Operators’ digital channel strategies for SMEs: five operator case studies

This report analyses the strategies that operators are taking when selling services to small and medium-sized enterprises (SMEs) using digital channels. It provides lessons from each operator’s strategy. It also includes the share of operators’ sales to SMEs that are made via digital channels, which services SMEs can buy digitally and operators’ planned investment into digital channels.

Questions answered in this report

• How are operators making best use of digital channels when selling to SMEs?
• Which strategies are operators employing to increase the use of digital channels for sales among SMEs?
• What hurdles are operators facing when trying to increase this usage?
• What share of operators’ sales are made via digital channels?
• What services do operators allow SMEs to purchase fully via digital channels?

Case studies

• e&
• MTN South Africa
• Telefónica (Spain)
• Telefónica Brazil (Vivo)
• Vodafone