Jola Cloud Solutions' Blog

One of our most important values is ‘customer first’. This is because our customers all have their own customers and when things go wrong, or their end user needs information, speed is vital.

For the first time, we are publishing some of our KPIs and whilst we think these numbers are world-class, we know we can always improve.

*Professional contact centres use this methodology to measure success. You may see organisations publish average response times and this is often either down to weak management or a deliberate attempt to hide poor performance.

To explain by example. Imagine a 9-5 contact centre receiving 100 calls an hour on average. From 9-12 and 2-5 the average response time is 10 seconds but over the lunch period, inadequate cover means the average is 300 seconds. The daily average wait time is less than a minute and a half but this masks the true overall customer experience. Furthermore, if managers believe in this flawed system, customer-affecting issues are harder to identify, diagnose and fix.

The B2B buying process has undergone significant change in the last 10 years. Surveys have shown that when SMEs are buying ICT they 1. Research the web 2. Approach existing suppliers 3. Ask peers for recommendations. Unsolicited approaches by phone, email or IM are disliked, ineffective and may actually hamper your chances, especially when used in isolation. Your salespeople are your most expensive resource. Stop wasting their time and expertise by forcing them to make hundreds of cold calls, most of which end in failure or rejection.

For quality run-rate leads you need a 5-touch inbound marketing strategy that combines direct mail, social media, PR, SEO and events. For larger prospects, you need an ABM (Account Based Marketing) programme that integrates the sales and marketing departments. It’s easier to sell to existing customers, so build an effective cross-selling programme using product specialists where justified.

The biggest waste of your time is the deal you don’t win

The best test of a new supplier is conversion rate and margin. Good Account Managers help you identify and qualify opportunities. They give you the questions to ask to uncover problems and needs and they help you close deals. A channel-only vendor growing rapidly with a lot of partners is a good sign because it means their partners are closing lots of large contracts. Most vendors say they have a channel programme but there is little substance behind the fluff. Ask for evidence and references. Pull their accounts!

Don’t let new products damage the relationship with your customers

Make sure your vendor has properly developed products that can be easily productised and billed. They should be provisioned, managed and supported through a mature, well-established, API-enabled, real-time, self-service portal. Ask for evidence that the products are reliable and easy to support. Make sure you don’t lose control of the process and the relationship with your end users. Your salespeople will be reluctant to sell anything that might damage the rapport they have with their customers and/or puts core product lines at risk.

Current Trends

The increasing demand for reliable mobile data extends beyond traditional tracking to broader applications that require precise control. This involves leveraging technology in diverse ways and supporting different requirements across the sector, such as optimising scheduling processes and managing sensors.

As we explore trends in the transport and logistics sector, it's evident that the focus is shifting towards sophisticated solutions. While the tracking of assets remains crucial, smart transport networks are now delivering substantial benefits to passengers, operators, and local authorities. Urban services are becoming more efficient, effective and safe.

End-to-end solutions within the industry leverage advanced technologies like 4G routers and cameras. Tracking systems for trams, buses, and trains are becoming more sophisticated, accurately estimating and advertising arrival times while factoring in potential delays. These solutions often rely on 4G data SIMs, some with a fixed IP or delivered via a secure Private APN.

Warehouses are increasingly adopting these solutions to stay competitive and realise significant benefits in terms of manpower savings and cost reductions. The advent of 5G further empowers companies, even in rural locations, to adopt new technologies that streamline and enhance workflow tracking.

MSP Priorities

In serving the evolving needs of the transport and logistics sector, resellers and Managed Service Providers (MSPs) need to offer choice and control. A wholesale supplier with a diverse range of connectivity options, from single to multi-network to Fixed IP, is essential. Many MSPs have established robust relationships within this sector, understanding the challenges and proposing customised solutions.

End-users require continuous connectivity and control over their data usage to prevent data overage charges. Jola’s partners play a crucial role in managing global SIM estates through Mobile Manager, providing real-time data usage insights, alerts bolt-ons, and data pools. These tools enable efficient monitoring of usage, preventing bill shock. Additionally, the use of mobile data networks expedites start-up processes, eliminating delays associated with lengthy fixed-line installations.

