People visit. Too few enquire.
Your offer is hard to find, the next step is unclear, and nobody knows which visits become real opportunities.
AI SERVICES · BUILT FOR SMEs
Be found.
Win the customer.
Keep them.
Your website, marketing and customer service should move your business in the same direction.
We bring them together with practical AI, connected data and human expertise—so every enquiry has a next step, every team has the context, and every investment has a measure.
Clear scope. Named owners. Evidence at every milestone.
One journey. Three connected outcomes.
01ATTRACT
Marketing & social
- Search & campaigns
- Social publishing
- Audience testing
02CONVERT
Website & follow-up
- Service pages & forms
- Lead capture & routing
- CRM follow-up
03RETAIN
AI customer service
- Approved answers
- Human handoff
- Resolution tracking
Shared customer contextConnected records. Clear ownership.
CRMContentKnowledgeAnalytics
Baseline → Target → Review → Improve
Designed for growing businessesWorks with your existing systemsBuilt to run after launch
THE BUSINESS PROBLEM
You have the tools.
Where is the momentum?
A good-looking website cannot fix a missed enquiry. More traffic cannot fix poor follow-up. A fast chatbot cannot fix the wrong answer. Growth depends on what happens between the tools.
Good leads go quiet.
Campaigns, inboxes and customer records live apart. Follow-up depends on somebody remembering.
The same questions, every day.
Your team repeats answers, searches for context and switches systems while customers wait.
The opportunity: make the whole customer journey easier to find, easier to act on and easier to manage.
A CONNECTED CUSTOMER JOURNEY
From first click to the next conversation.
Follow a typical enquiry through the system. At each handoff, the right information moves forward and a named person owns the next action.
ILLUSTRATIVE WORKFLOW
A customer finds a useful answer.
A search result, social post or paid campaign leads to useful content and a clear next step. AI helps research, draft and adapt the message; a person validates the facts, offer and channel fit.
“Can you help a business like mine?” → A relevant service page, a useful answer and a clear enquiry route.
- SYSTEMS INVOLVED
- Search, social and advertising platforms, website and analytics
- CONTEXT PASSED FORWARD
- Campaign or social source, landing page and permitted tracking data
- ACCOUNTABLE OWNER
- Marketing lead
- CHECKPOINT
- Can we connect relevant visits to completed enquiries?
Connections are designed, then tested.
We agree which system owns each record, what can move between systems, and what happens when a connection fails. Website, CRM, email, bookings, support and reporting are scoped around the tools you use and the access they provide.
THREE DISCIPLINES. ONE PLAN.
Build the presence.
Build the demand.
Build the relationship.
Start where the business needs the most help. Each service has its own deliverables and acceptance criteria, with connections planned from the beginning.
01AI-ASSISTED WEB DEVELOPMENTA website that helps
A website that helps
people choose you.
Turn your expertise into a clear, credible digital experience that makes the next action easy.
Plan my websiteWHAT WE PUT TO WORK
- Customer research, positioning and service-led page structure
- Responsive development, accessible interactions and a manageable content system
- Search-ready pages, clear offers, useful content and conversion paths
- Connected forms, bookings, CRM routing and analytics events
- AI-assisted production with human review of content, code and usability
Before launchKey journeys work on mobile and desktop. Enquiries arrive with context. Tracking is verified. Your team can maintain the content.
Measure: qualified enquiries, conversion rate, page performance and enquiry delivery.
02AI-ASSISTED MARKETINGDemand with a
Demand with a
destination.
Plan, launch and improve marketing campaigns across search, social and email. Connect every channel to your website, CRM and the people who follow up.
Plan my marketingCHANNELS IN SCOPE
Google Ads, Facebook, Instagram, LinkedIn and email—selected around your audience, budget and offer.
WHAT WE PUT TO WORK
- Campaign strategy, audience segmentation, offers, budgets and channel selection
- Paid search and social campaign setup, creative production and ongoing optimisation
- Social content calendars, AI-assisted copy and creative, approvals and scheduled publishing
- Campaign landing pages, search content, email nurture and lead follow-up tied to CRM stages and consent
- Campaign attribution, creative and audience testing, and reporting from spend to qualified opportunities
Before scaling spendCampaign objectives, audiences and budgets are approved. Publishing permissions, test leads, CRM routing and conversion events are verified. A named owner monitors spend and response times.
