Business programme
Start-Up, Scale-Up by Lloyds Bank Academy
Digital tools and technology
Explore different types of digital tools and find out how these can help your business.
Introduction to 'Digital tools and technology'
In today’s technology-driven world, digital tools are essential for businesses that want to grow, compete and thrive. Whether it’s managing finances, reaching new customers, or improving day-to-day operations, the right tools can offer powerful ways to help you save time, reduce costs and make more informed decisions. But with so many different tools out there, how do you even start to work out which ones will be right for your business?
In this lesson, we’ll look at how these tools can be applied to real-world business requirements. You’ll learn what to look for and how to choose technology that meets your business needs – and your budget.
What you'll learn
- The different types of digital tools and what they can bring to your business.
- How to decide which tools to use.
- Where to explore these tools further.
How long it takes
16 minutes
Digital and your business
Chapter 1
How long it takes
2 minutes
Your business goals and needs
If you’re running a business, you’re likely to already have clear business goals. You might already have digital tools in place to support these. Or maybe the tools you have aren’t actively helping you achieve your goals. Or worse, they’re holding you back. Picking the right tools – whether digital or not – should always start with the question ‘will this help move my business towards where I want it to be?’
Want to create or refresh those business goals? Head over to our Create your business strategy lesson for tips and guidance on how to do this.
What can digital do for your business?
Beyond those long-term goals, think about what you want for your business. Do you want to expand your market reach? Maybe you’re keen to improve your delivery process. Or find ways to provide the best customer experience. Whatever your needs, there are tools and technology that can help.
The Royal Victoria Hotel
The hotel used digital marketing to drive a 50% increase in direct bookings.
A Discerning Life
This therapy practice used online channels to reach more clients - now they're fully booked with a waiting list.
MattressNextDay
An AI chatbot links to their website, email and social channels, saving them 400 hours each month.
Activity
Spend a few minutes thinking about the areas of your business that you’d like to improve. This could be in terms of time or money saved, sources of extra revenue or improvements to the way the business works day-to-day.
Write these down – this will help you spot tools that could help, as you read through the following chapters.
Refining your needs in a world of choice
We’re about to explore a range of different tools, platforms and technologies. You’re likely to see many that could help your business. But it’s unrealistic to think you can employ every one of those. You’re working to a budget. Plus, too many different tools can make your life much more complicated. You need technology to work for you. That means helping your business move forward, in a simple and cost-effective way.
It’s okay to start with a longer list of possible tools. Later, you can start to refine this list, prioritising the ones that really will earn their cost.
Getting started
Chapter 2
How long it takes
2 minutes
The types of tools
Let’s look at some of the common types of tools. We’ve put them into two groups: multi-use tools and those that help with specific business needs/areas.
Multi-use tools
Automation
These tools handle repetitive tasks for you. Like sending emails, managing invoices or updating customer records. They can save time, improve consistency and free up your time, so you can focus on more complex or important business activities.
Artificial Intelligence (AI)
AI tools perform tasks that typically need human intelligence, using skills like learning, problem-solving and decision-making. It can help your business save time, reduce costs and provide valuable insights on trends, markets and customers. Want to find out more about this technology and how to use it safely? See our Why use AI? Lesson.
Cloud
Cloud technology stores data and runs software over the internet, instead of on a local computer. It can create efficiency for your business, by enabling ‘anytime, anywhere’ access to files, cutting hardware costs and helping collaboration. If you’d like to know more, check out our lesson Save time and money with Cloud.
Chatbots and virtual assistants
These tools can automatically respond to customer questions and handle simple tasks. You can embed them in your website or app, to provide 24/7 customer support.
Website tools
This covers a range of tools, from website builders and e-commerce platforms to web analytics tools and those to help with making your website and other digital content more accessible. You’ll find lessons on all these topics in our Website and digital channels area.
Tools for specific needs/areas of your business
Collaboration
These aim to improve communication and teamwork.
Productivity
These help you manage tasks and projects.
Marketplaces and social selling
These can help you sell online and improve your sales processes.
Security
These aim to keep your business safe.
Analytics
These can give you insights into customer behaviour and market trends.
