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e-Business Will Drive the Industry in the Future-Ibekwe

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Information and Communications Technology (ICT) development has constituted a restriction on one side to courier business but the same ICT is actually throwing up a major opportunity of the future for the industry. Mike Chukwuemeka Ibekwe, chief executive officer of Suvex Delivery Service and financial secretary, Association of Nigerian Courier Operators (Anco) disclosed this to Nigeria Communications Week in his office recently. Ibekwe says the real future of the industry in Nigeria is e-business which is already being practiced abroad where someone can stay in his bedroom and order what he wants from anywhere. In this process, Ibekwe says the shop doesn’t deliver these items but the courier. "That is the business of the future and that is what will determine or drive the industry in the future. That aspect of the market is grossly underdeveloped in Nigeria but time will come when the market in Nigeria will be e-driven", Ibekwe predicted.

To improve the services of the courier industry, Ibekwe says it will take the will power of the government to fast track action on the postal reform bill believing that once that bill is passed into law and the commission set up that the commission will then be able to define standard and ethics of the profession as well as measure operators and those that don’t measure up to those standards as he suggested, may be given a time frame either to measure up or fold up or join with some others. In addition, there is need for public enlightenment as Ibekwe expects that customers should also know what his or her rights are to courier service as well as recognize his responsibilities too.

Ibekwe emphasizes the need for training in the courier industry arguing that courier is a peculiar industry where there is no university or institution that offers courier as a course underlying the fact that the industry is vague to some extent. Therefore, to get the real quality and service according to Ibekwe, the industry has to come up with clear cut training programmes and packages, processes and procedures, standards and expectations which each organization will be involved in. Ibekwe says Suvex Delivey Service which provides domestic and international courier services, haulage, consultancy, in-house mail management has its own customized approach to doing business which the company does not compromise no matter what. He defines Suvex Courier as a company that observes honesty, integrity, character, relationship, value for money and respect for their customers as the core values of the organization especially this time around when there are a lot of sharp practices in the industry. "People don’t honour promises or honour their words but we go to any extent to keep our promise", Ibekwe said.

Ibekwe identifies the customer as the king and the reason for the existence of Suvex Delivery Service even as he says that it is a sacrilege for the organization to do anything against their clients and that the firm goes any mile to ensure customer satisfaction. Professional and efficient delivery of service within the budget of the customer is some of the selling points of the organization. Ibekwe believes it is one thing to deliver service and another for the service to fall within the budget of what the customer can afford.

He talks of Anco as a young organization that is still coming up compared to most of other trade groups. He says the biggest challenge in the organizations is trying to mobilize people who don’t believe in themselves not to talk of believing in an organization. Ibekwe says the truth of the matter is that the courier industry cannot get to its zenith without a proper organization and that that is what Anco is trying to do with the help and support of the Courier Regulatory Department (CRD). According to him, the association is looking forward particularly when the industry will be sanitized, when it will have a legal frame work that properly defines what should be and what shouldn’t. "You have an independent umpire there setting the standard and a professional organization that understands, believes and is willing to take all it has into the industry. We will then have a room to operate. That is the future we are looking at but right now Anco is using moral persuasion and every means possible to convince, mobilize, encourage and galvanize the multitude of people that are licensed to operate courier in the country," Ibekwe said.

Nigeria CommunicationsWeek believes that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. So since 2007, we have devoted our energy to independent reportage of technology and how they affect lives.

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Broadcasting

Nigerians Ask NBC to Compel TSTV to Come Clean

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Some Nigerians have asked National Broadcasting Commission (NBC), to compel the management of new pay-television, TSTV, to come clean on its business plan for the country.

 

Daily Post reported ever since the TSTV announced its arrival and November 1 take-off date, there has been controversies surrounding its operations, despite earlier excitement about the arrival of the company.

 

It could be re-called that TSTV’s launch was grand, raising a lot of expectations.

 

However, the first major controversy came calling as FOX Network Group (FNG), owners of the FOX television channels, was reported to have denied that it has any agreement with the new pay-television service provider, TSTV, to carry its channels in Nigeria.

 

The position of FNG was made known in a statement signed by Jeremy Griesel of Jeremy Griesel Communications on behalf of FOX Network Group Africa, TSTV’s advertisement of FOX channels on its platform is inappropriate.

 

“Despite advertised claims regarding FOX channels, FOX does not have any agreement with TSTV regarding distribution of channels, but remains confident that TSTV will normalise the situation prior to the launch of its service to ensure the consistency between platform content claims and subscriber expectation,” FOX had said.

 

Following these developments, some concerned Nigerians have asked the company to come clean on its plan for the masses.

 

One of the concerned Nigerians stated that: “The new pay-television provider has been forced to move the commencement of its commercial operations to November 1, a whole month after it promised to roll out. Sales of its hardware also appear to have been suspended. This calls for question.

 

“These developments have no doubt left Nigerians in a doubt on whether the TSTV was indeed prepared to provide the needed competition in the Nigerian market.

 

“In a September 25 post on TSTV’s Facebook page, the company, responding to a question said it will broadcast the English Premier League, Spanish La Liga and UEFA Champions League. But when asked about the frequency and the percentage of league games to be shown, no response was issued.

