How nimble SMEs turn disruption into strategy

In an era where disruption has become the norm, resilience alone is no longer enough for New Zealand’s small businesses. Elise Balsillie argues that agility, not endurance, is what will define the next generation of thriving SMEs.

Disruption is no longer the exception for small businesses in New Zealand – it has become part of the landscape. Costs rise without warning, customer expectations keep shifting, and supply chains can unravel overnight. In this environment, businesses that thrive are the ones that stay agile – able to pivot quickly, integrate seamlessly, and turn pressure into opportunity.

I believe agility is the next step beyond resilience. Resilience helps us survive disruption, but agility enables us to anticipate it, adapt faster and seize the opportunities it creates. It is about redesigning how we work so we can steer ahead of change rather than simply weather it.

Shifting from surviving to steering

Agility begins long before disruption hits. It’s the mindset and structure that let you adjust course quickly when the landscape shifts. At times, small businesses exhaust themselves reacting to change rather than directing it.

True agility replaces reaction with readiness. It’s about creating breathing space through systems that do the heavy lifting, so you have the energy and clarity to steer. When you can see trends early, pivot resources easily and keep customers connected through change, you stop bracing for impact and start shaping the road ahead.

Smart gains, not giant leaps

Take Craft Homes, a small business in Raglan, which design and build high-performance passive homes. Moving from Auckland, they streamlined their digital marketing into one connected system.  The shift freed hours each week, enhanced their brand presence and built consistency, without adding workload. Today, 95% of their enquiries come through their online channels.

That kind of precision shows how agility really works for small business – focusing on clear systems, automating the repetitive tasks, and letting owners concentrate on the work that truly drives value. The lesson is simple – growth isn’t unlocked by overhauling everything at once, but by stacking small and smart improvements that compound over time.

Breaking down silos that hold us back

A common challenge is fragmentation – a customer, for example, messages your business on Instagram, your bookings and invoices live in another system, and reviews are elsewhere. No wonder owners feel pulled in every direction and lose hours just logging in.

It has been highlighted how this lack of digital cohesion is costing SMEs millions worth of time and opportunity in a recent feature on bridging the digital divide. My own conversations with small business owners echo that every extra log-in or double-data-handling step steals time that could be spent planning, innovating or simply catching a proper break.

Agility comes when workflows converge. When messaging, booking, payments and feedback loop into one system, you reclaim time and in small business, time makes all the difference. 

Progress beats perfection

So many of us wait for the perfect system before acting. However, agility doesn’t demand flawless launches. It’s built by moving forward, one intentional rollout at a time.

Small steps often compound into significant change, and the same applies to operational systems. Roll out one integrated workflow, test it in practice, refine it, then expand from there. Perfection locks you in; adaptability keeps your business moving.

Making intelligence invisible

Agility and technology are not separate. They are entwined. However, that doesn’t mean complexity. The most effective digital tools vanish into the background: A timely automated reminder, a dashboard that quietly reveals customer booking trends or a thank-you message that builds loyalty without distraction.

Coverage on tech trends shows that the businesses gaining ground are the ones using tech in natural, helpful ways, not the ones overwhelmed by it. That subtle and almost invisible support, that is what true agility feels like.

The economic case for digital adoption

A recent report based on research highlighted that if just 10% more Kiwi businesses adopted cloud tools, we would see a 3.5% lift in average firm productivity, translating to a potential NZ$8.6 billion uptick in GDP.

Yet, adoption remains uneven. Recent research shows an emerging digital divide: while some businesses seize digital opportunity, others are held back by cybersecurity fears, lack of time or uncertainty about what tools to choose. Globally, we lag. CPA Australia’s Asia-Pacific survey found Kiwi SMEs trailing regional peers in digital adoption and growth. That puts us at a clear disadvantage and yet offers the clearest path forward.

The road ahead

With more uncertainty ahead, what separates the Kiwi SMEs that merely survive from those that thrive will be agility, not just to endure but to steer.

I often say, while resilience keeps us standing, agility will move us forward. Disruption is the only constant. Movement itself becomes our most strategic edge.

Interested in more growth strategy talk? Join NZBusiness magazine at our Ready to Rise Business Breakfast on November 27.