Intelligent SME.tech Issue 49 | Page 23

// EDITOR ’ S QUESTION //

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ALEX CLANSEY , CO- FOUNDER & CEO , VENTURE PLANNER

T he question isn ’ t whether to automate , but where to begin . The specific answer may vary depending on individual business needs . I believe that for most SMEs , the first process to automate should be client relationship management ( CRM ), followed closely by staff management . AI-powered marketing automation platforms have also emerged as a potentially valuable asset for expanding businesses .

Automated CRM systems significantly enhance the customer experience with timely followups , personalised communication and efficient issue resolution . This translates directly to improved sales performance . If lead tracking , sales pipelines and follow-up tasks can all be automated , sales teams are also freed up to focus on high-value activities .
But perhaps most importantly , automated CRM systems offer scalability . As businesses grow , these systems can easily accommodate an expanding customer base without a proportional staffing increase , thereby saving on overhead costs . We managed to scale our traditional legal services business to handle 4 – 5 times as many customers with the same staff by automating the production of simple legal documents such as wills and trusts within our CRM .
Once customer relationships are streamlined , I believe the next focus area for automation should be staff management . Efficient recruitment and onboarding processes , enabled by automation , can dramatically reduce the time-to-productivity for new hires .
Performance tracking is another area where automation shines . Automated systems can track KPIs , enabling regular performance reviews and identifying improvement or recognition opportunities . We automated audits of video calls and phone calls using AI to ensure processes are being followed . Pay compensation could then be adjusted accordingly , saving hundreds of manual review hours each month . Such innovations bring time savings and provide more objective and consistent performance evaluations .
The third key area for SMEs to consider is AI-powered marketing automation . The capabilities in this space are expanding rapidly . AI-powered tools are now able to generate content for various platforms , from LinkedIn to TikTok . So much

// so we ’ ve built a marketing platform that automates content production for different social media channels . This level of automation was a dream a few years ago , and now it ’ s become a reality .

CRM , staff management and AI-powered marketing offer significant potential for SMEs , but every business is unique . Before implementing any automation solution , SME leaders should conduct a thorough analysis of their specific business needs , pain points and growth objectives to ensure that automation efforts align with overall business strategy and provides the needed value .
With AI technology advancing at an unprecedented rate , we can expect even more sophisticated automation solutions to emerge across various business functions . The future of business is automated , and SMEs that embrace this automation revolution early stand to gain a significant competitive advantage in their respective markets . �
ONCE CUSTOMER RELATIONSHIPS ARE STREAMLINED , I BELIEVE THE NEXT FOCUS AREA FOR AUTOMATION SHOULD BE STAFF MANAGEMENT .
Intelligent SME . tech
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