The Situation
A major US-based energy company was undergoing a broad digital transformation – rolling out new systems, modern devices, and cloud-based collaboration tools. Despite these investments, IT satisfaction among field and corporate employees remained stubbornly low.
Leaders faced a common challenge: they were hearing a lot, but learning little. Feedback was anecdotal and fragmented, making it difficult to pinpoint which services most affected user experience or how to prioritize limited improvement resources.
They needed a clear, data-driven way to understand how technology felt to the people who relied on it every day.
The Challenge
With multiple business units, job roles, and locations – from corporate offices to field operations – the IT organization struggled to see patterns in experience across such a diverse workforce.
Traditional surveys and support metrics painted only part of the picture. What the team wanted was actionable intelligence: Where were the biggest experience gaps, and how could they make measurable progress?
The Voxxify Solution
Voxxify partnered with the company to launch a structured, recurring Digital Experience Measurement program, capturing employee perceptions across all core IT services, from enterprise applications to field devices.
The insights went far beyond satisfaction scores. Voxxify’s analytics identified which IT services most influenced overall experience, giving the leadership team a prioritized roadmap for action.
Key findings across successive surveys revealed consistent themes:
- Enterprise Applications: Persistent usability and training gaps in critical systems (e.g., HR and finance tools).
- IT Support: Resolution times and communication left users frustrated.
- IT Engagement & Communications: Employees wanted clearer, more timely information about IT changes.
At the same time, Voxxify data showed that recent initiatives – such as PC refresh programs and improved collaboration tools – were starting to yield positive shifts in sentiment, confirming that actions taken were working.
The Impact
Armed with Voxxify’s intelligence, the IT leadership team reframed its digital experience strategy from reactive troubleshooting to proactive design. Together, Voxxify and the company:
- Redefined IT communications to be clearer, more frequent, and audience-specific.
- Streamlined enterprise applications with improved usability and targeted user training.
- Enhanced IT support workflows to focus on resolution quality rather than ticket closure speed.
- Embedded continuous listening through recurring pulse surveys to measure progress and sustain accountability.
These actions didn’t just improve scores—they improved trust. Employees began to feel heard, and IT gained confidence in where and how to invest effort for the greatest impact.
“The design is really intuitive and the dashboards are really well built and insightful. Voxxify helps us understand user sentiment and boil down issues into clear themes.”
Johann, Senior IT Product Owner
The Results
Over time, Voxxify’s partnership helped the company:
- Identify and act on the top three IT experience drivers – Enterprise Applications, IT Support, and Engagement & Communication.
- Track tangible improvements in communication effectiveness and service satisfaction.
- Build a repeatable framework to continuously measure, analyze, and improve digital experience company-wide.
By combining rich employee insight with precise analytics, Voxxify helped this energy leader transform experience management from a one-time survey into a strategic capability – one that keeps employees productive, connected, and confident in their technology.
* We take our clients’ confidentiality seriously. While we’ve changed their names, the results are real.