Customer relationship management (CRM)
These tools can help you manage and better serve your customers.
Finance tools
These can help you budget, manage your cash flow and make financial decisions.
How these tools work together
When you start to look at a particular tool or platform, you might see that it matches the description of more than one of those we’ve listed in this chapter. There’s often some overlap between them.
For instance, many of the need-specific tools have features in them that use the multi-use technology. Like cloud-based collaboration platforms, or finance tools that have built-in automation. You’ll see more examples of this in the next chapter.
How can these tools help?
Chapter 3
How long it takes
8 minutes
Business challenges that digital tools can help with
Let’s look now at some common business challenges and needs that using digital tools and technology may be able to help with.
Select each one to find how tools can help you to:
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Specific tools like email, instant messaging platforms and video calling tools (often included in wider Productivity tools) can help when you want to communicate in the moment on tasks. You can use them with others within your organisation, or with suppliers, partners or other third parties.
Social media platforms help businesses communicate with customers.
Want to learn more? We have lessons to help you develop a social strategy, get started with social media and create content for those social sites.
Chatbots and virtual assistants can simulate human conversations, for instance in customer service, support and engagement. Use them to answer FAQs, guide users through a process or respond to simple requests.
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Analytics tools like Google Analytics, Meta Insights and SEMrush give you data on customer behaviour and market trends. They can show you what’s happening on your website and social sites.
Specifically, these tools can help you:
Understand your customers
Using analytics you can get to know your customers and how they connect with you online. This can help you can make more informed decisions across your business.
Focus your marketing efforts
See what people search for to get to your site. This can help you target your marketing more effectively. It could also save you money, as you’ll be able to focus your efforts on the areas that have impact.
Get alerts
Analytics tools can alert you to issues.
For example, Google’s free Search Console will tell you if your site has gone down or has been hacked.
Understand trends
Looking to understand trends better? Analytics tools can help you with this too. Free tools like AnswerSocrates or Answer the Public tell you the most talked about topics in your sector right now. This can help you create content.
More on this topic
Our Web analytics lesson tells you more about analytics tools and how to get started with them.
Productivity tools often provide analytics features. This can give you insights into your team's performance. Look for chatbots and other AI features that make it easier for you to get the information you need, in the format you want.
For instance, time-tracking tools like Harvest, Toggl Track or Asana can generate reports that show how teams are spending their time. This can help you spot areas for improvement and optimise workflows.
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Cloud platforms like Microsoft 365 and Google Workspace help teams share and edit documents, allowing live collaboration. This can reduce version control issues and speed up the editing process.
Plus, stand-alone communication tools like Zoom for video calls and Slack (a messaging app that works on mobile devices and laptops) can help you keep in touch with your team, your suppliers and your partners.
These tools can help you by:
Reducing travel costs.
Recording calls to refer back to details.
Reducing the need for email exchanges.
More on this topic
Our Online tools for team collaboration lesson tells you more about these tools, with tips and ideas on how to get the most out of them.
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Chatbots or automated replies can handle common questions quickly, improving customer satisfaction.
CRM tools like HubSpot, Salesforce and Zoho help you manage your customer relationships, bringing data on your customers together all in one place.
These tools can help you:
Simplify sales and marketing processes
CRMs can create receipts for customers, help them track their items, and show you the steps they took to purchase. This helps to create a smoother shopping process.
Manage relationships
Using a CRM means that you can keep customer data in a safe, central place. You can also track all the interactions you’ve had with each customer. This helps you tailor their experience without them having to ask or repeat information.
Keep your customers
CRMs can help retention.
These systems flag customers who haven’t shopped with you in a while. This means you can reach out to them.
More on this topic
Our Relationship management tools lesson tells you more about CRM tools and how they can help your business.
AI tools can help here, too. Some CRMs incorporate AI features.
These include:
Predictive analysis
Using historical customer data to forecast future behaviour.
Customer insights
Processing large volumes of data from calls, emails and other interactions to spot patterns.
Personalisation at scale
Helping to tailor experiences for each customer, to improve engagement and conversion rates.
Chatbots and virtual assistants
Built into the CRM systems to handle a range of customer interactions, 24/7.
