Automation and Its Benefits for Small Businesses

Automation refers to using technology like computer software, artificial intelligence (AI), or robotics to perform tasks and processes with little or no human assistance. While automation has been around for a long time in large-scale manufacturing, recent advancements have made it more accessible and valuable for small- and medium-sized businesses, too.

Easy Marketing Automation

Automating marketing activities is one of the most popular and useful applications of technology for small businesses. Email marketing campaigns, social media posting, lead nurturing, website tracking and analytics can all be streamlined through affordable automation platforms like HubSpot, Marketo, ActiveCampaign, and more.

Instead of tedious manual efforts to execute these activities, you can “set it and forget it” while engaging customers and prospects through automated multi-channel campaigns and nurture workflows triggered by their behaviors and preferences. This allows you to nurture leads on autopilot and frees up your limited team to focus on higher value marketing strategy, content creation, and personal touchpoints.

Streamlining Operations and Back-Office 

Beyond marketing, automation can improve and accelerate all kinds of routine back-office operations and business processes, such as:

• Data entry, gathering and transferring information between systems.
• Invoice processing, accounts payable/receivable, collections, and bookkeeping.
• Customer support through AI chatbots, knowledge bases and ticket management.
• Procurement processes like purchase orders, vendor management and inventory tracking.
• Compliance tracking, audit trails and regulatory reporting.
• HR processes like recruiting, onboarding, benefits admin, and performance reviews.

With robotic process automation (RPA) “bots”, these repetitive, high-volume tasks can be automated and completed quickly and accurately around the clock with no breaks or holidays required. Many small businesses work with strategic sourcing consulting firms like ISG to properly evaluate RPA solutions and use cases.

Enhancing Customer Experience

With limited staff and constrained resources, delivering fast, responsive, and quality customer services over multiple channels can be a major challenge for small businesses. Automation helps them punch above their weight through capabilities like:

• Conversational AI chatbots for front-line support inquiries 24/7.
• Smart call routing to automatically prioritize and assign issues.
• Self-service knowledge bases and FAQ content.
• Automated reminders, transaction updates and customer satisfaction surveys.

Using automation to manage simple, common requests allows your team to focus on more complex, high-value interactions and relationship-building that require the human touch.

Far Beyond Labor Savings

While reducing headcount and labor costs is certainly a key driver, the benefits of automation for small businesses go far beyond just saving money on payroll:

• Better Scalability – Automation allows you to grow revenues without a proportional increase in overhead and operating costs.
• Higher Consistency & Quality – Automated processes follow rules and workflows accurately every time, reducing costly errors and rework.
• Faster Speed & Throughput – Automated software can complete tasks and handle volumes much quicker than any human could.
• Comprehensive Tracking & Accountability – Automated systems inherently capture detailed data trails for full process visibility, monitoring and accountability.
• 24/7 Availability – With automation managing routine tasks and requests, you can offer employees and customers service around the clock.
• Happier Employees – Eliminating repetitive drudgework means your team can focus on more engaging, strategic, and revenue-generating activities.

Getting Started Effectively

While the potential benefits of automation are immense, deciding what processes to automate and how can feel daunting and overwhelming for small businesses. This is where partnering with experts can really pay off.

These experts have experience mapping core processes, evaluating use cases, calculating ROI potential, selecting, and implementing the right automation tools and solutions tailored to your specific needs, resources, and objectives. With their experienced guidance, even the smallest business can automate intelligently and cost-effectively.

Conclusion

Overall, by judiciously applying automation, small businesses can deliver stronger, more responsive customer experiences, operate more efficiently with fewer resources, and remain nimble to adapt to changes in an ever-evolving marketplace.