Map your SME processes before using AI: a 60-minute method

You run an SME and, despite your tools (spreadsheets, ERP, CRM…), your operations still feel “paper based”: double entry, manual follow-ups, plenty of checks done by hand. You hear about automation and AI everywhere, but it’s not clear where to start or how to structure the journey.

This article offers a very practical approach: map your business processes in 60 minutes to identify, in a simple way, what can be automated or supported by AI. You don’t need to be technical or know any tool names. The goal is to put your real workflows on paper so you can turn vague ideas into concrete actions.

You’ll discover:

• a step-by-step method to sketch your processes with no jargon,
• a simple visual model to spot automation candidates,
• a before/after example with automation and AI,
• and a ready-to-use checklist to launch a first initiative in your SME.

1. Why mapping your processes should come before AI tools

Most companies are tempted to start with technology: looking for “the best AI tool” or “the right automation platform”. For an SME, this is often the best way to waste time and money.

What separates AI projects that create value from expensive gadgets is not the tool itself. It’s how clear you are on what you want to improve in your daily operations.

1.1. What a simple process map gives you

In a well-run one-hour workshop, you can already:

• See clearly where your time goes: data entry, searches, manual checks.
• Highlight bottlenecks and pain points: overloaded people, slow approvals, missing steps.
• Identify tasks that could be automated: repetitive work, simple rules, frequent errors.
• Align everyone on the real workflow: what truly happens, not just what is written in procedures.

This process map then becomes your foundation to:

• prioritise your first automation use cases,
• estimate potential return on investment,
• brief a vendor or internal team in a simple, business-oriented way.

1.2. A method designed for non-technical leaders

Process mapping doesn’t mean producing a complex diagram. In an SME, a few boxes and arrows on a whiteboard are more than enough.

Focus on four basic elements:

• Who does what? (role or team, not necessarily names)
• In which order? (the main steps, not every micro-detail)
• With which tools or channels? (email, spreadsheet, software, paper…)
• Which decisions are taken? (and based on which simple rules)

From there, it becomes much easier to say: “Here, an automation tool could send the email automatically”, or “Here, an AI assistant could pre-fill this document”.

2. A simple visual model for SME processes

You can use the following visual model to represent a typical SME process. Here is, for instance, a customer request handling process before and after automation.

In many SMEs, this is the reality:

• heavy dependence on one person’s inbox,
• multiple back-and-forth searches to find customer history,
• no consolidated view of open requests,
• follow-ups done “when someone has time”.

Now, here is the same process when you introduce automation + AI.

What changes:

• Emails are automatically classified by type (information request, incident, quote, etc.).
• The customer’s history appears immediately in the CRM.
• An AI assistant proposes a first draft reply, which the team member validates or adjusts.
• Each request is logged automatically with a scheduled follow-up.

The key is not the tool details but the overall logic: cut down on re-typing and dead time so your teams can focus on higher-value interactions.

3. How to map one process in 60 minutes

Here is a simple method to map one process in an hour with your team, no jargon required.

3.1. Step 1: pick a concrete process (10 minutes)

Start with a workflow that:

• happens several times a week,
• involves at least two people or teams,
• regularly causes delays, errors or frustration.

Typical candidates:

• handling incoming requests (customers, suppliers, partners),
• quote and order approval,
• supplier and customer invoice processing,
• onboarding a new customer or employee.

Avoid as a starting point:

• broad “strategic” topics (e.g. “transform our whole customer experience”),
• rare or exceptional processes.

3.2. Step 2: get the right people in the room (10 minutes)

Bring together, for one hour:

• the people who actually execute the process every day,
• the person who takes the key decisions in that workflow,
• optionally, someone from support (admin, finance, sales operations).

Explain clearly:

• the goal is not to “audit” or “judge” anyone’s work,
• but to simplify daily life and remove pain points.

3.3. Step 3: draw the process “as it really happens” (25 minutes)

On a whiteboard or large sheet of paper:

1. Write down the starting point: “What triggers this process?” (e.g. “A customer sends a request”, “An invoice arrives”).
2. List the main steps in order, in simple words: “Read request”, “Enter data in ERP”, “Get approval”, “Send reply”.
3. For each step, add:
   • the role performing the task (sales rep, back office, accountant…),
   • the tool or channel used (email, spreadsheet, system X, paper…),
   • an approximate duration (2 min, 15 min, 1 hour…).
4. Circle in red the places where:
   • people are waiting for approvals,
   • data is entered twice,
   • errors happen often.

