How Many SMBs Are Digitally Mature? [Maturity Stats Breakdown]

In today’s world, being digital isn’t just a nice-to-have for small and medium businesses (SMBs). It’s the key to surviving and thriving. But how many SMBs are actually digitally mature? What does that even mean? And what can your business do about it?

1. Only 20% of SMBs are considered digitally mature globally

What This Really Means

This stat sets the tone. Just 1 in 5 SMBs are operating at a high level when it comes to digital maturity. That means they’ve not only adopted digital tools but have integrated them into every part of their operations. Their teams are aligned, their systems talk to each other, and their strategies are built around digital growth.

Most other businesses are still figuring it out. Maybe they have a website or use social media. Maybe they’re exploring cloud storage. But full maturity? That’s rare.

Why This Should Worry You

If you’re not part of that 20%, you’re at a disadvantage. Digitally mature businesses grow faster, serve customers better, and adapt to change more easily. They also compete at a lower cost because automation and smart tools reduce manual work.

What You Can Do About It

You don’t need to be a tech wizard to start catching up. Here’s how to make progress:

• Take inventory of your current tools. What are you using for communication, marketing, operations, and customer service?
• Identify the gaps. Are you still relying on manual data entry? Are you missing a CRM? Are your tools disconnected?
• Set clear goals. Want to automate your invoicing? Improve your customer support response time? Pick one or two areas and focus there.
• Find affordable, beginner-friendly tools. You don’t need enterprise-level software. Tools like Trello, Slack, HubSpot, and Xero can go a long way.

Small steps compound quickly when they’re pointed in the right direction.

2. 83% of digitally mature SMBs report increased revenue after adopting digital tools

A Direct Link Between Digital Maturity and Revenue

Revenue growth isn’t a lucky accident—it’s often the result of smarter operations. When SMBs fully embrace digital tools, they see a direct payoff.

Why? Because digital tools help you serve more customers, faster. They reduce wasted time. They cut costs. They let you act on data rather than guess.

Real-World Impact

Imagine two companies that sell the same product. One uses spreadsheets, manual emails, and sticky notes. The other automates emails, uses data dashboards, and routes tasks to the right people instantly. Which one will handle more orders, make fewer mistakes, and have happier customers?

The second one, of course. That’s how digital tools translate to dollars.

Your Action Plan

• Identify revenue bottlenecks. Is it slow follow-ups? Missed leads? Manual inventory updates?
• Look for tools that solve those specific issues. For example, a sales CRM helps close deals faster. An email automation tool improves conversion rates.
• Track your numbers. Don’t just implement a tool—monitor how it impacts revenue. Is your average order value increasing? Are deals closing faster?

Use revenue as your scorecard. If a tool isn’t moving the needle, replace it with one that does.

3. 55% of SMBs are in the early stages of digital transformation

Still Testing the Waters

Over half of small and medium businesses are just beginning their digital journey. That means they’ve maybe set up a website, started using a few cloud tools, or dipped into social media. But their systems are still disjointed, and their teams may not fully understand how to get the most from these tools.

This is normal—and it’s okay. Every expert was once a beginner.

Where Most Businesses Get Stuck

Digital transformation is overwhelming if you try to do everything at once. Many SMBs jump in, try too many tools, and end up with more confusion than clarity. They may subscribe to five software platforms but only use two of them—and not very well.

That’s not transformation. That’s tool overload.

How to Progress from “Getting Started” to “Making It Work”

Here’s how to move past the early phase:

• Focus on function, not features. Don’t get distracted by flashy tools. Pick ones that solve your top 2–3 business problems.
• Standardize your workflows. If three people on your team are using different tools for the same task, unify the process.
• Build internal champions. Pick someone on your team to “own” each digital tool and help others use it better.
• Create a 6-month digital roadmap. Don’t try to fix everything in a week. Decide which part of your business you’ll digitize next, and in what order.

Progress beats perfection every time.

4. Just 12% of SMBs have fully integrated digital solutions across all operations

Integration Is the Key to Maturity

Digital tools are great. But if they don’t talk to each other, you end up with silos—and that kills efficiency.

