Case Study: Genesys achieves a scalable, Salesforce-based reference program and measurable revenue impact with Point of Reference

Genesys - Customer Experience Interview

Genesys faced a global sales challenge: its customer reference process was decentralized, often tracked in out-of-date Excel files, and hard to scale across regions. To solve this, Genesys partnered with Point of Reference to deploy ReferenceEdge inside Salesforce, aiming to centralize references, improve accuracy, and support peer-to-peer, managed, and executive-level advocacy paths.

Point of Reference implemented ReferenceEdge with an Influitive integration, out-of-the-box reporting, mapped attributes, and Salesforce-native workflows. The result: a single source of truth that replaced spreadsheets, easier peer-to-peer referencing, scalability through a major acquisition, and measurable impact — including the ability to report on revenue influenced by reference activity, growing peer-to-peer requests that reduce program workload, and fewer mass reference-request emails.

Genesys

Lisa Kaspari

Global Reference Program Manager