Today we’re publishing the first blog in a rapid-fire series delving into the various partner platforms that we work with for our clients. Some of these delve into best practices, some look at product features we find particularly interesting and others talk genuine stories of data migrations.

The beauty of having an RMS (Reference Management System) or CAP (Customer Advocacy Platform) like Upland Software’s RO Innovation in place is that your request fulfillment process is significantly streamlined. With a robust tracking system like RO, advocate burnout becomes easier to avoid. While there are numerous options on the market that assist with tracking references, RO Innovation is user-friendly and has proven options.

Whether you're new to RO Innovation or an existing Upland customer, the platform offers a seamless fulfillment tracking experience, especially when managing activities across multiple accounts and contacts. By embracing the best practices, you can ensure optimal tracking, keep the request queue organized, expedite turnaround time, and most importantly, gain a sense of control and efficiency.

1. Document as you go: Tracking progress in real-time is crucial for efficiently advancing requests. Searching through your inbox for previous emails can result in wasted time and missed follow-ups.

2. Cover all bases: Updating request notes and customer records helps everyone know what is in progress. Properly documenting participation history improves visibility across the department. Teammates can easily determine if a customer is currently engaged or potentially overused when searching for their reference needs. 

3. Leave out unnecessary details: Being specific and concise in your notes saves time and ensures accuracy by stating only information related to who, what, where, and why.

4. Over-communicate:  Be sure to update the requestor of your progress on a regular basis so they’re not left wondering about the status of their request. 

---Process

An effective practice and good rule of thumb is to check your open requests at the beginning of each day and prioritize outreach to account teams and customers. The Activity Hub in RO Innovation, which offers customizable views, provides easy access to Requests and Tasks (among other RO Innovation Tabs), making it easy to stay organized.

Capturing all the necessary details is easy with the customizable Request form in RO. Requesters can enter requests directly from an opportunity in Salesforce, and Reference Managers also have the ability to create and manage requests.

The workflow within each request enables you to easily monitor which customers have been contacted, their disposition, and the activity outcomes. Once the request is closed, each advocate’s participation history is displayed in the contact record.

---Metrics

At Referential, we always stress to our clients the importance of monitoring the performance, efficiency, and effectiveness of your team and/or program.  RO Innovation shows a program's impact on the organization’s bottom line. RO provides access to reporting options; some out-of-the-box, and many fully customizable options, too.   

First, you’ll want to be diligent in establishing what metrics are important to your stakeholders. This requires holding regular touchpoints with them, understanding their goals, and synchronizing your efforts accordingly. Ensure that you conduct comprehensive monthly reports aligning with the program’s key performance indicators (KPIs). Specific areas to examine include:

• Volume of requests – how many requests in the month, quarter, year

• Quantity of customers researched for requests

• Staff efficiencies such as success rate for recruitment

• Requests by region, department, business unit, or product line

• Impact on sales:

  • what is the value of sales assisted in the period?

  • What percentage of those opportunities are closed/won?

  • Were program-assisted deals moved through the “discovery” phase faster than non-assisted ones? 

If you’re diligent about maintaining data in your RO environment, the reporting you’ll be able to produce can be extremely valuable. Developing report templates that enable you to deliver data points at the click of a button will go a long way toward proving the value of your program.

 --- Summary

RO Innovation helps with managing customer advocacy programs. Its ease of use, comprehensive tracking, and reporting capabilities enable you to maintain control and efficiency throughout the request fulfillment process.

Managing customer advocacy requests in RO Innovation is a user-friendly process and provides excellent visibility into participation history and activities in progress.  By embracing best practices and leveraging the full potential of RO Innovation, you can enhance the effectiveness of your advocacy efforts, prevent burnout, and ultimately drive greater success for your organization.

We love helping clients refine these processes based on specific program needs.  If you’d like to discuss streamlining your fulfillment process, contact me directly at emily.j.feber@referentialinc.com.

If your organization is considering investing in a Reference Management Software (RMS) or a Customer Advocacy Platform (CAP), but feels unsure about the specific features, requirements, or the right questions to ask, Referential is here to help! As an agency with extensive experience, we understand the complexities and nuances of these tools because we work with them on a daily basis across a variety of industries and company sizes. Our platform-agnostic approach ensures that we provide unbiased guidance tailored to your unique needs, helping you make informed decisions that best support your customer advocacy initiatives. Reach out to hello@referentialinc.com, today, for a free 30 minute consultation with industry professionals with expertise navigating the RMS and CAP landscape!

Stay tuned for the next in our Partner Platform Overview series, where we dive into Point of Reference’s ReferenceEdge!