TrueCar delivers the right message at the right time with automation by Pyn

TrueCar is building a modern automotive marketplace that aims to bring more ease, convenience, and transparency to the car buying process, by connecting consumers and Certified Dealers, empowering buyers with the access, selection, and research tools they need to get a fair deal on their vehicle purchase.

While the TrueCar crew once shared office space, the company now has a fully distributed workforce. With employees spread across the US, TrueCar’s engagement team was looking for a way to foster deeper connections, strengthen company culture, and improve the employee experience as the organization shifted to this new remote environment. 

Liz Eisenberg, Senior Manager, Employee Engagement & Experience and Anna Kim, Employee Experience at TrueCar, share how Pyn has improved the company’s internal communications—and drove connection and engagement in the process.

Challenge: Fostering connection and engagement in a newly remote workplace

When Liz joined TrueCar three years ago, her team was focused on driving engagement and building culture within the office. But when the company shifted to remote operations, they also needed to transition their approach to creating connections in their new distributed  environment. 

“Work is a place where we want to encourage everyone to bring their whole and authentic selves,” says Liz. “And with that comes opportunities for our team to acknowledge and recognize employees in the moments that matter.”

But managing that communication process proved difficult.

“When I think back to some of the communications we used to recognize employee milestones and contributions, a lot of the process was manual—and because of that we were missing opportunities to either congratulate, recognize, or show appreciation to employees,” says Liz.

Manually managing these types of communications wasn’t working; Liz and her team needed a more efficient way to ensure that they were taking advantage of key opportunities to recognize and acknowledge team members and their contributions.

And they found that better, more efficient way with Pyn.

“Pyn gave us an opportunity to streamline our communications and ensure we were holistic in our approach,” says Liz.

Solution: Delivering the right message at the right time with automation

Currently, TrueCar’s Engagement team leverages Pyn in a variety of ways, including:

Milestone messaging

Liz and her team initially started using Pyn to automate key messaging—particularly around important employee milestones.

“Two of our initial use cases of Pyn have been to acknowledge employee birthdays and work anniversaries,” says Anna.

In addition to sending messaging directly to employees, the Engagement team also uses Pyn to send reminders to managers about upcoming milestones for their direct reports, along with suggestions about how to celebrate and/or acknowledge those moments —both of which have been a success.

“Those have been successful in the sense that we've received personal notes from employees or managers who've received those communications,” says Liz. “It's been a nice gesture.”

Content planning

The Engagement team has also been impressed with the extensive information in Pyn’s content library—and currently use the library both to plan internal communications and as inspiration for what kind of messaging to send to employees, whether that’s highlighting an upcoming holiday or encouraging their team’s health and well-being.

“We definitely utilize the content. It's been helpful to have it as a resource for verbiage, we can see how Pyn has recommended that we reach out to employees,” says Liz. “And then we can easily tailor the messaging to fit our audience or our culture.”

Feedback and reviews

When TrueCar’s HR Operations team let Liz know they were looking for ways to increase traffic to the company’s Glassdoor page and needed more reviews, Liz saw it as another opportunity to leverage Pyn.

“I felt Pyn would be the perfect solution.” says Liz.

Liz and her team used Pyn’s integration with Workday, their workforce management system, to automatically connect with their new employees 60 days after their start date, asking them for feedback on their experience with the company—and to write up their own experience in a Glassdoor review.

The Workday/Pyn integration allowed the Engagement team to put the Glassdoor process on auto-pilot—saving time, energy, and resources. “Without Pyn, the process would be very tedious and cumbersome to manage,” says Liz. “It really allows us to streamline and manage communication from one platform.”

Results: Improved productivity and increased engagement

Before using Pyn, Liz and her team were trying to manually manage people-centered communications and messaging for hundreds of employees. Not only was this monopolizing their time and energy, but they were missing opportunities to connect and engage their employees. 

Now, thanks to Pyn’s automation features, Liz has the confidence that no key messaging will fall through the cracks and that TrueCar’s employees are receiving the communication they need to feel engaged, connected, and appreciated by the company (whether that’s a congratulatory message on their work anniversary, a happy birthday email, or information about employee well-being initiatives)—without having to manage that communication on a day-to-day basis.

“Pyn has allowed us to set it and forget it,” says Liz. “That's the greatest part of these automations—that we can let it do its thing,” adds Anna.

Pyn has also played an integral role in driving feedback and reviews.

“We've seen an influx of feedback, and I believe we have more reviews because of Pyn,” says Liz. 

Future plans

Now that they’ve experienced how Pyn can drive engagement and foster connection within their organization, Liz and her team are looking to the future.

“It's always in the back of our minds, how else can we use this platform?” says Liz.

Currently, the team is exploring new opportunities to further integrate Pyn. “With future communications, it comes down to ‘What communication do we need to automate or could be automated?,’” says Liz. “And then that's a good jumping off point for a new use case.”