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Leading through a crisis for a healthier future

Getting ready for the future

The pandemic has shown us that we need to be more prepared with crisis management to ensure a healthier business future. Drawing on years of helping our clients build business agility and resilience, Enlighten has created a toolkit to help leaders navigate through COVID-19 and create stronger businesses as a result.

Enlighten’s Crisis Management Guide

Crisis leadership. Learn more on Enlighten.

Enlighten has prepared a framework for leaders to help simultaneously navigate the crisis and focus on the future.

Getting ready for the future

The pandemic has shown us that we need to be more prepared with crisis management to ensure a healthier business future. Drawing on years of helping our clients build business agility and resilience, Enlighten has created a toolkit to help leaders navigate through COVID-19 and create stronger businesses as a result.

Enlighten’s Crisis Management Guide

Crisis leadership. Learn more on Enlighten.

Enlighten has prepared a framework for leaders to help simultaneously navigate the crisis and focus on the future.

4 ways leaders can create a healthier future for their business

Get ahead with the right partner

Explore how Enlighten can help you manage your crisis response and get ready for the future with a free consultation. Contact us now to book in a virtual coffee chat with one of our leadership team and find out how to build your business agility.

How Enlighten will enhance your Business Continuity Plan

Problem Statement/Hypothesis: Your entire workforce has to work remotely from tomorrow.

How would you manage through an overnight disruption of your business given:

  1. Decreasing off-shore operations to depend on
  2. Increasing mission-critical volumes
  3. Negatively impacted the quality of your output
  4. Reduced productivity with unengaged teams

Enlighten partners with Managers to offer support with their business continuity plans and work side-by-side with teams on how to retain control during a business disruption. Here are the four key areas we are partnering with businesses to manage in the current climate:


Undertaking business continuity planning is complex. Organisations need to be able adapt quickly and integrate systems and existing platforms to gain a single view of operations. Enlighten has rapid response teams available for immediate remote implementation to gain this view.

The Enlighten Software® is a cloud-based, comprehensive SaaS operational excellence platform that can be seamlessly integrated with any registry, workflow or peripheral systems. It is fully scalable and will suit various business functions.

Wherever teams are dispersed, on or offshore, home or in the office, Managers need robust visibility into their organisations’ key operational metrics to enable proactive decisions and interventions to be made quickly and stay in control.


The shift to remote, decentralised work comes with new challenges and uncertainties. There likely has never been a more critical time to have access to accurate and timely data on operational capacity and workloads. The Enlighten Software® creates one single source of the truth, one common language and consistency throughout the enterprise. At the click of a button, your business will be equipped to understand where capacity exists to undertake business critical activities.

Especially during these disruptive times, Executives can rely on customised dashboards providing insights into the key performance indicators for your business and crucial performance data, whether teams are onshore, offshore, in the office or working remotely. These dashboards will be based on measuring productive outcomes with a balanced scorecard including:

  1. Work in Progress levels in both volume and hours at activity, team and business unit level
  2. Capacity and highlighting the ability to undertake critical activities
  3. Productivity levels of teams and individuals across all locations
  4. Transparency of critical work items and how effectively teams are achieving customer outcomes
  5. Ensuring the quality of work and performance through customisable questionnaires as pulse checks
  6. Customer Satisfaction surveys to ensure customer outcomes are being met
  7. Skills management by activity ensuring the right people perform critical tasks
  8. Knowing where your skill gaps are so you can address training plans
  9. Employee Engagement through checking in with your team


Planning for the unexpected is critical – managing in uncertain times is essential. Organisations must model the effect of changes in business volumes and the availability of staff. Enlighten will support Managers in understanding how to maximise their people’s utilisation in order to:

  1. Increase capacity to focus delivery on critical outcomes
  2. Become proactive to changing SLAs
  3. Prioritise work on hand to elevate pressure of backlog
  4. Load balancing between teams by loaning team members, maximising resource utilisation by moving work where there is capacity regardless of location

Whilst we can’t predict the future, we do bring science in planning on how businesses will react to the changing scenarios.


Connecting workers and the operational expectations to the work at hand to effectively service customers in unusual circumstances is vital. Creating a virtual operating rhythm using Enlighten’s methodology centred around communication is a key foundation in business continuity. Enlighten enables virtual daily huddles focused around meaningful metrics which facilitate Managers to be proactive, balancing critical tasks to meet customer demand whilst engaging their teams, whether that be face-to-face or working remotely.

Feedback loops supported by objective reporting and an inclusive approach to waste identification and reduction are designed to make employees feel like they’re physically connected. The Enlighten Software® dashboard provides this lens of what has been achieved and what is the right outcome for the customer.

Client Testimony

“Throughout Quarter 1 2020, we have multiple events that have caused disruption to our operations in the Philippines and Australia, including extreme weather and pandemic situations. It has been invaluable to have a global view of all of our offices and manage workloads.The ease of having Enlighten available to our staff has meant, regardless of where they are working from we can keep track of both performance and forecast volumes and make the appropriate decisions accordingly.”

Let's start a conversation

Crisis leadership. Learn more on Enlighten.
How Leaders could Solve Business Challenges | Enlighten 5-in-5 with Helen Mackay
Helen Mackay interview

5 minutes with Helen Mackay – The beginning of a new era

We speak with Helen, Head of Sales & Marketing at Enlighten, who has held a vast number of virtual coffee chats with global leaders about their outlook for the future. Helen was keen to understand how leaders, who often check in on others and rarely get checked in on themselves, coped with this crisis. The conversations revolved around their greatest challenges and their outlook for “the new beginning” post crisis.

What are some of the key themes you observed from these conversations?

