In recent years, financial institutions have eagerly embraced generative AI, aiming to enhance efficiency and improve customer experience. However, as evidenced by the University of Michigan Credit Union, the expected return on investment (ROI) may not be as substantial as anticipated. Sherry Wu, the institution’s chief technology officer, pointed out at FinovateFall 2025 that while the hype surrounding generative AI is prevalent, the tangible benefits have yet to materialize fully. This observation should serve as a thoughtful reminder for small and medium-sized business (SMB) leaders as they navigate the complexities of technology integration, particularly regarding workflow automation.
For SMBs, the promise of increased efficiency through automation is undeniable. Yet, without a clear understanding of how to implement these technologies effectively, businesses risk investing in solutions without realizing their potential benefits. Automation through AI tools such as Make and Zapier can streamline workflows and increase productivity; however, the process requires strategic planning and execution.
To begin the journey of automation, SMB leaders should first assess their specific needs. Identifying repetitive tasks that consume a significant amount of time is the first step. For instance, tasks such as data entry, lead management, or email responses can often be automated. Once these tasks have been identified, businesses can prioritize them based on factors such as potential time savings and impact on operations.
After pinpointing the tasks to automate, the next step is to choose the right AI tool. Make and Zapier are popular options that can be particularly useful for SMBs due to their user-friendly interfaces and versatile integration capabilities. Both platforms offer a range of tutorials and templates that can guide users through the automation process without needing extensive technical knowledge.
Starting with Make, SMB leaders can create automated workflows called “scenarios.” To do this, users first need to sign up for an account and familiarize themselves with the dashboard. From there, one should select a trigger event—such as receiving an email or a new entry in a spreadsheet—that would initiate the workflow. The next step involves defining actions based on that trigger, which could include sending an automated response or updating a customer database.
Similarly, Zapier functions on a trigger-and-action model but allows users to connect over 2,000 applications seamlessly. For example, if a business wants to automatically follow up with leads who fill out a contact form on their website, they can set up a “Zap” that triggers when a new form submission occurs. The action could then involve adding that lead to a mailing list, sending a personalized thank-you email, or even scheduling a follow-up task in a project management tool.
One of the most significant opportunities in adopting these automation techniques lies in data management. Data integration can often become cumbersome, demanding attention and time that could be better spent on strategic growth. Automating data transfers between various platforms can minimize human error and ensure that information is consistent and up-to-date across the board. This type of automation can significantly enhance decision-making processes as teams will have access to accurate information without needing to spend time generating reports manually.
However, while the opportunities are promising, there are also inherent risks. SMBs must ensure they are compliant with relevant data protection regulations, especially when automating processes that involve sensitive customer information. Neglecting this aspect can lead to costly penalties and a loss of customer trust. As such, it’s crucial to incorporate appropriate security measures and regularly monitor the automation processes for compliance.
As SMB leaders navigate their automation journey, measuring ROI becomes critical. The benefits of automation aren’t always immediately visible, making it essential for leaders to define clear metrics to evaluate success. These metrics can include time saved, reduction in operational costs, or even improved customer satisfaction ratings. By systematically analyzing these factors, businesses can make informed decisions about continuing, scaling, or modifying their automation initiatives.
In conclusion, while generative AI offers enticing prospects for efficiency and growth, the path to successful automation requires careful planning and execution. By identifying repetitive tasks, selecting the right tools like Make or Zapier, and adhering to security and compliance guidelines, SMBs can realize significant benefits from workflow automation. It’s vital to assess ROI through defined metrics, ensuring that investments yield meaningful outcomes.
FlowMind AI Insight: Embracing automation isn’t merely about integrating technology; it’s an evolving process that demands consistent evaluation and adaptation. By strategically implementing AI-driven tools, SMBs can not only optimize their workflows but also unlock new avenues for growth and customer engagement.
Original article: Read here
2025-09-09 20:16:00