The author, Denis, runs a centuries-old business that has not changed much since its inception, with many manual processes still in place. He came across Zapier and was initially excited to solve his problems, but soon realized that change is slow and grudging due to familiarity with old systems. This means setting up software, ironing out bugs, and finding a way to implement it without resistance from employees. Despite the challenges, Denis has successfully set up a Wufoo-to-Salesforce Zap using Zapier, which he plans to use as part of his business's automation efforts. He envisions this as one piece of a larger puzzle that will enable him to scale and improve customer happiness and support through better data organization.