What has been interesting during all of my conversations is the enormous resilience and optimism shown by global leaders in dealing with this crisis. They are all very proud of how their teams have pulled together in adapting to a new way of working, despite all the challenges and hurdles they faced. There is an undeniable sense of culture and people as the root of success during this time, and the leaders who focused on their people are really seeing the results as they get ready for a smoother transition than perhaps others are.

What are some of the key areas of focus for leaders going forward?

There are definitely some big changes coming for most organsiations, largely revolving around leaders now looking to define what the new hybrid workforce looks like for them. There’ll be greater flexibility, new tools and innovation at play, and even a new style of management. Some of the main areas would be:

  • Culture. With the new hybrid workforce management, leaders will be focusing on visibility on performance from a point of view of support, checking in rather than checking on their teams and working to help increase productivity and operational excellence regardless of location.
  • Capacity. A big shift will be in how we look at capacity management, with leaders now seeing opportunities to increase capacity on-shore and balance what gets sent off-shore. The flexibility in location has opened us up to consider how remote working can even allow capacity redeployment in other regions, regardless of the asset’s actual location.
  • Tools. The key to the above is building up their operational resilience, especially for remote working teams, and leaders will be investing in new tools and management styles to accommodate that. A part of that is a focus on data, looking at the results around productivity and using the insights to develop a healthy operating rhythm.

What are some of the critical lessons you’ve seen your clients take from this period?

Enlighten’s Single Source of Truth has been pivotal in this period to help our clients shift their thinking. Being able to see how busy specific employees are, how productive they are, what issues they might be having during this time has pushed them from thinking about just the data in productivity to really understanding capacity.

Our team takes the feed from the client’s platform, looks at the data to identify spikes in demand and helps paint a clear picture of workloads and capacity to see if tasks can be reassigned. Clients can also put their data into our forecasting model to really understand the more customised functions, such a cash payment or corporate action, to manage how they shift a resource to deliver on that. We’re definitely seeing these visibility metrics, as Nathan previously said, to be tapped on more frequently as we prepare for the next phase.

The beginning of a new era: Post Covid-19

In our crisis management insights series, we have shared tips and tools to help leaders lead through the current pandemic and come out the other side fitter and healthier. From planning to resourcing, analysing meaningful metrics to creating solid business plans, to defining a new future roadmap, we have explored what it takes to effectively pivot a business during challenging times.

To get ready for this new world, leaders must look towards operational resilience by assessing, analysing and adapting their business model, and focusing on agility through innovation. This crisis especially highlighted an essential lesson on preparedness for most organisations and part of the future will be understanding how as a leader, you can be “always-on” with your business continuity plan, no matter the scale, type or magnitude of the crisis. Ongoing business resilience will be critical as you drive sustainable growth post the crisis and get ahead of other major challenges going forward.

As part of our series, we interviewed leaders on their “ah-ha” moments during this time. We have seen companies innovate in how they manage, how they engage and how they are measuring business performance. According to Nathan Graham, Executive Manager for Client Support at Enlighten, companies are exploring a permanent hybrid working model, with continuing work-from-home arrangements and increased workplace flexibility. Other shifts include getting senior leadership involved in operational management, focusing on targeted business metrics and redeploying capacity swiftly.

So, as leaders prepare for a transition to the new world, what should they be doing? Here are three practical yet effective steps we have identified for leaders to follow over the following weeks:

  • Get prepared. Not enough companies were prepared for this pandemic. According to Deloitte, more than 40% of organisations were without an in-house crisis response team at the start of the crisis, suggesting that comprehensive business continuity plans and structures were either not in place or not up to scratch,. With any crisis, there is an urgent need to implement swift action to pivot the business while still managing regular day-to-day operations to some extent. Leaders must have an agile yet solid framework in place to help confront a crisis and then be quick to communicate the plan to their people.
  • Review your workforce structure. The period has forced us to look at flexible workplaces and from that, leaders have begun to explore a new model of working: the hybrid workforce. As we’ve seen with our own clients, greater flexibility will be ongoing and the traditional business model is shifting. The focus is on bringing the insights on performance from this period into developing a new framework for working and managing teams. Part of this is ensuring a clear, common language across the organisations, leveraging a single source of truth on data and encouraging a culture of continuous improvement.
  • Encourage experimentation and new thinking. Encourage everyone, individually and as a team, to experiment with new ways of operating as you move into a new operating model. The people who do the work at the frontline understand the strengths and weaknesses of existing systems and may have new ideas on how to now improve the way of doing things. This will further engage and motivate them in driving towards the new vision as they feel they’ve helped shape it. For example, you might encourage employees to invent new, innovative ways of engaging customers and proving an outstanding experience remotely when the old CRM strategies don’t suit the current situation. Be prepared to adopt new strategies when things are no longer working and to figure out the future with your team. Be organised and have a plan in place, but also be willing to allow in that plan for creation, innovation and experimentation.

Crisis management is much more than living in the now – leaders must consider the changing landscape, their employees, the tools available and evolving customer expectations. There are many stakeholders to assure when managing such an unprecedented transition, and leaders who fail to see past the immediate challenges will be left behind when we emerge from the other side of the pandemic.

Establish a healthier future now for tomorrow. To explore how Enlighten can support your business, reach out to Helen Mackay, Head of Sales and Marketing at for a virtual coffee chat.

Let’s start a conversation

The Importance of Building Company Roadmap | Enlighten 5 Minutes with Jeremy Birt
Jeremy Birt interview

5 minutes with Jeremy Birt – A roadmap to a healthier future

We speak to Jeremy Birt, CEO at CX Ops Design, a strategic partner at Enlighten that works help us unlock and manage the business potential of our clients. CX Ops Design uses a unique operational approach and market leading technology to drive improvements with tailored customer experiences.

What is the biggest challenge you are anticipating leaders will need to deal with?