manage and coordinate diaries and contacts
Selling to &
Serving the
SME
Mobile Internet allows MTN customers the ability to connect to the internet at the fastest
possible speeds available on the MTN network using a handheld or internet device like a
Broadband
Devices
Appendix
modem, while on the move. The two Internet and Email solutions for SME's are known as “in-
Broadband
Packages
Appendix
Out-of-Office
In-office
office” and “out-of-office”.
In-Office
Out-of-Office
• The discounted
Out-of-office
In-office
solutionsolution
includesincludes
an MTNadata
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router,of
which
the SME’s
allowschoice
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MTN Business
24-month
24-month
data packages.
data packages.
MTN Broadband
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The SME
Market
Connect My
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Introduction
MTN4SME
Qualification
Criteria
Discount
Guidelines
Business Rules
Discount
How To
SME Plus
Decision Tree
Process
Internet & Email
MTN
Broadband
MTN offer world-class, secure and high-speed broadband data solutions using GPRS,
EDGE, 3G, HSDPA and HSUPA.
With MTN, the SME will enjoy a wide range of choice, flexibility, best utility value and cost
efficiency.
MTN Broadband will provide the SME customer with the following benefits:
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• Carry-over of unused data for up to 60 days
• High-speed data transmission using a network of technologies
• Uniquely tailored data packages
• MTN offers High-speed data via the 3G network with speeds of up to 21 Mbps
• MTN offers flexibility by allowing subscribers to load multiple internet bundle in a 30 day
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
window period/one bill cycle
Personal Information Management (PIM) – with MTN’s internet bundles a customer can manage
their diary and contacts on the discounted subscription and usage charge on any of MTN Inoffice and Out-of-office data solutions.
Refer to the Broadband Devices Appendix for information on the devices and
solutions offered to SME customers.
You can also refer to the Broadband Packages Appendix for a breakdown of the
packages offered.
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Introduction
MTN Insight Plus
How it works
Reporting
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The SME
Market
Connect My
Business
MTN has a comprehensive range of products and services designed specifically to allow SME's to
do the following:
• Communicate with their customers via bulk or personalised text messages
• Find customer records quickly and track customer preferences accurately
• Answer questions and resolve issues instantly, from anywhere
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• Effectively manage their workforce from end to end
• Connect teams to data that will help them gain insights and add value to every relationship
• Access business applications from anywhere
• Optimise business operations
These solutions include MTN Insight Plus.
MTN Insight Plus
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MTN Insight
Plus
How it works
Reporting
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The SME
Market
Connect My
Business
Insight Plus is an Online Usage Monitoring tool which allows all mobile telephones,
accessories and other portable telecommunications assets to be tracked in one central
repository by user, cost centre, department, account or region.
The solution empowers SME businesses to effectively manage, control, analyse and
report on the telecommunication services they receive from MTN SP on a daily basis.
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Insight Plus provides the following benefits:
• Personal expense management – streamline administration costs and tackle the problem
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Business
of personal call expenditure within a business. Employees in a business also enjoy the
Selling to &
Serving the
SME
business, making the reconciliation process much easier.
• Corporate governance – efficiently manage the use of mobile assets by allowing complete
Broadband
Devices
Appendix
• One stop shop reporting solution – integrated reporting and analysis tool allowing the
Broadband
Packages
Appendix
convenience of easily being able to allocate which of their calls are personal and which is
visibility of mobile usage on all levels of the organisation.
viewing of usage and billing information from MTN SP.
• Greater efficiency – eliminates excess paper processes and gain access to faster and more
flexible reporting. Better and faster decision making with critical mobile fleet data.
For more information contact a SME Account Manager or visit www.mtnsp.co.za – MTN
Services – MTN InsightPlus
Demonstrating Insight Plus
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Market
Connect My
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To demo the system log on to:
https://insightplus.co.za
Username: insightplus
Password: insightplus
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
How it works
Reporting
Insight Plus Reporting
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Introduction
MTN Insight Plus
How it works
Reporting
How to use
this toolkit
The SME
Market
Connect My
Business
Manage My
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
MTN Insight Plus’ level of reporting extends to the following:
Reports
Information displayed
Exception reports
Identify misuse in the SME business
Bill Summary
Identify the costs and services and compare them month by month
Budget
Automatically allocate and track budgets for cell phone costs
Hourly Traffic
Monitor hourly usage rates and the number of calls
Top called numbers
Identify most dialled numbers and costs
Top users by spend
Identify the top 10 – 50 mobile phone users in your business
Top users by time
Identify the top 10 – 50 mobile phone users by time
Zero usage reports
Identify and manage inactive services
Personal usage
report
Select business and personal numbers and get monthly reporting on
costs
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The SME
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Introduction
BizAssist
MTN Active
Fax2Email
MTN iMail
MTN 1-4-1
NSBC
BizNetworking
Portal
MTN realised the need to provide SME’s with free value added services as part of the SME
value proposition.
