Performance Improvements from Virtual Collaboration and Communication Technologies in SMEs: A Systematic Review

As digital technologies continue to evolve; small and medium enterprises (SMEs) are increasingly adopting Virtual Collaboration and Communication Technologies (VCCTs) to enhance performance in a competitive business landscape. This systematic review aims to assess the impact of VCCTs on SME performance metrics, such as operational efficiency, employee engagement, and customer satisfaction, by analyzing 41 studies selected from an initial pool of 662,422 records. The review also explores factors influencing VCCT implementation and barriers to adoption. Studies from 2014 to 2024 were reviewed, comprising journal articles (92.68%) and conference papers (7.32%). After rigorous screening, 41 studies met the inclusion criteria. The selection process included a risk bias assessment to ensure the reliability of the findings. The analysis revealed that operational efficiency improvements were the most frequently reported (68.29% of studies), followed by employee engagement (41.46%) and customer satisfaction (43.9%). Scalability was the most measured IT performance metric (41.46%), while user engagement appeared in 39.02% of the studies. Business sustainability and competitive advantage were highlighted in 46.34% and 41.46% of studies, respectively. Factors such as digital skills, organizational culture, and IT infrastructure were identified as critical for effective VCCT implementation. Nonetheless, financial constraints and employee resistance were prominent barriers. This review underscores the transformative potential of VCCTs in enhancing SME performance, particularly in operational efficiency and stakeholder engagement. A balanced focus on technological and human factors is crucial, with strategic planning and investment in digital capabilities driving success. Future research should focus on developing tailored models to maximize VCCT benefits, especially in cost-efficiency, sustainability, and innovation.