Small and Medium Enterprises (SMEs) are the backbone of Ghana’s economy, contributing significantly to job creation, innovation, and overall economic growth. SMEs represent substantial part of businesses in Ghana, contributing significantly to employment and GDP. However, majority of these SMEs operate informally, whiles many also face challenges in technology adoption, access to resources, and business optimization.
Acknowledging SMEs vital role, MTN Ghana, the telecommunications giant, recognizes the challenges in the sector and has increasingly focused on developing tailored services to meet the unique needs of businesses in the sector.
Mr Benedict Bentil, Senior Manager, Enterprise Marketing and Portfolio Management at MTN Ghana, sheds light on the crucial role MTN plays in the SME sector and how the sector can leverage MTN’s services for growth and sustainability.
According to Mr. Benedict Bentil, MTN Ghana’s commitment to optimizing business solutions for SMEs is evident in its range of products and services that cater specifically to the challenges faced by these enterprises. By leveraging advanced technology and a deep understanding of the local business environment, MTN Ghana empowers SMEs to scale their operations, improve efficiency, and remain competitive in an ever-evolving market.
“Over 90% of SMEs are informal, and that includes even the tools that they use for their business operations… MTN identified this need or this gap, and we feel that is what we need to address in terms of helping these businesses transform the way they do business and basically optimize or take their business to the next level on the tools and the processes as well as how they run their businesses; we provide the necessary tools that they need in terms of products and services for that space.”
MTN Ghana’s strategy focuses on providing a range of products and services designed to meet the unique needs of SMEs, helping them scale their business operations. This includes not only offering technological solutions but also imparting knowledge and training through initiatives like the SME fair.
Mr. Benedict emphasized that “MTN also provides knowledge sharing, through an SME fair. Part of the SME fair was training for SMEs in identified spaces, and MTN wants to continue doing that because it feels part of the problem is to train people to understand how these products and solutions benefit their operations and improve their efficiency.”
SME Month and SME Fair
Following the success of the 2023 SME Month, MTN Business identified key growth opportunities for SMEs, which led to the establishment of the annual SME Month, and is actively bridging these gaps with innovative technology solutions.
The theme for this year’s SME Month celebration, “Business done Smarter, Faster & Better,” reflects MTN Ghana’s commitment to propelling SMEs into the future. The goal is to provide affordable yet high-impact digital solutions that help businesses scale. MTN Ghana’s offerings include the SME Plus, Business Manager, Business Messenger, Microsoft 365 Suite, and Web Wiz. These tools are designed to streamline business operations, improve communication, and enhance online presence, ultimately driving growth and efficiency.
To further support SMEs, MTN Ghana organizes a series of events throughout the SME Month. These include SME fairs in Accra and Kumasi, training sessions, focus group discussions, market activations, and customer appreciation programs. These events provide a platform for SMEs to showcase their products and services, access other companies’ services, and receive valuable training in capacity building.
MTN Business has also introduced practical solutions to support both formalized and informal SMEs. For instance, a formalized SME like “M&M Afrika,” a Ghanaian fashion brand, uses MTN’s Mobile CUG solution for staff and customer communication, while leveraging the Business Manager to streamline its supply chain. On the other hand, an informal SME like “Auntie Ama’s Kitchen” benefits from MTN’s Mobile Money (MoMo) for transactions and the Business Messenger for customer communication.
Tailored Solutions for Diverse SME Needs
Recognizing the diverse needs of SMEs, MTN Ghana has developed a suite of services tailored to different segments within the SME sector. Mr Benedict revealed that, “The SME space is a very broad spectrum of business owners and business entities. So, it ranges from the sole one-man businesses, all the way to the mid-value SMEs in retail and manufacturing, to the very high-value SMEs as well. So, that spectrum makes it such that you cannot have a one-size-fits-all solution for these SMEs. So you need to split it into the various categories and provide solutions that meet the demands of each of these categories.”
To cater to this broad spectrum, MTN offers services that support SMEs at different stages of their business journey, from inception to maturity.
“On MTN’s side, what we’ve done is to take the journey that these businesses go through from start to finish. Basically, from when you have the idea to start your business, all the things that you require to be able to do that business to when you’re scaling your business, and then finally, to when your business is mature enough to be recognized on the formal scale.”
According to Mr. Benedict Bentil, connectivity is at the core of every business operation, and MTN has made it a priority to ensure that SMEs have access to reliable and affordable connectivity solutions. He highlighted that, “When you’re starting your business, for example, MTN business will be able to provide you with the connectivity because everything starts with connectivity. As every process, every operation starts with connectivity.”