Imagine you’re using a CRM to manage leads, but your email marketing tool isn’t connected. Or your accounting software doesn’t sync with your invoicing app. You spend more time copying and pasting than serving customers.

Only a small group—12%—have solved this. Their systems work together smoothly. Their data flows from one tool to another without friction.

Why Integration Matters

When your tools are integrated:

• You make decisions faster because your data is unified.
• Your team wastes less time on repetitive tasks.
• Customers get a smoother, faster experience.

That’s what digital maturity looks like.

How to Start Connecting Your Tools

• Choose tools with native integrations. Tools like Zapier and Make can help connect apps that don’t natively work together.
• Start small. Automate one workflow—maybe syncing new leads from your website to your CRM.
• Set up automatic reports. Pull data from different platforms into a single dashboard.
• Keep it lean. The goal isn’t to use more tools, it’s to connect the ones you already have.

Integration is like oil in an engine. It’s what keeps everything running smoothly.

5. 46% of SMBs say budget constraints are the main barrier to digital maturity

The Cost Conundrum

Money is tight, especially for smaller businesses. Nearly half of SMBs say budget is the biggest reason they aren’t more digitally advanced.

That’s fair. Digital tools often come with monthly fees. Plus, learning and onboarding take time. But here’s the catch: not going digital has a cost too.

You’re losing money every time a lead goes cold, an invoice gets missed, or a customer drops off due to poor communication.

Thinking About Digital Spend as an Investment

You don’t need to go all-in at once. Think of digital upgrades as a series of small investments that build over time.

• Choose tools with free tiers or trial periods. Many platforms offer a lot without upfront cost.
• Calculate ROI before buying. Will this tool save you five hours a week? Will it help close more deals?
• Reallocate your budget. Cut what’s not working—whether that’s a subscription or outdated marketing spend—and redirect it to tools that create value.

Budget issues are real, but they’re not immovable.

6. Only 24% of SMBs use advanced analytics or business intelligence tools

Data Is the New Fuel, But Most SMBs Aren’t Driving With It

Data isn’t just for big companies anymore. Today, even a two-person business generates tons of data—about customers, sales, website traffic, and more. But only about a quarter of SMBs are using advanced analytics or business intelligence (BI) tools to understand and act on this data.

That’s a huge missed opportunity.

If you’re not using your data, you’re guessing. And guessing doesn’t grow a business.

What Advanced Analytics Actually Look Like

You don’t need to hire a data scientist. Even simple dashboards can tell you:

• Which marketing campaigns bring in the most leads
• What products or services sell best by season or region
• Where customers drop off in your sales process
• How long it takes to close deals, process orders, or respond to inquiries

These insights help you make smarter decisions faster.

How to Start Using Business Intelligence Tools

Here’s how to get going—even on a tight budget:

• Start with tools you already have. Google Analytics, Facebook Insights, and your CRM all have basic reporting.
• Use dashboards to visualize data. Tools like Google Data Studio, Looker Studio, or even Airtable can give you clean, actionable views of what’s happening.
• Focus on 2–3 key metrics. Don’t overwhelm yourself with every possible chart. Pick the numbers that drive your business—like lead conversion rate, average order value, or churn rate.

You already have the data. It’s time to start using it.

7. 60% of digitally mature SMBs experience higher customer engagement

Engagement Is the Engine of Growth

Let’s be real: if customers aren’t engaging with your business—liking, sharing, buying, responding—you’re not going to last. And it turns out that 60% of businesses that are digitally mature are seeing much higher engagement from their customers.

Why? Because they’re where their customers are. They’re using tools to personalize interactions. They’re fast, responsive, and available on the platforms that matter.

What Higher Engagement Looks Like

• More people open and click on your emails
• Customers respond to your social media posts
• You get more reviews and referrals
• Support tickets get resolved faster
• People come back to buy again

This kind of momentum drives word of mouth, boosts SEO, and increases your lifetime customer value.

