Air IT Group focuses on automation to drive SME technology growth

Air IT Group has revealed a customer-focused strategy and an omnichannel service platform aimed at helping small and medium-sized enterprises (SMEs) maximise returns from their technology investments.

The company has introduced a new approach that leans into automation as a key part of its strategy, with an emphasis on creating process efficiencies for SMEs facing inflationary pressures and tighter profit margins.

With SMEs comprising more than 99 per cent of the UK's business landscape, Air IT Group's refreshed model seeks to address a gap in technology adoption. Fewer than half of UK SMEs currently use technology as an integral part of their daily operations, a trend Air IT Group aims to change by making automation, artificial intelligence (AI), and cybersecurity more readily accessible.

Brand refresh

The organisation's brand refresh consolidates all business technology services under one roof, with automation and cybersecurity forming the underpinning for operational resilience and competitiveness.

"We've made significant investments in building true in-house expertise across automation, AI and cyber security," said Barney Taylor, CEO of Air IT Group. "Our new brand reflects our evolution as an organisation: building a single intelligent technology stack that gives SMEs the platform they need to grow."

Following a period of expansion through both organic growth and strategic acquisitions, Air IT Group has unified its expertise in cybersecurity, cloud, connectivity, business intelligence, and IT support into an integrated offering. The new strategy seeks to foster a cohesive, personalised and connected experience for its customers.

SME technology adoption

At the start of 2025, over 5.6 million SMEs were operating in the UK, accounting for three-fifths of national employment and approximately half of private sector turnover. Despite widespread agreement that technology is pivotal for growth and productivity, official figures indicate that fewer than half of SMEs have integrated technology into their operations.

Recent research from Google has estimated that AI-powered tools could unlock a GBP £198 billion productivity and growth boost for the UK SME sector. However, according to the British Chamber of Commerce, only one quarter of SMEs are currently using AI in their business processes.

Air IT Group's new approach is designed to make advanced technology solutions more readily available to SMEs, supporting them with strategic partnerships and increased investment in AI, automation, and enhanced customer support, including a newly established omnichannel contact centre.

Lee Johnson, Chief Technology Officer at Air IT Group, commented: "Technology is developing faster than ever, and many businesses risk being left behind as a result. Technology should simplify, not complicate, the way businesses work, by creating smarter and more secure systems that take away the everyday friction of IT and deliver better customer experiences. That's why we are focused on improving service delivery and ensuring that our clients remain at the heart of everything we do. The SME sector's ability to adopt and integrate new technology, including AI and automation, is critical to future productivity and competitiveness in the UK."

Focus on automation

Automation driven by AI now forms the core of Air IT Group's operations, providing an automated self-service system that allows teams to dedicate more time to complex technical issues. Outcomes for clients-including organisations like England Hockey, Wolverhampton Wanderers Football Club, and Virgin Management-have reportedly improved as a result, with over 200 organisations now using its automated self-service IT desk for faster issue resolution.

"Air IT Group's self-service automation platform has streamlined our onboarding and off-boarding process, which has saved us countless hours from manual account creation and manually disabling leaver accounts. In addition, the excellent flexibility of the technology ensures deadlines for new handovers can be met, even in very short notice, so more time can be put into improving our customer satisfaction," stated Harvey Parr, at leading apprenticeship and training provider Babington.

"By embedding automation throughout the organisation, we've fundamentally changed how we work with our customers," added Pete Pendlebury, Chief Automation and AI Officer at Air IT Group. "We now execute more than 161 million actions per month using Robotic Process Automation (RPA), which is more than 60 per second. This frees up our teams to spend more time delivering value to our customers, improving their experience through faster, more consistent service, instantly available 24/7."

SME confidence

Barney Taylor signalled optimism about the direction of SME technology transformation for the year ahead, saying:

"As economic headwinds persist, productivity in the UK will hinge on how fast smaller and medium-sized businesses can modernise. The upside is enormous - when SMEs get the right technology and support, they gain the agility and insight to compete with much larger players in the market. That's why we're doubling down on helping them navigate change with confidence."

The company's refreshed brand identity will now be known as Air IT Group, reflecting its expanded scale and the role acquisitions have played in its development. The new identity is structured around automation, client service, and growth enablement for SMEs across the United Kingdom.