Computer Reseller News Jan 2008

January 2008

Inside This Issue IT execs say Vista uptake slow p6>> Cisco sights set on virtualisation, video p7>> WCS eyes the export market p8>>

EDITOR’S: NOTE

Big up to

2008

T

he year 2008 is upon us. Judging by the way 2007 panned out, this year looks set to be an interesting one for the solution provider channel. For starters, resellers are hoping the channel credit crunch and IT spending slow down both in the consumer and retail space begins to show signs of turning around. The country’s economy has grown every year since 1994. Key contributors to this growth have been strong consumer spending and higher commodity prices, which have mainly boosted the growth rate to more than four per cent in each of the past three years. Government, through the Accelerated and Shared Growth Initiative for SA (ASGISA) is seeking to increase economic growth and participation through: infrastructure programmes; industrial strategies; skills initiatives; interventions in the second economy; inflation targeting and other macroeconomic policies; and better public administration. One can only hope that ASGISA plan goes a long way in easing the IT skills shortage in the local channel. However, recent developments have cast a cloud on the economy. Rising inflation has prompted the Reserve Bank to increase interest rates by four percentage points since June last year, which some IT pundits warn will reduce not only spending in this sector but hamper overall economic growth. For those involved in the cut-throat business of selling IT solutions, now is the time to plan for the year ahead. This process should involve critical analysis of the areas of your business that didn’t show any growth let alone revenue contribution. Refining your business and developing a strategy that should take it to new heights should be on top of your to-do list. This should entail choosing the right technology manufacturers, getting relevant certifications and identifying vertical markets that provide your business with the opportunity to earn recurring revenues. Along with this, most vendors in the channel are moving towards an exclusive-type arrangement with their channel partners. Understanding which partner programme best suits your business strategy and goals is vital before selecting the best one out there. As the channel landscape continues to evolve, it has become a business imperative for solution providers and resellers of all sizes to select the right vendor and distributor partners. In addition to choosing the right vendor or distributor partner, survival in the channel is enhanced when a reseller specialises and develops expertise in a couple of technologies and vertical markets. Being everything to everybody is a recipe for failure. CRN would like to engage with you more this year, so let me know what you have planned for 2008. I can be reached at [email protected]

Manda Banda – publisher

Contents News & Analysis 4 – News round-ups 4 – Dmoves 6 – IT execs say Vista uptake slow Adoption of Windows Vista is lagging and will continue to do so as 2008 begins. By Manda Banda and Scott Campbell, CMP

7 – Cisco sights set on virtualisation, video

Cover: The Digi Awards

Cisco Systems chairman and CEO John Chambers has identified virtualisation as the biggest opportunity the networking company will focus on in fiscal 2008. By Jennifer Hagendorf Follett, CMP

06

8 – Eyeing the export market CRN Contacts: Publisher: Manda Banda [email protected] Online editor: Kaunda Chama [email protected] Journalists: Portia Shaba [email protected] Brand executive: Nirosh Moodley [email protected]

World Computer Systems (WCS) has set its eyes on significantly increasing its export business. By Manda Banda

10 – SAP unveils Business ByDesign for SMEs SAP has unveiled Business ByDesign, the most complete on-demand business software solution specifically addressing a new market of prospective, fast-growing midsize customers. By Dudu Shaba

12 – Hi Five: Sithabile Technology’s MD has new plans for the company.

08

By Dudu Shaba

13 – Demand generator: KSS overhauls Kyocera Mita SA’s communications infrastructure. By Dudu Shaba

14 – Microsoft focuses on the Unified Communications market. By Dudu Shaba 26 – CRN showcases the winners of the 2008 Outlook Digi Awards. By Kaunda Chama, Stanley Chishala & Dudu Shaba

Designer:

Features

Spencer van Graan

16 – More education needed on consumables

[email protected]

Customer satisfaction is a powerful contributor to profitability. Companies must ensure that their customers are knowledgeable and comfortable using their products. By Dudu Shaba

Database and subscriptions: Daisy Mulenga [email protected]

copyright notice CRN Southern Africa is published monthly by Systems Publishers (Pty) Ltd. The copyright of all material in this publication is reserved by the proprietors, except where expressly stated. The publisher, however, will consider reasonable requests for the use of material by others on condition that the source and author of the report are clearly attributed. Due to the nature of the newspaper print process, Systems Publishers cannot be held responsible for colour variations in printed advertising. Printed by Ultra Litho. CRN Southern Africa is a licensee of CMP Media LLC.

Private Bag X12, Rivonia, 2128 Tel: (011) 234 7008 Fax: (011) 234 7025 Registered with the Audit Bureau of Circulation

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22 – Graphics software promise Find out how you can earn margins in this niche software market. By Kaunda Chama

Technology 38 – Product review: Nokia E90. By Kaunda Chama

Parting shots

23

40 – Dilbert 40 – Snapshot: Christo Briedenhann, Riverbed

Scans in this publication have been reproduced on the EPSON PERFECTiON 2450 photo

NEWS: ROUNDUPS

Datacentrix gets Riverbed IT services and solutions provider, Datacentrix, has signed an agreement with wide-area data services (WDS) solution provider, Riverbed Technology, to resell the company’s Steelhead products, becoming a certified partner locally. Riverbed’s Steelhead WDS product range addresses the issues affecting application performance over the WAN, dramatically improving the performance of applications that companies and knowledge workers rely on every day - including file sharing, e-mail, backup, document management systems and IT tools as well as ERP and CRM solutions. Datacentrix: Nteseng Maboe, 012 348-7555, [email protected]

Channel partners alternative to major competitor: Dell With a business that’s been losing market share and struggling to grow, Dell’s top executive suggested that the company is positioned to win channel partners who are looking for a top-to-bottom alternative to Hewlett-Packard. Dell Chairman and CEO Michael Dell made the remarks in a conference call with financial analysts after the company posted its quarterly earnings. The Texas-based company has also told solution providers it is poised to make a major announcement on the future of its channel operations.

Security flaw opens Cisco VoIP phones to eavesdropping Cisco Systems has confirmed a security vulnerability discovered in its VoIP phones that enables attackers to eavesdrop on voice calls. The vendor issued a security alert that identified 11 models of its Cisco Unified IP Phone 7900 Series handsets that are vulnerable to attacks. All Cisco IP phones that support Extension Mobility, a feature that allows users to log into a phone and configure it as their own on a temporary basis are vulnerable. Cisco classified it as a low-level risk with a base score of 4.0 on the common vulnerability scoring system. No updates are available, though Cisco has identified several workarounds to combat the problem.

Distribution Move Pinnacle Micro lands Mio deal ICT distributor Pinnacle Micro has announced that it has landed southern African distribution rights to Mio Technology, one of the leading brands of mobile communication devices. “The announcement forms part of a decision by Pinnacle Micro to move into the increasingly converging world of consumer-based technology and the general business and ICT marketplace,” says Tim Humphreys-Davies, the company’s national sales and marketing director. With preloaded maps by Tele Atlas, one of the world’s top map data companies, users can now enjoy seamless navigation throughout the region, doing away with the cumbersome installation of additional country maps.

Even Flow appointed Siemens distributor Local VoIP hardware distributor Even Flow Distribution was recently awarded the distributorship for Siemens’ range of home and office communication products in SA. Siemens SA, noting the imminent growth in open-standards IP communication products, says it has secured a partner with an established track record in the VoIP market, and a thorough understanding of the technology driving the revolution in telecommunications. Even Flow will distribute the entire range of Siemens corded and cordless IP phones as well as an assortment of IPbased CPE hardware devices. The products will be introduced to Even Flow’s established base of VARs and solution providers as well as specific VoIP service providers.

Intel upgrades Leopard support Intel Corporation announced an upgrade of its popular software tools suite for Mac OS X Leopard, the sixth major version of Apple’s advanced operating system. The latest 10.1 version of the Intel C++ Compiler and Intel Fortran Compiler, as well as the Intel Threading Building Blocks, Intel Math Kernel Libraries and Intel Performance Primitives, have been optimised for Apple’s Leopard and Xcode 3.0 development environment launched last month.

Windows vulnerability could compromise millions of PCs

Westcon SA ups earnings

A serious security flaw affecting every version of Microsoft Windows operating systems, including Vista, could enable cyber criminals to take control of an untold number of machines around the globe and manipulate personal information. The bug, which was first reported by the Sydney Morning Herald, was demonstrated at the Kiwicon hacker conference in New Zealand by researcher Beau Butler. The flaw could ultimately compromise millions of home and office machines, particularly those outside the US, subjecting them to attacks by cyber criminals who could acquire passwords, monitor Internet use, or steal personal, financial or identifying information.

Westcon SA has announced a 31 per cent increase in revenues for the first half of 2007, when compared to the corresponding period last year. This is according to its holding company, Datatec’s, results announced on 25 October 2007. According to Westcon SA CEO, Jacques Malherbe, this is as a result of the company’s strong organic growth and value-added distribution model. According to Datatec’s results breakdown, Middle East and Africa operations made up six per cent of the group’s revenue, up from three per cent in 2004. Westcon SA’s EBITDA (earnings before interest, taxes, depreciation and amortisation) was up 66 per cent.

