The Situation
A leading US-based e-commerce company – operating high-volume fulfillment centers, international logistics operations, and a large hybrid corporate workforce – was experiencing growing frustration with its internal technology environment.
Highly distributed teams relied heavily on digital tools to run the business: warehouse associates using scanning devices and handhelds, customer service agents working across complex support systems, and corporate employees collaborating across continents.
But despite continuous investment in new tools and platforms, employee satisfaction with IT ranged from Fair (50–59) to Poor (30–49) in several critical areas. Complaints were frequent but inconsistent. Leadership knew something wasn’t working, but lacked a clear view of why, or where to focus.
The company needed an objective, data-driven understanding of how digital experience was impacting productivity and morale across the entire organization.
The Challenge
EtailCo’s scale and operational complexity made it difficult to diagnose issues:
- Fulfillment center teams struggled with unstable Wi-Fi, device failures, and slow system response times.
- Customer support teams reported frustrations with knowledge tools, ticketing systems, and authentication steps.
- Corporate users cited fragmented communication, training gaps, and unclear ownership of IT services.
Traditional methods weren’t delivering actionable insights. Leadership needed a structured, statistically reliable view of digital experience across roles, locations, and systems – and a way to understand which issues were pulling down satisfaction the most.
The Solution
Voxxify partnered with EtailCo to deploy its Digital Experience Measurement platform across the entire workforce, bringing clarity to where friction was occurring and why.
The program combined satisfaction scores (0–100) with categorized emotional sentiment and topic analysis, revealing how different roles experienced technology and how each IT service contributed to overall satisfaction.
Key Findings
Voxxify’s analysis revealed a clear set of priorities:
1. Connectivity & Devices (Fulfillment Centers)
These services scored Poor (30–49), and in some locations Very Poor (<30). Employees frequently experienced scanning device drops, Wi-Fi dead zones, and slow application load times—directly impacting fulfillment speed.
2. Knowledge & Support Tools (Customer Service)
Scores in the Fair/OK (50–59) range masked deeper frustration. Agents struggled with outdated knowledge tools, slow ticketing systems, and unclear escalation paths, creating inefficiencies during peak seasons.
3. Communication & Change Management (Corporate)
Corporate users rated communication quality as Poor, noting inconsistent messaging, lack of clarity around IT changes, and difficulty understanding where to go for support.
4. Security & Access Management
While security controls were respected, sentiment showed frustration with repetitive authentication steps and a lack of integration across key systems.
What Was Working
Tools for communication (chat, video, email) and newer devices scored Good to Great (60–80) and were widely admired across all roles, highlighting bright spots to build upon.
The Strategic Impact
Using Voxxify insights, the company shifted away from reactive problem-solving and toward a prioritized, enterprise-level digital experience strategy.
1. Fixing High-Impact Pain Points
Leadership used Voxxify’s driver analysis to focus on the services with the largest negative effect on overall experience:
- Warehouse Wi-Fi redesigns
- Rapid device replacement program
- Optimized system performance during peak workloads
- Streamlined support workflows for customer service
2. Building Clearer Communication Channels
A new IT communications framework was introduced – simplified messaging, earlier announcements, and role-specific guidance – improving satisfaction from Poor to Fair/OK in a single quarter.
3. Accelerating Support Transformation
Voxxify data helped the company redesign its support model, focusing on:
- Faster first-time resolution
- Better remote troubleshooting tools
- Training to standardize support quality across regions
4. Embedding Continuous Measurement
EtailCo adopted quarterly pulse surveys and integrated Voxxify insights into IT leadership dashboards. Experience scores now directly inform strategic decisions, budgeting, and vendor management.
The Results
Within months, EtailCo achieved measurable improvements:
- Connectivity and device satisfaction increased from Poor to Fair/OK, with several sites reaching Good (60–69)after infrastructure upgrades.
- Support experience improved, particularly for customer service, as resolution times decreased and guidance became clearer.
- Communication scores rose from Poor to Fair/OK, with employees reporting far less confusion around changes.
- Overall IT satisfaction trended upward, driven by targeted changes rather than incremental fixes.
Most importantly, for the first time, leadership had a clear, data-backed roadmap showing where IT improvements would have the biggest impact on employee productivity and experience.
“Voxxify gave us the truth we couldn’t see before,” said EtailCo’s Head of Colleague Experience. “We stopped guessing, and started fixing what actually mattered to our people. The impact was immediate.”
A More Connected, Productive E-Commerce Workforce
Voxxify enabled EtailCo to move beyond anecdotal feedback and understand digital experience across the entire organization with precision, confidence, and actionable clarity.
By turning workforce insight into strategic direction, EtailCo strengthened its operations, empowered frontline teams, and built a foundation for continuous improvement across its rapidly evolving digital ecosystem.
* We take our clients’ confidentiality seriously. While we’ve changed their names, the results are real.
