Telkom Business Targets SMB Growth with One-Stop ICT Model

South Africa's small and medium business sector has become one of the most contested parts of the ICT market. Growth potential is clear, but so are the pressures. Businesses are being asked to modernise faster, improve customer experience, control costs and strengthen resilience, often without the internal technical capacity to manage a complex digital environment.

Telkom Business says the market is shifting towards more integrated ICT models, as SMBs increasingly look for solutions that combine connectivity, cloud, IoT, cybersecurity, next-generation voice and end-to-end support without adding complexity. "Our focus is on making digital adoption more practical for business customers," says Hasnain Motlekar, Chief Operating Officer of Telkom Business and Acting CEO of BCX. "SMBs want solutions that work together, are easier to manage, and support growth."

Motlekar's argument is that businesses should not have to assemble their digital operations service by service across multiple suppliers when those needs are closely connected in practice. For customers, it means fewer moving parts, clearer accountability and a simpler path from purchase to deployment and support.

Why SMBs need a different model

South Africa's SMBs make up the vast majority of businesses — estimated at more than 90% of formal enterprises — and contribute about 40% of GDP. Smaller businesses often need the same core capabilities as larger enterprises, but with less room for technical missteps and less capacity to manage multiple vendors. A provider that can package services more simply and support them end to end has a stronger chance of winning and keeping those customers.

Telkom Business has built part of its SMB offerings around bundled, scenario-based solutions. One example is a package that combines private line, fiber-to-the-office and OneOffice services under a single order and monthly subscription. The aim is to lower upfront complexity, speed up adoption, and give customers one point of accountability.

SMB digital investment priorities chart

Figure 1: SMB technology buying is increasingly shaped by the need for quality, security, and value-added services, creating stronger demand for integrated offerings rather than standalone products

More than connectivity

Connectivity is the base layer of digital participation, but businesses now need more than access alone. "Our strategy brings together broadband and data, mobile, partner-led solutions, stronger service delivery, and a renewed focus on trust," says Motlekar. "The real advantage lies in using infrastructure to help businesses run more efficiently, securely and at lower cost."

Scale is part of Telkom Business's pitch. As the enterprise arm of South Africa's largest integrated operator, it has the network capability, technical expertise, national reach, and strong understanding of local business conditions needed to support customers across different regions and sectors. "Our OneTelkom model is designed to offer customers a unified service across Telkom Business, Telkom Consumer, and Openserve," Motlekar says.

Execution is where it counts

Telkom Business structures its SMB strategy around four stages: analyze, market, sell, and serve. That suggests a broader view of the market. It starts with customer insight and segmentation, moves through portfolio and channel strategy, and ends with delivery and support.

That last stage is where the proposition is really tested. Service delivery is still one of the biggest pressure points in business technology. Telkom Business puts the focus on activation, delivery, prioritising business customers, stronger support and escalation processes, and end-to-end accountability. In practice, that is where a one-stop-shop promise either holds up or starts to come apart.

For customers, this is where trust is built. A broad product set may get attention at the start, but long-term value comes from consistent delivery, responsive support, and fewer day-to-day problems. Providers that make life easier after the sale are in a stronger position than those that leave customers managing a patchwork of disconnected services.

"Customers want more than access," says Hasnain Motlekar. "They want accountability, consistency, and a partner that can support the full journey from connection to day-to-day service delivery."

The role of partnerships

Partnerships are also part of the model. Telkom Business works with global and local technology partners, including Huawei, alongside a broader sales and service network. "That's how enterprise delivery works in practice," Motlekar says. "It rarely comes from a single product line. It depends on infrastructure, platforms, implementation, and operational support working together."

A broader economic play

When smaller businesses gain access to technology that is more integrated, usable, and easier to manage, the benefits extend beyond the ICT sector. They work more efficiently, adopt digital tools with greater confidence, serve customers better, and compete more effectively.

"Our one-stop-shop proposition speaks to a clear market need," Motlekar says. "Many SMBs still need simpler, more integrated support. Providers that can deliver that well will play a key role in the next phase of business technology growth in South Africa."