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CRN SOUTHERN AFRICA • JANUARY 2008

ANALYSIS: VISTA SOLUTION

PROVIDERS

IT execs say Vista uptake slow ...but remain optimistic. BY MANDA BANDA

AND

SCOTT CAMPBELL, CMP

A

doption of Windows Vista is lagging and will continue to do so as 2008 begins, said channel and IT executives at the Raymond James IT Supply Chain Conference in New York. “That’s been a disappointment. Our customer surveys tell us [customers] are adopting at a slower rate than we – or anyone else – thought. Even those that have licences and can move quickly are not,” says John Edwardson, chairman and CEO of CDW. “Customers still do not see the benefits of upgrading to Vista from XP,” Edwardson adds. “Our CIO has been using Vista for a long time. His comment is that it would take three or four hours for every user to learn Vista. He thinks it will be a big investment,” Edwardson says. “For [end user] customers, the investment is not just in teaching Vista, but in new hardware to go along with it. It will continue to be adopted, but it’s a slower rate than anyone thought it would be a

uptake of Vista until that came out. We saw growth. Our commercial business is up 16 per cent on the PSG side. [But] it’s still not a Vista commercial moment or a consumer Vista moment. We’ll see what happens. Our view is about the same,” she says. Mark Lu, CEO at local Microsoft DSP distributor Rectron, concurs and says the sentiment on Vista at the moment in the local channel is negative. Lu says the common complaints the company is receiving are that the new OS is too slow and uses too much hardware resources. “From what I heard from most of our corporate clients, they are very reluctant to rollout Vista at the moment,” he says. Despite the gloomy picture, Lu is upbeat that Vista will take off during the course of 2008. He says the uptake will kick-off from the consumers side, then move into the SME space before corporate SA rolls out massive Vista upgrades. “I have no doubt Vista SP 1 release expected in January/

“I have no doubt Vista SP 1 release expected in January/February 2008 timeframe will do good to the business.” – Mark Lu, Rectron

couple of years ago.” Cathie Lesjak, executive VP and CFO at Hewlett-Packard, told analysts that Vista Service Pack 1 will be an important event in the adoption of the OS in corporate America. “We didn’t think we’d see any significant

February 2008 timeframe will do good to the business,” he says. Lu says although Vista will take off after the release of SP 1 it won’t be as successful as Windows 95 or Windows XP. But it’s still not clear when SP1 will be

Have you read

Mark Lu, Rectron released or what will be included in it, says Greg Spierkel, chairman and CEO of Ingram Micro. “It’s not a factor. It’s not a positive. It’s not a negative. I was really hoping it would be a catalyst by now but it’s not,” Spierkel says. “We’ve seen our clients upgrading to Vista, although I can’t say whether that rate of adoption is comparatively fast or slow,” says Jim Leto, president and CEO of GTSI Corporation. “But nobody’s come to us with any upgrade problems – and I love it.” The executives’ comments echoed sentiments from John Paget, president of Avnet Technology Solutions, speaking at Avnet’s Investor Day in New York City. “We’re not seeing a rapid movement to Vista,” Paget says. “We’re reading the same things you’re reading about the amount of memory involved. We’re not seeing a rapid introduction to small and/or large businesses. “Microsoft has talked about doing some upgrades and so on and so forth. It’s not a big part of our business either. It’s more of a value play,” he concludes.

ANALYSIS: CISCO SOLUTION

PROVIDERS

Cisco sights set on

virtualisation, video …as Westcon targets greenfield markets. BY JENNIFER HAGENDORF FOLLETT, CMP

C

isco Systems chairman and CEO John Chambers has identified virtualisation as the biggest opportunity the networking company will focus on in fiscal 2008. In a keynote address at the vendor’s recent Cisco C-Scape Global Forum 2007 analyst conference in its hometown of San Jose, California, Chambers laid out several technology and business areas the networking company plans to concentrate on in its current fiscal year and says virtualisation is at the top of the list. “If you look at where we’re going, the biggest play of all is virtualisation: any content to any device in any format you want anywhere in the world with the proper security,” Chambers says. Virtualisation is one of the foundational elements to Cisco’s vision for the role the network will play in the “second phase” of the Internet, driven by collaboration and Web 2.0. Cisco lumps technologies such as social networking, unified communications, telepresence, podcasts, mash-ups, blogs and peer-to-peer under the Web 2.0 banner. “Over time we will design our virtualisation, if we do our jobs right, to the point where the user will have no idea what’s going on,” Chambers says, speaking of the transparency Cisco wants to provide in the interactions customers have with their content. Customers won’t have to worry about where their data is housed or how it is served, as resources such as servers and storage become shared entities, he says. Technologies such as virtualisation, unified communications and video will spur the next decade of productivity gains, Chambers says. Video, particularly high-definition video-

conferencing in the form of Cisco’s TelePresence product line, is changing the way the vendor does business, Chambers says, noting that the company conducted

have needed expertise. From those pages, users can initiate video calls with each other and share digital information. In the demonstration, for example, a user shared

“If you look at where we’re going, the biggest play of all is virtualisation: any content to any device in any format you want anywhere in the world with the proper security.” – John Chambers, Cisco

42 000 virtual meetings this year. “I spend 50 per cent of my time touching customers. Within three years, I will double the number of customers I touch and cut my travel time in half,” Chambers says. In an example of how the vendor is using TelePresence, Chambers opened the conference by moderating a panel that used the videoconferencing technology to connect to three remote speakers located in Cincinnati, Boston and London. In addition, a small audience had been participating in the conference via a video link to New York. The company expects businesses of all sizes to increase their adoption of videodriven collaboration technologies. In a technology demonstration, the company showed its forthcoming WebEx Connect offering, now in beta, which enables customers to create collaborative spaces online. Users can see other personnel working on a given project team, log chat sessions between individuals so other team members can view them, create video blogs and search a corporate directory of usercreated profile pages to find employees that

images taken from a networked microscope via TelePresence. Cisco also demonstrated how employees could use a Cisco IP phone to create and distribute a podcast. “Video is the great driver,” says Charles Giancarlo, executive VP and chief development officer at Cisco, during his keynote address. Roughly 250 billion video streams are expected to be served in 2007, up from 9 billion in 2005, he says. Video for Cisco means more than just TelePresence, Giancarlo says. The company is also investing in areas such as digital signage, IP video surveillance and IPTV. Cisco is looking at several technology areas that are expected to grow into $10 billion businesses, including TelePresence services, hosted software (from its recent acquisition of WebEx Communications) and next-generation enterprise architecture. Other focus areas for Cisco in fiscal 2008 include mobility, the SME market, the consumer market, managed services, green technology and its business strategies in India and China, Chambers concludes.

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ANALYSIS: WCS SOLUTION

PROVIDERS

Eyeing

the export market

…as WCS sees potential in greenfield markets. BY MANDA BANDA

I

n what is seen as the lure of sub-Saharan Africa, which is fast emerging as a significant IT market, local independent distributor World Computer Systems (WCS) has set its eyes on significantly increasing its export business. The initiative comes on the back of the distributor’s broader channel plan, unveiled earlier this year, in which it stated it would like to spread its footprint in sub-Saharan Africa starting with the Southern African Development Community (SADC) region. Two key things have motivated WCS to embark on this plan. Firstly, the potential for sustained channel growth in

sub-Saharan Africa, unlike in the past, is now assured. And second, the growing need by governments and private sector organisations to embrace technology has created a market and demand for IT equipment. At the same time, increased political stability, especially in the SADC region, has persuaded WCS that the time is right to partner with resellers in specific countries in this region. It is precisely these positive economic indicators that WCS sees as too compelling to ignore or merely serve on an ad hoc basis. Inocencia Mojane, sales consultant at

Inocencia Mojane, WCS WCS’ Export Division and head of the expansion initiative says the company has performed extremely well in the past 12 months and has grown its export

ANALYSIS: WCS SOLUTION

business by about 30 per cent. She believes now is the right time to cement and formalise relationships with resellers in the countries in which WCS does business. The distributor has reseller partners in DRC, Mozambique, Zimbabwe, Swaziland, Lesotho, Zambia and Botswana. “What I would like to see as this initiative takes shape, is expansion of the export business to include all countries on the continent and the surrounding islands south of the equator,” she says. “I know it is a challenge but one that the division would like to take on.” Although there is no denying the opportunities that exist in sub-Saharan Africa and particularly the SADC region, what weapon will WCS use to penetrate this untapped yet potentially lucrative IT market? Mojane believes the brands that WCS sources from the local channel give it the upper hand. She also says that because WCS is a small and focused independent distributor it is able to give its clients per-

PROVIDERS

“What I would like to see as this initiative takes shape is expansion of the export business to include all countries on the continent and the surrounding islands south of the equator.” – Inocencia Mojane, WCS

sonalised after-sales support. She goes on to say that as the company expands its footprint in other parts of subSaharan Africa, it is vital that it has in its stable best-of-breed IT products that will help to cement the company’s position in other markets on the continent. WCS offers end-to end solutions on HP, LG and Dell, which are the most sought after brands by cross-border clients. Mojane adds the recent launch of the LG desktop PC will not only complement the monitor and display business but also boost overall revenue and profits for the export division. “The LG monitor range has done well for us in this division,” she says. “For a long time, clients have been asking us why we could

not supply them with an LG desktop with the monitor like other brands such as HP and Dell. Now that LG has responded positively in this regard, we will offer our reseller partners the freedom to choose. She adds that key to WCS’ success in cementing its position in the rest of subSaharan Africa as it expands its operation will be the level and quality of support it offers to resellers in the countries it is doing business in. “We need to be proactive in the way we sell and provide after-sales service if we are to grow our footprint in SADC fast,” she says. “The growth and business potential in the SADC region will be huge if we develop a mutual and sustained relationship with the reseller partners we do business with.”