 

“A writer on the TStv Facebook page had called the attention of others to the fact redistribution of sport content is jurisdictional. beIN Max, one of the range of channels being offered airs foreign league matches in the Middle East and North Africa to Arabic-speaking audiences. The company pretended not to see it.

 

“As it stands, it appear that TSTV is trying to get in its excuses early in anticipation of failure to meet the stratospheric expectations it has created. It looks like a victim of its own success at failure.

 

Similarly, another Nigerian, Festus Igeniwari, said: “I maintain that the PayTV industry in Nigeria is a level-playing field for everyone serious and capable enough to offer Nigerians the best value for money in world-class content.

 

“First of all, it is important Nigerians realize that – as a rule – you don’t start off a marathon by sprinting; and when a claim sounds too good to be true, it usually is.

 

“So, we are calling on the Nigeria Broadcasting Commission, to as a matter of urgency, tell Nigerians what they need to know as far as the TSTV if concerned. Let Nigerians know exactly what they have come to offer.

 

“There is a lot of confusion and we should not wait until things get too late before the right thing is done. “

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E-Financial

UBA Introduces Video Live Chat with Co-Browsing Technology

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In recent times, customer behaviour and expectations are ever-evolving and with this challenge, comes the need to meet their needs as well as ensure, new offerings are at the forefront of technological evolution.

 

On the back of this development, UBA a leading innovative player in Financial Services is finding new ways to communicate and engage with their customers.

 

With the growing mobile consciousness, customer demand for online services is on the rise and it is imperative to meet this demand with digital self-service platforms.

 

However, to meet this demand, the role of human interaction in the process cannot be underestimated.

 

It fits into our creed to continue to foster our unlimited dedication and access to the customers.

 

In this regard, the United Bank of Africa, in its unrelenting effort to raise the bar, likewise the levels of ease and convenience in customer experience through innovation, has introduced Video live chat with Co-browsing technology.

 

Firstly it enables Customer Experience Experts to help customers in real-time, enabling a support experience centred on visual engagement.

 

Why is this important? 65% of the world are visual learners. Not only can enquiries and issues be resolved more efficiently and swiftly, but co-browsing can complement other channels, improving the overall customer experience

 

UBA is differentiating with Customer Experience and use of Video Live Chat and Co-browsing to improve customer acquisition, service and to improve x-sell & retention by enabling more meaningful contact with customers.

 

Video Co-browsing enables customers to virtually have a one-on-one interface with the bank through co-browsing application via video live chat, text chat, and through real time document exchange. This makes it easier for bank staff to assist customers through a number of difficulties; from filling intricate bank forms and even helping them resolve much more complex transactions. Sometimes, the platform simply facilitates directing the customers to the exact information they need.

 

It provides a secure file-sharing, compliant, real-time communication solutions that enables the bank hold co-browsing sessions to expedite troubleshooting as well as ordinary enquiries.

 

This without a doubt moves light years ahead of the old customer service where interaction is purely through phone calls; this method which has proven to be frustrating especially when it involves fixing a problem urgently.

 

It also comes resourcefully as a quick and easy fix for those who do not have enough time for a physical visit to the bank to take care of their transactions.

 

Other benefits include:

o       All session actions are accountable

o       Secure collaboration

o       Navigate the web together

o       Control access

o       Collaborate online, effectively

 

With this latest innovation, UBA can engage visually and digitally with customers while maintaining human interaction at any given time, in a bid to continue to virtualize customer experience.

 

It offers faster solutions in response to customer enquiries on a more personalised basis anywhere, anytime and from any device.

 

UBA as always, is committed to ensuring greater efficiency and better customer satisfaction. To experience the Video Love chat and Co-browsing technology, visit ubagroup.com .

 

 

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Broadcasting

Gov. Ikpeazu Dangles Film Makers with N10m to Shot Films in Abia

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As part of the efforts to develop tourism sites and promote tourism potential in Abia, the state Governor, Okezie Ikpeazu, has pledged N10 million as grant for any film shot in the state. Ikpeazu made the pledge when he received Dr. Chidia Maduekwe, the Managing Director, Nigerian Film Corporation (NFC), in his office in Umuahia.

A statement signed by Mr. Brian Etuk, Head of Public Affairs, NFC, in Jos on Friday, quoted the governor as saying that the production `should be 100 per cent shot in Abia.’

The statement said the governor charged film practitioners to improve on the quality of their production so as to compete with the global market. It stated that Ikpeazu promised that his administration would participate in the capacity building offered by NFC, saying that Abia played a key role in the revolution of the market and sales of Nollywood movies which has had multiplier effects on the nation economy.

“We have a policy to open up our market to genuine investors, private and public agencies amongst others through promoting `Make in Abia` instead of Made in Abia, proliferating more industries in the state,’’ the statement quoted Ikpeazu.

The statement said, Maduekwe had commended the governor for approving office accommodation for the organisation’s South-East Zonal office in the state.

It noted that Maduekwe said the gesture would create more employment opportunities for the youths, saying that corporation was also working toward establishing two more zonal offices in the North-East and South-South.

NFC currently has three zonal offices in Lagos, Kano and Abuja with headquarters in Jos, Plateau State.

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