Case Study: BlackLine achieves faster reference fulfillment and unified advocacy tracking with Point of Reference

BlackLine Customer Experience Interview

BlackLine, a fast-growing accounting software company, faced significant challenges in managing its customer advocacy and reference program. Its legacy process was not scalable, lacked a centralized database to track client use cases, and resulted in long fulfillment times for reference requests. This fragmentation across teams created visibility issues and made it difficult to meet the demands of its sales organization. To address this, BlackLine implemented the ReferralEdge platform from Point of Reference to standardize and simplify its advocacy request process.

By deploying Point of Reference's solution, BlackLine consolidated its reference and advocacy management into a single platform. This provided a centralized system for tracking nominations, requests, and outputs, which dramatically improved efficiency. The time to fulfill a reference request was reduced from an SLA of about five weeks to often under 24 hours for an initial response, with two-contact references completed in less than a business day. The solution also provided much-needed transparency for sales reps and leadership, establishing a single source of truth for all advocacy activities.

BlackLine

Delaney Tucker

Client Marketing Specialist