Opening context
Kanoo operates a diversified industrial and services group with activities spanning energy, engineering, logistics, and industrial services. Its workforce combines operational, engineering, and corporate teams distributed across multiple business units, locations, and working environments.
As the organisation continued to operate across varied industrial contexts, leadership attention focused on whether internal digital services were supporting teams consistently, and whether existing signals were sufficient to inform prioritisation across a complex group structure.
The decision context
Leadership faced a set of ongoing decisions related to workplace technology, support models, and service improvement across both operational and corporate environments. These decisions required confidence that experience issues affecting productivity, reliability, or coordination were being identified accurately and assessed proportionately.
Without a clear, comparative view of lived digital experience, there was a risk that prioritisation would be shaped by feedback from individual business units or roles rather than representative patterns across the group. The challenge was not the absence of data, but uncertainty about which experience signals mattered most when allocating attention across diverse operating contexts.
Why existing signals fell short
Operational metrics and service desk data provided visibility into incidents, availability, and response times. While necessary, these measures did not consistently reflect how digital services were experienced by employees working in different industrial and office environments.
Feedback from local teams and periodic surveys added context, but results were fragmented and difficult to compare across business units and locations. Leadership lacked a consistent way to distinguish localised issues from systemic experience patterns, limiting confidence in where change would meaningfully improve outcomes.
How Voxxify was used
Voxxify was used as a focused, time-bound input to complement existing operational and support data. Feedback was gathered directly from employees across roles, locations, and business units, capturing structured experience signals alongside detailed verbatim input.
Analysis provided a segmented view of how digital services were experienced across the group, making patterns of friction and consistency visible across operational and corporate contexts. This created a shared reference point for leadership discussions, without introducing another ongoing monitoring layer or replacing existing metrics.
What changed as a result
Leadership gained clearer visibility into where digital experience aligned with expectations and where it diverged across business units and environments. This enabled more confident prioritisation of improvement efforts, distinguishing issues requiring coordinated action from those that were local or situational.
Equally important, leadership gained clarity on what did not require immediate attention, allowing teams to de-prioritise low-impact noise and focus resources where experience gaps were most likely to affect productivity or reliability. Conversations about digital services became more grounded in evidence and less reliant on anecdote, improving alignment across a diverse group structure.
Closing insight
By establishing a comparative, group-wide view of lived digital experience, Kanoo gained the clarity needed to prioritise technology decisions with confidence across a complex, multi-business operating environment.
