How PEX Improves Products and Earns Higher CSAT Scores with 15Five

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You may have noticed that the pace of innovation has picked up a bit here at PEX.

In the past few months alone, we’ve driven improvements in how you earn, track, and reconcile rebates; simplified the process to create and start using sub-accounts; and added features to help you store more documents on our platform and use AI to link receipts to transactions.

As you can imagine, this innovation takes a lot of work and collaboration. No small feat when you consider that our team is small and mostly remote. We rely on a wide range of productivity, collaboration, and project management tools to bring people together and get products to market.

But we understand and appreciate the value of the people who do the work. And how important it is to keep everyone motivated and engaged. For help there, we turned to 15Five.

15Five bills itself as a performance management platform. We use its weekly check-in feature to capture feedback and foster 1:1 engagements between employees and managers. As a result, managers answer questions before they become concerns and address concerns before they become issues.

Moreover, because we run our full performance and engagement cycles through 15five, managers have visibility into their chain of command. Now, higher-level managers identify and resolve festering issues before they become problems and escalate problems before they become serious.

Meanwhile, all team members can view and manage their objectives and key results (OKR). Everybody knows how their personal goals interconnect with everyone else’s and jibe with PEX’s. This engenders a motivating sense of ownership and accountability.

More importantly, the approach also encourages ongoing communication and feedback. Everybody’s on the same page. Teams are more responsive and capable of adapting to changing priorities or challenges.

For instance, let’s say one customer’s desire was to store more purchase-related documents in her PEX account and this later appeared as a minor irritant in a customer success manager’s check-in. Her managers up the line can see it, and could begin a discussion about this feature later becoming available.

With 15Five, everybody at PEX is on the same page. And the writing on that page leads to better products and customer service.

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