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Belgacom understands that the SME market has highly specific ICT-needs, although they are often comparable in complexity to those of larger companies. In order to meet the needs of SMEs, Belgacom is positioning itself more than ever as a partner able to offer SMEs end-to-end solutions. Walter Van Uytven, Director IT SME Market at the Enterprise Business Unit at Belgacom, knows all about it.

Companies today regard ICT as an important support for their business processes. But does this necessarily mean that companies need to provide all of their ICT-activities themselves? These days, people are thinking about this in a totally different way than in the past. After all, current technology makes it possible to purchase ICT-support in the form of a service. More and more companies are adopting this approach. Cloud computing is a model that relieves the operational headaches of the ICT-managers while, at the same time, making the cost structure of a specific ICT-service transparent and predictable. That is why companies see cloud computing as an opportunity to begin to move away from investing in their own ICT- infrastructure. Often, for a better price, they can receive a higher level of service, thanks to features, such as the SLAs, that they establish with their partner. What is striking is that this new ICT-approach is being embraced by all types of companies: from large multinationals to SMEs. Belgacom knows that the role of an ICT-partner in the SME-market remains very important. That is why it established a separate ICT-department that is specifically geared to the needs of SME clients.

Reliable partner

“We offer SMEs an end-to-end service,” points out Walter Van Uytven. “In doing so, we act as a true partner, a ‘trusted advisor’. After all, SMEs want reliability. ICT is a part of just about all of the company’s processes. SMEs, therefore, are looking for ICT that they can count on.” Connectivity is the basis on which Belgacom’s range has been developed and it is precisely through the shift towards cloud computing that the importance of the network is only increasing. Currently in Belgium, there are already 600,000 SMEs that have chosen to rely on Belgacom for their connectivity. Van Uytven: “Their preference is for a strong relationship with a reliable partner. They want to be able to call upon this partner for connectivity, but also for ICT-services, either locally through their own hardware and software, or via the Cloud.” In short: SMEs want a total package. They want end-to-end ICT-services based on the right products, at the right moment and through the right communication channels. “That is why we talk to all the links in the chain, both customers and suppliers. In this way, we can get a sense of the SME’s specific needs and can always formulate the most appropriate solution,” Van Uytven reflected.

Cloud computing in an SME

Right now, cloud computing and network-centric ICT is high on the list of priorities for SMEs as well. “In practice, we see that most companies are not opting for a clear cut, black-and-white approach,” Van Uytven said. “Often people prefer to keep certain business critical applications at their own site. In addition, there are other aspects of the ICT-environment - for example, infrastructure components such as security and storage - which can be moved to the cloud.” That is why Belgacom is offering a hybrid solution for cloud computing: SMEs keep part of their ICT in their own hands and change over to hosting for other aspects.” At the same time, the services offered by Belgacom do not, by definition, have to be internally based. “We know what we are good at ourselves, and that is why we clearly segment which parts we do ourselves and which ones we prefer to receive as services from partners. This mixed approach is to the advantage of the SMEs: after all, they want a complete and flexible solution, fast. What’s more, they expect a solution at a good price, with products and services tailored to their needs.”

Both network and applications

Belgacom aims to be a genuine player for companies who get on board the cloud model. “This role suits us to a T.,” thinks Van Uytven. “You cannot be a cloud-player if all you offer is connectivity or applications. Belgacom fulfills the two conditions for success in the cloud: both the network and the applications.” Specifically for the SME market, Belgacom offers a range of generic applications delivered through the cloud-model: back-up, CRM, SharePoint, webhosting, dedicated hosting… “The principle behind this method of working is actually not as new as we think. Many SMEs already have experience with cloud computing, for example, for handling their payment transactions at the bank, or for exchanging data with their payroll administrators, with government institutions… The use of cloud computing is expected to expand quickly to other everyday applications.”

Complete solution

For Belgacom the story isn’t over with Cloud computing. Platform-as-a- Service is the next step. In addition, Belgacom ensures that local Independent Software Vendors (ISV) - based on the infrastructure supplied by Belgacom - are able to bring their own solutions to the SME clients. Van Uytven: “In this way, a sort of marketplace is created within the cloud. It is an ecosystem in which Belgacom and local ISVs, together, provide various ICT-aspects that the SMEs may purchase as a service.” What’s more, Belgacom also wants to be an end-to-end partner for all of the ICT-needs of SMEs. To that end, Belgacom sets up contracts with various hardware suppliers. And that leads to complete solutions. “An SME can buy a laptop from us including an Internet subscription and a hosted solution for backups. Or it can combine the purchase of a server with, for example, a hosted storage solution. That is precisely the strength of what we have to offer to the SME market: not just a few components of the ICT-environment, but everything from A-Z,” Van Uytven explained.

Not only for large companies

Belgacom thus possesses all the building blocks to put into practice the entire concept of cloud computing and network-centric ICT, also for the SME market. “Belgacom wants to be a true SME-partner. The notion that Belgacom only provides solutions for large companies is clearly wide of the mark,” Van Uytven stressed. That is demonstrated, for example, by the partner program that Belgacom developed for integrators and resellers with which it reinforces its support for SMEs. “In consultation with clients and partners, we constantly adjust our SME-portfolio so as to better respond to specific SME-requirements. In the process, we have the major advantage that our basic range includes numerous services that have already proven their value to large, scale clients. And now SMEs can reap the same rewards.”

Even greater convergence

Belgacom’s innovative approach as an ICT-partner for SMEs relies on the convergence that has arisen in recent years between ICT and telecom: convergence between landline and mobile telephony, between speech and data, between connectivity and applications,… Van Uytven: “For a great many SMEs, the combination of ICT and telecommunications is still something new. Nevertheless, it is self-evident that it is precisely through the combination of ICT and telecom that Belgacom is able to offer genuine total solutions. This means that SMEs no longer have to work with two suppliers, but with a single partner.”

Executive summary

With its combined expertise in connectivity and ICT, Belgacom wants to become a real partner for SMEs. The company formulates specific and complete solutions for network-centric ICT-services based on connectivity, applications and hardware.