Ways to Boost Engagement With Simple Digital Tweaks

• Use email segmentation. Stop blasting the same message to everyone. Tools like Mailchimp or Brevo let you send the right message to the right group.
• Add live chat or chatbots. Instant responses mean fewer abandoned carts and better support.
• Personalize your website. Show returning visitors tailored offers, messages, or reminders.
• Get active on one or two social platforms. Don’t try to be everywhere. Just be excellent where your audience hangs out.

Digital maturity isn’t about being fancy. It’s about showing up the right way, at the right time.

8. 30% of SMBs still rely on legacy systems for core operations

Old Systems Are Holding Businesses Back

About one-third of SMBs still run their core operations—think invoicing, customer tracking, inventory—on outdated software or systems. Some are even using pen and paper.

These legacy systems may feel familiar, but they come with big problems. They crash, don’t integrate, can’t scale, and often cost more to maintain in the long run.

And worst of all—they make change hard.

Why Clinging to Old Tools Is Risky

• Manual errors are more common
• Teams spend time fixing problems instead of doing real work
• You can’t adapt quickly to new trends or customer needs
• Data lives in silos, making reporting a nightmare

If your systems are stuck in the past, your business will be too.

How to Move Away From Legacy Tools Without Chaos

• Replace one system at a time. Don’t try to swap everything at once.
• Look for cloud-based tools with good customer support.
• Train your team slowly. Set up pilot runs and let people get comfortable.
• Migrate your data carefully. Use data import tools or hire help if needed.

Modern systems aren’t just about bells and whistles. They make your business more resilient and ready for growth.

9. 52% of SMBs cite lack of digital skills as a key challenge

It’s Not Just the Tools—It’s the People Using Them

More than half of SMBs say they struggle because their team lacks the skills to really use digital tools. That’s a big deal. You can buy the best software in the world, but if your team doesn’t know how to use it, it’s wasted money.

Digital maturity isn’t just about adoption—it’s about usage.

What Skill Gaps Look Like

• Employees avoid new tools and stick to what they know
• Tasks take longer because no one’s confident with the software
• You depend on one tech-savvy team member for everything
• New hires take too long to onboard

This slows your entire operation.

How to Build a Digitally Confident Team

• Pick tools with strong onboarding and training resources
• Hold short, weekly training sessions—20 minutes is enough
• Encourage “digital champions” on your team to lead by example
• Reward learning. Recognize progress, even if it’s small

It’s not about turning everyone into IT experts. It’s about making sure everyone’s comfortable enough to work smart.

10. 70% of digitally mature SMBs invest in cybersecurity tools

Maturity Means Protection

Cyber threats aren’t just for big corporations. SMBs are often targeted because they have weaker defenses. That’s why it’s no surprise that 70% of digitally mature businesses prioritize cybersecurity.

They know that one breach can take down their operations, damage trust, and cost thousands of dollars.

Common Threats to SMBs

• Phishing emails
• Ransomware attacks
• Weak passwords
• Outdated software
• Unsecured cloud storage

Any of these can leave you exposed.

Steps to Improve Your Cybersecurity—Even With a Small Budget

• Use multi-factor authentication (MFA) on all accounts
• Update all software regularly—don’t ignore those alerts
• Train your team to spot phishing attempts
• Back up your data daily—automatically, if possible
• Use a password manager like Bitwarden or LastPass

You don’t need a huge IT team. You just need a proactive mindset.

11. Only 18% of SMBs have a clear digital strategy in place

Strategy Beats Random Action

It’s easy to get caught up in tools. You hear about the latest app, someone recommends a platform, and before you know it, you’re juggling five different digital products—but with no real plan. That’s the reality for most SMBs, and only 18% actually have a clear digital strategy in place.

Without strategy, digital adoption becomes digital confusion.

Why a Clear Strategy Matters

Think of your digital strategy like a GPS. It tells you where you’re going and how to get there. Without one, you’re just guessing—and wasting time and money.

A solid digital strategy answers key questions:

• What are your top business priorities?
• Which digital tools will support those goals?
• How will you measure progress?
• What training or support will your team need?

Without these answers, even the best tools won’t bring results.