ANALYSIS: SAP SOLUTION

PROVIDERS

SAP

unveils Business ByDesign foe SMEs The most on-demand solution designed to improve business processes BY MANDA BANDA

S

AP has unveiled Business ByDesign, the most complete on-demand business software solution specifically addressing a new market of prospective, fast-growing midsize customers with 100 to 500 employees, and growing companies that typically have not invested in these types of integrated business solutions.

“SAP Business ByDesign delivers an on-demand software solution with built-in service and support. The solution will help an inaugural group of live customers to improve business processes across their organisations.” – Rainer Zinow, SAP.

The business software solution was introduced at the SAP Saphila Conference held in Cape Town, attended by more than 1 300 delegates from the private and public sectors across sub-Saharan Africa. Léo Apotheker, SAP AG deputy CE and president of customer solutions and operations said that SAP designed this product mainly to simplify IT for midsize companies by substantially reducing the cost of ownership and combining efficiency with business flexibility. He added that the launch of the product at the conference was another strategy by the company aimed at doubling its addressable market by 2010. Rainer Zinow, Senior VP, SAP, Global Service Support, says SAP Business ByDesign was designed around four key principles: completeness; ease of use; adaptability; and significantly cutting total cost of ownership. “SAP Business ByDesign delivers an ondemand software solution with built-in service and support. It offers a personalised trial for invited customers to explore, evaluate and experience. The solution will help an inaugural group of live customers to improve business processes across their organisations,” he says.

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CRN SOUTHERN AFRICA • JANUARY 2008

Zinow says Business ByDesign is a fully integrated solution with features such as customer relationship management, supply chain management, financial management, project Management, built-in business analytics, human resources management, supply relationship management, compliance management and executive management support. “SMEs will find it easier to adapt to and understand, it has all the relevant information required, it is not for technical fundis and is very simple to use at any time,” he says. He added that users of the solution only need to have a solid business understanding and relatively low technical skills. “This is also going to allow SMEs to concentrate on business delivery rather than on deep technical issues,” he says.

Launch Zinow says SAP Business ByDesign will only be shipped in the middle of 2008. “In our pre-launch phase we will start by selling the product directly to our pilot projects by picking up the first eight customers and getting them to production. When a good reference has been established, we intend having a channel model. This is the first SAP ERP on-demand system and it is a strategic product for now and the future,” he says.

Leadership Director of SAP’s SME business in Africa, Derek Kudsee says “Being first to market with a solution that companies can buy on a subscription basis confirms SAP’s leadership in this space. We believe that this new solution will further accelerate our growth across the SME spectrum. It strongly complements the existing SAP Business One and SAP Business All-in-One solutions that have achieved significant take-up in the local SME sector.”

HIGH FIVE: SITHABILE TECHNOLOGY SOLUTION

PROVIDERS

Sithabile Technology’s MD has new plans Intending to attract a larger reseller base.

BY DUDU SHABA

G

iles Calenborne has been appointed the new GM at Sithabile Technology Group. Calenborne has returned to SA from the UK after a successful career with Microsoft for almost 10 years, starting in 1998 in Retail Account Management and growing an enviable reputation as he progressed to the position of specialist manager, Software Asset Management, Security and Microsoft Business Solutions in the UK. Throughout his career, he has focused extensively on channel business, and has developed a unique insight into the requirements and challenges of the IT channel.

“I have missed SA and the opportunity to join a black-owned company. I believe that Sithabile Technology Group has a tremendous future, particularly as it has aligned with quality brands and has established a reputable market position.” – Giles Calenborne, Sithabile Technology Calenborne promises to use his expertise to grow the Sithabile Technology brand. The brands that will immediately fall into his portfolio are Quantum, XioTech, QLogic, Tripp-Lite and Seagate Data Recovery Services.

Giles Calenborne, Sithabile Technology

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CRN SOUTHERN AFRICA • JANUARY 2008

CRN: Can you tell us more about Sithabile Technology Group? GC: Sithabile Technology Group is a black-owned holding company that operates through subsidiaries which specialise in the information technology component and data management industry. These companies are storage hardware specialist Quantum Africa, specialist components distributor ASBIS Africa, storage solutions specialist Sithabile Storage Integration and storage distributor Odirile Storage Distribution. Recent additions to the group include Sithabile Power Services, Sithabile Engineering and Sithabile Technology Services.

CRN: What is unique about Sithabile Technology? GC: We are an extremely focused black-owned company. Our strategy dictates that we remain focused on products and solutions in which we can offer expertise. Alongside excellent products from selected vendors, we offer comprehensive solutions and advice to our customers and back this up with service and warranties that make doing business with us easier. CRN: You have accepted the position of GM of Branded Products at Sithabile Technology Group and you promise to use your expertise and experience to grow the brands, develop the channel structures and further expand market share, can you elaborate as to how you are going to do that? GC: I have learned many aspects of the industry through my experience. While it is too soon to detail plans and initiatives in this area, I intend building some channel programmes and to increase our reach through attracting a larger reseller base. CRN: Who are your partners and what sort of programmes do you offer them? GC: We have many partners, some of whom are certified and some of whom are incubation partners. The programmes we offer vary according to which vendors are represented by the partners. CRN: What opportunities are there for Sithabile Technology in the local market? GC: There are many opportunities for us to increase our reach in terms of resellers. We offer a differentiated approach and credible services, and we are growing our share of business within our existing customer base as well as recruiting new customers on an ongoing basis.

DEMAND SOLUTION

GENERATOR:

KYOCERA MITA

PROVIDERS

KSS overhauls Kyocera Mita SA’s communications infrastructure Helping the company to keep up with increasing business demands.

K

BY DUDU SHABA yocera Mita SA, a printer and multifunctional products manufacturer, selected KSS, a converged network integrator focusing on integrated data, voice and video solutions, to revamp and expand its networks, install an IP-telephony system and roll out a standardised Microsoft messaging platform. “Due to the company’s constant growth in market share, it is continuously driven to reassess its infrastructure, and expand and renew it to keep up with increasing business demands,” says Werner Engelbrecht, Manager Shared Services, Kyocera Mita SA. “The Private Analogue Branch Exchange (PABX) was old and could not cater for much needed staff growth. Reliability was also an issue. The organisation required a stable communications platform to support our reseller base which relies on us for telephonic support,” he says. In addition, Kyocera Mita SA needed to overhaul its network to cater for the growth and expansion of the business. He says that Lotus Notes was used as a messaging platform and the company outsourced the support function to reduce complexity. However, due to standardisation requirements from the international head office the manufacturer needed to bring this function in-house and migrate to a Microsoft Mail environment. Engelbrecht says the company approached a few systems integrators with these requirements. KSS was finally selected to revamp the company’s communications infrastructure. “KSS was chosen as the local supplier as result of the professional solution presented, its BEE status and commitment to highquality service delivery. Kyocera Mita SA chose Cisco as the preferred brand as its products are reliable and the company is focused on short repair or replacement

response times in the event of downtime,” he says. Sydney du Pont, senior voice engineer at KSS says the company recommended an overhaul of the network with standardisation on Cisco products. “Cisco’s Unified Call Manager 4.2, an IP-based solution, was implemented, replacing the existing PABX. Cisco’s Unified Communications Messaging 4.0 delivered integration of unified messaging with Microsoft Exchange, reducing the complexity of business communications. Cisco 7900 IP phones were deployed using power over Ethernet throughout the company’s office and warehouse, providing staff with a wireless handset that allows them to be completely mobile. The IP-based solution will scale to cater to Kyocera Mita’s constant growth and will make its planned move to new offices a breeze. Meantime, the use of the Cisco Call Manager and Communications Messaging products improve office productivity, efficiency and customer service,” he says. “KSS created pick-up groups for each department. This functionality means that if a staff member’s phone rings and they are not at their desk to take the call, a colleague can use their phone to answer the call. The solution also features remote voice mail access. An employee can dial into the office telephony system remotely and retrieve their voice mail messages from outside the office. This is done securely as authentication is built into the process,” he explains. All the attributes of that extension are linked to that phone. This was a key consideration for Kyocera Mita SA’ s call centre that provides after-sales service and support to its clients, as well as handles warranty issues and general queries. The system also accommodates tollfree numbers and transferred the old analogue numbers onto the new system, routing callers

to the correct person. This limited the disruption that a change of numbers would have created,” he adds. In line with security, Du Pont says that KSS deployed Cisco Wireless Access Points using a Microsoft RADIUS server that provides built-in security, including authentication and encryption. In line with international standards, he further explains that KSS migrated Kyocera Mita SA’s Lotus Notes messaging platform to Microsoft Exchange. Du Pont says that KSS also supplied and installed two Cisco MCS servers (a Unity server for voice mail and a call manager server for the soft PABX) to cater for the new communication platform and growth requirements. “This provides the company with a stable server environment that is reliable and meets performance requirements. The implementation took just over two months to complete and fell within the required deadlines,” he says. “The convenience of receiving an e-mail that includes your voice-mail message has proven to be a huge benefit for those users that are mobile and spend a number of days away from the office,” remarks Engelbrecht. Engelbrecht says that Kyocera has also realised substantial savings on costs associated with moving users around or adding new users. Training was a key component of the acceptance and user adoption of the IP telephony solution and new messaging platform. KSS provided the necessary training and the company is benefiting significantly from the investment,” he concludes. Do you have demand generator stories to share with us? Please e-mail Dudu Shaba at [email protected]

CRN SOUTHERN AFRICA • JANUARY 2008 •

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ANALYSIS: MICROSOFT SOLUTION

PROVIDERS

Microsoft focuses on

Unified Communications Introducing the fasted growing product. BY DUDU SHABA

M

icrosoft hosted a two-day conference attended by its partners, IT professionals and customers at Vodaworld, Midrand, aimed at generating awareness of SharePoint Server 2007 and Unified Communications. Addressing partners from more than 50 companies in SA, Derek Burney, GM, Sharepoint Platform and Tools, Office Business Platform, emphasised that the Microsoft Office SharePoint Server 2007, a new server program that is part of the 2007 Microsoft Office system allows businesses to take decisions in the most effective way. “Organisations can use Office SharePoint Server 2007 to facilitate collaboration, provide content management features, implement business processes and provide access to information that is essential to organisational goals and processes.