“MTN’s connectivity solutions include mobile and fixed broadband services. For mobile, MTN offers the SME Plus solution, which provides free calls on Mondays for SMEs to call suppliers, vendors, and customers. This service is easily accessible, even for informal SMEs, through a simple short code, *5060#, allowing them to subscribe to the SME Plus bundle without the need for formal business registration. Additionally, MTN’s broadband services, such as TurboNet and fiber broadband, offer high-speed connectivity at competitive prices, essential for businesses in their early stages.”
Enhancing Visibility and Efficiency
In today’s digital age, having an online presence is crucial for business success. As such, MTN Ghana offers a service called Web Ways, which enables SMEs to create their own websites within 72 hours, without the need for ICT personnel or web developers. This service empowers SMEs to enhance their visibility and reach a broader audience online.
Moreover, MTN provides other solutions that help SMEs streamline their operations and improve efficiency. Mobile Money (MoMo), for instance, is a payment solution that allows businesses to issue invoices and manage payments easily. For more mature businesses, MTN offers services like Microsoft Office 365, mobile advertising, and Internet of Things (IoT) applications, such as fleet management and asset tracking. These tools enable businesses to operate more efficiently, target their marketing efforts, and manage their resources effectively.
Mr. Benedict explained, “So you realize that everything that a business needs to start, we have that ready for that business. Then, when the business gets going, or when they are getting more mature, we provide services like Microsoft Office 365. We also provide mobile advertising services for businesses to be able to send targeted messages to their audiences.”
Mr. Benedict noted that as SMEs grow and mature, their needs become more complex. As such, MTN Ghana caters to these needs with advanced solutions like APIs for AIC verification, data center colocation, cybersecurity, and cloud services. These solutions are designed to support businesses as they scale, ensuring they have the necessary infrastructure and security to operate at a higher level.
Technology’s Transformative Impact on SMEs in Ghana
The role of technology in reshaping business operations cannot be overstated, particularly within the SME sector in Ghana. As digital tools become increasingly integral to business processes, companies like MTN Ghana have taken a leading role in enabling SMEs to leverage these technologies to enhance their operational efficiency, reach, and overall success. Mr. Benedict Bentil, meanwhile, provided valuable insights into how technology has impacted different aspects of SME operations.
According to him, MTN Ghana’s approach to supporting SMEs is encapsulated in its motto, “business done better.” This philosophy underlines the company’s commitment to providing tools and solutions that enable SMEs to operate more efficiently, reach wider audiences, and adapt to the fast-paced digital economy.
“Technology has basically enabled people to do business better. Connectivity allows SMEs to be able to reach their customers, instantly advertise their products online, have people pay for services without even coming to their shops, and have their services or their products delivered to them in a matter of minutes. So previously, what would have taken a few days to do, it takes just about 30 minutes to do now between an SME and their customers; so, business is now faster.”
This shift towards faster, more efficient business processes has been a game-changer for many SMEs in Ghana. The ability to interact with customers, process payments, and deliver products in record time has significantly reduced the operational challenges that many small businesses face, allowing them to compete more effectively on the market.
Efficiency is a key benefit that technology brings to SMEs, and MTN Ghana has developed a range of digital tools to help businesses streamline their operations. Mr. Benedict highlighted several examples of how these tools are improving efficiency.
“Now I mentioned earlier that people now don’t need to even hire a web developer to build their website for them… you’re able to log on to the web build solution from MTN and be able to get your own website… in a matter of just 72 hours. This is also an example of efficiency.”
Additionally, MTN’s digital tools enable SMEs to set up automated systems that improve customer service and internal operations. For instance, businesses can establish Interactive Voice Response (IVR) systems that handle customer calls and direct them to the appropriate departments without the need for a human receptionist. This level of automation not only saves time but also ensures that customers receive prompt and accurate responses, enhancing their overall experience.
Another critical aspect of efficiency is communication. With MTN’s solutions, SMEs can now hold conference calls, manage logistics, and maintain seamless communication with customers and vendors—all from the comfort of their own homes. This flexibility has been particularly beneficial in an era where remote work and digital interactions have become the norm.
Beyond efficiency, technology has also significantly improved the safety of business operations. The shift towards cashless transactions and digital record-keeping has reduced the risks associated with handling physical cash and managing paper-based records. As such, Mr Benedict pointed out that, “Now you don’t carry cash around because… you can do mobile money transactions. There are records, digital records of all transactions stored in databases or stored in the cloud, so… nobody can say there was a fire in their storeroom, so they can’t find a receipt from five years ago.”
This move towards digital records and cashless transactions not only enhances the security of financial operations but also provides businesses with easily accessible and traceable data. This is particularly important for SMEs, as it allows them to maintain accurate financial records, comply with regulatory requirements, and access financial services such as loans more easily.
Success Stories of MTN’s Technologies Impact on SME Growth
MTN Ghana’s technological solutions have led to numerous success stories, demonstrating the tangible impact of digital tools on SME growth and operational efficiency. Mr. Benedict shared several examples, highlighting how businesses have transformed through the adoption of MTN’s services.
