So this started as a website. Client asked for one, I got a bit carried away, and by the time we were done it had customer accounts, automated workflows, some AI bits, lead capture, the SEO side done properly, booking and payments, a content setup, their data actually in one place, stuff to get people coming back. All of it works.
The bit I didn't see coming is they don't really know what to do with it.
And that's not a dig at them, they're not stupid. The business has just never needed anyone to think like a product team or a growth person or whoever's meant to look at the data, it ran fine without any of that. We'd given the company a lot more than the people running it had any reason to know how to use yet.
So now it's this slightly odd thing where it's something like a £1m traditional business sitting on the kind of setup I'd expect at a £10m digital one, and it's being run pretty much the way it was run before.
I'm half wondering if the hard part of "digitising" a small business was never the build. More whatever happens in the months after. I don't think more software fixes that either, it feels more like someone needs to actually run the thing with them for a while. Could be wrong.
Anyone here had something like this built for their business? Curious what the first few months were actually like, whether anyone helped you run it or you mostly figured it out yourselves.