This map doesn’t need to be perfect. What matters is highlighting:

• repetitive tasks,
• purely administrative steps,
• unnecessary back-and-forth.

3.4. Step 4: spot automation and AI opportunities (15 minutes)

Now ask a few simple questions about your map:

• Which steps follow clear “if… then…” rules?
  • Example: “If amount < £5,000, auto-approve”. These are great for automation.
• Which tasks are mostly copy/paste between tools?
  • Example: re-typing contact details from an email into a CRM. Good automation candidate.
• Where could AI prepare the work without making the final decision?
  • Example: drafting replies, classifying attachments, generating a summary.

Next to each opportunity, note:

• the average time saved per occurrence (even rough),
• the monthly volume (how many times it happens),
• the risk level (is 1 error out of 100 acceptable?).

You now have a first shortlist of use cases ranked by potential impact.

4. Turning your process map into a first pilot

Mapping is a great start. The next step is to choose a realistic pilot and test it in the field.

4.1. Select a pilot use case

Among the tasks identified, look for:

• a well-defined action (e.g. “automatically create a customer record in the CRM”),
• a steady volume (several times per week),
• limited risk if something goes wrong (easy to correct),
• a measurable before/after (time spent, lead time, error rate).

Avoid as a first pilot:

• sensitive decisions (hiring, firing, credit approval),
• high-stakes legal or regulatory tasks.

4.2. Define the expected outcome in one sentence

State the result with plain language, for example:

• “When a customer submits a form, a record is created in the CRM and a confirmation email is sent automatically.”
• “When a supplier invoice arrives in the inbox, it is captured in the accounting system and routed to the right manager for approval.”

This sentence becomes the core of your mini-spec for a vendor or your internal team.

4.3. Move forward with small iterations

Instead of aiming for a perfect system from day one:

1. Test with a small scope (one team, one customer segment, one invoice type).
2. Measure over 2–4 weeks:
   • average time saved,
   • error reduction,
   • team feedback.
3. Fine-tune the rules (approval thresholds, exceptions, messages).

This incremental approach makes automation and AI manageable and acceptable in an SME, without disrupting your organisation.

5. Practical section: 5-day checklist to map your processes

Use this checklist as a concrete five-day action plan.

5.1. 5-day checklist

Day 1 – Pick the right process

• [ ] List 3 processes that cause issues (delays, errors, overload).
• [ ] For each, estimate frequency, number of people involved, business impact.
• [ ] Choose just one to start with.

Day 2 – Schedule a workshop

• [ ] Invite 2–4 people involved in this process.
• [ ] Block a 1-hour slot in the week.
• [ ] Explain the goal: understand the real flow, not audit performance.

Day 3 – Draw the map

• [ ] Write the start and end points of the process.
• [ ] List the main steps in order.
• [ ] For each step, note: who, with which tool, how long.
• [ ] Highlight friction zones (waiting, double entry, errors).

Day 4 – Identify automation / AI opportunities

• [ ] Look for simple “if… then…” rules.
• [ ] Spot copy/paste work between systems.
• [ ] Identify where AI could prepare the work (sorting, summarising, drafting).
• [ ] Note for each idea: estimated time saved and monthly volume.

Day 5 – Choose a pilot and define the outcome

• [ ] Select 1 low-risk, high-potential use case.
• [ ] Write one clear sentence describing the target behaviour.
• [ ] Decide the pilot scope (team, customer type, period).
• [ ] Prepare a few simple KPIs (time, errors, team satisfaction).

By following this checklist, you’ll have, in less than a week, a clear picture of your automation and AI priorities—before you even look at tools.

Conclusion

By taking one hour to map a key process, you:

• expose the repetitive tasks that consume the most time,
• create a solid foundation for your automation and AI roadmap,
• involve your teams in designing the solutions,
• reduce the risk of picking the wrong tool or project,
• prepare a concrete, measurable and realistic pilot.

AI and automation aren’t reserved for large corporates with big IT departments. With a simple, visual method, an SME leader can quickly move from a feeling of “fog” to a clear, structured action plan.

If you’d like support on this journey, Lyten Agency helps you identify and automate your key business processes. Contact us for a free diagnostic.