MySky’s product expertise means Mukuru has foresight on future technology. The MySky managed service means Mukuru can hand-off day-to-day operations but retain clear SLAs. Heynes further emphasises: “An MSP helps us unlock other value, some of which is not immediately obvious to the bottom line but is vital for sustained growth.” “We want to make sure our people are focused on the right things. “The MSP model means that we can focus on our core business,” says Fourie. Relieving Network Burden on Growing Business Aruba ClearPass is being considered for use in the orchestration of secure corporate access and guest services. Future plans include the provision of guest access to Mukuru customers. The service provides network access to all Mukuru staff and is being extended to 13 branch offices and a larger number of kiosks. “The reporting we get from Central is more stable, more accurate than anything we’ve used previously,” says Jamie Carruthers, Chief Operating Officer, MySky Networks. The entire environment is managed on Aruba Central.
For the first time, Mukuru owns no network hardware. The MySky approach has been to deploy a mix of access points including AP-505 and AP-515 Wi-Fi 6 APs, with Aruba 2930M and 2530 switches in the head office and call centre locations. It involves an overhaul of the network infrastructure at 14 Mukuru offices, including the main locations in the Waverley and Rosebank areas of Johannesburg.
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Mukuru’s network upgrade is planned, deployed and managed by MySky Networks, a platinum Aruba partner in South Africa. “Given our other workloads and the pace of growth it made sense to bring in a third-party to plan and manage the refresh and ongoing operations.” Leaning on a Managed Service Provider “We recognised that a strong network was key to everything but we didn’t want to be tied up managing the infrastructure and resolving issues,” says Morne Fourie, Senior System Engineer, Mukuru. Mukuru has managed to create a service point of difference and consistently high customer satisfaction scores: “The two main ways we build loyalty are through a human, personal approach to customer support and the strength of our technology. In a competitive market, Heynes explains, being first to market with new services matters.
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It wants to establish operations that are agile, mobile and efficient, and free time and energy to focus on new services. The focus for Mukuru is service innovation and an improved customer experience. Service Innovation to Create Brand Loyalty
“We try to address the pain points and value leakages in the informal system through technology that leapfrogs those voids between the cash and digital worlds, but in a manner that our customers will still recognise for them to take that step.” “Our focus is on Africa’s emerging consumers, who have previously been excluded from financial services and therefore have been financially excluded in many respects,” says Lindley Heynes, Mukuru’s Head of IT Operations. Its call centres deal in over 30 different languages. It provides a range of services to more than eight million customers throughout Africa, including cash transfer, a card product, grocery offerings and funeral cover. Mukuru describes itself as a ‘Next Gen Financial Services Platform’.
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