Measure: reach and engagement against the campaign objective; qualified enquiries, response times, cost per qualified enquiry and accepted opportunities for acquisition.
SOCIAL PLATFORM INTEGRATION
Your social presence should feed the same customer journey.
Publishing & engagement
Plan content, review AI-assisted drafts and schedule approved posts. Route enquiries from supported social channels to a named sales or service queue.
Lead capture & follow-up
Connect social lead forms and campaign landing pages to the CRM with source, campaign and consent context. Check for duplicates, assign an owner and trigger the agreed follow-up.
Attribution & optimisation
Bring advertising spend, social results, conversion events and CRM qualification into one review. Use the evidence to refine the creative, audience and budget.
Supported actions, account permissions, consent requirements and connector costs are confirmed for each platform before the scope is agreed.
03AI-POWERED CUSTOMER SERVICEHelpful answers.
Helpful answers.
A clear way to a person.
Give customers reliable help and give your team the information they need to resolve the rest.
Plan my customer serviceWHAT WE PUT TO WORK
- Support topic analysis and an approved, maintained knowledge base
- AI answers grounded in your authorised business content
- Case capture, routing and human handoff with conversation context
- Identity checks and permissions before accessing customer-specific records
- Answer evaluation, escalation rules and ongoing quality reviews
Before customer rolloutRepresentative questions pass review. Unknown answers escalate. Restricted information stays restricted. A person can take over.
Measure: verified resolution, answer accuracy, response and resolution time, repeat contact and customer satisfaction.
A METHOD YOU CAN INSPECT
Every stage earns
the next investment.
Agree what success looks like before building. Review evidence before expanding. Keep the plan small enough to manage and connected enough to matter.
Establish the baseline.
Review the customer journey, existing tools, lead and support volumes, content, team capacity and costs.
- YOU RECEIVE
- Journey map, system inventory and ranked opportunities.
- DECISION GATE
- One priority, one accountable owner and a credible baseline.
Make the plan explicit.
Define the experience, data flows, AI boundaries, integrations, responsibilities and total running costs.
- YOU RECEIVE
- Solution blueprint, scoped backlog, measurement plan and acceptance criteria.
- DECISION GATE
- Scope, dependencies, budget and success measures agreed.
Prove the whole journey.
Work in reviewable increments. Test real business scenarios, data handoffs, answer quality and failure paths.
- YOU RECEIVE
- Working pilot, test evidence and a prioritised issue log.
- DECISION GATE
- Agreed quality thresholds met; material issues resolved.
Put people in control.
Release to a defined audience with monitoring, team training, escalation routes and a rollback plan.
- YOU RECEIVE
- Launch checklist, team playbook, access inventory and support ownership.
- DECISION GATE
- Business owner signs off; live handoffs and alerts are verified.
Make the next decision.
Compare results to the baseline, account for demand and seasonality, and review quality alongside cost.
- YOU RECEIVE
- Performance review, operating-cost view and the next improvement backlog.
- DECISION GATE
- Improve, expand, hold or stop—based on the evidence.
THE OWNER’S SCORECARD
Know what improved.
Know what it cost.
Choose a small set of measures that reflect business value. Agree the definition, data source, owner and target before launch—then review the same measures consistently.
| BUSINESS QUESTION | MEASURE & DEFINITION | EVIDENCE |
|---|---|---|
| Is the website creating opportunities? | Qualified enquiry conversionEnquiries meeting the agreed fit criteria ÷ relevant website sessions. | Website analytics + CRM records Owner: marketing & sales |
| Is marketing bringing the right demand? | Cost per qualified enquiryAttributed campaign cost ÷ qualified enquiries. Include service costs when assessing the full return. | Campaign spend + lead source + qualification Owner: marketing & sales |
| Are good leads being followed up? | Time to first meaningful responseElapsed time from enquiry to a relevant human response, with working hours defined. | Form, CRM and communication timestamps Owner: sales |
| Is AI resolving the right questions? | Verified resolution & answer qualityEligible requests resolved, checked against sampled answers, repeat contacts and customer feedback. | Conversation reviews + ticket outcomes Owner: customer service |
| Is the system worth operating? | Cost and capacityLicences, usage, media, maintenance and review time compared with measured outcomes and staff time released. | Supplier costs + workflow volumes + time samples Owner: business lead |
BUILT TO OPERATE
The details that make
AI dependable.