Natural Language Processing (NLP)
AI understands human language from emails, chat and call transcripts.
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Automation tools can schedule social media posts or send targeted emails automatically, helping reach more customers with less effort.
Social media platforms help businesses promote their products and services.
Analytics tools can highlight customer likes and market trends, helping you to focus on promoting your goods and services in a way that appeals most to your target audience.
Website tools can help here, too. Specifically, those that perform Search Engine Optimisation (SEO) like Google Search Console and SEMrush, plus online advertising platforms like Microsoft Advertising and Google Ads.
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Website builders and e-commerce tools can help you create an online shop, selling 24/7.
Online marketplaces like Amazon, Etsy, eBay and Facebook Marketplace are ready-built platforms where where you can sell your products or list your services.
Some benefits of these marketplaces are:
Speed of setup
They're quick to set up as you usually don’t need any existing platforms.
Visibility and reach
They often have a large audience of potential customers.
Selling tools
They often include a range of tools to help you sell. This can help you to manage payment and sales processes. It can also improve customer experience by using their tracking and returns features.
Easier to maintain
Using these platforms can be simpler than managing your own platform.
Updates to security
As this is part of the platform, it simplifies this for you. Always check that you're happy with the level of security before you use.
Marketing
Some offer options to advertise and help people see what you’re selling more easily.
Familiarity
Customers already know these platforms. Their comfort and their reviews on these platforms can help improve their experience and your reputation.
Thinking of using online marketplaces?
Alongside the time and cost considerations, it’s a good idea to look at:
Competition
These platforms can be competitive, as many businesses sell on them. You might find yourself in a price war that cheapens your product.
Check who is selling on each platform and what their prices are. Some marketplaces are popular with sellers. So think about how to make your business stand out.Your reputation
For your customers, not all selling platforms are equal. Make sure the site you select reflects your brand. Consider your target market and where they want to shop.
Think about how you want to sell. Make sure you pick a supplier who reflects the value of your business.
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Automation can help track stock levels and reorder supplies to prevent shortages or overstocking.
Productivity tools like Trello, Monday.com and Asana allow your team to create and track tasks. They use AI to automate workflows, create documents and suggest ways to improve efficiency. This helps make sure that everyone is aligned and can complete tasks on time.
Project management tools like Trello and Microsoft Project can help assign tasks to team members. Some can do this automatically based on their roles and deadlines. This reduces the need to assign tasks manually.
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Automating jobs like invoicing and payroll frees up time so staff can focus on more complex queries and tasks.
If your customers are paying online, check out our Receive online payments lesson.
Want to find out more about the software and tools you need for Making Tax Digital? Our Business Taxes lesson can help.
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Security tools like antivirus software, firewalls and two-factor authentication all work to protect your business, your data and your customers.
They help you:
Protect your devices and networks
Antivirus software like Norton, McAfee and Bitdefender protect your device from viruses that try to steal your data. You may have this kind of protection already built into your device or as part of another software package, like Microsoft Defender and Apple’s XProtect.
Firewalls such as ThreatLocker and Sophos protect your network from unauthorised access.
Virtual Private Networks (VPNs) give you and your team a secure way to get online and access your systems, wherever they are.
Keep personal details secure
Password managers like such as LastPass or KeePass (or built-in options like Google Password Manager, Apple Passwords and Microsoft’s password tool in its Edge browser) can save you having to think of and remember strong passwords for each of your systems and accounts.
Two-factor authentication tools like Authy, Google Authenticator and Microsoft Authenticator give you extra protection when you log into websites or digital tools.
Back up your data
Cloud services let you store and back up your data online, so you can recover files and data even if you experience a cyber attack or your hardware fails.
Examples include Microsoft OneDrive, Google Drive and Apple’s iCloud Drive.
Prevent accidental data loss
Data loss prevention (DLP) tools like Microsoft Purview DLP, Google’s Sensitive Data Protection and Endpoint Protector can help.
They monitor and stop sensitive information (like customer data or financial details) from being shared accidentally.
Be aware
There are many security tools available. There are also companies that will offer tools that offer all these protections.
It’s important you do your own research. Focus on the needs of your business – what devices and data need protection, and the kind of risk involved.
