IBM makes its support for African customers visible

Following requests from customers and business partners in Africa, IBM - the world`s largest technology company - is making its presence in Africa extremely public.

Speaking at training and technology upgrade workshops for its customers and business partners in Nigeria, Kenya and Ghana at the end of July and beginning of August 2003, IBM Central Africa territory manager, Asif Valley, said that organisations in Africa making themselves more efficient and competitive by adopting information technology (IT) want reassurance that their suppliers are in Africa for the long term.

"Naturally enough, they want suppliers who will be around for many years to support them at each step of their evolution into e-businesses. They want business partners who understand their specific needs as African businesses. And they want suppliers who are prepared to invest in their local markets - either through offices in the region or building a network of local business partners.

"IBM qualifies on all counts. But, because we`ve been focusing in the past three years on strengthening our African channel, we`ve overlooked advertising our presence. Customers just haven`t known that we are indeed in their own country - with stock and trained support available whenever they need it."

IBM is remedying the situation with a sustained, high profile advertising campaign and quarterly training and technology update workshops for both business partners and customers.

Demonstrating its long-term commitment to Africa, IBM is also introducing an option of remote services supplied from South Africa.

"Remote service hugely extends customer value," says Valley. "It goes beyond a warranty into the long-term maintenance of the customer`s technology investment.

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"And, it`s backed up by first-line support from our in-country business partners."

Proving its insight into the specific needs of African businesses moving into IT, IBM`s product focus in Africa is on open distribution systems, Intel-based desktop computers and servers, and IBM`s family of Express software.

IBM`s famous Lotus, DB2, Tivoli and WebSphere enterprise software is now offered in Express packages - geared to the licensing and functionality needs of small and medium-sized businesses without sacrificing the performance, reliability, resilience and scalability of the parent products.

"Most African business are small or medium-sized," says Valley. "So, we`re providing technology that will get them up and running with least effort and provide a quick return on investment. Also, the products need minimal in-house skills to run and maintain.

"In addition, our business partners need minimal investment in training to be able to offer these products intelligently to customers."

Since 2000, the IBM business partner organisation in Central and West Africa has grown by more than 300%. In Nigeria alone there are 20 business partners authorised to sell IBM hardware, software and infrastructure technology. In Kenya IBM authorised business partners currently number 12. In addition, in both countries there are many resellers handling IBM hardware, particularly Intel-based desktop computers and servers.

All business partners have access to IBM`s PartnerWorld programme, a web-based system for registering, training and developing business partners. PartnerWorld ensures that IBM business partners have access to world class training, marketing and sales facilities and operate to the same standards all over the world.