Your Career. Our Priority.
Automation is a term that gets used a lot in business conversations, often without a clear understanding of what it really means. For some, it’s AI. For others, it’s workflows, systems, dashboards or ‘something technical’ that feels complicated, expensive or out of reach.
But automation doesn’t have to mean machines replacing people or massive digital transformation projects. In fact, when used correctly, automation is about one simple thing: helping people do their jobs better, faster and with less frustration.
Over the past 12 months, the team at EMA have taken a practical approach to automation, and the results speak for themselves. By streamlining processes across all departments, we’ve saved 1,458 hours per year, equating to an annual cost saving of £17,802.
To understand how this was achieved, and what other SMEs can learn from it, we sat down with our Managing Director, Tracey Mosley, to talk about the reality of automation in a growing business.
Rather than focusing on one big system, we implemented automation gradually across every department, from finance and marketing to recruitment, delivery, sales and HR.
One of the biggest impacts came from automating initial candidate applications. Previously, applications would sit in inboxes waiting for a human response, slowing down the process and creating unnecessary admin. Now, applicants receive an automatic response outlining next steps, allowing them to progress immediately.
By the time a member of staff reviews the application, the data-gathering stage is already complete. This means teams can focus on progressing applications instead of chasing information.
Automation has also played a key role in safeguarding and wellbeing. When a learner is absent without prior notice, a form is completed and automatically sent to the trainer and employer. This removes delays, reduces risk and ensures apprentices are located more quickly for their own safety – all without additional admin.
Tracey explains, automation removes the need for people to “go looking” for information, phone numbers or contacts. Everything goes to the right place, instantly.
One of the biggest concerns for business leaders is whether automation creates a cold, impersonal experience. According to Tracey, “the key is balance”.
Automation supports data gathering and early-stage processes, but human interaction remains central to customer service. For example, many enquiries come in outside working hours, often from people juggling full-time jobs. Previously, they may have waited days for a response. Now, they receive immediate guidance and next steps, even if they enquire on a Saturday morning.
This keeps people engaged while they’re motivated and “in the zone”, improving customer experience without removing the human element later in the journey.
No. It’s about removing the parts of a role that don’t need a human touch.
Admin-heavy and data-intensive tasks are often the reason people feel overstretched or unable to do their job to the standard they’d like. Automation handles those early, repetitive stages, freeing employees to focus on the work that actually adds value.
Rather than implementing technology for the sake of it, we started by reviewing Standard Operating Procedures (SOPs) and processes across all departments.
Spending time with each department and sitting with them to:
By involving staff and managers from the start, automation became something that supported everyone, not something forced upon them.
One of the most significant time savings came from implementing Power BI.
“Previously, I spent so long, literally days, trying to pull data from here, there and everywhere to be able to put it on a report. But I spent that long doing the report that I couldn’t actually sit back, reflect on the report and look at what the data was telling me, and I think a lot of people feel like this. You get to a point where you’re so glad you’ve got something to put together that you don’t sit and reflect on it and evaluate it.”
Now, data updates automatically each month. Instead of chasing numbers, Tracey can focus on reflection, analysis and strategic decision-making, and “that was huge for me”.
Power BI provides instant visibility on:
This shift from reporting to insight has transformed decision-making across the business.
The introduction of automation has resulted in:
Whether you’re an SME looking to grow, improve efficiency or reduce pressure on your team, automation doesn’t have to be complicated or expensive. Often, the biggest wins come from making small, smart changes using tools you may already have.
Have you thought about bringing automation into your business? Get in touch and let’s help you make a start today.
