FACULTY OF AGRIBUSINESS (FAE)

DEPARTMENT OF AGRIBUSINESS AND ENTREPRENUERSHIP

INTRODUCTION TO INFORMATION COMMUNICATION TECHNOLOGIES

(MUBE104)

STUDENT NAME : PANASHE H NYIKA

STUDENT ID : M241036Z
PROGRAMME : AGRICULTURAL EXTENSIONS
LEVEL : 1.1

Digitalization has played a crucial role in aiding firms to realize some value creation within
their processes. Discuss the sustainability of any one platform organization in Zimbabwe
carefully outlining possible strategies for success. [25]
In recent years, digitalization has revolutionized business models across various industries. Platform
organizations, characterized by their digital infrastructure and network effects, have emerged as
powerful players in the global economy. These platforms connect users, facilitate transactions, and
create value by leveraging technology. In Zimbabwe, where economic challenges persist, platform
organizations offer unique opportunities for growth, job creation, and community development. In
this discussion, we will delve into the sustainability of platform of Econet as a Zimbabwean
organization. We’ll analyze strategies that can contribute to their long-term viability.

End-to-End digital infrastructure as a strategy implemented by Econet. Econet Wireless Ltd has
implemented an end-to-end digital infrastructure strategy as part of its digital transformation
journey. This strategy involves providing customers with a seamless digital experience from product
selection to payment and customer support, all through digital platforms. The company’s move
towards this comprehensive digital infrastructure signifies a shift away from traditional brick-and-
mortar shops while still maintaining a presence in physical locations for the time being. In response
to the evolving needs of its customers and the changing business landscape accelerated by the
COVID-19 pandemic, Econet has invested significantly in various digital channels. These channels
allow customers to not only purchase products but also pay for them and receive customer support
entirely through digital means. By offering end-to-end digital solutions, Econet aims to enhance
customer convenience, safety, and accessibility while reducing reliance on physical stores. The
company’s commitment to digitalization is evident in its launch of multiple customer engagement
platforms such as the Yemurai Chatbot, USSD self-care platform, web self-care platform, IVR self-
care portal, and SMS help solution. These platforms have contributed to over 90% of customer
interactions being handled digitally, marking a substantial 200% year-on-year growth in digital
uptake according to Econet’s 2021 full-year financial results. Overall, Econet Wireless Ltd’s adoption
of an end-to-end digital infrastructure strategy underscores its commitment to meeting customer
demands in an increasingly digitized world while ensuring operational efficiency and adaptability in
response to market dynamics.

AI-Powered Customer Support Econet Wireless, a Zimbabwe-based telecommunications company,

has implemented an AI-powered chatbot named Yamurai to enhance customer experience. This
chatbot serves as an additional customer support channel designed to optimize efficiencies and
manage the increasing volume of customer queries, especially during the COVID-19 lockdown
period. Nature of Disruption Yamurai, the AI-powered chatbot developed by Econet, is specifically
designed to address common customer inquiries promptly. It can assist with various routine issues
such as phone PIN resets, airtime credit problems, and data package purchases. Additionally,
Yamurai can intelligently escalate complex queries to the relevant back-office departments within
Econet for resolution and log tickets to track active issues until they are resolved. The chatbot also
has the capability to store information from previous interactions to facilitate smoother resolutions
in the future. Benefits and outlook given the current trend of increased online interactions due to
the pandemic and customers’ preference for minimal physical contact, Yamurai plays a crucial role in
enhancing customer service delivery. By providing quick and efficient assistance through AI
technology, Econet aims to onboard customers onto a digital transformation journey that prioritizes
convenience and accelerates service delivery.

