The Situation
A major UK insurer (“InsureCo”) had invested significantly in its digital workplace, from collaboration tools to modern infrastructure. But, despite the progress, employees across departments were struggling with slow systems, complex logins, and inconsistent IT support.
Leaders knew experience was suffering – but they lacked reliable data on where to start. Traditional satisfaction surveys and anecdotal complaints didn’t provide the precision or scale needed to drive meaningful change.
The Challenge
The insurer wanted to know:
- How do employees actually experience IT every day?
- Which pain points have the greatest impact on satisfaction and productivity?
- How can the IT organization prioritize improvements that deliver measurable value?
They turned to Voxxify to bring clarity – and confidence – to their digital workplace strategy.
The Voxxify Solution
Voxxify deployed its Digital Experience Assessment to capture real, statistically reliable insights from thousands of employees across diverse business functions and regions.
Key metrics:
- 34% response rate across the workforce
- 4,392 open comments analyzed in under 10 minutes
- ±1.9% accuracy – a “gold standard” precision level
The platform’s analytics surfaced three high-impact priorities driving overall satisfaction:
- Remote IT Support – Low trust in chat and ticketing tools, with issues closed before they were resolved.
- Business Applications – Crashes, performance lags, and a lack of single sign-on created friction.
- IT Change Communications – Messages were overly technical and often arrived after changes had already taken place.
The Impact
With clear priorities in hand, Voxxify worked with the insurer’s IT leadership team to turn insight into action. Together they:
- Re-designed remote support channels with clearer expectations and faster response times.
- Streamlined sign-on and identity processes for seamless access across business systems.
- Reframed IT communications in plain, user-friendly language with improved timing.
- Introduced regular pulse surveys to measure progress and sustain improvements.
These steps transformed the insurer’s IT organization from reactive issue management to proactive experience design.
“For the first time, we could see exactly where to act – and why it mattered.”
– Amy, Senior IT Leader, InsureCo
The Results
Within months, the insurer achieved:
- Improved satisfaction across key IT services.
- A prioritized action plan linked directly to employee experience outcomes.
- A repeatable measurement framework for continuous improvement.
By moving from anecdotes to analytics, the insurer built a new capability: the ability to listen, learn, and act with precision.
Voxxify helped them redefine success – not just as system uptime, but as human experience at work.
* We take our clients’ confidentiality seriously. While we’ve changed their names, the results are real.
