Retailers Urged To Address Downtime Risks As Ecommerce Surges Past R130bn

Joshua Harvey, head of growth at Specno. Image supplied

But a dangerous assumption lies at the heart of this digital gold rush.

“We've become so focused on the potential savings of digitisation that we've ignored the colossal cost of when these systems inevitably fail. The silent, creeping expenses of bad data, signal loss, and system downtime are creating a financial black hole that, for many, is proving more costly than the analogue inefficiencies they sought to escape,” says Joshua Harvey, head of growth at Specno.

The pressure to perform has never been higher. With South African online retail projected to surpass R130bn in 2025, online retail is expected to account for nearly 10% of all retail sales in South Africa (and surely surpass this in 2026).

This explosion in online demand has transformed warehouses into high-velocity nerve centers, where consumer expectations for same-day delivery and free returns (demanded by over 70% of shoppers) leaves no margin for error.

To cope, global businesses are leasing logistics space at a staggering rate, with every 1% increase in e-commerce penetration absorbing up to 70 million square feet of industrial space. In this high-stakes environment, even a minor system glitch doesn’t just cause a hiccup; it triggers a catastrophic financial chain reaction.

The high cost of digital silence

The most visible failure is downtime, but its true cost is often dangerously underestimated. While many executives might budget for occasional maintenance, they are unprepared for the reality that a single hour of downtime is now costing the average South African industrial business over R724,000. For a typical warehouse or distribution center, the figure is estimated to be between R180,000 and R250,000 per hour.

For every complaint your IT team receives, nine other problems are silently wreaking havoc. Workers, resigned to the "wheel of death" on their scanners, dropped connections and frozen screens, simply work around the problem. They reboot devices between picks, switch to different scanners, or even resort to writing down information manually.

This "invisible downtime" is a cancer on productivity. A seemingly minor 5-second delay on each transaction in a warehouse processing 10,000 picks a day can add up to nearly 14 hours of lost productivity - daily. This equates to over R310,000 in direct annual labour costs, not including the opportunity cost of unfulfilled orders.

Garbage in, catastrophe out: The bad data epidemic

Even when systems are “online,” they are often running on corrupted, inaccurate data, turning your sophisticated digital infrastructure into a high-speed engine for generating costly errors. The global retail industry lost an astonishing $1.77tn (approximately R28.3tn) in 2023 to "inventory distortion", the gap between what a system thinks is available and what is physically on the shelf.

Photo by Tiger Lily via www.pexels.com

The unseen network: Your warehouse’s Achilles’ Heel

Underpinning this entire digital ecosystem is the wireless network, the invisible infrastructure that is often the weakest link.

In the complex, interference-prone environment of a modern warehouse (filled with metal racks, concrete walls, and moving machinery), maintaining stable connectivity is a monumental challenge.

The result is a constant, low-grade hum of signal loss, dropped connections, and transaction delays that are rarely captured by traditional IT monitoring. Your network dashboard might show 99.5% uptime, but your workers on the floor are experiencing a reality of constant, frustrating micro-disruptions.

A call for digital realism

"The rush to digitise warehouse operations is not inherently wrong, but the blind faith in technology as a panacea is deeply flawed. Until we confront the uncomfortable truth about invisible downtime, data accuracy, and network reliability, our gleaming new digital warehouses will remain ticking time bombs, silently eroding the very profitability they were built to enhance," says Harvey.

Specno believes that business leaders must start asking the hard questions. What is the real-time accuracy of our inventory data? What is the true cost of the “invisible downtime” happening on our warehouse floor? Is our network infrastructure robust enough to support the demands of our digital ambitions?

Until we confront these uncomfortable truths, our gleaming new digital warehouses will remain ticking time bombs, silently eroding the very profitability they were built to enhance.