“Microsoft Office system allows businesses to be productive and to take decisions in the most effective way. It can facilitate collaboration, provide content management features, implement business processes and provide access to information that is essential to organisational goals and processes.” – Derek Burney, Microsoft.

“This tool provides a single, integrated location where employees can efficiently collaborate with team members, find organisational resources, search for experts and corporate information, manage content and workflow, and leverage business insight to make informed decisions,” he said. More than 1 000 partners have implemented SharePoint Server 2007. “This is due to the fact that it is effective and it has turned out to be fastest-growing product at Microsoft,” he said.

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CRN SOUTHERN AFRICA • JANUARY 2008

Derek Burney, Microsoft. He added that the product is sold through its channel model and it embarked on readiness programmes based on this product. “We will continue driving technical training and creating more awareness of this product.” he said. “Resellers will also make money as this is the fastest-growing product globally and is in high demand. This will bring fast solutions to your businesses as the SME sector will also realise it sooner and adopt it faster,” he said. Gary Ackerman, MD, Galdon Data commented: “This is the most exciting product Microsoft has introduced. It allows you to apply the way customers want to do their business. The highest demand from our side is Business Intelligence. This will open more partner opportunities as they will be doing different things with one product,” he added. The availability of two new search products, Server 2008 and Server 2008 Express were also announced at the conference. “Server 2008 Express can be downloaded free by everybody and Server 2008 is a charged for product,” he concluded.

CONSUMABLES

FEATURE

SOLUTION

PROVIDERS

More education needed on consumables Ensuring profitability.

BY DUDU SHABA

C

ustomer satisfaction is a powerful contributor to profitability. Companies must ensure that their customers are knowledgeable and comfortable using their products. This can also be a good way for them to gain further preference and sales. Consumables, like other products that are sold in the IT space, are continuing to offer channel players increasing profit opportunities and ensuring recurring revenue. While the management of consumables usage remains essential, CRN asks the question of whether the use of generic consumables or refills is still a growing concern in the channel. Hans Dummer, regional manager, Epson SA, believes that solution providers are still faced with the challenge of making sure that their customers are knowledgeable about the company’s products. “When customers buy printers, it is important not to let them walk out of the store without ensuring they understand that they are buying into a printing system and that the consumables will need to be replaced. They must be informed at the point of purchase of the costs and ensure that the solution they are choosing is the most cost-effective option for them,” he says Ronnie Oeschger, divisional manager office systems group and channel operations at Bytes Document Solutions says that the challenge of selling consumables is that they are available almost everywhere with little differentiation between the products.

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“It is tough to discern the difference between various brands of A4 paper. The only real difference seen in consumable products is with toner. Solution providers should print images using various toners to show the difference in quality between each brand. They should also bundle consumables with hardware and software products to provide customers with full solutions and to push their consumables,” he comments. One of the challenges we face is that end users don’t always understand the complexities of managing consumables to achieve the best results, says Michael Powell, product marketing manager at Kyocera Mita SA. “The good news is that proper management of consumables and equipment means that green goals can be achieved at the same time as savings on operating costs. Apart from our overall commitment to low environmental impact, we have specific technologies that support this in view of long term use, such as toners cartridges, which do not work on a refill system and produce much less waste and pollutants,” says Powell. “Consumables are absolute commodities. The supply chain is generally very good and the product is standardised. This means margins will be under pressure and it must be a volume game,” says Neil Watson, MD, Digital Planet. “As mentioned, the market is flooded with new players, making it highly

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Epson SA. Hans Dummer,

“Solution providers are still faced with the challenge of making sure that their customers are knowledgeable about their products. They must be informed at the point of purchase of the costs and ensure that the solution they are choosing is the most cost-effective option for them.” – Hans Dummer, Epson SA.

competitive with already shrinking margins further reduced. In addition, black market products have the lure of being cheaper. Refills and remanufactured cartridges are also increasing in popularity due to the economics of this choice, further eroding business for companies that sell originals,” says Nicolette Williams, HP Consumables Product Manager, Drive Control Corporation

Hotspots in the consumables space According to Ronnie Oeschger, divisional manager office systems group and channel

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operations at Bytes Document Solutions, emulsion aggregate (EA) toner is a new development in colour laser printing that delivers sharper, more uniform image quality and enhanced performance. “While most toner is pulverised into a dust and then filtered, EA toner is chemically created to a uniform size and shape (5.5 microns). Toner application is more exact, yielding finer lines and higher image quality,” he says. “The consumables business is predominantly sustained within the commercial environment. A lot of effort is put into growing the channel with the likes of smaller customers with the right support and the evolution to increase output. The consumer space is where we are afforded communication from a product perspective. With HP’s Best Choice Portfolio (BCP) we now have offerings that are affordable for all consumers through Twinpack offerings,” says Siva Naicker, commercial market and SME manager for Supplies, HP SA. Christelle Fensham, HP consumables product manager, Drive Control Corporation says a few months ago HP introduced colour-coded, easy-to-interpret packaging as well as cartridges that include more ink and are more economical, reducing the total cost of ownership (TC). “In addition, the company’s latest range of HP LaserJet printers include cartridges that feature new technology innovation. For example, the patented spherical toner delivers bold, crisp text and sharper images. HP is also introducing page-yield information on HP Inkjet cartridge packaging, providing customers with information that can assist them to make the best and most economical choice,” says Naicker. “We’ve had record sales of our consumables in the past few months. We’ve seen an increase in the amount of ink we sell. This increase is strongly fuelled by our pricing as well as the many promotions we’ve been running,” says Watson.

Use of refills and total cost of ownership Although some people might be prepared to take a chance on using refilled toner cartridges in their printers, Oeschger says the channel should discourage the practice as it

CONSUMABLES SOLUTION

is simply too risky. “It could lead to printers being damaged and guarantees being invalidated. Most printer drums have a set lifespan, so if the cartridge is refilled, print quality suffers and the drum could begin deteriorating and start printing streaks. In addition, the grade, quality and particle size of toner used by remanufactures is not the same as that from original producers. This will also affect print quality and damage the drum,” he says. “Refills are certainly a factor but are pretty minor compared to our European counterparts. The warranty on hardware is at risk with refills and remanufactured use. Pricing is the focus when it comes to sales but often the end-user is not made aware of the risks involved,” says Naicker. Robby Russo, consumables manager, Sahara agrees that the total cost of ownership of printers involves more than just hardware and consumables. “Costs included in printing TCO are hardware, software, consumables, network management, infrastructure, end-use opera-

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tions, maintenance and support. “Reliability, quality and ease of use, plus manufacturers’ warranties are key drivers of printing costs because they drive labour, which is the single biggest cost of printing,

“The channel should discourage the practice of using refilled toner cartridges in printers as it is too risky. Printers can be damaged and guarantees can be invalidated.” – Ronnie Oeschger, Bytes Document Solutions. so the message is “buyer beware, watch for long-term service problems with printers using non-OEM toner cartridges, you cannot put a price the downtime of printers as the negative results impact on the entire operation,” he says.

Raising awareness According to Dummer, in order to continue raising awareness of consumables, solutions providers should be able to determine and recommend the right printer and cartridges to customers.

Ronnie Oesch ger, Bytes Docu ment Solutions

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“If a customer is investing in a high-quality printer for the long term, it’s likely they will want to ensure that the ink they are using is helping to maintain the life of their product.

“The consumables market is massive and if you crack it, it means good business. It will ultimately be the efficiency of your business that will determine if there’s money to be made in consumables.” – Neil Watson, MD, Digital Planet. If a customer is printing photos, and producing general documents for presentations, business and external communications on plain paper they will want their printer to produce crisp, clean and smudge-proof text. For any of these requirements genuine ink is superior. Genuine ink is developed specifically by Epson for Epson printers, the two are designed to work together for optimum output,” he says. According to Oeschger, solution providers should conduct ongoing education through

public relations and advertising. “The acceptance of remanufactured cartridges opens the way to counterfeit cartridges. Winning the hearts and minds of customers does not happen overnight. Many customers are swayed by the thought of short-term savings on each cartridge, and dealers might be tempted to offer refill cartridges. “But for both it is false economy and the onus is on solution providers to educate customers about the benefits of using original equipment and the perils of using remanufactured kits,” he says. “HP and DCC expect their resellers to sell the value of HP original products, including reliability, higher yield and better quality. We also need to communicate that there are additional advantages to using HP originals, not only lower TCO. Time and money is lost if the quality of printing is inferior or unacceptable, with reprints eroding the cost benefit of refills,” says Fensham. “Kyocera aims at raising awareness among users at all levels to help them to make the right purchasing decisions, with all factors taken into account. A single printer or a network of machines is not a once-off purchase, it is a long-term commitment. We focus on encouraging green practices for our customers and are leading the way with our own commitment to becoming a carbon-neutral vendor,” says Powell.