How to Build a Digital Strategy That Works

• Start with your business goals. Want to grow sales? Improve retention? Reduce admin time?
• Map those goals to digital solutions. For example, if you want faster payments, a tool like Stripe or FreshBooks might be the answer.
• Prioritize the next 90 days. Don’t plan for the whole year—just focus on the next key steps.
• Assign roles. Make it clear who is responsible for each part of your digital setup.
• Review every quarter. Adjust based on what’s working.

Strategy doesn’t need to be a long document. Even a one-page plan beats winging it.

12. 65% of mature SMBs adopt cloud-based platforms for scalability

Scale Without the Stress

Traditional software has limits. It lives on one device. It requires manual updates. It slows down as your team grows.

That’s why 65% of digitally mature SMBs switch to cloud platforms. Cloud tools grow with you. They’re accessible from anywhere, update automatically, and don’t require IT setups.

More importantly, they help you scale smoothly.

What Cloud-Based Tools Enable

• Your team can work from anywhere, anytime
• New employees can be onboarded quickly
• Customer data stays safe and accessible
• You only pay for what you need—no more, no less

From CRMs to project management to accounting, almost every function now has a cloud-based option.

How to Start Moving to the Cloud

• Begin with your most clunky tool. Is your accounting software outdated? Is your project tracking all in Excel?
• Research 2–3 cloud-based alternatives. Look at features, pricing, and user reviews.
• Try free trials. Most cloud tools offer a trial period so you can test before you commit.
• Migrate your data slowly. Don’t rush. Take it step by step.
• Train your team on the new platform. Make sure they’re comfortable using it day-to-day.

Cloud isn’t just a trend. It’s your foundation for future growth.

13. 40% of SMBs state that digital tools improved employee productivity

Doing More With the Same Team

One of the clearest benefits of digital maturity is better productivity. When your tools work well, your people do too. That’s why 40% of SMBs say digital tools have made their teams more productive.

This doesn’t mean working longer hours. It means working smarter.

How Digital Tools Free Up Time

• Automating repetitive tasks like invoicing or reporting
• Centralizing communication so nothing gets lost
• Making data easily accessible, cutting down on back-and-forth
• Tracking progress so you can spot issues early

Productivity isn’t about hustle. It’s about removing friction.

How to Make the Most of Digital Tools for Productivity

• Pick one bottleneck and solve it first. Maybe it’s slow customer replies or messy project handoffs.
• Use one main communication tool. Slack, Microsoft Teams, or similar platforms reduce scattered messages.
• Automate the basics. Tools like Zapier or Make can move data between apps automatically.
• Check in with your team. Ask what slows them down, and look for simple digital fixes.

Small gains in time saved every day lead to huge wins over a year.

14. 28% of SMBs have automated at least one business process

Automation: Your Silent Assistant

Nearly 1 in 3 SMBs have already taken the leap into automation—and the rest should follow. Automating just one process can give you hours back each week, fewer errors, and a more consistent customer experience.

Think about how many things your business does again and again. Those are perfect for automation.

What You Can Automate Right Now

• Sending confirmation emails after purchases or inquiries
• Following up on abandoned carts
• Scheduling social media posts
• Creating tasks when a new lead comes in
• Generating reports every week or month

These tasks don’t need a human touch. Let software handle them while your team focuses on work that requires creativity or problem-solving.

Getting Started With Automation Without Overwhelm

• Pick one repeatable process. Start small.
• Choose a tool that fits that need. Mailchimp for emails, Buffer for social posts, Zapier for linking apps.
• Set up a simple rule. For example: “When a new lead fills out a form, send a welcome email and assign them to a sales rep.”
• Test, then improve. Make sure it’s running smoothly, then refine it.
• Celebrate the win. Show your team how much time was saved—and reinvest it in better work.

Automation doesn’t replace people—it empowers them.

15. 34% of SMBs use CRM systems regularly

Managing Relationships at Scale

As your business grows, you can’t rely on memory or spreadsheets to track customer relationships. That’s why 34% of SMBs now use CRM systems regularly—to stay organized, follow up on time, and close more deals.

