Q&A Consultant Kerrianne Gauld: How to use digital tech to fuel business growth

Bath-based strategy and growth consultant Kerrianne Gauld has worked with IT systems since the early days of personal computing. She has seen many shifts in what technology can – and should – do for a business. Much of her career has been spent researching new technologies, analysing business systems, and translating that into practical solutions that enable growth. So, what advice does she offer to small businesses seeking to harness digital technology to fuel their growth?

KG: “I set up Conation in 2009, after working in professional services, venture capital and industry, for Price Waterhouse, Smith & Williamson and others. I now work with founders and small leadership teams as a fractional chief of staff or interim consultant. I help them with the one-off projects that come with growth, looking at how the business runs day to day to work out what's really getting in the way, and developing a practical plan. Through the Tech Adoption for Growth programme, much of my work involves helping small businesses choose the right technology for where they are now, and where they want to go.”

KG: “Most of my Tech Adoption for Growth projects have been for small and early-stage businesses across Bristol, Bath and the wider West of England, ranging from sole traders to established companies turning over a couple of million pounds. Through the programme I've worked across a range of sectors, including an events company, a renewable energy installer, a specialist repair service, a bespoke cabinet maker and a community regeneration project.”

KG: “They're very different, but they’re all faced with the same important question: 'We've outgrown the way we do things, so what comes next?' Some are looking for a solution, others are looking for direction, but all of them want to feel fully informed about their options, so they can make the right choices for their business.”

KG: “Small businesses rarely struggle to grow through lack of effort. More often, the owner is doing everything, and there's no time left to work on the business rather than in it. Ways of working that were fine with five customers start to creak when you get to 50. Information ends up stored across spreadsheets, inboxes and people's heads, and it gets harder to see which work is actually making money.

“Few business owners have the time to explore how technology could help them work smarter – and that alone can hold back their growth. Plenty of small businesses grow, but growth tends to stall at the point where the old way of working can't keep up. Spotting that point early makes a big difference.”

KG: “Technology won't write a growth strategy for you, but the right tools free up your time, and give you the information you need to make good decisions. That might mean one place to see your jobs, costs and margins, or automating the admin that eats into your evenings. The important word is ‘right’. The option with the most features is rarely the best fit for a small business. What matters is something that suits how you work today and can grow with you.

“One of my Tech Adoption for Growth projects recommended a set of connected tools to automate recurring admin and bring all the key customer information into one place. The aim was to let the owner share job details with the engineers without digging through their inbox and calendar, so he could delegate more easily and spend their time on the bigger decisions.”

KG: “I've been helping businesses decide which technology will make the biggest difference. Each project follows the same approach: I spend time understanding how the business runs and where the pressure points are; I research and compare the platforms that could help; and I write a clear recommendation report the owner can action.
 
“That has included job management and accounting set-ups for a trade business, project and margin tracking for an events company, and booking and repair systems for a specialist service business. The final decision on what to implement always stays with the owner. My role is to do the legwork and give them an independent view.

“No two businesses are the same, so neither are the recommendations. I look at the budget, the level of technical confidence in the team, and the hardware and software already in place, then dig into where the real pinch points are. The aim is to find a solution that fits how the business actually works, with the least disruption to put it in place, and the biggest difference once it's running.”

KG: “Not every project ends with a list of new systems to buy. Sometimes a business needs to know it's on the right track and not just following a trend. One company wanted to be sure they were exactly where they thought they were with AI adoption. Emerging technologies change so quickly that what you can do today might not be what you can do tomorrow. They wanted an objective view that they were embracing change in a way that suited their circumstances.”

KG: “Most business owners know when something isn't working, but few have the time to research dozens of options, and it's hard to get an impartial view when every supplier says theirs is the answer. Sometimes it's not about replacing the systems you already have. It can be as simple as upgrading to a tier with the extra functionality you need or automating some manual steps to keep systems up to date and your data reliable.

“Tech Adoption for Growth gives businesses independent, expert support to help them make decisions with confidence and avoid costly mistakes. It can be particularly valuable for established businesses with a team and several systems already in play. The more people, customers and data you have, the more a poorly connected set-up costs you, and the bigger the difference the right decision makes.

"I'd recommend Tech Adoption for Growth to any business that feels it's outgrowing its current way of working. You don't need to know what technology you need before you get in touch. Working that out is what the programme is for.”

Tech Adoption for Growth is a government-funded programme offering free, practical support to help small businesses in Bristol and North Somerset, Bath and North East Somerset, South Gloucestershire, and Swindon and Wiltshire gain far greater value from digital tools and technology so they can succeed and grow. Businesses are randomly allocated either one-to-one expert tech consultancy support or the opportunity to take part in expert-led tech-themed workshops. To apply, fill out this simple form and we’ll contact you.