The future of consumables Looking forward, Naicker says that at EMEA and local level HP will strive to deliver double-digit growth in the next couple of years and this is dependent on the growth of the hardware install base. “As SA is considered an emerging market, the support from HP’s global as well as local partners will be maintained and grown with different kinds of activities and go-to-market strategies. In conclusion, Russo says that distributors and resellers associated with top OEM-branded consumables, equipped with the right product set and value-add approach to the end-user market should continue to see recurring revenues at reasonable margins.

D, Neil Watson, M

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GRAPHICS

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The race for perfect

visuals

Graphics software market remains vibrant

T

BY KAUNDA CHAMA

he consolidation taking place in the graphics software market continues to see solution providers grappling with the pace of change. Adobe has maintained a comfortable lead in the graphics software market with a number of acquisitions, while others such as Corel have been enhancing their graphics software suites.

“The excitement surrounding properties like YouTube clearly showcases why the multimedia software and services segment is so incredibly hot right now.” – Rob Enderle, Enderle Group However, with most digital photography vendors selling their own photo-editing software, it is a challenge for resellers in the graphics software market to keep abreast of the rapid changes in the sector. Although locally, the dominant players are Adobe and Corel, the top five global players are:  Adobe Systems, a leading developer of software solutions for graphic designers and professional publishers that include Illustrator, Photoshop, Premiere, After Effects, LiveMotion, InDesign, Studio, FrameMaker, PhotoDeluxe and several others. It also develops third-party plug-ins.  Corel Corporation, a developer of graphics, Web, desktop publishing, photo-editing and business software.  Image Content Technology, a provider of digital image processing software for medical imaging, forensics and astronomy.  Quark, a developer of software for page layout, enterprise workflow, system integration, and the delivery of content.  Panopticum, a developer of effects and plug-ins for image and video editing.

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Software includes After Effects, Illustrator, Photoshop and Premiere.

Top products Corel’s CorelDRAW Graphics Suite X3 has combined two full-featured applications: CorelDRAW for vector-based drawing and page layout; and PHOTO-PAINT for image editing and photo retouching as well as other supporting utilities. It has a new PowerTRACE tool for bitmap to vector conversions, Bitstream Font Navigator for font management, Corel Capture for screen capture and RawShooter Essentials for working with raw digital camera files. Graphics Suite also offers import/export support for more than 100 file formats and a large collection of clip art, stock photos, fonts and templates. The package also has new tools for drawing and image editing, improvements to text handling and a completely reworked raster-to-vector conversion tool. CorelDRAW is a very capable design tool that is suited for design pros, small businesses, home users, students and educators. As part of its Digital Media Software Strategy, at the end of 2006, Corel acquired InterVideo, a leading provider of digital media authoring and playback software with a focus on high-definition video and DVD technologies. The acquisition substantially expands Corel’s presence in the digital media software market by creating the industry’s broadest portfolio of digital imaging and DVD video products. “This strategic combination further strengthens Corel’s leadership position in digital media software and will enable us to deliver even greater value to our customers, partners and shareholders worldwide,” says

GRAPHICS SOLUTION

Corel CEO David Dobson. The combination of Corel, InterVideo and Ulead product lines form the industry’s broadest portfolio of digital media software ranging from photo sharing and image editing products to advanced digital imaging, video editing, and high-definition DVD creation and playback software. The InterVideo and Ulead product lines complement Corel’s digital imaging and video products in several areas, including performance, ease of use and price. In addition, the companies share a common vision around delivering high-quality, full-featured software to consumers through leading OEMs, retailers and Internet distribution channels. Says Blaine Mathieu, general manager of Corel’s Digital Imaging Business: “With the ongoing convergence of different media and devices, consumers need easy-to-use tools that can handle all media types – video, photo and audio – on an equal basis. Corel will fulfil this growing demand by delivering new, easier-to-use, multi-purpose video and imaging software products to consumers and enterprises worldwide.” “The excitement surrounding properties like YouTube clearly showcases why the multimedia software and services segment is so incredibly hot right now,” says Rob Enderle, principal analyst for the Enderle Group, a leading research firm covering emerging hardware and software markets. “The enormous mass market potential for products that provide solutions for this rapidly growing segment has not yet been realised. Corel is placing itself in the middle of this huge opportunity so that it can capitalise on this incredible opportunity and help drive market growth.” Meanwhile, InterVideo and Ulead customers and partners have continued to access support through their existing contacts and channels. Corel says its goal is to support its partners’ businesses by providing high-quality software and solutions that will create incremental value for customers and deliver positive results to their bottom line. As one of the top 10 packaged software brands in the world, Corel offers a broad range of feature-rich applications addressing four key market segments:  Digital image editing  Natural-media painting and illustration  PC graphics

Office productivity The vendor says its technology partners include businesses that embed Corel technology in their products, develop plug-in applications for Corel software or integrate standalone applications into Corel technology solutions. The Corel Partner Programme is designed specially for developers and consultants. It includes all the necessary components to successfully design, develop, test and market custom solutions related to Corel products. The Corel Partner Programme has three distinct levels, whose features and benefits vary depending on whether one qualifies as an Associate, Alliance or Strategic Partner. In general, the programme aims to help the vendor’s partners improve their profits by giving them access to sales tools; product and sales training; joint sales calls; regular sales pipeline reviews; and lead referrals. On the marketing side, access to marketing tools and information; reciprocal Web site listing and links; listing in Corel’s online partner directory; reciprocal logo use; the right to use Corel marketing materials; if eligible, marketing development funds; joint sales campaigns; and other benefits Similarly, Adobe’s partner programmes

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Voula Philippides, Edutain

“Our Magix and Pinnacle rages are enjoying some good demand because end users now want to do more than just remove red-eye and sharpen colours.” – Voula Philippides, Edutain

deliver tools, resources and the expertise to meet its partners’ and customers’ needs when implementing its products and solutions. Adobe channel partners’ primary business model is focused on selling and supporting Adobe software and services to offer complete solutions to their customers. Adobe’s channel partners’ customers cross multiple regions, have software option needs that include the Adobe Open Option (AOO) Licensing Program, and fall into specific categories like education, commercial and/or government. In addition, access to the Partner Connection Portal provides channel partners with the necessary tools to succeed in all facets of selling the Adobe software family. Tools such as pricing, sales programme information and product information are all available.

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There are three type of membership of this programme: Authorised Adobe Reseller; Authorised Adobe License Centre and Authorised Adobe Distributor. The Adobe Solution Partner Programme focuses on providing high-quality tools, information and services. Membership not only gives companies timely product information and development support, but also the chance to participate in a wide variety of co-marketing opportunities with Adobe. Because needs vary, Adobe offers two levels of membership: Basic and Premium. Membership at either level makes a company eligible to participate in a growing number of opportunities with Adobe.

Adobe channel partners’ primary business model is focused on selling and supporting Adobe software and services to offer complete solutions to their customers.

Eligible partners include companies who sell Adobe products or extend its technology, or otherwise provide services or solutions that directly influence the sale of Adobe products or technologies as part of their business model. Adobe offers other developer programmes and opportunities for in-house or individual developers who are not eligible to join the Solution Partner Programme, including a la carte support options through access to development support. The availability of free Adobe software products through the Solution Partner Programme is solely at the discretion of Adobe, and it reserves the right to discontinue the availability of any product at any time. Only certain software products are made available at no charge through the Adobe Solution Partner Programme. The use of any discounted Adobe software product is subject to the terms and conditions of the End User License Agreement included with such product, save that the developer may use the product only for development purposes, and it may not be resold or transferred to third parties.

Hardware The trends in computer-aided engineering (CAE) toward increasingly powerful, less

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expensive hardware and more sophisticated, easier-to-use software combine to make engineering analysis feasible. This has enabled analytical engineering and process manufacturing organisations to vastly improve productivity and bring products to market faster and cheaper. For example, complex optimisation studies, using computational fluid and solid mechanic techniques, enable product design integrity to be improved before costly investments are made in downstream operations. Building complex analysiscapable infrastructures no longer means high investments. However, rapidly changing hardware and software architectures brings CAE to every engineer’s workplace – running on highperformance workstations based on leading Intel and AMD processor technology. Hardware vendors are teaming up with leading independent software vendors to offer the best technical computing solutions for CAE solutions. Voula Philippides, CEO of Software distribution compan Edutain says that the local market is seeing a good increase in demand for graphics software. According to her most of this is for mid-rage solutions that is not so highly priced, but has good functionality. “Our Magix and Pinnacle rages are enjoying some good demand because end users now want to do more than just remove red-eye and sharpen colours,” she says. As a way of helping its reseller partners to get more profit from graphics software, Philippides says her company works with them with marketing and advertising initiatives, commenting that the consolidation taking place in the graphics software space is only affecting business with high-end packages and the mid-range solutions remain profitable. “The improvement in the quality of graphics packages is also helping the gaming sector improve the creation of 3D virtual environments,” she comments. On the piracy side, she comments that the graphics space has not really been affected by software pirates, attributing this to the fact that the nature software does not lend itself to being pirated.

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LCD TV By Dudu Shaba

“LG Electronics has achieved breakthroughs with groundbreaking technologies that have led to the creation of international standards through steady research and development efforts over many years.” – Peet van Rooyen.

