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ECI Software Solutions, a leader in AI-powered, cloud-based business management software and services, has released its AI Readiness Report: Data, Trends, and Real-World Challenges. The new research shows SMB leaders are bullish on AI, but many are not yet prepared to turn it into measurable outcomes. Based on a survey of more than 550 SMB leaders across the U.S., Canada, and Australia, the report details where AI is being applied first and what is blocking progress.
ECI released its AI Readiness Report based on a survey of 550+ SMB leaders across the U.S., Canada, and Australia.
More than 70% of SMB leaders hold a positive view of AI, but adoption and maturity are uneven.
Nearly 40% of SMBs say they have not yet seen measurable results from AI initiatives.
Data analysis and reporting (60%) is the top AI focus, followed by content creation/marketing (49%) and customer service (42%).
Lack of in-house expertise, data readiness, and clarity on where to begin are the top barriers to adoption.
Labor shortages and operational complexity are accelerating timelines for AI adoption in manufacturing, field service, and distribution.
With labor shortages and operational complexity rising across manufacturing, distribution, and field service, SMBs are looking to AI for relief. However, the research reveals a significant gap between optimism and execution. More than 70 percent of SMB leaders hold a positive view of AI, but adoption and maturity are uneven, and nearly 40 percent say they have not yet seen measurable results from their AI initiatives.
"SMBs aren't asking if AI matters anymore, they're asking how to get results without adding risk," said Brian Winters, Chief Product Officer, ECI Software Solutions. "What this research makes clear is that success depends less on ambition and more on readiness. AI has to fit into existing workflows, work with the data teams already have, and prove value quickly to earn trust."
Among SMBs using or planning to adopt AI, 60 percent identified data analysis and reporting as a top focus, followed by content creation and marketing at an average of 49 percent, customer service at 42 percent, and inventory management at approximately 34 percent. These priorities reflect the need for relief in core operations where labor shortages and complexity are most acutely felt.
The report identifies lack of in-house expertise, data readiness, and clarity on where to begin as the top barriers to adoption. Leaders in manufacturing, field service, and distribution reported heightened urgency driven by labor shortages and ongoing operational challenges, accelerating timelines for AI adoption despite these readiness gaps.
The report provides a data-driven look at how SMBs are adopting AI today, where they see the most immediate value, and what is holding back measurable results. It also clarifies the difference between automation and true AI, offers practical guidance on getting started with targeted use cases, selecting solutions that integrate with existing systems, and adopting AI responsibly.
About ECI Software Solutions
ECI Software Solutions provides AI-powered, cloud-based business software for running small and mid-sized businesses end-to-end. Built by experts in manufacturing, building and construction, field service, and distribution industries, ECI's industry-specific software connects businesses and customers, improving visibility, operational efficiency and profitability. With ECI, businesses seamlessly integrate sales and marketing, business intelligence, CRM, data and analytics, ecommerce, mobile apps and payment processing. With more than 30 years of industry leadership, ECI is trusted by 25,000 customers in more than 90 countries globally.
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