91% of SMBs Report Revenue Growth with AI, Says Salesforce

A recent Salesforce survey reveals that 91% of small and medium businesses (SMBs) leveraging artificial intelligence (AI) report increased revenue. The global study, which surveyed 3,350 SMB leaders, highlights how businesses are embracing AI to drive growth as autonomous AI agents gain traction in the market.

The findings align with an earlier August 2024 Slack study that uncovered significant time losses due to technology inefficiencies in SMBs, pointing to a growing need for AI solutions that enhance productivity. Companies like reMarkable, a Norwegian paper tablet scale-up, are leading the way by adopting Salesforce’s Agentforce to manage soaring customer service demands. By combining proactive AI tools with human intervention for complex inquiries, reMarkable has scaled its operations while maintaining quality and efficiency.

Salesforce executive Kris Billmaier noted that SMBs are increasingly leveraging AI to transform marketing, sales, service, and commerce. Many SMBs are seeing tangible benefits, encouraging further investments. Growing businesses are leading the charge, with 83% actively adopting AI compared to their stagnant counterparts.

The study found that 78% of growing SMBs plan to increase AI investment in the coming year. This contrasts sharply with declining businesses, where only 55% intend to do the same. The difference lies in priorities—growing SMBs focus on customer experience and technology, while stagnant SMBs emphasize customer acquisition.

AI is proving to be a game-changer, with 78% of SMBs describing it as transformative for their operations. SMBs report enhanced margins and efficiency, leveraging AI for marketing optimization, content creation, personalized customer recommendations, and automated service solutions. These tools are also enabling faster case resolutions, personalized sales outreach, and improved marketing conversion rates.

The research highlights the importance of a strong data foundation, integrated systems, and trusted vendors for SMBs adopting AI. Businesses with integrated tech stacks and robust data management see better outcomes, positioning themselves for the next phase of AI development. Autonomous AI agents, like Salesforce’s Agentforce, promise to further revolutionize SMB operations by automating complex tasks and scaling workforce capabilities cost-effectively.

SMBs embracing AI today are not only driving immediate results but also building a foundation for long-term growth, ensuring they remain competitive in an increasingly AI-driven market.