Growth SMEs: AI Business Services
Business Services SME (Zimbabwe): AI that Sped Up Business Services
Confidentiality Notice
To honour the non-disclosure agreements we sign with every client, we have anonymised company names and any uniquely identifying details in the case studies that follow. All results, metrics, and implementation insights are real. Only the identities are withheld to protect our clients’ confidentiality.
The Client
A Zimbabwean business services SME that streamlines company registration, tax clearance and other business services for new and growing businesses. The engagement began on 04 January 2025 with XcellentAI as the consulting partner.
The Challenge
The client faced several operational bottlenecks:
- Website converted under 2%, with most clients arriving via commission-based agents
- Research for unfamiliar sectors took 2–3 days before any work began
- Standard registrations ran 3–7 days with frequent registrar rejections
- Social media usage was infrequent and unstructured
- Inbound inquiries repeated the same FAQs
Impact: Slow decision cycles, low direct acquisition, and avoidable back-and-forth on requirements.
Objectives
What XcellentAI Built
AI Website Chatbot (24/7)
Answers FAQs and guides prospects through company registration and tax clearance, reducing drop-offs and handling repeat queries.
Name-Search Assistant
Suggests compliant, alternative business names aligned to registrar conventions, cutting avoidable rejections.
Industry-Requirements Generator
Surfaces common requirements for unfamiliar sectors from past cases, speeding guidance.
Premium AI Research & Doc Prep
Perplexity, Gemini and ChatGPT subscriptions for quicker policy lookups; AI-assisted document preparation and compliance checks.
Lead Gen & Nurture Automation
Targeted campaigns with AI-driven segmentation and automated, personalized follow-ups.
Results & Impact (6 Months)
Operational Efficiency: Fewer registrar-name rejections and less back-and-forth on requirements thanks to AI-assisted name checks and sector templates.
Implementation Approach
Phase 1 - Quick Wins
Deploy chatbot + FAQ flows
Phase 2 - Back-Office Acceleration
Roll out Name-Search Assistant and Requirements Generator; enable AI-assisted research
Phase 3 - Demand Engine
Launch segmented campaigns and automated nurture sequences
Phase 4 - Iterate & Scale
Track conversions, refine flows, and expand automations
Tech & Integrations
Why It Worked
Clear Targets
Tied to real bottlenecks: conversion, research, turnaround, direct acquisition
Embedded Automations
Integrated where work happens: website, research, campaigns
Pragmatic Roadmap
Fast wins, measurable tracking, modest budget, iterative scaling
What's Next
Together with the client, we're extending the roadmap to deepen automation in intake → document prep → submission, and continuously optimize campaigns based on analytics insights.
Confidentiality Notice
The information contained in this case study is confidential and intended solely for the use of XcellentAI and its client. Unauthorized dissemination, distribution, or copying is strictly prohibited.
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