A culture of collaboration can save SMEs and spur recovery

Small and medium sized enterprises (SMEs) make up 90 per cent of all the world’s businesses and, according to the World Bank, half of all jobs worldwide. When it comes to earning a living, raising a family and putting food on the table, SMEs make it all possible. Yet the world is disrupted: by global events, economic uncertainty and a fourth industrial revolution (4IR) comprised of artificial intelligence, automation and big data. In turn, these factors have created incredible economic opportunities – and some sizeable challenges – for small and medium size business owners. The greatest opportunity lies in harnessing 4IR digital solutions to help a company to maintain and grow market share, build capacity and most importantly survive tough times. To achieve growth and resilience, SMEs from retailers to financial services providers must build a dual strategy that builds market share and provides customer satisfaction, both online and offline. Evidence from multiple sources tells a clear story of a rapidly changing set of consumer behaviours, with eCommerce exploding during Covid-19 and the cashless revolution turbocharging in every corner of the world. Firms that were not already set up for virtual trading were at a clear disadvantage as the pandemic unfolded. The surge in touchless experiences, contactless transactions and digital payments have become a mainstay amidst social distancing recommendations. However, the pace of change is so great that many SMEs require help to steer them in the right direction towards building online sales capabilities. Start-ups and growing companies in the UAE are lucky enough to have a national government that is pro-enterprise and on their side. Dubai authorities understand that eCommerce is inexorably growing, which is why it is pressing ahead with major infrastructure projects for the SME community. Examples include Dubai Commercity, a free-trade zone for e-commerce retailers set on 2.1 million square feet of retail space. The Dubai Chamber of Commerce also launched an innovation information platform in April 2020 to understand the impact of Covid-19 on the economy and business sector in Dubai. The new platform, called Business Connect, aims to help companies and institutions in Dubai to overcome the economic repercussions of the spread of the virus with news, economic and educational resources and economic viewpoints related to the existing challenges and ways to confront them. At a Federal level, government reacted with speed and determination as the pandemic unfolded. It launched a comprehensive Dh100 billion Economic Support Scheme for retail and corporate companies affected by Covid-19, which included a Dh3bn SME Credit Guarantee Scheme. It is heartening to see that from government to industry, the fight is on to help companies survive and flourish in a changed world. It is integral that big financial services providers should use their clout to forge partnerships with other stakeholders to create integrated multi-stakeholder support systems that can help small business tap into the booming digital economy and grow market share. And, as Covid-19 has illustrated, there are times when the state needs to step in to help companies make it through. In addition to that, Mastercard committed US$ 250 million globally to support the sector. So far in the UAE specifically, we are bringing this to life by pioneering a whole digital ecosystem to help SMEs navigate the journey to success. It includes Start Path – a global SME and Fintech engagement program to help the best and brightest later-stage startups with a simple, single entry point to eCommerce solutions. It enables for the delivery of digital experiences such as enhanced AI functions, chatbot and virtual avatars so that companies can take advantage of the opportunities inherent in the 4IR. And, as the UAE economy began its journey on the road to recovery in August 2020, Mastercard launched a new ‘SME-in-a-Box’ solution to help small and micro merchants in the UAE and across the region to expand their customer base through digital platforms. Through the power of the ubiquitous smartphone, we aim to support business owners in managing their customer payments simply and securely – the types of scalable solutions we must all be focused on making a reality. What is necessary now more than ever is fostering and encouraging a culture of partnerships. Only through synergising the efforts of both the public and private sector, can we achieve impactful collective change. We can steer entrepreneurs towards support services that help them to get through difficult times, avoid making redundancies and save livelihoods. The success of the world’s greatest employer – the SME sector – is second in importance only to the provision of healthcare services during a pandemic. It should be of great comfort to the UAE business community that the nation is being steered towards safety.

A culture of collaboration can save SMEs and spur recovery

Global disruption has sparked opportunities and challenges for small and medium size businesses, writes Mastercard's Girish Nanda