One notable example is a small business involved in digital solutions and lotteries, which leveraged MTN’s bulk SMS and USSD services to facilitate its operations. Over the span of just four years, this business grew from a small SME into a multi-million-dollar entity. Another success story involved an SME that adopted MTN’s business management solutions, allowing them to streamline their operations and improve access to finance. When approached by a bank for company records, the business was able to download and present comprehensive account ledgers, resulting in a successful loan application.
Moreover, the impact of having an online presence cannot be overlooked. Mr. Benedict recounted, “We have customers who increased their sales from, I think, somewhere below GH¢10,000 a month to about GH¢50,000 a month in a space of three months, just by getting a website.” This significant increase in revenue underscores the importance of digital visibility and the role that MTN’s web solutions play in enabling SMEs to reach wider audiences and generate more business.
The COVID-19 pandemic also highlighted the importance of digital tools in maintaining business continuity. Mr. Benedict shared a success story about a religious institution that managed to keep its operations running during the pandemic using MTN’s Unified Communication Services. The institution was able to hold services online without the need for data, ensuring that its members could participate remotely. Even after the pandemic, the institution continued to use the service due to its efficiency and ease of use.
Challenges in Technology Adoption for SMEs in Ghana
While technology offers immense benefits to SMEs, its adoption in Ghana is not without challenges. Despite the transformative impact that digital tools can have on business operations, many SMEs still struggle with the implementation of new technologies.
One of the most significant challenges SMEs in Ghana face when adopting new technologies is the knowledge curve. Mr. Benedict noted that many technology vendors often overlook the need to educate SMEs on how to use these tools effectively before encouraging their adoption.
“The knowledge gap has always been an issue. Generally, technology vendors and providers have taken for granted the fact that there’s a need to actually train these SMEs on these tools before pushing products down their throats and trying to get them on board,” he explained.
Financial barriers are another significant challenge for SMEs in Ghana. Many small businesses operate on tight budgets, making it difficult for them to invest in new technologies. In view of this, Mr. Benedict highlighted that the average spending capacity of low-value or micro SMEs is often insufficient to acquire advanced technology services. “Finance has also been an issue. We realize that the average spend of low-value SMEs or micro SMEs doesn’t leave enough space for them to acquire these technology services,” he stated.
To address this issue, MTN Business has made efforts to price their solutions affordably, ensuring that even small businesses can access critical digital tools without breaking the bank. For instance, instead of paying thousands of cedis to a web developer, SMEs can now create their own websites for just a few hundred cedis through MTN’s web build solution.
MTN Ghana’s Initiatives to Bridge the Gap
Recognizing the importance of digital literacy, MTN Ghana has taken proactive steps to educate SMEs on the use of digital tools. Mr. Benedict mentioned that MTN has intentionally designed activities aimed at closing the knowledge gap among SMEs. “When we did the SME month, we collaborated to do training for about 300 SMEs for them to get that digital adoption,” he shared. These initiatives are part of a broader strategy to ensure that SMEs are well-equipped to take advantage of digital solutions.
In addition to in-person training, MTN also plans to offer online training sessions to reach a wider audience. Through its foundation, MTN provides courses that are accessible to SMEs and students, further promoting digital literacy across different segments of society.
Infrastructure deficits, such as frequent fiber cuts, pose another challenge to technology adoption in Ghana. These disruptions can affect the connectivity solutions that businesses rely on for their operations. To mitigate this issue, MTN works closely with stakeholders, including road contractors and government agencies, to minimize fiber cuts. They also engage the public in reporting activities that could lead to infrastructure damage, helping to maintain consistent connectivity for businesses.
MTN Ghana is also actively working with the regulator and the government to secure more spectrum, which will enhance connectivity and support the digital needs of SMEs across the country.
Commitment to Innovation and Future Outlook
MTN Ghana’s commitment to innovation is evident in its approach to providing cutting-edge solutions to SMEs. Mr. Benedict emphasized that innovation is in MTN’s DNA, and the company has been at the forefront of introducing game-changing solutions such as mobile money and advanced APIs. MTN Business continues to invest in emerging technologies like IoT solutions, cloud services, and unified communications, ensuring that SMEs have access to the latest tools to improve their operations.
The company also fosters a culture of innovation through hackathons and partnerships with developers and entrepreneurs. By co-developing and co-creating new solutions tailored to the Ghanaian market, MTN is helping to drive the digital transformation of SMEs.
In the near future, Mr. Benedict expressed optimism about the future of technology adoption among SMEs in Ghana. He believes that the momentum for digital literacy and technology adoption is growing and that this trend will accelerate as more companies and local innovators join the effort. “The outlook is good, and we can only get better. The momentum is going to accelerate in the coming future,” he asserted.