Analytics tools can alert you to issues – for instance, Google’s free Search Console will tell you if your site has gone down or been hacked.
Picking your tools
Chapter 4
How long it takes
3 minutes
What to think about
There’s no right number of tools. You should consider your business’s unique needs. Taking on too many tools at the same time could be confusing and costly. Not having all the tools you need can equally become an issue.
To get the right mix for you, be clear on what you need to achieve. The best way to do this is by looking at your business goals. There are also a few general things to consider, no matter which tools you decide to use, or how many.
Think about:
Your industry
If others in your industry use a tool, it may mean it will work for your business too. It suggests the tool is well suited to the nature of your business. This might not work every time, but it’s one way to start your research.
Ease of use
You need to find the right balance between ease of use and what the tool needs to achieve for you.
Think about the time and cost of training.
Compliance
The tools you use and the processes around them need to be compliant. Think about laws, regulations and data protection.
Sustainability
Think about your ability to keep the tool running long term. You should also think about the environmental impact.
Compatibility
Will the tool work with your existing systems and processes – like your emails, your website and other systems? If not, what other work will you need to do?
Sometimes, picking multiple tools that form part of a larger suite can help solve compatibility issues up front. For example, Teams, Word, Excel and PowerPoint are all part of the Microsoft 365 suite of apps. This means they are made to work together.
Check too, that you’re buying a tool that will work on all your devices. Read the system requirements before you buy any software.
Will the tool work with your existing systems and processes – like your emails, your website and other systems? If not, what other work will you need to do?
Sometimes, picking multiple tools that form part of a larger suite can help solve compatibility issues up front. For example, Teams, Word, Excel and PowerPoint are all part of the Microsoft 365 suite of apps. This means they are made to work together. Similarly, Google tools like Docs, Sheets and Slides are made to work together.
Cost
Balancing cost and impact will be one of the main things you need to think about. Think about your goals and the short and long-term costs.
Consider both the upfront and ongoing costs of the tools you select. It may be that you get a free trial but you still need to think about the long-term cost.
It’s a good idea to factor in the time investment, too. How long will it take you to set up/launch the tool for your business? What about the time it takes for you and your team to learn how to use it? Don’t forget the ongoing time costs, too. Think about time spent updating data, content or simply managing the tool.
Balancing cost and impact will be one of the main things you need to think about. Think about your goals and the short and long-term costs.
Consider both the upfront and ongoing costs of the tools you select. It may be that you get a free trial but you still need to think about the long-term cost.
It’s a good idea to factor in the time investment, too. How long will it take you to set up/launch the tool for your business? What about the time it takes for you and your team to learn how to use it? Don’t forget the ongoing time costs, too. Think about time spent updating data, content or simply managing the tool.
Remember
The most important thing to think about is what the tools can achieve for your goals and your customers.
Your next steps
Chapter 5
How long it takes
1 minute
Building your list of tools
In this lesson, you’ve seen the types of tools available and some common business problems that they can help solve. We’ve also given you some tips on what to ask yourself when you’re researching these tools and working out which ones to use.
Activity
Now, it’s time to do some research. Think about your business needs and goals and what each tool can help you achieve.
Know anyone who’s already using the type of tool you’re looking at? Ask them about their experiences, too.
Once you have your list
Now it’s time to look at your own ‘possible’ list of solutions and start to prioritise them. You’ll be thinking about which tools can have maximum impact and why, rather than using every tool that can help your business.
Our Create a digital plan lesson will help you do that. It starts with your tools list, alongside your business strategy. Then it guides you step-by-step through putting together a practical plan to implement your digital solutions.
Want to learn more?
Using technology to grow your business
Related learning
Create your business strategy
Create a digital plan
Stay safe online
Workplace productivity tools and skills
Marketing, website and digital channels
Lloyds Bank Academy is committed to providing information in a way that is accessible and useful for our users. This information, however, is not in any way intended to amount to authority or advice on which reliance should be placed. You should seek professional advice as appropriate and required. Any sites, products or services named in this module are just examples of what's available. Lloyds Bank does not endorse the services they provide. The information in this module was last updated on 23rd June 2026.