CRM stands for Customer Relationship Management. It’s how you track every lead, sale, and customer interaction in one place.

Why CRMs Are Game-Changers

• No more leads slipping through the cracks
• Sales teams know where every deal stands
• Customer service teams can see the full history
• Marketing can segment contacts and personalize messages

Without a CRM, you’re flying blind.

Choosing and Using a CRM That Fits Your Business

• Look for a simple interface. Tools like HubSpot, Zoho, or Pipedrive are SMB-friendly.
• Start with basic contact tracking and pipeline management
• Customize fields and stages to match your process
• Integrate your CRM with your website forms and email tools
• Use reminders to stay on top of follow-ups

Even if you’re a solo founder, a CRM can keep your pipeline flowing.

16. 80% of digitally mature SMBs use social media as a marketing tool

Social Media Isn’t Optional Anymore

Social media isn’t just a place to post pretty pictures—it’s where your customers spend their time, ask questions, read reviews, and make buying decisions. That’s why 80% of digitally mature SMBs actively use social media as part of their marketing strategy.

But it’s not about being on every platform. It’s about using the right one well.

Why Social Media Works for SMBs

• It helps you build trust and familiarity
• You can showcase real-time updates, offers, and customer stories
• It’s a direct communication channel—no middlemen
• You can run affordable ads with great targeting
• It improves your search presence (especially for local SEO)

Your audience expects you to be there—and active.

How to Use Social Media Without Getting Overwhelmed

• Pick one or two platforms your audience uses most. For B2B, that might be LinkedIn. For B2C, Instagram or Facebook.
• Post consistently—even if it’s just 2–3 times per week
• Share a mix of content: tips, behind-the-scenes, customer stories, and offers
• Respond to comments and messages quickly
• Use scheduling tools like Buffer or Later to plan ahead

You don’t need to go viral. You just need to show up and add value.

17. 58% of SMBs report difficulty in measuring ROI from digital investments

If You Can’t Measure It, You Can’t Manage It

More than half of SMBs struggle to measure the return on investment (ROI) from their digital tools and strategies. And that’s a problem. If you’re not sure what’s working, you can’t double down on success—or cut what’s not delivering.

This confusion often comes from using too many tools without clear goals.

Why Measuring ROI Is Hard But Necessary

• Digital tools create a lot of data, but not all of it matters
• Different platforms report results in different ways
• It’s hard to connect marketing efforts directly to revenue
• SMBs often skip setting benchmarks before launching a campaign

The result? Lots of effort, but no clarity.

How to Measure ROI Without Getting Lost in Data

• Start by tracking one goal per tool. For example: “This email tool should increase repeat purchases.”
• Use UTM links in your marketing to track clicks and conversions
• Monitor a few key metrics: customer acquisition cost, average order value, conversion rate
• Review results monthly, not just at the end of the year
• Tie results to actual revenue. Did this campaign lead to new clients or sales?

Better data leads to better decisions. Make ROI tracking part of your regular review process.

18. 22% of SMBs use AI or machine learning in some capacity

The Future Is Already Here

One in five small businesses are already using AI—not in some sci-fi way, but in everyday tasks. From chatbots to smart email personalization to analytics tools, AI is becoming a quiet powerhouse behind modern SMBs.

And it’s not just for tech companies.

How SMBs Are Actually Using AI Today

• Chatbots that handle basic customer questions 24/7
• Predictive analytics that show which customers are likely to churn
• Email tools that write or suggest better subject lines
• Inventory tools that predict what you need to reorder
• Fraud detection for payments or user behavior

These are small tools with big impact.

How You Can Start Using AI in Your Business

• Use ChatGPT or Jasper to help draft blog posts, emails, or support replies
• Install a chatbot on your website (like Tidio or Chatfuel)
• Try AI-powered CRM features that suggest next actions or deals at risk
• Use AI in your ad tools—like automated bidding or performance predictions
• Set rules in your e-commerce platform to suggest products or create bundles

You don’t need to “go AI”—just start where it saves you time.

