Choose the business problem first
A good starting point is a recurring task with a clear owner, usable information and a result you can measure. If your team spends its day switching between email, WhatsApp and spreadsheets, start by identifying where work waits, gets repeated or depends on someone remembering.
Enquiries need a faster, more consistent response
Bring incoming enquiries into one pipeline, capture requirements and prepare replies using approved business information. Routine follow-ups can be scheduled, while unusual requests go to a person. A useful first measure is the time from an enquiry arriving to a meaningful first response.
Existing customers are difficult to follow up with
Use sales history to identify repeat-purchase patterns, prepare relevant messages and organise reorder or win-back campaigns. Customer permissions, opt-outs and contact frequency matter as much as message relevance. Compare repeat purchases and customer response with the starting point agreed for the pilot.
Repetitive paperwork is taking time from customers
Connect document intake, quotation preparation, invoicing, reminders or reporting around the tools your team already uses. Keep checks where information is uncertain or an action needs approval. Start with a task you can count, such as documents processed or time spent preparing a weekly report.