The following Value Added Services are given to SME customers free of charge. They have to
be an MTN SME customer – this means that they are registered as SMEs on our systems.
Manage My
Business
MTN’s value added services, packaged as ProPack, enables the SME business owner to grow
their business and manage their costs more effectively. This is done through;
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Solutions that support Your Business:
• MTN BizAssist
• MTN Active
Networking:
• National Small Business Chamber (NSBC)
• BizNetworking Platform
Products and services:
• Fax2Email
• MTN Traveller
• MTN iMail
• Google AdWords
• Free Website
Loyalty:
• MTN 1-4-1
Coming soon
Biz Assist
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How to use
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The SME
Market
Connect My
Business
Introduction
BizAssist
MTN Active
Fax2Email
MTN iMail
MTN 1-4-1
NSBC
BizNetworking
Portal
MTN Business BizAssist is a free and exclusive range of business-focused features that are
designed to help small businesses by providing service that increase customer reach and reduce
operating and business expenses. These services include:
• A Virtual PA
• Supplier referral
Manage My
Business
Benefit My
Business
• Business and lifestyle e-shop
For more information on the available services,
• Business e-classifieds
refer to your Learner Guide.
• Travel specials
• Educational discounts
• Insurance services
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Benefits
Click here for more
information
Activation
To activate
Benefits
are:
this service:
• Unlimited
The SME needs
accesstotocall
the083
BizAssist
123 6655
call from
centre
their
andMTN
website
cell phone
• It
When
is a asked
free call
forfrom
theiran
membership
MTN SIM on
number,
a postpaid
theycontract
need topackage
give the operator their cell phone
• Improved
number customer reach
• Exclusive
They will be
offers
asked
to MTN
for additional
SME customers
contact details and verified as an MTN SME customer
• Available
After secondary
24/7 confirmation, they will be provided a username and password with which to
• Access
registerto
onthe
www.mtnbizassist.co.za
BizNetworking Portal
MTN Active
Home
How to use
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The SME
Market
Connect My
Business
Introduction
BizAssist
MTN Active
Fax2Email
MTN iMail
MTN 1-4-1
NSBC
BizNetworking
Portal
MTN Active is an online self-service portal where customers can access their MTN Cellular
accounts and manage certain functions such as:
• Viewing Statements and Billing information
• Activating and Deactivate Value Added Services
• Retrieving PUK Numbers
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Business
• Submitting Queries
SMEs can benefit by:
Benefit My
Business
• Having the ability to manage their MTN account, SIM/s and VAS at the SME’s convenience
Selling to &
Serving the
SME
• Saving the SME time
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• Accessing MTN Active from anywhere
To activate MTN Active, the SME must:
• Go to https://active.mtn.co.za/mtnsc/
• Register by entering their cell number and pressing ‘submit’
• The SME will receive a temporary password via sms on their cell phones
• With the code they need to enter it into the ‘password’ field and press submit
• They will be asked to reset their password according to their preference
• Once the new password is confirmed they will have access to their account on MTN Active
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National Small Business Chamber
Introduction
BizAssist
MTN Active
Fax2Email
MTN iMail
MTN 1-4-1
NSBC
BizNetworking
Portal
The National Small Business Chamber (NSBC) is a national organisation dedicated to
ensuring the success of small businesses in South Africa by providing valuable advice,
networking opportunities and more.
The SME customer gains a Free Membership to the National Small Business Chamber (NSBC) -
Manage My
Business
for 1 person only.
Benefits
Click here for more information
Activation
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
The SME
This
can be
willactivated
get the benefit
by:: of:
• Visit
Access
nsbc.org.za
to a regional network of SME's through various networking events and expos
• Click
Life cover
the JOIN
designed
NOW tab
for SME's by Discovery Life
• Complete
Weekly E-Publication
the registration form
• Where
Nominations
it enquires
for the
‘How
Small
did you
Business
hear about
Champion
the NSBC?’,
Awards insert ‘MTN – 2012’
• Submit
Advertising
the completed
space and
form
marketing opportunities
• Help centre (Assistance with legal matters, tax, BEE certification, insurance, property, IT,
Once
etc.)
it has been verified that the SME is an MTN Business customer, their membership will be
activated. The SME will receive a confirmation from the NSBC.