19. Only 19% of SMBs conduct regular digital training for employees

Your Tools Are Only as Good as Your Team

Buying a tool is the easy part. Making sure your team knows how to use it—and uses it well—is the real challenge. But only 19% of SMBs actually run regular digital training for their employees.

That’s a huge gap. It means most businesses are paying for tools that are underused or misused.

Why Training Pays Off

• Teams adopt tools faster
• Mistakes and support requests go down
• Employees feel more confident and less frustrated
• You get a better return on your tech investment

The difference between a productive tool and a confusing one is often just training.

How to Build a Simple, Repeatable Training Plan

• Use the help centers and webinars most platforms already offer
• Hold monthly “lunch and learns” to demo tools or shortcuts
• Let power users lead short sessions to teach others
• Record your own screen as you do tasks—easy and reusable
• Encourage everyone to share new tricks they find

Training doesn’t need to be formal. It just needs to be consistent.

20. 74% of digitally advanced SMBs report better customer satisfaction

Happy Customers Stick Around

When your business is digitally mature, your customers feel it. Things work smoothly. Support is fast. Communication is clear. It’s no surprise that nearly three-quarters of digitally advanced SMBs report better customer satisfaction.

And customer satisfaction is everything.

Happy customers:

• Come back more often
• Spend more per transaction
• Leave positive reviews
• Recommend your business to others

This compounds over time into serious growth.

Digital Tactics That Directly Improve Customer Experience

• Use a help desk to track and manage support tickets
• Send automated updates for orders, appointments, or service requests
• Personalize email and SMS messages based on past behavior
• Let customers self-serve where possible (like booking or rescheduling)
• Gather feedback automatically after purchases or interactions

When customers feel taken care of, they stick around. And digital tools make that easier than ever.

21. 32% of SMBs consider e-commerce as their main revenue stream

E-Commerce Is No Longer Just a Side Channel

Almost one-third of small and medium businesses now rely on e-commerce as their primary source of income. That’s a major shift. Not long ago, e-commerce was seen as a bonus or backup channel—but today, it’s the main engine of growth for many.

This trend is especially powerful for retailers, service providers, and even B2B companies offering subscriptions or digital products.

Why E-Commerce Works So Well for SMBs

• It’s always open—sales can come in while you sleep
• You can serve customers beyond your local area
• Setup costs are lower than running a physical store
• Analytics help you improve quickly based on real behavior

More importantly, customers expect to be able to buy online—even from small businesses.

Steps to Strengthen or Launch Your E-Commerce Channel

• Start with a simple, mobile-friendly store using platforms like Shopify, Wix, or WooCommerce
• Make sure your product descriptions and photos are clear and persuasive
• Offer flexible payment and shipping options
• Use email to recover abandoned carts and upsell existing buyers
• Invest in customer service tools to help buyers with questions in real-time

Whether you’re selling physical products, digital services, or bookings, e-commerce can be your most scalable sales channel.

22. 68% of digitally mature SMBs collaborate through digital platforms

Teamwork Is Easier (and Faster) With the Right Tools

Gone are the days of endless email chains and scattered to-do lists. Nearly 70% of digitally mature small businesses use collaboration tools daily to manage projects, share files, and communicate in real time.

And it’s not just about convenience—it’s about efficiency and alignment.

Why Digital Collaboration Tools Matter

• Everyone stays on the same page
• Files and updates are easy to access from anywhere
• You reduce miscommunication and duplicate work
• Project timelines are easier to track

This is especially important for remote or hybrid teams—but even in-office teams benefit from streamlined workflows.

Tools and Tactics to Level Up Your Collaboration

• Use project management tools like Trello, Asana, or ClickUp to organize work
• Set up shared cloud folders (Google Drive, Dropbox) with clear naming structures
• Communicate in real time with Slack or Microsoft Teams to avoid email clutter
• Use shared calendars for deadlines, meetings, and content planning
• Hold short, structured check-ins weekly to stay aligned

Collaboration isn’t just about talking—it’s about working better, together.

23. 35% of SMBs have invested in digital transformation in the past year

Momentum Is Building

More than a third of SMBs have put real money into digital transformation in the last 12 months. That’s a strong sign that awareness is rising and businesses are starting to take action.

