Capterra's 2025 Tech Trends Report: Leaning on tech for growth, Australian businesses need a strategy for ROI

With technology adoption set to increase globally in 2025, Capterra surveyed business decision-makers in Australia about their current software purchase choices. We look at how companies can maximise their return on investment (ROI) with existing solutions, rectify any purchase regret and prevent it from happening again with future investments.

Technology adoption is critical in shaping business strategies for companies across various industries, whether in retail to automate the handling of customer queries for faster resolution or in construction management to track timelines and reduce project delays. However, software solutions that aren't bringing value or are underperforming—perhaps due to poor integration with existing systems, lack of proper use, or even vendor issues—can lead to decision-making delays and financial inefficiencies, ultimately affecting a company's strategic agility.

According to 57% of survey takers, technological advancement (e.g., the rapid growth and development of systems, such as AI, 5G, IoT, etc.) is the most significant external factor shaping Australian companies' business goals within the next 18 months, with industry competition (46%) placing second. That's per the findings from Capterra's 2025 Tech Trends Survey*, which collected responses from 3,500 employees worldwide (including 350 Australians) involved with their companies’ software purchasing decisions. 

Companies must therefore address their current software purchases that haven't yielded an ROI in 2024, laying the groundwork for more effective resource use, and before investing even more in tech within the next year. Actions, such as renegotiating software contracts or utilising vendor support, are useful for remedying software purchase regret. By leveraging and making the most of their current tools’ capabilities, companies will maintain a competitive edge, better manage typical business challenges and stay ahead of the tech trends coming in 2025.

Business growth to accelerate for most Australian companies in 2025

When it comes to purchasing software, investments often need to align with the company's strategic goals, whether it's improving customer service, entering new markets or enhancing product innovation. Companies planning for growth will need software that can scale with them. 

Capterra's study found that the predicted business outlook for Australian organisations is positive: 61% say they anticipate a revenue increase between 5% and 15%, and a quarter (24%) predicts a 15% or more increase.

When businesses anticipate growth, investing in software becomes critical for many reasons, especially due to scalability and the ability to handle manual processes or outdated systems that may struggle to keep up with increased demand. Growth also often brings operational bottlenecks if the infrastructure isn’t designed to scale and, therefore, software that supports automation, data management and workflow optimisation ensures smooth operations, avoiding costly downtime as the business expands. 

Alongside predicted growth, company decision-makers must factor in the unique business challenges they face when determining which software types to invest in for their organisation. According to survey respondents, cybersecurity threats (34%) are the main concern for businesses in Australia in 2025. Other potential challenges include:

• Training and upskilling employees (32%)
• Identifying the right technologies to adopt (32%)
• Implementing technologies effectively (31%)
• Delivering quality customer service (31%)

These obstacles can cross over into various business functions, as, for example, skilled workers are essential for maintaining high productivity levels and by improving their skills, employees are more adaptable and can help businesses fill in skills gaps without hiring externally. Adopting a Learning Management System (LMS) can aid this type of business concern as the tool acts as a centralised training hub for employees, with access to training materials, courses and certifications. This can help workers develop the skills needed in their evolving job roles.

Identifying and implementing the right technologies stems from the complexity of choices and potential misalignment with business needs. If factors such as hidden costs, implementation, and user training aren't carefully considered beforehand, businesses can regret their software purchases or fail to use the tools to their fullest potential. With technological advancements being the top external factor influencing business goals in 2025, companies across multiple sectors must ensure they are maximising their current software to stay ahead of the curve. 

Companies with software purchase regret faced increased costs and adoption difficulties  

Software purchasing regret can occur when organisations feel the platform they have invested in doesn't meet their expectations or help to solve key business problems. In fact, 71% of Australian business decision-makers say they regret their company's software purchases within the past 18 months, either for one type of tech or multiple tools, sitting above the global average of 59%. 

Even though most survey takers whose companies experienced buyer's regret (52%) said it was financially easy to overcome, 39% of respondents said it had a significant financial impact on their annual or long-term performance, and this group should not be ignored.

When asked about the biggest impact software buying regret had on the business, increased costs (50%) and adoption difficulties (46%) were most selected by Australian respondents.