SMEs need systems they can understand, afford and run. These decisions belong in the design and the handover.
Knowledge with an owner
Approved sources, content review dates and a clear process for correcting an answer. If the system cannot answer reliably, it routes the question.
Connections with a recovery path
Defined record ownership, duplicate handling, failure alerts and retry rules. An integration problem has an owner and a documented response.
Access that fits the work
Data minimisation, role-based access, retention settings and identity checks. Public answers and customer-specific actions have different boundaries.
Ownership after launch
Account and asset ownership agreed in writing, documented workflows, export options, training and a clear split between your team, our team and suppliers.
RIGHT-SIZED FOR YOUR BUSINESS
Start with one priority.
Build from what works.
You do not need to replace every tool or automate every task. We define a useful first release and make the cost of the next step visible.
Fix the biggest gap.
A defined project around one customer journey: a conversion-focused website, a lead follow-up flow or a focused support pilot.
- One business objective
- Bounded scope and acceptance criteria
- Documented handover
Make the journey work.
Bring the website, campaigns, CRM and support together around shared records and tested handoffs.
- Cross-system blueprint
- Phased delivery and integration testing
- Shared measurement and team enablement
Keep improving.
An agreed cadence for content, campaign experiments, AI answer reviews, maintenance and performance decisions.
- Named responsibilities and support scope
- Visible usage and supplier costs
- Regular reviews and prioritised improvements
A proposal should make the full cost clear.
Implementation, licences, AI usage, advertising spend, integrations and ongoing support are itemised. Timelines depend on scope, access, content readiness and approval capacity.
YOUR NEXT USEFUL STEP
Where is the
journey breaking?
Choose your priority and the obstacle behind it. We’ll turn that into a focused conversation about what to improve first.
This planning tool runs in your browser. It does not send or save your answers to a server. The contact link carries your brief to OnTarget’s enquiry page.
BEFORE WE BEGIN
Good questions.
Practical answers.
Can we keep our current website and tools?
Often, yes. The assessment identifies what is fit for purpose, what can be connected and what is holding the journey back. A replacement is scoped when the existing platform cannot meet the agreed requirements at a sensible cost.
What does AI actually do in this service?
Depending on the scope, AI can assist research, content drafts, development and campaign variations, or answer approved support questions. People review business claims and release decisions. Actions involving customer records need explicit permissions, validation and escalation rules.
Do we need a CRM or an ERP project first?
No. A focused release can begin with your existing forms, inbox or booking tools. A CRM becomes useful when record ownership, follow-up and reporting need more structure. ERP integration is included only when the customer journey needs operational data and the connection can be properly supported.
How much will it cost, and how long will it take?
The proposal follows a scoped assessment. It separates delivery fees from software, AI usage, media and ongoing support, and sets milestones around your content and access readiness. A narrow pilot may be the right first investment; a full connected rollout needs a phased plan. Dates and prices are agreed for your scope.
Will AI replace our customer service team?
The design starts with the work: which questions can be answered reliably, which tasks need a person and how customers reach them. Your team remains responsible for complex situations, exceptions and service quality. The handoff should preserve the conversation so customers do not have to start again.
How will we know whether the investment is working?
We agree a baseline, a target, data sources and a review date before release. Reviews cover commercial outcomes, answer quality, service levels and operating costs. If the evidence does not justify expansion, the next decision may be to adjust, hold or stop.
Who owns the website, content and customer information?
Ownership, account administration, licences and export arrangements are agreed in the proposal. The handover includes the agreed assets, documentation and access. Third-party platforms retain their own terms, so any dependency or portability limit is made explicit.
A CLEARER PATH FROM INTEREST TO LOYALTY
Build the presence
your business can grow on.
Bring your biggest gap. Let’s define the first useful improvement,
the systems it touches and the evidence that will make it worth doing.