This article will cover:
- Why security-focused services are crucial within the telecoms industry.
- The importance of cyber security among SMEs.
- AI and it’s role as a double-edged sword within cyber security.
- SafeWeb acting as a gateway to better protection.
SMEs make up 99% of businesses in the UK. They’re an integral part of the wider economy and are also a common target for cyber criminals. They may not generate as much revenue as larger enterprises, but a lack of dedicated resources makes it harder for them to improve their cyber security posture.
Attacks are becoming more sophisticated, raising the stakes for SMEs to get their cyber security in order. Services like SafeWeb are targeted towards smaller businesses, with enterprise-grade security packaged in a cost-effective way. For Gamma partners, it can bridge the gap between telecoms and cyber security.
Gamma’s Head of Security Practice Tom Chedham spoke with David Russell, Commerical Manager at 360 Group, on their own experience with SafeWeb. The rising importance of cyber security for SMEs, coupled with technological advances, makes it an intriguing conversation around building a more security-focused mindset.
‘You’ve seen all kinds of changes when you think about it’
360 Group has been a Gamma partner for 14 years, and in this space of time, there’ve been plenty of changes. Faster broadband connectivity continued to phase out ISDN to the point that, by 2027, the PSTN Switch-Off will see the end of the UK’s copper network. The last-minute is already underway on that front.
Mobile device management (MDM), as Tom remembers, was also a major talking point in the industry. David sees how MDM leads into cyber security, especially when taking zero touch into consideration. It’s ‘naturally taken a step’ as major provides like Microsoft now have their own versions of MDM included within them.
Partners are now in the position to provide more than just standard telecoms services. There’s a greater push to adopt cyber security services as SMEs try to stay ahead of threat actors and their developing tactics. 10 years ago, companies like 360 Group wouldn’t have considered cyber security in their portfolios, but times have changed.
‘Many small customers don’t even know what the dark web is’
When trying to win new business, the cyber security angle comes up a lot in David’s conversations. Companies want to work with suppliers that ‘have their own security in check.’ Cyber Security Plus levels of compliance is now the norm.
There’s still a lot of work to be done around awareness. 47% of businesses have been a victim of a cyber attack, with the average cost to a business coming up to £195,000. Corporate businesses can face a loss in the millions, but when SMEs suffer even a £15,000 impact, their yearly profits can be cancelled out.
When people hear about the dark web, it can tend to be through media. Unfortunately, it’s more than just a plot point – it’s a hub of stolen data and credentials for cyber criminals to manipulate. Services that include dark web monitoring capabilities helps SMEs stay alert of any breaches.
Awareness should be constant, rather than a reaction to seeing one of these reports. Panic sets in, and action is delayed as businesses try to decide what they do next. When these SMEs have a clear course of action on how to deal with these issues, that’s the ‘peace of mind’ they need.
‘It’s very much a double-edged sword’
While there’s speculation that the boom’s happened, AI’s still on everyone’s mind. It’s now integrated into frontline customer interactions, while also working behind the scenes through insight capture and automation. These agents, while ‘annoying’, are still an inevitability.
AI deployment, as David mentions, depends on customer requirements and ‘what buyers… are looking for.’ Speaking to an AI agent is ‘the last thing [he wants] to do’, and would prefer to see AI capturing call transcripts, or integrating with CRM and sentiment analysis. Those methods help make sure employees ‘are doing the best they can be.’
Its own impact on cyber security will be ‘a double-edged sword.’ David sees AI as having a role in both preventing and enabling attacks, acting as a ‘dark knight’ capable of doing good and bad. The days of ‘Prince of Ghana’ scams are done – now, it’s AI-powered phishing emails designed to look legitimate.
SafeWeb already relies on AI to make dark web monitoring reports clearer and more simplistic for customers. Streamlining these insights helps organisations act sooner after realising the potential scale of a cyber breach. As cyber criminals deploy AI for attack, businesses can counteract with AI themselves.
‘It’s an introduction for a lot of businesses’
When 360 Group began their SafeWeb journey, David remembers it as a ‘stepping stone.’ Incorporating a cyber security solution into their own portfolio gave rise to thoughts on where it could lead them within IT. How would stakeholders and customers view this addition?
While some customers expressed surprise about being offered the SafeWeb proposition, ‘it still provided a lot of customers with protection and awareness.’ SMEs could benefit from ‘an additional level of security they were unaware of’, which can prove to be crucial with an evolving threat landscape. At the same time, 360 Group could still work with their customer’s current IT provider to make sure cyber security protocols ‘were locked down.’
Success, for David, came from internal training around the product, objection handling, and a ‘hands-off approach.’ Gamma stepped in to create email campaigns to inform customers about the SafeWeb proposition, while 360 Group conducted their internal training. Time was taken to get the full campaign rolled out, but it’s worth taking the time to ensure customers ‘see the value of the product.’
By taking this approach, and onboarding customers properly, David mentions how 360 Group ‘still have 80% of the customers… from day one.’ Considering this is from 3 years down the line, it’s an impressive return rate.
‘There are new developments happening all the time’
As customer preferences change and market circumstances evolve, partners need the right solutions to keep pace. David comments that these products must provide ‘the most value as well as longevity’ in the face of whatever comes next. The partners they work with need to continuously develop their products to match changing circumstances.
The rising awareness of cyber security for SMEs makes SafeWeb a great choice for partners. Dark web monitoring, phishing simulation, and additional cyber insurance preps SMEs for the future. With even the largest of enterprises struggling to maintain perfect defence, smaller businesses must prepare for the inevitable.
Technological change will never slow down. The 10 years of change mentioned by Tom and David will only repeat itself in the next decade. Only the most aware, prepared businesses will be able to navigate it.