Key challenges

Service providers, without the assistance of an intelligent aggregator, encounter several challenges in the 4G landscape. Firstly, varying network strengths in specific locations necessitate relationships with multiple network providers. Secondly, the absence of data usage tracking leaves devices susceptible to high overage charges when exceeding monthly allowances. Thirdly, there is a crucial need for a secure channel for transmitting financial data.

Cost-effective multi-network SIMs, coupled with an online ordering and management portal, address these challenges. Portals which facilitate data usage tracking, enable the setup of usage alerts and allow for the retroactive application of bolt-ons ensure data costs are controlled. Data pools provide the flexibility of sharing data across multiple SIMs, while buffer pools eliminate high data overage charges. Furthermore, the utilisation of Private APN networks enhances security by facilitating the encrypted transmission of data across a private mobile network.

Businesses don’t have ISDN, WLR3 or ADSL problems. Businesses have credit card payment processing, voice communication, security alarm monitoring and emergency lift line problems. The channel’s job is to be the trusted advisor and recommend the right solution for each problem. As a mobile broadband company, we’ve seen resellers use low-cost SIMs to solve all the problems mentioned above whilst saving their customers money and making more margin than they would be by simply pushing fibre-based solutions.

The country will be split into businesses with type A and type B resellers. Type A resellers will already be talking to their customers about the PSTN switch-off and guiding them towards appropriate solutions in plenty of time, potentially saving their customers money whilst making more margin. Type B resellers will be too busy to worry about 2025, so they won’t proactively do anything about the PSTN switch-off.  As a result, they might lose some of their customers to the proactive Type A resellers. Alternatively, they will be having a very stressful time in 2025 when suddenly their customers are being bombarded by warnings coming from every direction about their services being disconnected and then rushing to prevent that from happening.

Are we ready?

Of course not!  The BT Digital Voice debacle and the Salisbury and Mildenhall delays show that neither industry nor customers are ready.

What support is available?

Businesses don’t have ISDN, WLR3 or ADSL problems.  Businesses have credit card payment processing, voice communication, security alarm monitoring and emergency lift line problems.  It’s the job of the channel to be the trusted advisor and recommend the right solution for each of these problems.  As a mobile broadband specialist, we’ve seen resellers use low-cost SIMs to solve all the problems mentioned above whilst saving their customers money and making more margin than they would be simply pushing fibre-based solutions as the solution to every problem.

How will it all play out?

I think the country will be split into businesses with type A resellers and businesses with type B resellers.  Type A resellers will already be talking to their customers about the PSTN switch-off and guiding them towards appropriate solutions in plenty of time, potentially saving their customers money whilst making more margin.  Type B resellers will be too busy to worry about 2025, so they won’t be proactively doing anything about the PSTN switch-off.  As a result, they might lose some of their customers to the proactive Type A resellers.  Alternatively, they’re going to be having a very stressful time in 2025 when suddenly their customers are being bombarded by warnings coming from every direction about their services being disconnected and then rushing to prevent that from actually happening.

New hardware for FTTP and 5G

We are seeing significant demand for single devices that support Gigabit Ethernet and 5G or for 5G devices that can sit alongside Gigabit Ethernet routers.  Internet connectivity is now mission critical to virtually all businesses whether they are SMEs, mid-sized or the largest of enterprise or public sector.  For the channel, these devices need to be robust, reliable and manageable out of the box.  At Jola, every single device that we supply includes unique software that we’ve developed in-house to make the device provisioning zero-touch and to enhance the remote support that the reseller can provide.  Supplying hardware isn’t just a case of shifting a box anymore, now the reseller needs to make sure it will work perfectly with the customer’s particular mix of connectivity as well as any wide-area network-specific requirements such as SD-WAN or VPN connectivity to other locations.  

