Customer Story

Challenges  

As order volumes surged and omnichannel fulfillment grew more complex, operations teams struggled to maintain consistent productivity, reduce errors, and uphold safety standards. Traditional reward programs were reactive, manually tracked, and disconnected from real-time KPIs, leading to missed opportunities to motivate frontline warehouse teams.  Key challenges included:  

• Inconsistent safety compliance and incident reporting across sites  

• Limited visibility into productivity metrics such as throughput, pick rates, and cycle times  

• High error rates and returns due to inconsistent order accuracy  

• Lack of structured recognition for collaboration, improvement ideas, and teamwork  

• Difficulty motivating teams during peak seasons and promotional surges  

• No formal program for highlighting process improvement contributions  

Personas involved  

To create a holistic performance and recognition ecosystem, the initiative aligned warehouse leadership, support teams, and frontline associates. Personas included:  

• Warehouse Associates & Production Staff – Recipients of performance bonuses, accuracy rewards, safety incentives, and peer recognition  

• Shift Supervisors & Warehouse Managers – Oversaw KPIs, compliance, throughput, and validation  

• Health & Safety Teams – Ensured training completion, incident audits, and compliance scoring  

• Process Improvement & Lean Teams – Validated improvement ideas and operational innovations  

• HR & Employee Experience Teams – Managed recognition frameworks, milestone workflows, and cultural initiatives  

• Operations Excellence Teams – Monitored dashboards and optimized performance metrics  

Solution  

The company deployed a centralized performance and engagement platform that automated KPI tracking, enabled real-time recognition, and reinforced operational discipline. Warehouse teams gained visibility into their daily metrics, while managers could instantly reward safety, productivity, and improvement behaviors. The solution delivered:  

• Real-time dashboards tracking throughput, accuracy, safety compliance, and shift performance  

• Automated reward calculations tied to operational KPIs and attendance patterns  

• Digital safety streak tracking and audit-linked recognition  

• Peer-to-peer appreciation tools that elevated teamwork and morale across shifts  

• Seasonal incentive frameworks optimized for high-demand periods  

• Continuous improvement workflows allowing employees to submit, track, and be rewarded for ideas  

• Multi-level approvals and governance ensuring fairness and compliance  

Impact  

Within the first operational cycle, warehouse performance and culture showed significant improvements across all major KPIs. Quantitative results included:  

• 36% reduction in safety incidents, supported by compliance-linked recognition  

• 29% increase in average throughput, driven by clear visibility into productivity bonuses  

• 33% improvement in order accuracy, reducing returns and customer dissatisfaction  

• 41% increase in peer recognition interactions, strengthening teamwork during high-volume periods  

• 38% uplift in peak-season capacity, enabling faster fulfillment during holiday surges  

• 27% rise in employee-submitted improvement ideas, accelerating process optimization  

• 40% faster reward and recognition cycles, improving associate motivation and retention  

Conclusion  

By connecting safety, performance, accuracy, engagement, and innovation into a unified recognition and incentive framework, the retailer transformed its warehouse and production culture across the U.S. The system empowered frontline teams, improved operational KPIs, and built a more resilient, motivated, and high-performing supply chain.