Shift to digital service provider strategy by Econet. Econet’s strategy of shifting to a digital service
provider model has been a key component of its digitalization efforts. This strategic shift involves
transitioning from being primarily a traditional communications service provider to offering digital
services that cater to the evolving needs of its customers in a rapidly changing technological
landscape. Digital transformation drive Econet has been consistently investing in digital channels to
enhance customer experience and streamline operations. By focusing on end-to-end digital
infrastructure, Econet allows customers to interact with the company through various digital
platforms for purchasing products, making payments, and accessing customer support services. This
move signifies a departure from reliance on physical stores towards a more digitally integrated
approach. Investment in digital self-care platforms one of the notable aspects of Econet’s digital
transformation journey is the investment in digital self-care platforms. These platforms, such as the
Yemurai Chatbot, USSD self-care platform, web self-care platform, IVR self-care portal, and SMS help
solution, have enabled over 90% of customer interactions to be handled through digital channels.
This shift has not only improved efficiency but also led to a significant increase in digital uptake year-
on-year. Benefits of digital lifestyle business consultant Blessing Mdladla highlighted the numerous
benefits of embracing a digital lifestyle for both individuals and companies. The ability to connect
globally, reach out to more customers through digital marketing, and create flexibility in daily life are
some advantages associated with leveraging digital technologies effectively.

Online product offerings as a strategy of digitalization used by Econet. Econet Wireless Zimbabwe
has strategically utilized online product offerings as a key component of its digitalization strategy.
The company has been focusing on enhancing its digital presence and transforming its business
model to cater to the evolving needs of its customers, especially in the wake of the COVID-19
pandemic. By leveraging digital channels, Econet has enabled customers to purchase products, make
payments, and access customer support entirely through online platforms. This shift towards online
product offerings is part of Econet’s broader digital transformation journey that began in 2019. In
response to the changing market dynamics and the increasing demand for digital solutions, Econet
has invested significantly in various customer engagement platforms. These platforms include the
Yemurai Chatbot, USSD self-care platform, web self-care platform, IVR self-care portal, and SMS help
solution. These tools have facilitated more than 90% of customer interactions being handled through
digital channels, marking a substantial increase in digital uptake year-on-year. The move towards
online product offerings aligns with Econet’s goal of positioning itself as a digital lifestyle network
that enhances people’s lives. By diversifying its connectivity products under brands like Buddie and
offering social media packages powered by advanced data infrastructure (3G, LTE, 4G), Econet aims
to provide customers with the freedom to engage in various activities such as chatting, shopping,
exploring, and more from anywhere at any time.

Moreover, Econet’s participation in events like the Zimbabwe International Trade Fair (ZITF) further
showcases its commitment to showcasing its diverse range of digital lifestyle products and services.
Through these exhibitions and engagements with customers and partners, Econet demonstrates its
innovative approach to marketing and promoting its online offerings.

Continuous Innovation Strategy of Econet in Digitalization. Econet Wireless, particularly through its
flagship product EcoCash, has strategically employed continuous innovation as a core element in its
digitalization efforts. The company’s approach to innovation extends beyond just product
development and into various aspects of its operations, including marketing, customer service, and
partnerships. By consistently introducing new features, services, and collaborations, Econet has been
able to stay ahead of the curve in the rapidly evolving digital landscape of Zimbabwe. One key aspect
of Econet’s continuous innovation strategy is its focus on meeting the changing needs and
preferences of its customers. Through regular updates and enhancements to EcoCash, Econet
ensures that its mobile payment platform remains relevant and competitive in the market. This
customer-centric approach not only drives user engagement but also fosters loyalty among EcoCash
users. In addition to enhancing the functionality of EcoCash, Econet has also leveraged innovative
marketing campaigns and corporate social responsibility initiatives to strengthen its brand presence
and community impact. By collaborating with popular artists like Jah Prayzah for promotions such as
iKhisimusi Sifikile and incorporating CSR components into their campaigns, Econet demonstrates a
holistic approach to innovation that resonates with customers and society at large. Overall, Econet
Wireless’ commitment to continuous innovation as a strategic pillar in its digitalization journey has
not only propelled EcoCash to become Zimbabwe’s leading mobile payment solution but has also
positioned the company as a trailblazer in leveraging technology for social good and business
growth.

In conclusion Econet Zimbabwe’s sustainability depends on its ability to adapt, diversify, and
prioritize long-term success over short-term gains. By implementing these strategies, it can position
itself for continued growth and resilience in a competitive market. By adopting to the ever changing
world Econet embraced digitalization.Econet’s digitalization strategies encompass end-to-end digital
infrastructure, AI-powered customer support, online engagement platforms, a shift towards
becoming a digital service provider, online product offerings, and a commitment to continuous
innovation in meeting customer needs.
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