Salesforce Report: 93% of Indian SMBs Using AI, Grew Their Revenue

• 85% of India SMBs Are Optimistic About Their Future As They Ramp Up AI Adoption
• New research shows SMBs already see strong results from AI and are laying the groundwork for the new autonomous agent era.

BANGALORE, INDIA — 19th December — Salesforce (NYSE: CRM), the global leader in CRM, today released the new 6th Edition Small & Medium Business Trends Report, sharing insights from 3,350 leaders from small and medium-sized businesses (SMBs) across 26 countries — including 200 from India.

The new report highlights how forward-looking SMBs are using AI to drive growth amid the meteoric rise of autonomous AI agents.

Key insights from the research include:

• SMBs Embrace AI. Globally, 75% of SMBs say they are either experimenting with or have implemented AI, citing benefits to revenue, productivity, and customer experience.
  • 78% of SMBs in India are using or experimenting with AI
  • Top 3 SMB use cases for AI in India: Automated service chatbots, Marketing campaign optimization, and Generate new content
  • 93% of SMBs in India with AI say it increases revenue
  • 41% of SMB leaders in India worry their company will be left behind when it comes to AI
• SMBs Grapple with Growing Tech Complexity. As technology offerings multiply and capabilities expand, SMB leaders face mounting pressure to effectively manage their tech stack.
  • 60% of SMB leaders in India say keeping pace with changing technology is challenging
  • 35% of SMB leaders in India say there isn’t time to master all the tech their company uses
  • 86% of SMBs in India say improving the quality of their data would increase revenue
• Trust Is Paramount in the AI Age. Consumer trust is at its lowest point in years. SMBs are prioritizing reliable partnerships as they navigate a world of security risks and rapid technological change.
  • 91% of SMBs in India would spend more on tech from trusted vendors
  • Top 3 SMB concerns about AI in India: Security concerns, Compliance concerns/Customer distrust of AI (tie), and Poor data quality

Comments on the news:

“AI and agents are reshaping what’s possible across business functions like marketing, sales, service, and commerce,” said Arun Kumar Parameswaran, Managing Director – Sales, Salesforce India. “Small businesses are demonstrating that innovation and growth are not limited by size. By leveraging AI-driven technologies such as autonomous agents, SMBs are unlocking efficient ways to scale—delivering personalized customer experiences and optimizing back-office operations. With solutions like Agentforce, small businesses are not just keeping pace but leading the way, driving productivity, enhancing customer satisfaction, and achieving remarkable revenue growth.” 

Methodology

Salesforce conducted a double-anonymous survey of 3,350 leaders of small and medium-sized businesses between August 3 and September 16, 2024. Respondents were sourced from 26 countries. Additional methodology and survey demographic details can be found in the 6th Edition Report.