When considering whether a customer reference management technology solution is the right choice for your business, sometimes it helps to hear about someone who has gone through the process before you. RO Innovation offers you the story of our customer, Blackboard Inc., who made the switch from managing customer reference requests with an internal reference database to our customer reference software, RO|ReferenceView.

The Challenges
Blackboard is a global leader in enterprise technology and innovative solutions that improve the educational experience of millions of students and learners around the world. In the last few years, Blackboard has experienced tremendous growth which tripled the company’s product offerings and more than doubled its sales force. With the vast majority of their sales prospects requesting customer references to close deals, the increased request flow became a challenge to address. Blackboard used an internal database as a tool for organizing customer reference data, but realized they needed a tool that would allow greater self-service and global visibility for the growing sales force and workload. Due to limitations of their basic database system, Blackboard also lacked an effective way to monitor reference activity, thereby risking reference burnout.

The Solution
In light of the rapid sales growth, Blackboard realized a customer reference management platform that seamlessly integrated with Salesforce.com would be key to the reference program’s success. After evaluating several options, Blackboard chose RO|ReferenceView as its enterprise customer reference management technology.

The Results
The successful integration of RO|ReferenceView and Salesforce.com has streamlined and centralized the customer reference request workflow for Blackboard. That, in turn, has increased efficiencies and allowed Blackboard to increase its focus on supporting a rapidly growing sales force and expanding the current reference program. Some other benefits they’ve realized since implementing RO|ReferenceView:
• Automated processes to support rapid growth
• Increased sales rep self-sufficiency in the field
• Efficient workflow management
• 80% faster reference request fulfillment
• Increased growth of the customer reference program
• Increased global visibility
• Decreased reference burnout
• Improved customer relationships

Want more details? Chat with one of our team members today to see how we can help you improve your customer reference program.

Nichole Auston
Customer Marketing Director at RO Innovation
Nichole Auston is the Customer Marketing Director at RO Innovation. With a background in digital marketing and nearly a decade of experience managing marketing programs for a variety of SaaS companies, she’s passionate about sharing insights, best practices and stories about sales enablement and customer reference management, and the people and technology that power it.