You're convinced automation can help your business. But you have 15 workflows that could benefit, a limited budget, and the nagging feeling that picking the wrong one could sour the entire initiative.
Here's a framework for making that decision confidently.
The Automation Priority Matrix
Score each potential workflow on two dimensions:
Dimension 1: Impact (1–5)
How much will automating this workflow improve your business?
- 5 — Revenue impact: Directly affects sales, conversions, or cash flow
- 4 — Significant time savings: Frees up 5+ hours/week of skilled staff time
- 3 — Moderate time savings: Frees up 2–5 hours/week
- 2 — Quality improvement: Reduces errors, improves consistency
- 1 — Nice to have: Minor convenience, small efficiency gain
Dimension 2: Feasibility (1–5)
How straightforward is this workflow to automate?
- 5 — Simple and structured: Clear rules, standard tools, predictable process
- 4 — Mostly structured: Some judgment calls, but clear escalation paths
- 3 — Moderately complex: Multiple systems, some exceptions, requires configuration
- 2 — Complex: Many exceptions, requires significant rule definition
- 1 — Highly complex: Requires extensive human judgment, novel situations frequent
The priority zones
Impact 4–5, Feasibility 4–5: Start here. High value, straightforward to implement. This is your first automation.
Impact 4–5, Feasibility 2–3: Plan for later. Worth doing but needs more preparation. Tackle after your first win.
Impact 2–3, Feasibility 4–5: Quick wins. Easy to implement but modest impact. Good second or third projects.
Impact 1–2, Feasibility 1–2: Skip. Not worth the effort right now.
Applying the framework
Let's score some common SME workflows:
| Workflow | Impact | Feasibility | Priority |
|---|---|---|---|
| Lead follow-up | 5 | 5 | Start here |
| Invoice chasing | 4 | 5 | Start here |
| Support ticket triage | 4 | 4 | Start here |
| Customer status updates | 3 | 5 | Quick win |
| Data sync between tools | 3 | 4 | Quick win |
| Weekly reporting | 2 | 5 | Quick win |
| Complex approval workflows | 4 | 2 | Plan for later |
| Custom proposal generation | 5 | 2 | Plan for later |
Your specific scores will differ based on your business, but this gives you a structured starting point.
The tiebreaker questions
If multiple workflows score similarly, use these tiebreakers:
1. Which process causes the most daily frustration?
The workflow that makes your team sigh every morning is the one whose automation will generate the most goodwill. This matters for adoption.
2. Which has the clearest before/after measurement?
Choose a workflow where you can demonstrate clear, quantifiable improvement. "Invoice processing dropped from 8 hours to 30 minutes per week" is a powerful proof point for the next project.
3. Which affects the most people?
A workflow that involves multiple team members or departments has a wider impact. More people experience the improvement, which builds momentum for expansion.
4. Which is closest to revenue?
All else being equal, prioritise workflows closer to revenue generation. Lead follow-up directly affects sales. Internal reporting doesn't.
Common first automations by business type
Based on what typically scores highest for each type:
Service businesses (agencies, consultancies, professional services): → Lead capture and follow-up (almost always the highest-impact first step)
Product businesses (e-commerce, manufacturing, wholesale): → Order processing and customer updates (direct revenue and satisfaction impact)
Trades and field services (plumbing, electrical, maintenance): → Enquiry management and scheduling (stops lead leakage)
Finance and accounting (bookkeeping firms, financial services): → Invoice processing and reconciliation (massive time savings)
Property and facilities (management companies, landlords): → Maintenance request triage (highest-volume manual task)
The decision you shouldn't overthink
Here's the truth: the perfect first automation matters less than having a first automation. The biggest risk isn't picking the wrong workflow. It's analysis paralysis that means you pick nothing.
If a workflow scores at least 4 on both impact and feasibility, it's a good candidate. Just pick one and start. You'll learn from the first project, and that learning makes every subsequent project better.
After the first automation
Once your first workflow is stable (typically 4–6 weeks after deployment), review the results:
- What worked well?
- What was harder than expected?
- What did you learn about your processes?
- Which workflow should come next?
The second automation is always faster and easier than the first. You know the process. Your team trusts it. The hardest part is already behind you.
Making the call
If you're still unsure which workflow to prioritise, that's exactly what our Fit Test is designed for. In 60 seconds, it assesses your business and recommends the highest-impact starting point based on your specific situation.
No commitment. No sales pressure. Just a clear recommendation backed by data from hundreds of SME automation projects.