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1、OUTMANEUVERUNCERTAINTYNOWNEXT July 2020 Rebuilding business How CSPs can help SMBs outmaneuver uncertainty and manage through the COVID-19 crisis 2 POWERING SMB RESILIENCE As the health and humanitarian impacts of the COVID-19 pandemic evolve, so do the business and economic challenges. Small- and m
2、edium-sized businesses (SMBs) represent approximately 90 percent of all global companies and over half of the worlds employment. But now, the pandemic has shaken local economies around the world to the core, and SMBs are at the epicenter. SMBs needs are evolving due to new social distancing and work
3、-from-home norms, so CSPs will have to accelerate their adoption of automation and self-service capabilities, especially those related to customer service functions. The interest and investment in CSPs initiatives to overcome these issues has grown rapidly thanks to the disruption caused by COVID-19
4、, leading to increased visibility and importance of service providers capabilities. This is the moment to reinvent business models for a new societal landscape. The time to shape a mindset of bold business transformation powered by new approaches to technology and responsible leadership is underway.
5、 SMB scale SMBs employ almost half of the U.S. private workforce, which corresponds to 59 million people. SMBs account for 45% of U.S. GDP. SMB growth The number of SMBs in the UK increased more than 30% between 2000 and 2019, compared with growth of 7% in the number of large companies. ICT spend Wo
6、rldwideIT spending by small and mid-size companies is expected to reach $684 billion in 2021, and is increasing faster than the rate of GDP growth. 3 SMBs drive economic growth and ICT spending SMB definition in U.S. is 1-499 employees (Europe: 1-249). Mid-size companies = 1-999 employees. Sources:
7、Deloitte, SMB, Merchant Savvy, IDC, Analysys Mason 4 “If a small or medium-sized business becomes insolvent because the economy recovers too slowly, we lose more than just that business. These businesses are the heart of our economy and often embody the work of generations.” -Jerome Powell, Fed Chai
8、rman (June 16th 2020) 9 190192 166168 170 172174 176 2002220232024 Wireline + Wireless/Mobile Revenue (Worldwide, $billion) SMBsLarge Businesses 5 $185 billion: SMBs represent a key battleground for CSPs Vendors and service providers in the enterprise communications and collabo
9、ration domain should position themselves as key enablers of their customers digital transformation Jan Hein Bakkers, IDC Research Director SMBs account for more than half of CSPs business revenues and the market is set for further growth thru 2024 Source: Analysys Mason DataHub. SMB defined as compa
10、nies with 0-250 employees. Data excludes revenue from Wholesale and Fixed IoT connectivity services. 52% 6 COVID-19 SMBstudy UK 26% Germany 24% Italy 26% U.S. 24% Countries Accentures Communications & Media COVID-19 SMB Survey explores the impact the crisis is having on Small and Medium businesses.
11、It uncovers the dramatic effect lockdown measures had on SMBs, and how their operations and use of ICT will be permanently affected. The study also explores how SMBs relationships with Communications Service Providers is affected. The survey was conducted during May 2020 and includes 420 SMBs in fou
12、r markets. This was complemented by a multi-country consumer survey to assess the impact the crisis is having on Comms & Media consumers. ICT 25% MEC* 25% Financial 11% Retail 10% Other 29% Industries *Manufacturing, Engineering, Construction 10-49 23% 50-99 37% 100-249 40% Company Size# #Number of
13、employees 7 Summary: COVID-19 will have a lasting impact on SMBs Trust creates newopportunities 45% of SMBs increased trust in their CSP CSPs built a platform of trust with SMBs during the crisis. They can build on these strengthened relationships to offer new ICT and digital services. Business is d
14、one differently 35% of small businesses switched to online-only sales COVID-19 led to new ways of working & doing business. These experiences will drive SMBs to rethink how they operate and engage with customers. Digital service use accelerates 63%of SMBs plan to increase use of public cloud COVID-1
15、9 will accelerate the shift to digital. The crisis experience will drive SMBs adoption of technology to improve business resilience and productivity. Omnichannel care is critical 57% of SMBs expect to use video for customer care COVID-19 is set to change SMBs customer care expectations. An omnichann
16、el approach will be increasingly important to supporting businesses. Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 8 SMBs lashed by COVID-19 storm 9 COVID-19 had a dramatic effect on small and medium businesses Less 13% More 30% Same 57% 60% of SMBs experienced sales decline during