Benefits

The latest generation of equipment is significantly more powerful than what’s gone before.  Two years ago, using the best external antennas, a typical cellular router, even from a premium brand, would struggle to perform much beyond 40Mbit/s.  The constraint was both the device itself but also the cellular service available.  In a recent test, our entry-level 5G router, inside a building, using its internal antenna delivered 490Mbit/s.

The other major benefit of the new equipment is the cost savings.  Our average leased line customer has 100Mbit/s of bandwidth but our average FTTP customer has 300Mbit/s available to them.  On average our 5G customers achieve speeds of 276Mbit/s (using the Three UK network).  FTTP is around 80% cheaper than a leased line and 5G is around 97% cheaper than a leased line!

The digitisation of healthcare has had a major impact on IT and telecommunications requirements. In recent years there has been a huge effort within NHS trusts to move to 100% electronic patient records which are more easily accessible.

Demand

The demand for mobile connectivity services and devices has been increasing consistently since the start of COVID. During the pandemic, there was a need for healthcare professionals in the field to be able to work remotely rather than return to a GP practice or hospital at the end of each shift to update records.  However, that simple change has now led to those mobile devices being used for so much more than simple data entry. Now that single device and SIM card will be likely used for video calling, collaboration, lone worker safety and access to the latest reference material and procedures.

Given that this mobile access is now so mission critical and in some cases life critical then it is no surprise that we seeing more and more demand for data and voice SIMs that can roam un-steered on all the UK networks providing better coverage and resilience than any traditional SIM from one of the big four mobile operators.  

Security

When you’re dealing with an individual’s health information, cybersecurity is a top priority.  With internet-based health applications, this is usually addressed with application layer encryption.  However, where the application isn’t hosted on the Internet but is hosted within an NHS Trust's data centre or cloud then it is very common for a private APN to be required.  A private APN works using standard SIMs and devices but instead of providing access to the Internet, it provides secure access between the SIM and the application without requiring the traffic to traverse the Internet at all.  Private APNs used to be the sole preserve of the mobile operators, but now our resellers can set these up in a matter of days and choose from a variety of different tariffs that provide support for single or multiple mobile networks.

Three years ago we were involved in a project to connect over 30,000 ambulances to the Internet to be able to access electronic patient records which has been a tremendous success.  However, now the requirements have moved on significantly from just being patient records.  The mobile connectivity we supply is now being used to replace the traditional 2-way radio voice communication using either cellular voice or PTT over IP technology.  The largest increase in data usage is coming from video calling which is being used to connect patients, control centres and paramedics to improve the speed and quality of clinical decision making.

A more recent initiative is the concept of ‘virtual wards’. Jola is involved in several different projects of this type throughout the UK with several different partners.  A virtual ward is a term used to describe how digital technology can be used by a hospital to communicate with and monitor the health of hundreds or thousands of patients.  Typically the patient will have a device such as an iPad with a SIM card in it that is linked to wearable sensors that monitor things such as heart rate, blood pressure, body temperature and environmental conditions.  The data is then combined with virtual or in-person outpatient visits that can give the patient more choices about their care and free up valuable hospital beds.

When advertising for new recruits, we use local apprenticeship specialists and target university students. We also advertise locally using a refer-a-friend scheme. LinkedIn and the website are a given, but we have more success targeting people we know, or local people looking for a chance to learn something new.

A lot of experienced candidates expect remote working and often ask how many days they need to be in the office. However, we have also found that many new recruits want to be in the office with experienced mentors to help them develop and succeed in their roles. We have found running our business with a mix of remote working and in-office hot desking very successful. It is important to monitor and measure the right key performance indicators so that employees know what they need to achieve. With this in place, ‘where’ the work is completed becomes less important.

We are at the forefront of technology, with a work-from-anywhere ethos and connected Robustels in our backpacks. We embrace new technologies and help our channel partners to benefit from technology sunsetting and switch-offs.

I am not sure all companies are prioritising diversity and inclusion in their recruitment strategies but we do. We have reviewed our end-to-end process to eliminate unconscious bias and remove barriers.