Some software come with unexpected or increased costs due to regular plans becoming more expensive or additional fees for certain features, ongoing maintenance, or premium customer support. Employees may resist adopting new tools due to comfort with existing systems, fear of change, or inadequate training. If the platform is overly complicated or doesn't match employees' user experience expectations, it can slow down workflows. However, a software purchasing strategy can help companies find a way around these obstacles.

Remedy your company’s current software purchase regret to maximise the ROI 

The time it takes to see an ROI from purchasing and utilising software can vary widely, depending on the type of tool, the complexity of its implementation, and business goals. Capterra’s data found that over half (54%) of Australian business decision-makers expect to see positive ROI typically within six months, and a further 37% between six months to one year.

Businesses must achieve ROI from software adoption as these investments are often significant in terms of cost and impact on operations. Setting clear metrics such as cost savings, time saved, increased revenue, or improved customer satisfaction can help companies adjust their approach to using the software and ensure they are on the path to achieving returns. Failing to realise the ROI can lead to wasted resources and missed opportunities for growth.

We asked the survey respondents who said their company experienced software buyer's regret about how they have or will rectify the situation, offering them a list of actions to choose from.

The following steps are the most popular actions taken by respondents and are useful for other businesses that have not yet seen an ROI on their software purchases. 

1. Renegotiate your software vendor contract

As one of the most selected actions taken by survey respondents (38%), renegotiating the original contract terms is important as you might be paying for features, users or services that you don’t need or underutilise. Renegotiations can allow for more flexible terms, such as adjustable licensing fees, shorter contract lengths or scalability options that better align with your growth or downsizing.

Vendors may also not meet agreed-upon service levels (e.g., poor customer support, or missed deadlines), and therefore, renegotiating the contract can help improve service terms or add penalties for non-compliance, ensuring better vendor accountability.

2. Replace the platform with one from the same vendor or a different vendor

Replacing the software platform with a different one from the same vendor, or opting to change to another vendor and system were actions that were also in joint second and third place (38%) for survey takers experiencing software purchase regret.

If the software is outdated or cannot integrate with other systems, changing it to a more modern, compatible platform may be necessary. Outdated software often leads to inefficiencies, manual workarounds, and higher costs. If the tool does not support critical functions, decision-makers will want to assess whether it's financially viable to replace it with a solution that better fits their business processes to unlock new efficiencies, automation or analytical capabilities.

While the upfront costs of switching platforms can be significant, a well-chosen replacement can reduce ongoing operational costs (such as maintenance, integrations, and training) leading to a better ROI over time.

3. Utilise vendor support to help rectify issues 

Utilising vendor support was also a popular action taken by survey takers trying to rectify their purchase regret (34%). Often, businesses fail to fully use all of their software's features and functionalities. Vendor support can provide training, documentation, and best practices to help teams better leverage the software, ensuring they get the most value out of the system.

Vendor support is essential when technical issues arise. Quick resolution of bugs, errors, or integration problems reduces downtime and ensures smooth operation, which in turn minimises lost productivity. Vendors can also assist with customisation and updates and ensure proper onboarding and ongoing training so users understand how to use the platform effectively.

If companies have tried the above steps and have not been successful, it may be time to consider creating a software purchase strategy and adopting new tools.

A software purchase strategy is vital as technology adoption will increase in 2025

Technology adoption is set to rise in 2025 as 92% of business decision-makers said they will spend the same or between 5% and 15% or more on software than in 2024. Therefore, a software purchase strategy helps companies make informed and cost-effective decisions when acquiring new technology, or maximising the benefits of their current software package. 

Some key steps in a software purchase strategy should include:

1. Identifying the business needs and goals
2. Market research on different software options
3. Creating a software feature checklist
4. Evaluating the Total Cost of Ownership (TCO)
5. Test or trialling the software before committing 

The types of software companies plan to invest in tell us a lot about general business needs for the next year. Capterra’s data shows that cybersecurity and the rise in artificial intelligence (AI) are most likely ongoing areas of priority for businesses, as the top software investments for 2025 include: 

• IT security (cybersecurity and data protection) (31%)
• IT management (30%)
• IT architecture (VPN, cloud storage) (25%)
• AI (24%)

As tech adoption continues to rise, particularly with advances in AI, automation and cloud-based solutions, businesses must ensure their software can scale with their growth. A strategic approach ensures that software chosen today will remain relevant and adaptable in 2025, avoiding the need for costly upgrades or replacements where possible.