17、COVID-19 18% of medium businesses laid off workers, and 40% furloughed some 28% 32% 26% 55% 26% 28% 35% 46% Switched to touchless payment for physical sales Implemented IM or live chat Switched to online-only sales Increased remote interaction with customers Small BusinessesMedium Businesses SMBs we
18、re forced to change the way they interact with customers during the crisis Thinking about how your company interacted with customers during COVID-19, which of the following changes were implemented? Select all that apply Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 10 No part of SM
19、Bs business escaped disruptionduring the crisis Less 13% Same 57% 40% of SMBs reduced opening times during the COVID-19 crisis Almost 30% of companies received government financial support LANDLINE/MOBILE communications was LEAST AFFECTED 16% 24% 27% 28% 26% 26% 31% 28% 35% 9% 9% 10% 11% 15% 16% 13%
20、 17% 18% Landline/Mobile Comms IT Procurement/Finance Customer Service Support Production/Manufacturing Supply Chain Workforce Distribution/Logistics Sales Not applicable1 - disrupted2345 - Very disrupted To what extent were the following parts of your business disrupted during COVID- 19? Source: Ac
21、centure Comms and Media Covid-19 SMB Study, May 2020 11 Working from home: Will the new normal look like the old normal? Less 13% Same 57% 97% of SMBs provided support for employees WFH during the crisis Medium-sized companies provided more support than small companies SMBs did increase WFH during C
22、OVID-19 but most expect work patterns to return to normal 68% 83% 64% 56% 76% 59% Before Covid-19During Covid-19After Covid-19 Companies with at least 25% of employees Working From Home* Small BusinessesMedium Businesses Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 12 COVID-19 acce
23、lerates shift to digital 13 COVID-19 reinforced the importance of connectivityfor SMBs Less 13% Same 57% 40% of SMBs increased use of landline broadband during the crisis Almost half are likely to increase spending on landline broadband after COVID-19 55% of companies expect LANDLINE BROADBAND to be
24、come MORE IMPORTANT TO THEIR BUSINESS post-COVID 4% 41% 36% 19% Significantly more important Somewhat more important No change Somewhat less important Significantly less important After COVID-19 how important will landline broadband service be to your companys daily operations compared to before the
25、 crisis? Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 14 Less 13% Same 57% For SMBs planning to adopt services over the next six months, TOP PRIORITIES are: MEDIUM BUSINESSES 1.Online presence 2.Marketplaces 3.Digital advertising SMALL BUSINESSES 1.CRM, Billing, ERP 2.Online traini
26、ng 3.Business intelligence Medium-sized businesses are driving demand SMBs need a wide range of digital services to run their businesses Which of the following digital services has your company already implemented? 22% 32% 31% 30% 28% 37% 30% 36% 44% 29% 47% 20% 23% 24% 26% 28% 30% 32% 32% 33% 36% 3
27、7% Expert forums / peer-to-peer IoT solutions to be applied to specific Marketplaces offering access and tools Cloud Contact Center for omnichannel Real-time tracking and tracing Digital advertising services Business intelligence and analytics Designing, building and maintaining CRM, Billing, ERP so
28、ftware Ecommerce / Online sales platform Online training for employees Small BusinessesMedium Businesses Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 15 Less 13% Same 57% 64% of SMBs have already implemented network security. 47% are using basic cloud services, i.e. storage and bac
29、kup as a service. SECURITY OPERATIONS CENTER and PUBLIC CLOUD top the list SMBs use of security & cloud is set to increase How do you expect your usage of the following to change over the next 12 months? 31% 34% 37% 37% 44% 42% 39% 36% 43% 39% 52% 41% 16% 15% 12% 14% 8% 11% 15% 18% 11% 16% 11% 22% D
30、isaster Recovery & Business Continuity as a Data Security and Endpoint Security Risk Assessment & Compliance Identity and Access Management SaaS core business applications Training staff and Security Awareness IaaS (public cloud or hosted private Cloud) SaaS innovative applications Network Security
31、Storage and Back up as a service PaaS (public cloud) Security Operations Center (SOC) Significant decreaseSomewhat decreaseRemain the same Somewhat increaseSignificant increase Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 16 Less 13% Same 57% Two-thirds of SMBs purchase ICT service
32、s from three or more providers. Half of companies are interested in reducing the number of providers. For new digital services 30% of SMBs place local it providers in their top 3 preferred providers. Only 15% select CSPs. Small businesses are most likely to SHOP LOCAL What kind of company is your ma
33、in provider for these services? (Average) 10% 9% 9% 10% 21% 20% 19% 7% 8% 10% 11% 16% 23% 24% Cloud Platform Provider Specialist Technology Provider Wireless/Landline Comms Provider Online Advertising/Tech company IT Systems Integrator Enterprise Software Provider Local IT Service Provider Small Bus
