News
DHL Express Launches Live Chat to Improve Convenience, Response Times

As part of DHL Express’ commitment to innovation, the company launched a unique Multi-Channel Tool (MCT) that allows customers to interact with DHL Express via live chat and specialised email services.
Hennie Heymans, CEO of DHL Express Sub Saharan Africa, says customers benefit from quicker response times and by interacting with the company with the channels that are most convenient to them. The deployment of MCT is a great step towards our goal on continuously improving our customers’ experience.
“A recent CMO study found that 85% of respondents expect a seamless omni-channel service from companies, where they can interact using their preferred channel. This tool offers just that, and provides personalized service in real time that eliminates long waiting times and potential frustration.”
He explains that customers can use the live chat option on a mobile device or on the DHL Express website and receive assistance with self-help options online. “Live chat is the popular choice of many customers due to its fast response times.”
A report by Communications Technology Company of over 45 million chat interactions in 2018 revealed an 83% customer satisfaction rating, which highlighted the importance of including a live chat function in the tool. Another benefit of live chat is that it can eliminate the issues that come from bad connections which can cause distorted spoken messages.
For customers who would prefer to communicate via more formal channels, DHL Express’ MCT also offers a specialised email service where customers can send their queries. “The key to success is making sure that we are available at every touch point that is convenient for the customer,’ add Heymans.
The Multi-Channel Tool uses a centralised knowledge management system that offers a customer service agent desktop, web self-service, case management, and customer interaction channels such as e-mail, telephony, live chat and social media.
Customer service agents also have access to processes, policies and procedures, and case studies they can use to answer queries effectively. This empowers the agents with the correct information on hand, speeding up query resolution time.
In addition, when a query is received, it is routed to an agent knowledgeable in that specific subject matter, further enhancing the customer experience.
“The central view of a customer’s interaction history allows us to answer their questions accurately and quickly, as our agents have access to all the information they require in one place,” says Heymans. “Responses to queries will be more consistent and accurate because all agents have access to the same information.
“Our customers are looking for speed, variety and convenience, not only in the way their deliveries are managed, but also in how they communicate. MCT helps drive that sense of convenience and improved time management and is an important part of our continued drive to innovate and use digital technology to improve our customer experience,” Heymans concludes.
DHL Express’ Multi Channel Tool is current available in South Africa, Kenya, Nigeria, Ghana, Senegal , Cote d’Ivoire, Cameroon and Mauritius with plans to roll out to additional Sub Saharan Africa markets in the coming months.
News
African Financiers Pledge $100bn For Green Initiatives Across the Continent