For support queries on the NSBC call 0861726722 or email [email protected]
BizNetworking Portal
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The SME
Market
Connect My
Business
Introduction
BizAssist
MTN Active
Fax2Email
MTN iMail
MTN 1-4-1
NSBC
BizNetworking
Portal
Tender for new business and get access to big corporates using the BizNetworking Portal. All
the SME needs to do is load this onto their profile.
The BizNetworking portal, offers the SME these benefits:
• Accessed through the BizAssist website
Manage My
Business
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• Customers can load their customer profiles and interact with big corporates and government
• Companies can post adverts for contracts, suppliers and tenders and those on the platform
can apply for those opportunities via notification
• Suppliers get rated on their successful completion of a job
How to access the BizNetworking Portal:
• The SME must activate through BizAssist
• The SME needs to call 083 123 6655 from their MTN cell phone
• When asked for their membership number, they need to give the operator their MTN cell
phone number
• They will be asked for additional contact details and verified as an MTN SME customer
• After secondary confirmation, they will be provided a username and password with which to
register on www.mtnbizassist.co.za
• Once they have logged into the ‘BizAssist’ website they need to go to the BizNetworking tab
and start networking
Fax2Email
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The SME
Market
Connect My
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Introduction
BizAssist
MTN Active
Fax2Email
MTN iMail
MTN 1-4-1
NSBC
BizNetworking
Portal
MTN Fax2Email is free service that allows customers to send faxes directly in their email
account.
Each registered user will receive a unique MTN Fax2Email number that functions as a fax
machine number and each fax message sent to that number is automatically converted to a
.PDF or .TIFF attachment.
Manage My
Business
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Customers will then be able to view fax messages as they would any other email. In addition,
this allows fax messages to easily be forwarded and archived. This service is dependent on
customers having an email address and internet access.
Benefits
Click here for more information
Activation
Activating Fax2Email:
Benefits:
•Send
Receive
an email
multiple
to [email protected]
faxes at once
listing all employees the SME would like to have access
•to Send
MTN Fax2Email.
and receiveDetails
faxes wherever
must include:
the SME is
• No
Company
limit onname
incoming faxes
• Improved
Contact person
security
andastheir
these
details
faxes cannot be intercepted
• Faxes
List of are
desired
delivered
users as
(name;
soon as
surname;
the device
email
is connected
address; contact
or switched
number)
on
Once it has been verified that the SME is an MTN Business customer, their membership will be
activated. Each customer will then receive a confirmation email containing their unique MTN
Fax2Email number.
MTN iMail
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The SME
Market
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Manage My
Business
Introduction
BizAssist
MTN Active
Fax2Email
MTN iMail
MTN 1-4-1
NSBC
BizNetworking
Portal
MTN iMail is free voice mail solution available to all contract subscribers at no additional
cost.
MTN iMail benefits are:
• SME’s can download their voice messages to their laptop or PC desktop
• Forward selected voice messages to their phone as SMS or MMS messages
• iMail is ideal for travellers or for those times when their battery is flat. Customers can simply
log in to listen, view and manage their voice mail online
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
iMail can be activated on www.mtn.co.za by:
• Going to the MTN services tab – select ‘Messaging’
• Once in the messaging section select the ‘iMail’ option
• Registration requires the SME to enter their cell number and press ‘submit’
• SME will receive a temporary password via sms on their cell phones
• With the code SME to enter it into the ‘password’ field and press ‘submit’
• SME will be asked to reset their password according to their preference
• Once the new password is confirmed they will have access to their iMail account
MTN 1-4-1
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The SME
Market
Connect My
Business
Manage My
Business
Introduction
BizAssist
MTN Active
Fax2Email
MTN iMail
MTN 1-4-1
NSBC
BizNetworking
Portal
The MTN 1-4-1 Loyalty is a point based loyalty programme that rewards customers active
on the MTN network. Customers earn loyalty points when they use their phone.
Customers are able to redeem points for virtual rewards such as:
• SMS bundles
• Data bundles
• Airtime value bundles (prepaid, postpaid and hybrid)
• Entry into Competition draw (when available and this will change accordingly)
Benefit My
Business
• Muziq bundles
Selling to &
Serving the
SME
Customers can register in one of three ways:
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• MTN 1-4-1 users can also transfer points to other MTN 1-4-1 customers that are registered
• 141 USSD (*141*9#)
• Call Centre, by dialling 173 (Smart Wizard)
• Web interface via www.mtn.co.za
Should the customer not be a South African citizen, an International passport number can be
used to register; however the customer must fax/email a copy of his/her passport to the CS
agent. The customer must indicate the MSISDN to which the passport number must be linked
to for registration.