LG

simply the best

Excelling in providing best LCD TV designs

LG has made it to the top position in the LCD TV category of the CRN Digi-Awards 2008. Solution providers in the channel gave the vendor an average rating of 4.98 out of 6.00. According to Peet van Rooyen, sales director at LG Electronics recognises the importance of design and is strongly promoting it as a core competency and has been spearheading efforts to research and develop world-class designs. The company achieved its highest score of 5.42 for product quality, 5.23 for plug and play, 5.19 for customer appeal, 5.04 for service supply and 4.00 for contribution to profit margin. “LG Electronics has achieved breakthroughs with groundbreaking technologies that have led to the creation of international standards through steady research and development efforts over many years. We believe this has also led to LG receiving its highest score for product quality. “Although LG received its lowest score for contribution to profit margin, we plan on improving the situation through our marketing strategy,” he says. Van Rooyen adds that LG is committed to offering competitive prices and to providing products its partners need. “We will continue differentiating ourselves in this category through active marketing approaches and state-of-the-art technology development,” he concludes. 

1st – LG LG 011 571 6700 www.lge.com

Peet van Rooyen

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PLASMA TV By Dudu Shaba

Samsung channel’s choice Understanding the target market’s requirements Samsung has been nominated best in the Plasma TV category in the CRN Outlook Digi-Awards 2008. The CRN Outlook Digi-Awards honour technology vendors serving the home, SoHo and SME markets. The awards also recognise the service excellence of vendors manufacturing products for these markets, not only for product quality, but also their solid research and development commitment to the digital lifestyle product evolution and convergence in the IT and consumer electronics space. Samsung managed to achieve an overall satisfaction rating of 5.12 from solution providers in the channel. Solution providers gave the vendor high average ratings of 5.44 for plug and play, 5.32 for product quality, 5.16 for customer appeal, 4.92 for service supply and 4.76 for contribution to profit margin. Wayne Vertue, product manager, CTV, Samsung, says that the flatpanel TV market is extremely competitive and that the major differentiators in the market can be summed up as class-leading picture quality and, of course, stylish design. “There can be no doubt that Samsung has established itself as the

1st – Samsung Samsung 011 549 1500 www.samsung.co.za

leader in understanding the target market’s requirements,” he says. “Consumer electronics is entering an exciting phase in that providing a total solution for the home is now a reality. Samsung offers world-class products in a manner that demystifies the traditional beliefs that all home theatre purchases have to be made separately,” says Vertue. “In digital media products, technology is not the essence but rather an enabler. These are the unprecedented experiences our cutting-edge products deliver – because we continue to develop technology beyond limits. One core focus is to deliver value to our dealer network and, as such, with the introduction of new products we will strive to provide value to our partners while maintaining our market competitiveness,” he adds. 

MEDIA CENTRE PCs By Stanley Chishala

1st – Thermaltake

Thermaltake debuts with a bang Taiwan-headquartered Thermaltake was a clear winner in the Media Centre PC Products category of the inaugural CRN Outlook Digital Lifestyle (Digi-Awards) after resellers gave it a healthy 5.29 out of a possible 6.00. This is a great showing from the vendor given the fact that it does not have a local office for support and is represented through its authorised distributor Corex IT Dynamics. Clearly, Corex’s channel efforts in the past 12 months have not gone unnoticed as resellers have rewarded its vendor partner with this accolade. The strongest showing came in the plug-and-play (ease-of-use) subset where it scored an impressive 5.58 out of a possible 6.00. Thermaltake received another 5.58 for product quality, 5.42 for customer appeal and 5.26 for service support. However, Thermaltake dipped below the telling 5.00 barrier in contribution to profit margin and could only manage a paltry 4.63.

Corex 011 238 2315 www.corex.co.za

Although Thermaltake, through its local distributor Corex, didn’t offer any specific comment regarding the low rating in the contribution to profit margin subset, resellers feel that the vendor’s media centre PC range offers them less margin in an already tight reseller channel where margins have continued to decrease. And while the vendor had superb scores in all the other subsets, it needs to fix the perception that resellers have of it regarding contribution to profit margin. Judging by the way Thermaltake has performed this year, it will be interesting to see if it retains this position come January 2009 as the likes of AOpen, Mecer, Gigabyte, Toshiba and Sony all have media centre offerings. 

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AUDIO VISUAL By Dudu Shaba

“Acer strives to bring digital products to market products that offer unbeatable value, are super-efficient and the finest in home entertainment in slim, stylish and robust units.” – Graham Braum, Acer SA.

Acer dominates Always trying to make a radical change in the way people interact with technology

Acer has won the Audio Visual category in the CRN Digi-Awards 2008. Solution providers gave the vendor an average rating of 4.67 out of a possible 6.00. Graham Braum, sales manager at Acer SA, says that the Acer name is recognised around the world for its advanced, user friendly and dependable technology. He says that Acer has constantly pursued its goal of breaking the barriers between people and technology. “Perfect presentations are the result of seamless integration between professionals and their equipment. Acer strives to bring digital products to market that offer unbeatable value, are super-efficient and the finest in home entertainment in slim, stylish and robust units. Hardware and software technologies have evolved to the point where they should make individuals’ lives trouble-free by providing instant solutions to their everyday problems. Braum adds that complex menus, hidden commands and inflexible settings are common problems facing the end-user. “Acer’s Empowering Technology includes several utilities that address security, data recovery, performance optimisation and interface management needs. It addresses the problems normally associated with the day-to-day use of electronic devices by integrating simple-to-use interfaces that can be customised for different usage profiles,” he says. Solution providers in the channel gave the vendor high ratings of 5.13 for product quality, 5.07 for plug and play, 4.73 for customer appeal, 4.53 for service supply and 3.87 for contribution to profit margin. Commenting on the high score received for product quality, Braum says that research and development is vital, from the material used for the chassis right down to the key specifications. “Beyond this, user experience, the quality of the image presented and easy-to-use utilities are equally important when creating a product of real quality,” he adds. “Contribution to profit margin is relative to what percentage of the products make up the basket of IT products sold by the reseller. “Acer will continue striving to add as much bottom line to the reseller channel as possible. Being a 100 per cent indirect vendor that only works through our channel to deliver our products to market, we do understand that profitability is key to their survival,” he comments. Braum says there is one aspect of Acer’s operations that can be described as unmovable - its commitment to moving stock through its channel. “It is very important to categorise channel partners for maximum efficiency and it is also imperative to make sure that there are no brand

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1st – Acer Acer SA 011 233 6122 www.acer.com

Graham Braum

overlaps between market segments handled by different partners. A successful channel strategy takes years to develop, and consistency yearon-year is key to a successful channel strategy based on trust,” he says. Braum adds that this year, Acer will continue to focus on the most up to date, micro-sized DLP chipset technology, extensive video enhancement features and wireless technologies integrated into its digital projector range. “Portability in stylish designs offering true flexibility and maximum impact are still key areas to exploit going forward as well as long-term performance, superior ergonomics, mobile versatility and minimising total cost of ownership. “Complete with Acer’s highly functional Empowering Key for one-button switching, our projector range will continue offering the end-user the latest advanced tools to enhance their presentations, allowing them to truly engage with their audience,” he concludes. 

GRAPHICS SOFTWARE By Stanley Chishala

Brand power

1st – Adobe Software Adobe 082 457 6362 www.adobe.com

… as Adobe shines. In one of the few categories that was moved from the Channel Champions Awards, there can only be one winner in the graphics software category in the current local channel. Adobe Software has once again romped to first place in the first CRN Outlook Digi Awards. Corel Draw and Quark, which are rumoured to be in merger talks with Adobe, could only manage second and third positions respectively. Although Adobe is the undisputed winner, the overall score of 4.46 is weak for a leader in the graphics software market. A close look at the average scores in all the subsets solution providers used to rate it reveals some areas that are in need of attention. The graphics software maker received a weak 3.72 for contribution to profit margin, 4.47 for customer appeal, 4.48 for plug and play (ease of use), 4.83 for product quality and 4.79 for service support. While Adobe Software could not secure an average overall score of above 5.00 in each of the five subsets used to rate it, the vendor’s highest scores were for product quality and service support. Adobe struggles in the area of contribution to profit margin because as a dominant player in this space, it demands premium pricing on products for which, in many cases, there are no competitors. This means solution

providers are compelled to buy Adobe products no matter what the premium is and how much margin there are making or not making. At the same time, perception of contribution to profit margin can be skewed by other factors besides outright costs. For instance, customer appeal and plug and play (ease of use) came up as just plain problematic for the graphics software maker. Regardless of how niche the software is, the channel has a lot of experience in measuring what it deems are acceptable levels of customer appeal and ease of use of the vendor’s graphic software suites. Given the consolidation that has seen Adobe sweep most of it competitor through acquisitions, it will be interesting to see how this market pans out and whether Adobe will have any contenders or remains unchallenged when next year’s awards come around. 

PHOTO PRINTERS By Stanley Chishala

Reigning supreme Canon emerges victorious. The Photo Printer category is one of the few categories dropped from the Channel Champions Awards to give a better indication of how the commercial printer market has evolved. This product category looks set for a sharp increase over the coming year as the tide turns back towards photo printers, particularly in the home environment. The emergence of relatively cheap digital cameras matched with affordable photo printers is the main driving point behind photo printing technology, and Canon looks as though it is in the driving seat after solution providers gave it an overall score of 4.94. This is a sweet win for Canon given that it managed to beat Lexmark, HP and Epson as they could only manage second, third and fourth positions respectively. Solution providers that rated Canon in this category gave it 4.11 for contribution to profit margin, 5.05 for customer appeal, 5.18 for plug and play (ease of use), 5.37 for product quality and 5.00 for service support. An analysis of Canon’s performance shows that the weak score of 4.11 in the contribution to profit margin subset prevented it from

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1st – Canon Canon 011 265 4900 www.canon.co.za

securing an overall score above the 5.00 mark. In the eyes of solution providers, Canon is doing a lot to ensure that the products it brings to market are of the highest quality. It is no wonder then that resellers gave the vendor an impressive score of 5.37 for product quality. The emergence of vendors such as Samsung in the printer arena have added more spice to an already competitive market, which has seen the likes of HP, Epson, Lexmark, Xerox and Canon reinvent themselves to stay competitive. As Canon has won the inaugural award in this category, only time will tell if solution providers will harbour the same views about its product range come January 2009. For now, Canon can enjoy its reign as the 2008 Digi Awards winner for photo-printers. 