This shift often starts small—with one new tool, one upgraded process—but builds fast once results start to show.

What Digital Transformation Usually Looks Like in Year One

• Automating a key process like invoicing or scheduling
• Replacing outdated software with cloud-based tools
• Launching an online store or digital booking system
• Integrating tools to improve data flow

These are the early wins that build confidence and capability.

How to Join the Wave Without Overcommitting

• Set a digital budget—just like you would for marketing or operations
• Pick one priority area: sales, support, internal ops, etc.
• Invest in a tool that gives a fast, visible return
• Document your before-and-after results—track the time, money, or error rate saved
• Use that success to justify further investment

Transformation doesn’t mean replacing everything—it means improving what matters most.

24. 90% of digitally mature SMBs saw resilience benefits during the pandemic

Digital = Adaptability

When COVID hit, digitally prepared businesses pivoted faster. They moved operations online, shifted to remote work, and kept serving customers while others scrambled.

That’s why 9 in 10 digitally mature SMBs report greater resilience during the pandemic.

Digital maturity isn’t just about growth—it’s about survival when things get tough.

The Digital Advantages That Kept Businesses Running

• Remote tools allowed teams to keep working without physical offices
• Online sales replaced in-person revenue
• Automation handled tasks while teams were stretched thin
• Cloud systems kept everything accessible and secure
• Communication platforms maintained team coordination

The ability to shift fast made all the difference.

Building Resilience for the Future

• Keep cloud backups of your critical systems and data
• Maintain flexible work systems for hybrid or remote operations
• Diversify sales channels (online, phone, subscription, etc.)
• Train your team regularly on how to adapt with new tools
• Document emergency procedures and remote workflows

You can’t predict the next crisis—but you can prepare for it.

25. 26% of SMBs plan to invest more in digital tools in the next 12 months

The Shift Is Still Accelerating

A quarter of SMBs are actively planning to deepen their digital investments this year. That means more tools, more automation, better marketing, and more robust systems.

If your competitors are planning to upgrade, and you’re standing still—that gap is going to widen quickly.

What SMBs Are Spending On Next

• Customer support chat tools and automation
• CRM upgrades to manage relationships better
• AI-powered marketing platforms
• E-commerce enhancements like faster checkouts or loyalty systems
• Digital training and onboarding platforms

These aren’t just tools—they’re growth levers.

How to Budget Smart for Digital Growth

• Look at where you lost the most time or sales last year
• Assign a realistic budget to fix that issue digitally
• Explore pricing plans—many tools offer small-team rates or bundles
• Test before you commit. Always try a trial or demo
• Measure the outcome. Every dollar you spend should give back more in time or sales

Digital investments pay off, but only when they’re intentional.

26. 62% of digitally mature SMBs have real-time data access

Make Better Decisions, Faster

When you can see what’s happening in your business as it happens, everything changes. That’s why 62% of digitally mature SMBs have access to real-time data—from sales dashboards to inventory levels, customer activity, and beyond.

You don’t have to wait for weekly reports or guess what’s going on. You can act right now.

Real-Time Data Means Real-Time Control

• You see sales trends as they happen
• Inventory gets reordered before it runs out
• Customer issues are spotted and solved faster
• Campaigns can be adjusted mid-flight, not after they’ve failed

And most importantly, you make decisions with confidence—not hunches.

How to Set Up Real-Time Data Access in Your Business

• Use dashboards from your CRM, e-commerce platform, or marketing tools
• Connect multiple tools with reporting platforms like Google Data Studio or Databox
• Enable notifications or alerts for key metrics (e.g., sales drop, traffic spike)
• Train your team to read and respond to data—not just look at it
• Review daily or weekly dashboards instead of static monthly reports

Knowledge is power—and when it’s instant, it’s a superpower.

27. Only 15% of SMBs have a dedicated digital transformation team

Someone Has to Own the Change

Digital transformation doesn’t happen on its own. It takes vision, planning, and follow-through. But only 15% of SMBs have a person or team fully focused on making digital upgrades happen.