African financial institutions plan to raise more than $100 billion for green initiatives across the continent to fuel economic growth, according to a Bloomberg report.
Financiers including the African Development Bank (AfDB), African Export-Import Bank and Ecobank Transnational Inc. committed to mobilize sustainable finance, align regulatory frameworks, and unlock technical expertise at the Africa Climate Summit in Addis Ababa, Ethiopia, they said in a statement.
The measures are “designed to accelerate renewable powered industries, expand regional value chains, and establish Africa as a global hub for sustainable trade,” they said on Monday.
The financiers’ commitment will boost funding to a continent that attracts less than three per cent of global energy investments, even as it has 60% of the world’s solar potential and vast untapped wind, hydro, and geothermal resources.
Meanwhile, the 13th Conference on Climate Change and Development in Africa (CCDA-XIII) ended in Addis Ababa over the weekend with experts calling for a coherent, evidence-based, and investment-ready African climate agenda.
News
As Schools Resume, Cash-Flow Crunch Is Threatening Private Education, Smarter Fee Collection Could Help
By Ope Adeoye
Back-to-school is supposed to be a cheerful rhythm—fresh uniforms, packed lunch boxes, morning assemblies. Yet behind the smiles sits a quieter reality: many school owners are entering a new half-term still carrying last term’s fees. That cash-flow gap slows everything else—payroll, supplies, minor repairs, even the fuel that powers school vans. In practical terms, it’s an SME problem: private schools are small businesses, and small businesses are the spine of our economy. MSMEs account for 96.9% of businesses, 87.9% of employment and 46.32% of GDP in Nigeria, according to the NBS/SMEDAN 2021 survey highlighted in PwC’s MSME report.
Parents are struggling too. The last academic year brought broad cost pressures—from transport to supplies—and multiple outlets reported families under strain as fees rose with operating costs. In response, many proprietors say they’ve gone “softer” to retain pupils, allowing instalments, deferrals and long grace periods. That keeps classrooms full but leaves cash thin. BusinessDay’s reporting captured this carrot approach as a survival tactic, not a strategy. Businessday NG
The macro context matters. Nigeria’s digital payments rails are stronger than ever. In 2023, e-payment values hit roughly ₦600 trillion, up 55% year-on-year, and NIBSS Instant Payments (NIP) transaction value reached about ₦476.89 trillion in H1 2024, up 39% from H2 2023, evidence that Nigerians already trust electronic channels for everyday value exchange. At the merchant layer, acceptance has broadened; a 2024 study commissioned by Visa suggests about 60% of Nigerian retailers now accept digital payments (40% remain cash-only), underlining an economy steadily rewiring itself.
Yet one class of payment still behaves like yesterday: recurring, obligation-style payments, with the school fees paid term after term. Transfers and manual reminders require parents to remember and repeat; if cash is tight in a given week, the “I go pay next week” loop begins. Schools, meanwhile, carry administrative cost and emotional labour: staff time spent compiling ledgers, sending WhatsApp nudges and reconciling bank alerts.
Nigeria already has the plumbing to make recurring payments behave differently. NIBSS Direct Debit (and its Central Mandate Management System) lets a payer grant consent once for a defined amount and schedule; debits then occur on the agreed dates, under bank-grade rules overseen by the Central Bank and NIBSS. The CBN’s guideline on the direct-debit scheme dates back over a decade; it’s not new, it’s simply under-used in many consumer contexts.
What would it look like if more private schools moved fee collection from “chase” to “consent”? In plain terms:
Parents approve once, in advance. On each due date, the agreed amount moves automatically.
Schools regain predictability. Cash-in matches lesson plans and payroll cycles.
Fewer reminders, fewer awkward conversations. Administration shrinks; relationships improve.
This isn’t theoretical. Across sectors, from utilities to loan repayments, direct debit is the quiet engine that keeps revenue regular. Even NIP commentary from ecosystem players notes the availability of NIP-enabled direct debit for scheduled collections.
Of course, adoption must be sensitive to parents’ realities. Instalments still matter; transparency and easy cancellation matter; and consent is non-negotiable. But the outcome is worth the design work: a school that can plan. A teacher who can rely on payday. A bursar who spends more time budgeting than begging.
At OnePipe, we’ve spent years building connective tissue between businesses and Nigeria’s financial infrastructure. Recently we introduced PaywithAccount, a tool that helps schools (and other SMEs) formalise those consents and collect fees automatically via Nigeria’s direct-debit rails, with clear mandates and reminders built in. It’s not about making parents pay “more”; it’s about making agreed payments happen on time, with their permission, and with less friction. By anchoring collections to the same trusted network that already powers most bank-to-bank transfers, we reduce reconciliation work and the emotional toll of repeated chasing.
Why highlight this now? Because the cash-flow pinch is timely and solvable. Proprietors tell us the mid-term resumption is when arrears and promises pile up. Meanwhile, the national conversation keeps surfacing the ethics and impact of sending children home over unpaid fees. Whatever your seat in that debate, everyone agrees: stability helps schools serve better. Recent stories have shown how fee defaults cascade into salary delays and cutbacks, eroding quality.
The task ahead requires not just product adoption, there’s also a need for behavioural change. Communications should be parent-friendly: plain language, instalment options, reminders before each debit, and a transparent pause/stop process. Schools should start with a pilot cohort (e.g., returning families who request instalments), track results for one term and then scale. And the ecosystem should continue to improve: better bank-level mandate UX, faster dispute resolution and clearer guidance for proprietors.
Nigeria already proved it can leap in payments, our e-payment surge is not a fluke; it’s the compounding result of rails, regulation and user habit. Bringing school fees into that rhythm is the next practical step. For private education to keep teaching while costs rise, predictable cash-in is oxygen. When revenue is regular, schools can plan. When schools can plan, students thrive.
That should be the goal of every stakeholder this term
News
FlashChange Strengthens Commitment to Blockchain Transparency and Innovation in Nigeria

FlashChange, a fast-growing digital asset trading and fintech company, is proud to announce its membership with the Stakeholders in Blockchain Technology Association of Nigeria (SiBAN), the leading self-regulatory body for blockchain and digital assets in Nigeria.
This milestone underscores FlashChange’s commitment to industry best practices, user protection, and responsible innovation as it continues to build trust in the evolving blockchain and digital finance ecosystem.
Speaking on the development, Bidemi Oke, CEO FlashChange, said: “FlashChange is excited to become a member of SIBAN, as we see this as a significant step toward strengthening our role within Nigeria’s blockchain and digital asset community. For us, it’s more than a membership, it is a commitment to transparency, consumer protection, and collaborative innovation.
By joining forces with SIBAN and its diverse network of forward-thinking stakeholders, we aim to contribute to shaping policies, advancing industry standards, and driving sustainable growth in the digital finance ecosystem. We are confident that together, we can build greater trust in blockchain technology and unlock new opportunities for individuals and businesses across Nigeria and beyond.”
Also commenting, Olamide Olayiwola, Chief Technology Officer (CTO), FlashChange, added:“User experience drives everything we do at FlashChange. By joining SIBAN, we’re doubling down on our commitment to secure, transparent, and user-first blockchain solutions. This collaboration will fast-track innovation, raise security standards, and give Nigerians and global users access to safe, reliable, and future-proved platforms.
As a member of SIBAN, FlashChange will participate in initiatives aimed at policy advocacy, stakeholder education, and industry collaboration, further reinforcing its mission to create accessible, safe, and innovative financial solutions for Nigerians and global users.
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