34、inessesMedium Businesses SMBs look first to local providers for digital services Data refers to the average for all digital services currently used. Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 17 COVID-19 changes customer care 18 Less 13% Same 57% 15% of SMBs ranked their connecti
35、vity provider as No. 1 for customer support. Half of companies prefer to interact with connectivity providers via self-service. CSPs score better with small businesses No dominant overall winner for customer support Which of the following companies provides the highest quality of customer support? T
36、op 3 rank 65% 82% 71% 80% 76% 82% 71% 70% 72% 73% 79% 80% 81% 83% Specialist Technology Provider Enterprise Software Vendor Online Advertising/Tech Company Cloud Platform Provider Wireless/Landline Comms Provider Local IT Service Provider IT Systems Integrator Small BusinessesMedium Businesses Sourc
37、e: Accenture Comms and Media Covid-19 SMB Study, May 2020 19 CSPs underperform best-in-class providers on proactivity & training Less 13% Same 57% Among medium businesses, CSPs fail to beat the best- ranked provider on any customer care metric. CSPs score better with small businesses. They win or ti
38、e on four out of 10 metrics. CSPs score well on BILLING RELIABILITY & FLEXIBLE PAYMENTS How does your wireless/landline connectivity provider support your business, compared to the company providing the best customer support? Select all that apply. 24% 25% 26% 26% 29% 30% 31% 31% 37% 38% 26% 23% 19%
39、 25% 30% 29% 26% 25% 32% 36% Offering flexible payment terms Regular check-ins measure satisfaction Onboarding and training your team Providing self-service tools and documentation Reliable info. on Billing / Service Usage Work on roadmap to achieve business targets Installing new service or product
40、 Being proactive to solve business challenges Competitive pricing / Value for money Resolving a service or technical issue Wireless/Landline providerTop-ranked Provider Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 20 Less 13% Same 57% Medium businesses are significantly more intere
41、sted in using automated services post- COVID compared to small businesses (64% vs. 55%) COVID-19 experience drives demand for ONLINE, AUTOMATED & VIDEO interaction with CSPs, but FACE-TO-FACE remains important Omnichannelis critical for SMB sales & customer care CSP channels used always or frequentl
42、y for sales or customer support 68% 55% 54% 52%51% 49% 45% 59% 57% 52% 58% 57% 49% PhoneAutomated service via website Mobile appIn person at companys premises Online chatVideo callsIn person at CSP retail store Before Covid-19Following Covid-19 Source: Accenture Comms and Media Covid-19 SMB Study, M
43、ay 2020 21 Crises make reputations or destroy them 22 Less 13% Same 57% Faster network speeds (35%*) and deferred payments (33%) were valued most. CSPs also exceeded expectations for providing advice on customer care options during the crisis. Trustin CSPs was enhanced due to their COVID-19 crisis r
44、esponse 20% 21% 24% 30% 32% 23% 20% 25% 29% 29% Deferred payments Discounted or free voice calls Discount on regular payments Faster upload/download speeds Improved service/package at no extra cost Actions expectedActions taken Has CSP taken any of the following actions in response to the COVID-19 c
45、risis? vs. Which of the following actions did you expect CSP to take? Select all that apply. CSPs MET OR EXCEEDED EXPECTATIONS in several areas Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 23 Less 13% Same 57% One-third of SMBs rate their landline providers response during the COVI
46、D- 19 crisis as above expectations. 45% of SMBs trust their landline provider more since the crisis began. TRUST in CSPs improved across commercial offers, service reliability/QoS and customer care CSPs outperformed other providers on key trust metrics Which of the following companies do you trust t
47、o act responsibly in its commercial offers / deliver on the reliability and quality of service offered / deliver the highest level of customer care? Average Top 3 ranked 19% 23% 26% 27% 28% 28% 29% 29% 31% 34% IoT provider Enterprise Software provider Insurance provider Managed IT security provider
48、IT Consulting provider Banking service provider (Bank) Cloud services provider Energy & Utility provider Landline broadband internet provider Wireless / mobile provider Average results for responses across three components of TRUST.Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 24 Le
49、ss 13% Same 57% Reliability is now more important than network speed for SMBs. This was also a key finding from our C&M COVID-19 consumer study. Room for improvement in customer support and value ReliabilityNetwork speedCustomer supportCost / Value SMBs were satisfied with CSPs reliability and network speed How has your provider delivered on the following during the crisis? (Well + Very well) 75% 72% 70%70% 67%67% 62% 64% Landline BroadbandWireless / Mobile Source: Accenture Comms and Media Covid-19 SMB Study, May 2020 25 Impl