That means most businesses are either winging it—or hoping someone on the side will figure it out.

Why You Need a Champion (Even If It’s Just One Person)

• Someone to manage tools and vendors
• Someone to keep progress moving
• Someone to train the team and gather feedback
• Someone to measure results and report ROI

Without ownership, digital efforts tend to stall.

How to Create a Lean, Effective Digital Team

• Appoint a digital lead—even part-time—to oversee strategy and tool adoption
• Define their responsibilities clearly: research, training, integration, support
• Give them time and budget to explore and implement solutions
• Ask for a monthly report: what’s working, what’s not, what’s next
• Encourage collaboration across departments for input and feedback

If no one owns it, it won’t get done. Give digital transformation a clear owner

28. 57% of SMBs believe digital maturity is critical for competitiveness

Staying Ahead Means Going Digital

More than half of small businesses believe that if they don’t get more digitally advanced, they’ll be left behind. And they’re right.

Today, customers expect fast replies, smooth checkouts, online scheduling, digital support, and personalized service. If you can’t offer that—but your competitors can—you’ll lose.

Digital maturity isn’t just about growth. It’s about keeping your place in the market.

What It Means to Compete Digitally

• Showing up online in searches, social feeds, and marketplaces
• Providing easy, enjoyable digital experiences
• Being faster and more accurate than manual competitors
• Adapting quickly to customer and market shifts

If you’re slow, you’ll get left behind. If you’re clunky, customers will switch.

Building Competitiveness Through Digital Maturity

• Regularly review what your competitors are doing digitally
• Benchmark your own tools and customer experience
• Focus on one upgrade every quarter that improves speed or service
• Ask your customers what digital features they wish you had
• Make digital progress a standing agenda item in team meetings

Being competitive means being ready—for what’s next, not what’s past.

29. 21% of SMBs integrate digital tools with customer service functions

Service Can Be Your Secret Weapon

Only about 1 in 5 SMBs are using digital tools to upgrade their customer service—and that’s a huge opportunity. When customers get fast, helpful support, they come back. They refer friends. They forgive mistakes.

And the right digital tools make great service easy and affordable.

How Digital Tools Improve Customer Service

• Faster response times through live chat or automated replies
• Easier ticket tracking so no issue slips through the cracks
• Integrated customer histories so support reps know the full story
• Self-service options like FAQs, portals, or knowledge bases

Great service doesn’t have to mean more staff. It means smarter systems.

Tools and Tactics to Digitize Your Support

• Use helpdesk software like Zendesk, Help Scout, or Freshdesk
• Add a chatbot to your website to handle common questions instantly
• Use canned responses in email or chat tools to speed up replies
• Centralize support messages from email, chat, and social in one place
• Analyze support trends to spot recurring problems you can fix permanently

Turn support from a cost center into a loyalty engine—with digital tools.

30. 49% of SMBs report that digitalization improved their decision-making process

Clearer, Faster, Smarter Choices

Almost half of small businesses say going digital has helped them make better decisions. And when you think about it, that makes perfect sense.

More visibility, better reporting, real-time updates—these all reduce guesswork and gut decisions.

When you know what’s working, what’s not, and what’s next—you lead with confidence.

What Better Decisions Look Like in Real Life

• You invest in the right marketing channels because you’ve seen the ROI
• You drop unprofitable products after analyzing the numbers
• You adjust staffing based on workload trends
• You price based on demand, not just what feels right

Good decisions compound. Bad ones are costly.

How to Use Digital Tools to Guide Smarter Decisions

• Track key metrics consistently: revenue, cost per lead, churn rate, etc.
• Set up dashboards for quick weekly reviews
• Involve your team—ask what data they need to make better choices
• Use data to support (not replace) your experience and instincts
• Always ask: what does the data say?

The clearer your data, the clearer your path forward.

Conclusion

If you’ve read this far, you’re serious about taking your business to the next level. And here’s the truth—digital maturity isn’t about being perfect. It’s about progress. It’s about choosing tools, systems, and strategies that make your business stronger, faster, and more adaptable.