SMARTPHONES By Kaunda Chama

Handheld by HTC

1st – HTC HTC 0861 445323 www.htc.com

Voted above the rest High Tech Computer Corporation (HTC) has won the first CRN Digi Award in the Smartphones category managing to take a comfortable lead over the competition. The company’s products were highly rated by its channel partners giving it an average score of 5.57. Its highest rating was 5.58 for ease of use and product quality. Even in a highly competitive industry, HTC maintains its position as one of the leading and innovative suppliers of mobile information and communication devices by providing value-added design, world-class manufacturing, and logistic and service capabilities. The nine-year-old company, which was also behind some of the best products to come out of iMate, designs, manufactures and markets innovative, feature-rich smartphones and PDA phones. Since its establishment, HTC has developed strong research and development capabilities, pioneered many new designs and product innovations, and launched state-of-the-art PDA phones and smartphones for mobile operators and distributors in Europe, the US, Asia,

Africa and the Middle East. These are available as HTC devices and as products individually customised for operator and device partners. It is no surprise that HTC topped this category as it is considered one of the fastest growing companies in the mobile device market. The company is also listed on the Taiwan Stock Exchange under ticker 2498. Financial performance-wise, the company has also been impressive, on 6 December 2007, HTC announced its total revenues for November 2007 were NT$14 543 million, up 32.74% year on year, while total revenues from January to November 2007 were NT$107 213 million, up 9.37% year on year. Even in a market where the vendor does not dominate the handset business, its interaction with partners has earned it the top spot in this year’s awards. 

PDA PHONES By dudu Shaba

HP at the forefront

1st – HP HP 011 785 1500 www.hp.com

Putting mobility at its heart HP has won the PDA Phones category in the CRN Digi-Awards 2008. Solution providers in the channel gave the vendor an average rating of 4.72 out of 6.00. Nadia Hufkie PSG product manager, Commercial Notebooks, Desktops and iPAQs at HP, says the vendor has always been at the forefront of the transformation to all things digital, mobile, virtual and personal. “Mobility is at the heart of HP’s heritage. The breadth of its portfolio stretches from PDAs to smart phones. HP launched its first smart phone in2007. HP is renowned for delivering the latest technology available and providing innovative solutions designed to ensure high product quality and durability,” she says. Solution providers in the channel gave the vendor a high percentage of 4.98 for service supply, 4.93 for product quality, 4.93 for customer appeal and 4.28 for contribution to profit margin. “Reliability is one of the pillars of the HP DNA that ensures high product quality and durability. All our products undergo the HP Total Quality Test Process,” she says. “Regarding profit margins, HP continues to strive for excellence in all spheres of business, including profitability. Our iPAQs and PDAs are

breaking into a stiff market, dominated by traditional mobile phones and the outstanding progress we have been making speaks volumes about where we are headed,” she adds. Hufkie says that the HP Preferred Partner programme is vital to its distribution, and sees the channel as an extension of HP. “Our approach to the channel is focused on profitability and good solutions, and surveys such as the CRN Outlook Awards assist us in tracking our effectiveness with the channel. “In addition, we have aggressive financial rewards and incentive schemes in place which are designed to compensate our partners not only in terms of their sales but also their certification level. We are constantly assessing the programme and ensuring that it meets our goals in terms of partner development and channel strategy,” she says.  CRN SOUTHERN AFRICA • JANUARY 2008 •

33

GAMING CONSOLES By Kaunda Chama

PS3 gets top console Ease of use and product quality have helped Sony’s PS3 clinch the top spot in CRN’s first Digi Awards, where it scored an average of 4.82 out of a possible 6.00. The vendor received high ratings for the quality of its product, its customer appeal as well as ease of use. This next-generation gaming console with an integrated Blu-ray player?? Despite sentiments that the console is rather expensive compared to competitor brands released at the same time, its media features like the Blu-ray player gave it the edge. Even though its closest competitor, the Xbox 360, comes in many versions, the PS3 is only available in one version with a Blu-ray drive, HDMI output, a 60GB hard drive, built-in Wi-Fi, a multi-format memory card reader and silver trim. On design, the PS3’s quite a stunning looker, simply because of its futuristic shape. One look at its glossy black exterior and touch-sensitive power and eject buttons on its face, and a consumer is hooked. Like the Xbox 360 and Nintendo Wii, the PS3 can stand vertically or

1st – Sony Sony 011 690 3200 www.sony.co.za

lie horizontally in a rack. The console measures 99 x 325 x 274mm, slightly smaller than the Xbox 360 and it does not have a bulky external power supply. The device’s slot-loading, Blu-ray optical-disc drive on the front contributes to its consumer appeal. It has enough USB ports on the front for connecting or charging controllers and other accessories, including USB keyboards, thumb drives and the PSP. In addition, it has a built-in memory card reader that supports a wide variety of memory stick types. It also works with all modern TVs because it comes fully packed with ports for Ethernet, HDMI output, optical digital audio output (SPDIF), and the PlayStation AV output for analogue audio and video. Even with the relatively stiff competition, the PS3 has enough features and consumer appeal to leave the rest behind. 

PROJECTORS By Stanley Chishala

Toshiba wins tight contest Toshiba is this year’s winner in the Projector category of the CRN Outlook Digi Awards after solution providers gave it an overall average of 5.25 out of a possible 6.00. High scores in the plug and play (ease of use) subset where the vendor got a 5.35 rating and product quality where it again garnered 5.35 ensured that Toshiba finished ahead of Acer and BenQ, which came in second and third places respectively. Projectors is another category that was dropped from the Channel Champions Awards as projectors have been rapidly commoditised and converged with traditional consumer electronics. A closer look at how solution providers rated Toshiba reveals that the channel is particularly impressed with its products. Solution providers gave Toshiba 5.00 for contribution to profit margin, 5.30 for customer appeal and 5.25 for service support. The high average score for service support comes as no surprise given the level of service support investment Toshiba has made through its distribution partners, including Rectron, Mustek and DCC. Of note is the service centre at Rectron, which has not only served the

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CRN SOUTHERN AFRICA • JANUARY 2008

1st – Toshiba Toshiba 011 783 0373 www.toshiba.co.za

channel well but has also improved the spare part holding, especially for products under warranty. Form factor has become the main selling feature as small and light projectors are in fashion and Toshiba has not been shy to bring out smaller form factor models. Of note is Toshiba’s TDP-ET20 model, which comes with a built-in DVD player, extreme short throw projection lens and built-in Dolby Digital 5.1 surround sound. Each Toshiba projector is equipped with wireless-ready solutions for seamless exchange of data and images in either a single peer-to-peer set up or a network. Compatible with all WiFi PC and Mac systems, Toshiba projectors offer outstanding image performance as well as enhanced on-screen operations and Eco modes. Given the channel’s confidence in Toshiba, it will be interesting to see whether the vendor retains this award in 2009. 

GAMING DESKTOP PCs By Stanley Chishala

Gaming momentum

1st – AOpen Corex 011 238 2315 www.corex.co.zaa

AOpen appeals to gamers. PC vendor AOpen has opened its account in the 2008 Outlook Digi-Awards after solution providers gave it an excellent 5.37 out of a possible 6.00. In winning this category, AOpen has also cemented its position as the preferred gaming PC brand in the local channel. The Gaming Desktop PC category was created to distinguish the products from commercial desktop PCs and to recognise the growing gaming fraternity. Impressive scores, which all passed the critical 5.00 barrier, ensured that AOpen emerged victorious ahead of other multinationals, including HP, Dell, Lenovo, Fujitsu Siemens and Gigabyte. The category was tightly contested and had 12 gaming PC brands comprising multinational and local OEM brands. AOpen, to its credit, polled a 5.08 for contribution to profit margin,

5.42 for customer appeal, 5.33 for plug and play (ease of use) and 5.42 for product quality. The vendor scored a whopping 5.58 for service support, clearly indicating that solution providers in the channel are happy with AOpen’s after-sales service support. The vendor, which is also represented through its authorised sole distributor, Corex IT Dynamics, fared extremely well against rivals that have local offices. Like the commercial desktop PC category in the Channel Champions Awards, the gaming PC group is equally competitive. What will be interesting to see is how the category pans out come January 2009. 

DIGITAL CAMERAS By Dudu Shaba

1st – Canon

Canon takes gold

Canon 011 265 4937 www.canon.com

Providing the best of digital cameras.

