Opening context
Overhaul operates a global platform focused on supply chain visibility, risk management, and logistics security. Its workforce spans engineering, operations, customer-facing teams, and global partners, supporting clients across multiple regions and time zones.
As the organisation scaled rapidly, leadership attention focused on whether internal digital services were keeping pace with growth, and whether existing signals were sufficient to support confident prioritisation and investment decisions.
The decision context
Leadership faced a set of ongoing decisions related to collaboration tools, internal systems, and support models as the company expanded. These decisions required confidence that experience issues affecting productivity, coordination, or reliability were being identified early and assessed accurately.
Without a clear, comparative view of lived digital experience, there was a risk that prioritisation would be shaped by isolated complaints or operational noise rather than representative patterns. The challenge was not growth itself, but ensuring that technology decisions kept the organisation aligned and effective as scale increased.
Why existing signals fell short
Operational metrics and support data provided visibility into incidents and system availability, but offered limited insight into how digital services were experienced day to day by different teams.
Feedback from conversations and ad-hoc surveys added context, but results were fragmented and difficult to compare across roles, regions, and functions. Leadership lacked a consistent way to distinguish localised friction from systemic experience patterns, constraining confidence in where attention would have the greatest impact.
How Voxxify was used
Voxxify was used as a focused, time-bound input to complement existing operational data. Feedback was gathered directly from employees across functions and geographies, capturing structured experience signals alongside detailed verbatim input.
Analysis provided a segmented view of how digital services were experienced across the organisation, making patterns of friction and consistency visible. This created a shared reference point for leadership discussions, without introducing an 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 as the organisation scaled. This enabled more confident prioritisation of improvement efforts, distinguishing issues requiring coordinated attention from those that were local or transitional.
Equally important, leadership gained clarity on what did not require immediate action, allowing teams to avoid unnecessary change and focus resources where experience gaps were most likely to affect coordination and delivery. Conversations about technology performance became more grounded in evidence and less reliant on anecdote, improving alignment across teams during a period of growth.
Closing insight
By establishing an organisation-wide view of lived digital experience, Overhaul gained the clarity needed to prioritise technology decisions with confidence and support effective growth across a globally distributed workforce.
