Case Study: Benevity achieves streamlined reference workflows and faster approvals with Point of Reference's ReferenceEdge

Benevity - Customer Experience Interview

Benevity faced a scaling challenge with its client reference program: slow, multi-step workflows (often taking two to three weeks), no central place for attribute data, frequent overuse of high-profile clients, and sales reps bypassing the process. To address this, Benevity implemented Point of Reference’s ReferenceEdge to centralize reference activity and better manage requests across its teams.

Point of Reference’s ReferenceEdge gave nearly 100 Benevity sales and client-success users a single platform with peer-to-peer request routing, automated include/exclude processes, Slack notifications, and reporting (including usage reports and a Reference Lead Finder). The change removed a managerial bottleneck, reduced manual effort for the program lead (references now account for about 15% of her workload), improved visibility into overused contacts (enabling thank-you rewards), and sped up request handling and reporting across the organization.

Benevity

Jessica Thomas

Technical Solutions, Analyst