Canon has made its mark in the Digital Cameras category of the CRN Digi-Awards 2008. The vendor company received an exceptionally high score of 4.94 from solution providers in the channel. Currently, in their first year, the CRN Outlook Digi-Awards honour technology vendors serving the home, SoHo and SME markets. The awards also recognise the service excellence of vendors manufacturing products for these markets, not only for product quality, but also for

solid research and development (R&D), commitment to the digital lifestyle product evolution, and convergence in the IT and consumer electronics space. Solution providers in the channel gave Canon a score of 5.24 for product quality, 5.22 for service supply, 5.11 for plug and play, 4.91 for customer appeal and 4.20 for contribution to profit margin. These results have seen Canon become the best vendor in the Digital Cameras category.  CRN SOUTHERN AFRICA • JANUARY 2008 •

35

MP3 PLAYERS By Kaunda Chama

1st – Apple

Music on the move

Apple 011 719 9191 www.apple.com

Apple’s iPod takes the crown At a time when portable music players are common and available in many variations and brands, Apple’s iPod has managed to stay ahead of its competitors, both in functionality and cosmetics. In the first CRN Digi Awards, the Apple iPod soared above all competition, managing high ratings in all judging criteria reaching scores of more than 4.9 out of a possible 6.00 in contribution to reseller profit; customer appeal; ease of use; product quality; and service and support. Apple has impressively managed to outdo even companies like Sony that were early to market in the late 1970s with devices such as the walkman. Apple’s iPod brand comprises a variety of pocket-sized, lightweight hard drive-based audio and video players designed and marketed by the vendor. Currently, the iPod comes in a range of models, including the Nano and Shuffle. All of the models in the iPod family are designed to be user-friendly, can easily be used by people of all ages and come with menus in a number of languages.

The brand offers a simple user interface and a central scroll wheel to browse the navigation system. The scroll wheel has been redesigned for various models, such as the Nano, which is now so small that previous scroll wheels would not fit it. Unlike portable cassette or CD players the iPod stores media on built-in memory. This means users do not need to insert a form of media to play back digital content. Current models come with up to 120GB of storage. These use hard drives, while the smaller and more modern iPod Nano and Shuffle use flash memory. Besides launching its much famed iPhone in 2007, Apple did a total makeover of its iPod lineup and launched the iPod Touch, which features the iPhone interface, and players like the Nano were upgraded to be more video friendly. 

GPSes By Kaunda Chama

Garmin finds the way As one of the largest consumer GPS manufacturers, Garmin has become almost synonymous with “GPS”. It is no surprise that it was voted the top GPS brand in the CRN Digi awards. Garmin was started in 1989 and has a history of producing leading GPS products and has sold millions of GPS receivers to date. Garmin says it is thriving because it takes pride in the cooperative environment that stems from vertical integration and that it designs, manufactures, markets and sells its products itself. The company is not shy when it comes to investing in innovation as a way of ensuring it retains its competitive advantage. The original handful of employees in 1989 grew to a workforce of 1 000 in just 10 years. That number more than doubled within four years and had eclipsed 4 000 by 2006. In 2007, Garmin’s worldwide workforce topped 7 000 and showed little sign of slowing amid expansion in Europe and Asia. The vendor says it designs its products with the customer in mind. Sidestepping the stress of navigation or travel begins with easy-to-use menus, logical options and intuitive features. There is a wide range of Garmin devices such as automotive products that help drivers to reach their destination effortlessly while getting the

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1st – Garmin Garmin 08614 27646 www.garmin.co.za most out of the journey; marine units that supplement detailed charts with essential data; aviation technology that provides everything pilots need at a glance; fitness devices that aim to make every step of a workout more efficient; outdoor recreation options are available for hikers, campers and geocachers; and other wireless applications that bring the power of GPS to the user’s smart phone. The company prides itself on the belief that it does not just design and sell products, but embraces lifestyles. “From aviation to marine, automotive to fitness, wireless solutions to outdoor recreation, Garmin employees are in the air, on the water, in the woods, behind the wheel and on the run. And we’re always thinking of ways to adapt and improve. At Garmin, you never know how the next great idea will be born. But you know it’s coming soon,” the company says. 

PORTABLE GAMING DEVICES By Kaunda Chama

The art of prtable gaming

1st – Sony PSP Sony 011 690 3200 www.sony.co.za

Sony tops with PSP Not since the Nintendo Game Boy devices has a portable gaming device received as much acclaim as Sony’s PlayStation Portable (PSP), a factor which helped it claim the top spot in the Portable Gaming Devices category of the Digi Awards. The success of this device is based on Sony’s decision to adopt the same tactics that made the PlayStation 2 a runaway success. It did this by offering sophisticated, graphically intense games and some serious multimedia functionality. Added to this, the PSP can play music and movies (downloaded or via disk) and surf the Web, making it an all-in-one device. Channel players gave the device an average rating of 4.48 out of a possible maximum of 6.00 for its features, design and appeal to users as well as Sony’s support and services. From an aesthetic perspective, the Sony PSP is a well-designed device. Weighing the same as the Nintendo DS and measuring 6.7 x 2.9 x 0.9 inches The centrepiece of the handheld is its especially impressive 4.3-inch wide-screen display (480x272 pixels, 16.77 million colours). The screen is flanked by controls that are easily recognised by PlayStations users. The PSP uses Sony’s cross media bar interface. Gamers can use the directional keypad to horizontally navigate through settings, photo,

music, video, game and Internet icons. Each section has other icons attached to it on a vertical axis. Games and officially licensed movies come on Sony’s proprietary Universal Media Disc (UMD) media, which are housed in protective cartridges. The UMD drive is conveniently located at the back of the unit. The top edge also sports infrared and a USB 2.0 port that gamers can use to link the device to computers. The headphone jack is at the bottom left of the unit; Sony’s official earbud-style headphones sport an in-line remote to control basic playback. Beyond gaming, the PSP’s video prowess is definitely its most impressive trait. On the music side, the PSP plays many types of audio files without having to convert them to Sony’s proprietary ATRAC format first. Users simply have to drag audio files into the music folder on the memory stick duo card and they show up on the PSP. On the battery life, users can get up to about five-and-a-half hours of game play. 

Recommended

Return of the

communicator Enter the Nokia E90 BY KAUNDA CHAMA

F

or those who need maximum functionality in their pockets, the Nokia E90 Communicator is definitely for you. This handset, if I may call it that, is an all-in-one communication device that gives the user rich functionality as well as multiple connectivity options, including HSDPA, Wi-Fi and GPS. It is basically a miniature laptop. On functionality alone, when one looks at the smart devices on the market, the E90 does not have much competition, if any. Although Nokia managed to pack plenty impressive features into this relatively compact device, imaging was definitely not a top priority because the camera is nothing to rave about, but this is a business device, after all. It is a major improvement on the 9300i Communicator, with a built-in GPS and a large 800 x 352-pixel LCD and a full QWERTY keyboard. Unlike the 9300i, which was based on the older S80 system, the E90 runs on the Symbian Series60 platform which has a more robust interface. In addition to the QWERTY keyboard, users can use the numeric keypad and a 2-inch QVGA screen on the top face. Although the E90 may look like all other candy-bar phones when closed, it really shines when opened like a mini laptop. On the side of the 4-inch, 800 x 352-pixel LCD screen are numerous shortcut buttons for commonly used applications and two customisable keys for user-specific programs. On the speed side, opening applications and navigating the menus on the device is much faster than that of its predecessor the 9300i. This can be attributed to the 330MHz TI OMAP2420 processor and 128MB of RAM. Setting up the E90 to connect to an Exchange server is also relatively simple. One needs only to download the Mail for Exchange program from Nokia’s Web site. The application allows users to sync calendar, contacts and email on their server to the mobile device. The E90 also supports other popular messaging clients such as RIM’s BlackBerry Connect and Intellisync Wireless Email. For the serious business user, the E90 comes preloaded with

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CRN SOUTHERN AFRICA • JANUARY 2008

programs such as Quickoffice, a PDF reader and Team suite for contacts management. Other features include FM radio, a music player, voice recorder, 128MB of onboard memory with a microSD expansion slot, a 2.5mm audio jack and Bluetooth stereo. Essentially, the E90 is a very impressive business device that provides users with plenty features and functionality, and its performance is good due to the impressive processor and memory.

Ratings scale Great *****

Ratings 90 percent

Good

Size

**** Average *** Poor ** Don’t Bother

User Friendly

***

Functionality Look

*

**** *****

*****

Value for money *****

Note: Recommended status is earned with a score of at least 15 stars out of 25.

PARTING: SHOTS

DILBERT

www.dilbert.com

by Scott Adams

S n a pshot Christo Briedenhann Company: Riverbed Position: Regional Sales Manager, SA Age: 48 Best persona achivement: I completed my BComm degree as a part time student through UNISA. At the same time, I did my computer studies (Cobol programmer and Systems Analyst). I still don’t know how I managed to do it with three kids, a full time job at Infoplan and playing rugby for Centurion rugby club. Management style: To be a leader and not a manager. My management philosophy is to know myself and my abilities, know where our organisation is going to and to get the team to take us there by acting upon the best ideas

Where do you live: Pretoria

Most admired company: General Electric

Favourite car: Porsche Cayenne

Most admired executives: Anton Rupert

Your car: Pajero

Best IT product: Riverbed’s SteelHead Appliance

Favourite author: Con Iggulden

Most pressing local business issues: Sharing of applica-

Birthplace: Westonarea

tions and data over the Wide Area Network and associated band-

Hobbies/sports: Cattle farming/Golf

width costs.

Favourite periodical: Finance Week, Sports Illustrated, Golf Digest

Key to success: In order to be successful, one needs the will to

Pet hates: I enjoy the company of people, and to work with

be a winner, you need energy that will spark others to perform

people. It is however very important to show integrity, honesty

and lastly it is important to have character that will display your

and work ethic’s. I find it extremely difficult to work with people

true self

who lack these qualities in life.

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CRN SOUTHERN AFRICA • JANUARY 2008