A digital-first strategy
In addition to establishing an ecommerce presence, many companies are also moving their business online.
83% of SMBs in the report have at least some operations online. Of these, 95% moved a portion of operations online in the past year. Nearly three-quarters of SMBs surveyed also expanded their online presence over the past year, via avenues like social media, establishing a website or email marketing.
Most SMBs are looking towards further digitisation by accelerating technology investments. The primary motivations are boosting data security, increasing productivity and improving business agility.
Growing SMBs (around three in five) are also likely to leverage technologies like customer service software ecommerce software and project collaboration tools. In particular, collaboration tools have seen the largest increase in adoption over the past six months.
One such collaboration tool that companies can utilise is Microsoft Teams, part of Microsoft 365. Tailored towards remote working, it facilitates group interactions via e-messaging, video conferencing, voice calls and co-editing documents.
Long-term changes from the pandemic
Some long-term changes are likely to continue beyond 2022. For example, the inclusion of contactless services. The majority of SMBs (79%) plan to offer this permanently, especially those in the technology, retail and consumer goods industries.
According to a new report by Visa, more than two third of customers also indicated they would switch to business offering contactless payment options, with over three quarters saying they have changed how they pay because of the pandemic.
Planning and HR practices are set to change permanently as well, according to Salesforce’s report. In August 2020, only 30% of SMBs engaged in scenario planning. In 2021, 70% have created scenario plans to prepare for future crises.
SMB operations will be impacted by the new remote working era as well. More than two in five SMBs plan to have employees working remotely at least half the time, with those in the technology and professional & business services industry more likely to embrace remote work.