By Bill Boucher, Global Business Services & Automation Strategist

Middle-market companies—those with annual revenues between $250 million and $5 billion—are often called the engine of the global economy. They represent nearly one-third of U.S. private sector GDP and employ approximately 48 million people.

But despite their impact, they often face an uphill battle. Large enterprises have more resources. Startups move faster. Middle-market companies must do more with less—and smarter.

By harnessing Global Business Services (GBS) and Intelligent Automation (IA), these organizations can create a more level playing field, streamline operations, and uncover new growth opportunities.

Why Global Business Services (GBS) Matter

GBS is a service delivery model that consolidates essential business operations—such as finance, HR, procurement, and IT—into a cohesive framework. Its goals: cost reduction, standardization, agility, and improved service delivery.

For middle-market firms, GBS offers a path to dismantle operational silos and scale across geographies without bloating overhead. According to a 2024 report from HFS Research, organizations adopting AI-led Generative Business Services can reduce costs by up to 40% while driving innovation and transformation.

Client Snapshot: A mid-sized U.S.-based consumer goods company launched a nearshore GBS center in Costa Rica. By centralizing HR, finance, and customer service, they reduced time-to-hire by 30%, improved invoice cycle times by 45%, and saved over $3 million annually.

What Intelligent Automation Can Unlock

IA integrates robotic process automation (RPA), machine learning (ML), and natural language processing (NLP) to optimize rules-based, repetitive tasks. For companies with lean teams and tight budgets, it can be transformative.

The UiPath 2025 AI and Automation Trends Report found that organizations implementing IA at scale achieved ROI of 200% to 300% in just 12 months—especially in mature back-office functions.

Client Snapshot: A regional logistics provider used RPA bots for invoice reconciliation and shipment tracking. In six months, they eliminated 90% of manual entry errors, reassigned four FTEs to customer engagement, and cut costs by 20%.

Where to Begin: A Practical Starting Point

• Process Assessment: Begin with high-volume, rules-based tasks. Common starting points include AP/AR, HR onboarding, and IT requests.

• Define a GBS Vision: Align your roadmap to enterprise goals—cost reduction, scalability, or customer experience.

• Choose the Right Technology: Use the right tools for the job. RPA is ideal for repetitive tasks; AI can enable predictive insights.

• Start Small: Automate a single process (like payroll reconciliation), evaluate results, and scale strategically.

• Invest in Change Management: Success hinges on people. Train teams to work with automation—not against it.

Top 5 Reasons GBS and IA Initiatives Fail

• Lack of Executive Sponsorship – Without active leadership support, initiatives stall.

• Poor Process Selection – Automating a flawed process just multiplies inefficiency.

• Underestimating Change Management – Resistance and lack of training can derail progress.

• Overengineering – Overly complex models delay ROI and overwhelm teams.

• Failure to Measure Impact – Without KPIs, it's hard to prove value or sustain momentum.

Final Thoughts

Start small. Stay focused. Scale with intention.

For middle-market companies looking to grow smarter, not harder, GBS and intelligent automation offer a clear path. Thanks to cloud platforms and agile service models, these capabilities are now more accessible than ever. With the right strategy and execution, even resource-constrained organizations can compete globally, enhance customer value, and unlock efficiency.

Ready to explore what GBS and automation could look like for your business? Contact Stratfield to start the conversation.