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The SME
Market
Connect My
Business
Manage My
Business
Selling to and Serving the SME Customer
Introduction
Signing up an
SME
Need Analysis
Tool
In-store
Process
Tips
After Sales
Service
Sign up
Documentation
Points to
remember
MTN provides you with the SME end to end sales framework which is as follows:
Existing
Customer
Click here for more information
New
Customer
EXISTING
NEW CUSTOMER
CUSTOMER
Evaluate customer
Needs Analysis
Analyse
Analyse
new
previous
solution
(refer
bill/invoice
to product
if
available
offering)
Sign
Log a
upUSD
(complete
to vet
thecustomer
paperwork)
Sign up (complete
Provide
solution
the
paperwork
&
RICA)
Qualify for an
Provide solution
upgrade
(refer to
product offering)
Log a USD to
Log a USD to vet
activate the new
customer
contract
Deliver solution and
Log a USD
inform
SME to
of
activatestreams
the new–
support
fulfil contract
order & RICA
customer
Deliver solution and
inform SME of
support streams –
fulfil order & RICA
customer
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Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Signing up an SME Customer
Home
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The SME
Market
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Introduction
Signing up an
SME
Need Analysis
Tool
In-store
Process
Tips
After Sales
Service
Sign up
Documentation
Points to
remember
When signing up an SME customer, remember the following:
• Listen attentively to the customer!
• When providing your solution always keep the customer’s needs in mind and tie the
solution provided back to the need.
• When providing your solution, remember that the customer is entrusting you to guide him
Manage My
Business
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
into making an effective decision. Your skills and experience will provide him with the
solution/s that will meet his expectations and SME business requirements. This solution will
go a long way into fostering a B2B (business to business) relationship of trust and loyalty.
An overview of the signing up process:
• All MTN required documents have to be completed
• All required documents must be provided by the customer
• All documentation must be scanned and submitted via USD
Remember that you need to understand the customer’s specific needs. You will then be
able to provide a more accurate solution that is scalable and flexible enough to grow
with their business.
Needs Analysis Tool
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The SME
Market
Connect My
Business
Manage My
Business
Introduction
Signing up an
SME
Need Analysis
Tool
In-store
Process
Tips
After Sales
Service
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Points to
remember
The needs analysis tool provides you with the guidance to unpack the need of the
customer. The aim is to try and establish if the customer is an SME and what their specific
needs are. Each interaction with an SME will be a unique conversation. The analysis tool should
guide your conversation with the SME.
• Does the customer own the business or not?
Determine the
customer needs
• What type of business does the customer have?
• Benefits account to be in the business name or personal?
• Determine what documentation and signatories will be required
Benefit My
Business
Selling to &
Serving the
SME
Sign up
Documentation
Device/Modem
needs
• Will they use devices predominately to make calls?
• Will they use devices to predominately send text messages?
• What sort of data usage will they require?
• Does the customer have a specific brands preference to devices?
In or out of Office?
• Will the customer be in the office the majority of the time?
• Will they be mobile?
• What is the planned spending on Telecoms?
IT or budget spend
• What are their specific needs around computers?
• Would they require other peripheral devices?
• How many lines do they require?
Sign up Documentation
Home
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The SME
Market
Introduction
Signing up an
SME
Need Analysis
Tool
In-store
Process
Tips
After Sales
Service
Sign up
Documentation
Points to
remember
Based on an SME Business Type, there are specific documents that SME customers need
to provide in order for the application to be credit vetted and activated.
Connect My
Business
Sole
Trader
Partnership
Closed
Corporation
Public
Company
Trusts
Other
Manage My
Business
A trust
Other
sole customers
partnership
Closed
Public
trader
must
Company
Corporation
submit
needs
needs
such
Pty
to
a:
to
(CC)
(LTD)
as
submit:
submit:
Doctors,
needs
needs
tolawyers
to
submit:
submit:
churches and NGOs must submit:
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• Completed Subscriber Agreement and Dealer Checklist & Activation
•
•
Click on each type of
Copy of ID or valid passport ofSME
partner
the
member
signing
signing
the application
the application or authorised signatory
for
more
Copy of cancelled cheque or 3 months
bank statements
information
• Personal Details of the partner signing the declaration
• Proof of Address
• Debit Order
• Registration
ClosedDeed
Company
Trust
Corporation
Registration
documents
registration
documents
/ practice
documents
number
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The SME
Market
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Business
Documentation Points to remember
Introduction
Signing up an
SME
Need Analysis
Tool
In-store
Process
Tips
After Sales
Service
Sign up
Documentation
Points to
remember
For each application type the following ‘generic’ forms must be completed. These
forms can be accessed on www.mtnsp.co.za
• The Business Customer Agreement Form
• The Consumer Protection Act (CPA) SME Amendments to MTNSP Business Customer
Contract
Manage My
Business
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
• The Sales Process Checklist and Activation Request Form
• Specific Activation Request Forms – if required (e.g. MTN4SME Discount Forms)
It is very important that the correct paperwork is completed and the correct documents
obtained from the customer at the start of the process.
