Digitalisering av Små och Medelstora Företag : En Modell för AI- och E-handelsbaserad Arbetsflödesautomatisering

This study investigates how small and medium-sized enterprises (SMEs) can adopt digital tools to improve administrative efficiency, using the Swedish, sustainable catering company Sopköket as a case study. The project had four digitalization aspects: Generative AI for email automation, an e-commerce website, API-based invoicing, and a website-integrated AI agent. The main goal was to reduce manual tasks, save resources, and enhance the customer journey. Based on process mapping, staff interviews, and prototypes, a generalizable SME Digitalization Framework was developed. This iterative model consists of four phases: Diagnose & Prioritize, Select & Prototype, Evaluate & Validate, and Scale & Sustain. The framework was based on the outcomes of the case and backed by theories including Lean Management, the Technology Acceptance Model (TAM), and the Resource-Based View (RBV). Digitalization led to reductions in administrative time, resource savings, and more consistent customer interactions. Results indicate that resource-constrained SMEs can achieve digital transformation through accessible technologies. By translating case insights into a structure, this project contributes a roadmap for SME digitalization and a reflection on the impact it has on sustainability.