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Dangote Gets IT Firm to Streamline Workflow Management

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The largest indigenous industrial conglomerate in Sub Saharan Africa, Dangote Group, has deployed Freshservice by Freshworks, its cloud-based service desk software that helps modernize the IT teams along with other business functions. Integration of Freshservice offers a host of ITIL-aligned features, workflow automation, and powerful analytics, all accessible through a clean and intuitive interface.

The Dangote Group is the leading provider of essential needs in food and shelter in Sub-Saharan Africa with sustained market leadership in cement manufacturing, sugar milling, sugar refining, flour milling, operation of cement terminals, port operations, packaging material production, and salt refining.

The integration with Freshservice allows over 150 IT support agents, to streamline workflow management for over 10,000 + employees across its 19 subsidiaries, enabling them to seamlessly work across geographies.

The integration is supported by AI-powered self-service, an employee-facing mobile app, that resolves IT issues swiftly with immediate ticketing of incidents and requests whenever and wherever they occur.

The IT firm is expected to help Dangote improve its operational efficiencies and effectiveness as well as streamline compliance.

It will the conglomerate have more insights into how service management team are working, map their productivity and effectiveness – letting IT support managers identify areas to focus to improve employee on-boarding and service resolution.

In addition, the IT service agents can start a remote session to troubleshoot an end-user or customer problem from within Freshservice, where the agent has context about the issue across group companies.

Previously, the Dangote Group’s traditional ITSM setup relied heavily on disparate technologies and processes.

A statement issued by Freshworks said Dangote Group implemented its services, average response time reduced from 7.5 minutes in 2017 to 5.4 minutes in 2018 — a 38% improvement in the average response time and percentage of tickets resolved on first contact nearly doubled, increasing from 9% of total tickets logged in 2017 to 16% in 2018.

Prasanna K Burri, Group CIO, the Dangote Group, said, “Rather than simply finding replacement system to our on-premise solution, we wanted to transform the way our IT teams work, with Freshservice, we knew we had an opportunity to undergo a complete transformation of our IT service management, to add more value to our business by improving productivity at all levels”

“With the changing business needs of diversified conglomerates, there is an urgent need for agile software that can effectively manage complex business requirements at scale. With Freshservice, we are able to bring operational efficiency and service reliability to transform the way teams work across 19 subsidiaries of The Dangote Group” said Saurabh Prabhuzantye, Head of Business for Middle East and Africa, Freshworks.

Dipo Olowookere is a journalist based in Nigeria that has passion for reporting business news stories. At his leisure time, he watches football and supports 3SC of Ibadan. Mr Olowookere can be reached via [email protected]

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Leticia Otomewo Becomes Secure Electronic Technology’s Acting Secretary

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Secure Electronic Technology

By Aduragbemi Omiyale

One of the players in the Nigerian gaming industry, Secure Electronic Technology (SET) Plc, has appointed Ms Leticia Otomewo as its acting secretary.

This followed the expiration of the company’s service contract with the former occupier of the seat, Ms Irene Attoe, on January 31, 2026.

A statement to the Nigerian Exchange (NGX) Limited on Thursday said Ms Otomewo would remain the organisation’s scribe in an acting capacity, pending the ratification and appointment of a substantive company secretary at the next board meeting.

She was described in the notice signed by the Managing Director of the firm, Mr Oyeyemi Olusoji, as “a results-driven executive with 22 years of experience in driving business growth, leading high-performing teams, and delivering innovative solutions.”

The acting secretary is also said to be “a collaborative leader with a passion for mentoring and developing talent.”

“The company assures the investing public that all Company Secretariat responsibilities and regulatory obligations will continue to be discharged in full compliance with the Companies and Allied Matters Act, applicable regulations, and the Nigerian Exchange Limited Listing Rules,” the disclosure assured.

Meanwhile, the board thanked Ms Attoe “for professionalism and contributions to the Company during the period of her engagement and wishes her well in her future endeavours.”

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Russia Blocks WhatsApp Messaging Service

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WhatsApp Self Messaging Feature

By Adedapo Adesanya

The Russian government on Thursday confirmed it has blocked the WhatsApp messaging service, as it moves to further control information flow in the country.

It urged Russians to use a new state-backed platform called Max instead of the Meta-owned service.

WhatsApp issued a statement earlier saying Russia had attempted to “fully block” its messaging service in the country to force people toward Max, which it described as a “surveillance app.”

“Today the Russian government attempted to fully block WhatsApp in an effort to drive people to a state-owned surveillance app,” WhatsApp posted on social media platform X.

“Trying to isolate over 100 million users from private and secure communication is a backwards step and can only lead to less safety for people in Russia,” it said, adding: “We continue to do everything we can to keep users connected.”

Russia’s latest move against social media platforms and messaging services like WhatsApp, Signal and Telegram comes amid a wider attempt to drive users toward domestic and more easily controlled and monitored services, such as Max.

Russia’s telecoms watchdog, Roskomnadzor, has accused messaging apps Telegram and WhatsApp of failing to comply with Russian legislation requiring companies to store Russian users’ data inside the country, and of failing to introduce measures to stop their platforms from being used for allegedly criminal or terrorist purposes.

It has used this as a basis for slowing down or blocking their operations, with restrictions coming into force since last year.

For Telegram, it may be next, but so far the Russian government has been admittedly slowing down its operations “due to the fact that the company isn’t complying with the requirements of Russian legislation.”

The chat service, founded by Russian developers but headquartered in Dubai, has been a principal target for Roskomnadzor’s scrutiny and increasing restrictions, with users reporting sluggish performance on the app since January.

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Nigerian AI Startup Decide Ranks Fourth Globally for Spreadsheet Accuracy

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Nigerian AI Startup Decide

By Adedapo Adesanya

Nigerian startup, Decide, has emerged as the fourth most accurate Artificial Intelligence (AI) agent for spreadsheet tasks globally, according to results from SpreadsheetBench, a widely referenced benchmark for evaluating AI performance on real-world spreadsheet problems.

According to the founder, Mr Abiodun Adetona, the ranking places Decide alongside well-funded global AI startups, including Microsoft, OpenAI, and Anthropic.

Mr Adetona, an ex-Flutterwave developer, also revealed that Decide now has over 3,000 users, including some who are paying customers, a signal to the ability of the startup to scale in the near future.

SpreadsheetBench is a comprehensive evaluation framework designed to push Large Language Models (LLMs) to their limits in understanding and manipulating spreadsheet data. While many benchmarks focus on simple table QA, SpreadsheetBench treats a spreadsheet as a complex ecosystem involving spatial layouts, formulas, and multi-step reasoning. So far, only three agents rank higher than Decide, namely Nobie Agent, Shortcut.ai, and Qingqiu Agent.

Mr Adetona said SpreadsheetBench measures how well AI agents can handle practical spreadsheet tasks such as writing formulas, cleaning messy data, working across multiple sheets, and reasoning through complex Excel workflows. Decide recorded an 82.5% accuracy score, solving 330 out of 400 verified tasks.

“The result reflects sustained investment in applied research, product iteration, and learning from real-world spreadsheet workloads across a wide range of use cases,” Mr Adetona told Business Post.

For Mr Adetona, who built Decide out of frustration with how much time professionals spend manually cleaning data, debugging formulas, and moving between sheets, “This milestone highlights how focused engineering and domain-specific AI development can deliver frontier-level performance outside of large research organisations. By concentrating on practical business data problems and building systems grounded in real user environments, we believe smaller teams can contribute meaningfully to advancing applied AI.”

“For Decide, this is a foundation for continued progress in intelligent spreadsheet and analytics automation,” he added.

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