Wakilni’s Story: Building a More Connected Team with Heartcount

As Wakilni scaled operations across Lebanon, maintaining a strong sense of connection between employees became increasingly challenging. What once thrived through daily in-person interactions started to erode with growth. In this case study, Wakilni shares how they rebuilt trust, boosted well-being, and made employee feedback a natural part of company culture, with help from Heartcount.

The Challenge

What challenge were you facing before using Heartcount?

As Wakilni expanded across Lebanon and our head office grew, face-to-face interactions that once happened naturally became less frequent. We were no longer all in the same space, and the organic conversations that shaped our culture started to fade.

It became difficult to truly sense the team’s pulse, especially across different regions and functions. We needed a way to stay connected with how our people were really feeling, not just rely on the most vocal voices.

How did this affect your business or team?

Communication gaps began to widen. Some employees showed signs of disengagement, and without a structured way to listen, we often found ourselves reacting to problems too late instead of identifying them early.

What triggered the search for a new solution?

We realised we needed a better way to support employee well-being, something that matched our values of empathy, excellence, and trust. Our goal wasn’t just to collect feedback but to create a culture where every employee felt seen and heard.

What were your top criteria in choosing a solution?

We looked for a platform that could offer:

• Regular, consistent check-ins
  
• Actionable insights for HR and managers
  
• A balance between productivity and well-being
  
• Comprehensive reporting and data analysis
  

Heartcount ticked all the boxes, and its human-centric design matched the culture we’re working to build at Wakilni.

Summary:

Wakilni’s rapid growth led to communication breakdowns and disengagement across offices. To solve this, the team needed a structured, consistent way to stay in tune with employees. Heartcount’s check-ins, insights, and human-first approach made it the ideal solution.

The Results

What improvements did you notice after implementing Heartcount?

Heartcount helped us shift from being reactive to proactive in caring for our people. It opened up space for honest, timely feedback and built trust across the organisation.

Employees started to share openly, not just about work, but also about personal challenges. It became a reliable channel to raise concerns, ask for help, or feel acknowledged. Managers gained real-time insight into team sentiment, and we established a strong feedback loop to ensure follow-up and accountability.

Can you share specific outcomes or metrics?

• Well-being scores increased by 25% from 2020 to 2025
  
• Feedback and recognition ratings improved by 15% over the same period
  
• Employee engagement rose by 3% in the first two years, followed by a 20% increase from 2023 to 2025 as our team grew
  

Were there any unexpected benefits?

Heartcount became part of our everyday language, used by everyone from warehouse officers to C-level leaders. It’s now the go-to platform for raising suggestions, concerns, or simply checking in. Participation became self-sustaining, with colleagues reminding each other to respond weekly.

This has fostered a more transparent, inclusive, and connected workplace.

How did employees respond to the platform?

At first, some were hesitant, unsure whether this was just another HR tool or whether their input would genuinely matter. But that hesitation quickly faded.

People recognised that this wasn’t about judgment, it was about being heard. Many said it was the first time a company had ever provided them a space to speak up regularly and safely.

How was the onboarding process?

Seamless. Since Heartcount is cloud-based and intuitive, rollout was quick and efficient. We supported the launch with internal communication explaining both the how and the why, which encouraged adoption. The platform’s simplicity played a big role in getting everyone on board from day one.

What feature has been the most valuable?

The weekly 3-question check-ins. Their simplicity and consistency sparked regular reflection and helped us monitor emotional trends. These check-ins became a gateway to deeper conversations and gave leadership an easy but powerful way to keep morale in view.

Summary:

Since adopting Heartcount, Wakilni saw measurable boosts in well-being, feedback quality, and engagement. The platform became embedded in daily culture, enabling open communication, early intervention, and genuine employee trust.

What This Means for You

What advice would you give to a similar organisation?

Listening to employees shouldn’t depend on your company’s size, structure, or stage of growth. In fact, the more dynamic and fast-paced your environment is, the more critical structured listening becomes.

We’ve learned that consistent check-ins are not a luxury, they’re essential. When people feel heard on a regular basis, not just during crises or performance reviews, they’re more engaged, aligned, and connected to the company.

Heartcount helps bring even the quietest voices into the conversation.

What long-term benefits or ROI have you seen?

How could companies in your industry benefit?

In logistics and delivery, the emotional side of work is often overlooked due to intense operational demands. But emotional well-being is what sustains performance.

Heartcount offers a space for reflection and connection, even in fast-paced environments – helping companies balance output with employee care. That balance is what ultimately drives long-term results.

Would you recommend Heartcount to others?

Absolutely. We talk about it often when team engagement or people management comes up. Heartcount helps organisations stay close to their people, act on what matters in real-time, and build trust across every layer of the business.

If you had to describe Heartcount in one sentence…

It’s the platform that keeps us close to every employee, no matter where they are.

Summary:

Wakilni’s success shows that consistent employee listening strengthens culture, boosts retention, and drives performance – even in fast-paced industries. Heartcount empowers teams to stay connected, heard, and aligned – no matter their size or structure.