Promoting company culture can attract like-minded individuals who share the same goals. A competitive package, attractive bonus schemes and the chance to grow and develop with a company are equally attractive.

Jola has over 1400 partners and runs a channel-only business. All of our growth comes from partners winning deals using our unique and differentiated solutions. Trust is a key element of our relationships with partners. MSPs need to trust that we have reliable, easy-to-manage solutions they can sell and support making healthy margins. Partners need full control of their own solutions, so having real-time fully automated portals allowing full direct control over live orders is essential. 

At Jola, we have taken our relationships to the next level. Partners trust us to identify and qualify opportunities from within their customer bases. They invite us to speak to end users to understand challenges and discuss solutions fully. We have a lot of vertical market experience which is useful for end-users who feel immediately at ease when they understand how we have solved similar problems in their industries.

Good supplier partners are open honest, trustworthy, always contactable and professional. They value every customer and always deliver what they say they will when they say they will. They go the extra mile to meet customer expectations and have case studies, testimonials, awards and NPS scores to back this up.

One of our partners was approached by a major supermarket to provide digital signage within their stores. The supermarket required a bespoke build with a completely managed solution. The digital advertising boards were for 300 stores across the UK and required 24/7 connectivity.

Due to the scale of the opportunity, our partner had to source reliable connectivity that could be rapidly deployed across the country. As well as working to a tight deadline, it was also necessary to find a solution that offered control and management of the connectivity across the different sites.

The Jola solution offered a complete connectivity package, including routers, SIMs and access to Mobile Manager®, an online management portal for ordering and managing estates of SIMs. Jola proposed 4G aggregated SIMs for un-steered, multi-network roaming connectivity with all four UK mobile networks. The SIMs are all managed within Mobile Manager®, which handles SIM and eSIM activations, ceases, suspensions, reports and bolt-ons. 

Jola recommended Intelligent 4G Routers. The routers are suitable for mobile broadband and large-scale IoT rollouts. Devices are pre-configured with the Jola App, allowing auto-configuration. As a result, there was no need for manual configuration on-site; the routers were delivered to stores, ready to install, saving valuable time and set-up costs.

To bolster security, Jola preconfigured a security measure into the devices, to prevent a third party from accessing the routers.

Your customers are working on mobile data projects right now and demand is predicted to increase dramatically over the next few years, writes Adrian Sunderland, CEO at Jola. If you get it right with M2M and IoT, you will quickly generate high-margin recurring revenue and, due to higher EBITDA multiples, increase the value of your company.

According to McKinsey, revenues from mobile data are set to increase dramatically over the next five years due to the availability, speed and reliability of 4G, 5G and IoT. Statista forecasts that there will be over 25.4 billion IoT devices worldwide in 2030. Fortune Business Insights predict this market will be worth £1085bn by 2027.

People think IoT is low revenue and you’ve got to win hundreds of thousands. You don’t. You can often get a decent ARPU of £10 to £15 on thousands of devices and sometimes margins of more than 40%, so it’s an attractive line of business to pivot into.

Your mobile data partner will need to give you the tools to win deals, usually competing with the direct sales arms of the mobile networks. Your supplier will need to be an aggregator with access to all the networks and ideally, they will also be an independent MVNO. Most importantly everything must be automated, with real-time APIs offering zero-touch provisioning and management through a single self-service portal.

They will need to be innovative, with a constant stream of relevant mobile data and IoT products
that the networks would take years to develop and launch. When you partner with the right channel supplier, mobile data is easy to sell, support and bill.

The opportunity for the channel is significant. ICT resellers already have strong relationships with business customers for IT infrastructure, asset tracking, digital signage, mobile WiFi, monitoring and utilities.

Mobile data is an easy product to sell and provision and needs very little support. Jola took on just over 200 new partners in 2022 and now has over 1300. We put 30,000 multinetwork SIMs into iPads for one public sector project, with a very quick book-to-bill timeframe and no issues. Our SIMs are in devices such as ANPR cameras, CCTV cameras, vending machines, digital signs and tracking devices around the world.