In-store process
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How to use
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The SME
Market
Connect My
Business
Introduction
Signing up an
SME
Need Analysis
Tool
In-store
Process
Tips
After Sales
Service
The process includes: Sign-up, documentation, USD vetting, USD log etc.
Click below for the comprehensive In-store process.
Click here
Manage My
Business
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Sign up
Documentation
Points to
remember
Tips
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Market
Connect My
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Manage My
Business
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Introduction
Signing up an
SME
Need Analysis
Tool
In-store
Process
Tips
After Sales
Service
Sign up
Documentation
Points to
remember
Vetting and activation tasks are performed by business operations.
A more comprehensive process flow can be viewed online:
http://www.mtnsp.co.za/MTNBUSINESS/SUPPORT/SME/Pages/SME.aspx
The USD Path for the Vetting is: Pre-sales: Branded Retail Channels > Ops & Support >
SME Credit Vetting
After Sales Service
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The SME
Market
Connect My
Business
Introduction
Signing up an
SME
Need Analysis
Tool
In-store
Process
Tips
After Sales
Service
Sign up
Documentation
Points to
remember
Once a CSR has successfully assisted an SME customer in fulfilling their business telecom
requirements, a relationship between the CSR and SME customer now exists.
There are two ways going forward that an SME customer can be assisted:
• In-store via a CSR
Manage My
Business
Benefit My
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• Self-Help
For detailed information on the SME Support Structure that is currently in place, click
below.
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Click here
MTN Broadband Devices
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The SME
Market
These are the devices that SME customers can use with their broadband solutions:
Smartphones
USB Modem
Router
Connect My
Business
Manage My
Business
Benefit My
Business
Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Router
USB
Smartphones
Modem
These devices are best suited for SME
SMEscustomers
operating who
fromare
a small
always
office
out but
of the
require
officeconnectivity
but require for
more than one user.
connectivity.
Features
Benefits:
Features
Benefits:
Click on
each
type
of users while on the go
•• Send
For
multiple
text
users
•• User
Can
connect
can mobile
have
multiple
connectivity
Allows
for messages
connectivity
on go
Provides
connectivity
device
for users
more
•• Make
No
“cable”
andone
receive
required
•• Receive
Multiple
deplete
calls/text
/ share
messages
one bundle
Only
for
user calls
Providesand
fastmake
speeds
that
compare
to fixed line
information
•• Receive
Uses
oneemails
SIMto fixed
on the
go
• Tether
Allows
SME
as a to
modem
easy manage Data spend through the
Competitive
connectivity
connectivity
• Has Ethernet ports
• Go
usage
on to
of one
the web
data SIM
• Supports DECT phone
• SME can apply proxy filters to control URLs that
Refer to the broadband sheet for all of the
employees
latest smartphones
should not visit
available.
Broadband Packages
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MTN offers SME customers the following:
These SME customers don’t use a lot of data – the data used is mainly for
The SME
Market
Connect My
Business
Social Networking, chatting via apps, email and downloading of ringtones.
Low
Usage
Inclusive bundles are:
• 10MB
• 75MB
• 300MB
Manage My
Business
These SME customers use data moderately but require a substantial amount of
Benefit My
Business
data on a monthly basis to download emails with attachments as well as music.
Mid-sized
• 500MB
Selling to &
Serving the
SME
• 1GB
• 2GB
Broadband
Devices
Appendix
Broadband
Packages
Appendix
Inclusive bundles are:
These SME customers are heavy data users – the data is mostly used for
downloading movies, music albums, YouTube streaming. Inclusive bundles are:
High
Usage
• Uncapped Lite with a 3GB soft cap
• Uncapped Pro with a 10GB soft cap
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The SME
Market
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Business
Manage My
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You have now completed
‘Understanding and serving SME
customers’
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Selling to &
Serving the
SME
Broadband
Devices
Appendix
Broadband
Packages
Appendix
You can repeat the eLearning by
clicking on the ‘Home” button.