The Situation
GroceryCo, one of Europe’s fastest-growing grocery groups, was scaling rapidly – integrating new acquisitions, consolidating shared services, and supporting thousands of employees returning to the office.
A significant portion of IT operations was delivered by a major Global IT Partner. While the partner consistently met contractual SLAs, the reality for employees was different: everyday experiences with devices, connectivity, and in-office technology were falling short.
Feedback was vague (“everything is bad”), traditional ticket surveys delivered just a 4% response rate, and leadership lacked an objective view of what users were actually experiencing. With tens of millions invested in the partnership, GroceryCo needed independent, data-driven clarity to govern performance based on outcomes–not anecdotes.
“Before Voxxify, decisions were based on whoever shouted loudest. We needed real data to understand what was happening.” – Director of IT
The Solution
GroceryCo turned to Voxxify, which quickly provided a complete, user-validated view of IT performance across devices, collaboration, connectivity, and the in-office experience.
The platform’s intuitive dashboards made it easy for leaders to drill into sentiment by site, persona, or service. For the first time, GroceryCo gained independent insights that neither the internal teams nor the Global IT Partner had previously been able to see.
“I’ve been in IT 28 years. I’ve never seen clearer metrics.” – Director of IT
Voxxify quickly became embedded in GroceryCo’s IT planning cycle and vendor-management framework, shifting conversations from SLA compliance to measurable user outcomes.
The Results
1. Enterprise-Wide Clarity in Minutes
Voxxify delivered immediate, end-to-end visibility from extensive end user feedback – highlighting strengths, pinpointing weak spots, and surfacing root causes across all regions and business units.
“With Voxxify, you’re not left guessing – the analytics highlight what to improve right away.” – Head of End User Compute
2. A Step-Change in Global IT Partner Management
Although SLA metrics were green, Voxxify exposed areas where experience was dipping – particularly in deskside support and hybrid meeting setups. When GroceryCo presented the insights, the effect was immediate:
“It stopped them in their tracks. But there was no debate – just acceptance and action.” – Director of IT
This transformed the partnership by:
- Aligning both sides on what users cared about most
- Directing improvement plans based on sentiment data
- Ensuring accountability for experience quality, not just technical KPIs
“Voxxify showed us exactly where to focus – and our partner acted on it immediately.” – Director of IT
3. Targeted, High-Impact Deployment of Resources
Segmented insights pinpointed where issues were concentrated. For example, a major regional office struggled with hybrid meeting technology post-return-to-office – something not visible in ticket data or SLA reports. Focused investment resolved the issue quickly, improving productivity.
4. Cost Efficiency Through Simplification
User sentiment revealed dissatisfaction with legacy telephony. Using Voxxify data, GroceryCo accelerated its shift to cloud-calling – retiring outdated hardware, reducing maintenance costs, and simplifying operations.
5. Stronger Business Cases and Investment Alignment
Voxxify’s benchmarks and sentiment data helped EUC teams translate technical issues into business outcomes: productivity, efficiency, and value.
“The Voxxify data is absolutely essential for building our business cases. It’s gold to me in my role.” – Head of End User Compute
This accelerated internal approvals and aligned both internal teams and the Global IT Partner around shared priorities.
6. A Repeatable Engine for Performance and Continuous Improvement
With Voxxify, GroceryCo established a reliable, data-driven feedback loop that supports strategy, improves partner performance, and keeps IT aligned with evolving user needs.
“Voxxify gave us a clear target on tens of millions in IT spend. It’s massively significant for our partnership.” – Director of IT
The Impact
Voxxify is now a mission-critical platform for GroceryCo – providing the clear, independent insight needed to improve the employee experience while strengthening performance across its most important Global IT Partnership.
By giving IT leadership a single, trusted view of what users are actually experiencing, Voxxify enables GroceryCo to manage both internal teams and its Global IT Partner based on real outcomes, not assumptions or SLA optics.
This alignment has sharpened investment decisions, accelerated improvements, and ensured that technology spend delivers maximum value to the business.
“Voxxify gives us the clarity to improve the user experience and get the best from our IT partner – that’s the real win for us.” – Director of IT
* We take our clients’ confidentiality seriously. While we’ve changed their names, the results are real.
