A news Salesforce report into SMB trends reveals that Australian small and medium businesses (SMBs) are leading the charge in adopting artificial intelligence (AI), with 88% of those leveraging AI reporting increased revenue. The Small & Medium Business Trends report, based on responses from 3,350 SMB leaders globally (including 150 in Australia), highlights how AI is reshaping the business landscape. With 85% of Australian SMBs experimenting with AI – outpacing the global average of 75% – the transformative potential of using AI to boost revenue is becoming clear.
AI Driving growth and productivity
Australian SMBs cite the biggest benefits of AI as improved revenue, productivity, and customer experience. Top use cases include generating content, implementing automated chatbots, and providing personalised recommendations for customers.
Globally, 78% of growing SMBs plan to increase AI investments next year, compared to only 55% of declining businesses. This underscores a growing gap between AI adopters and those lagging behind.
Adrian Towsey, Area Vice President of Salesforce ANZ, highlights the competitive edge AI offers, by revealing that “Leaders who embrace AI urgency are scaling faster with improved operating margins, using AI to enhance personalised content, service, and trust.”
Navigating technology challenges
While enthusiasm for AI is high, Australian SMBs face hurdles as technology evolves.
- 73% find it challenging to keep pace with technological change.
- 45% say there isn’t enough time to master the tools their businesses use.
- 47% worry about falling behind in AI adoption.
Additionally, 79% of Australian SMBs say improving data quality would directly increase revenue, reflecting a growing focus on building robust data foundations
Security remains the top concern for SMBs globally, with trust influencing technology adoption decisions. Poor integration with existing systems and lack of strategic use cases also challenge Australian SMBs. To address this, 79% of local leaders say they would pay a premium for technology from trusted vendors.
Urban Rest: An Australian success story
Urban Rest, a flexible accommodation provider, showcases the tangible impact of AI. By integrating Salesforce’s AI-driven solutions, the company achieved a 1400% revenue increase in three years and reduced field service visits by 40%. Their 24/7 support and customer-centric approach demonstrate how trusted AI solutions can revolutionise operations.
The message is clear: for SMBs, embracing AI isn’t just about keeping up – it’s about thriving in a rapidly evolving marketplace. Australian businesses already ahead in AI adoption are reaping the rewards, setting a benchmark for others to follow.
