TrustRadius Insights for RO Innovation are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Approved Content Library: Reviewers have found Upland RO Innovation's approved content library to be very helpful, making it easy to create campaigns with suitable content for their business. This feature was mentioned multiple times in user reviews and is appreciated by those who use the platform.
Real-time Tracking of Engagement: Users appreciate the ability to track engagement with loyal customers and advocates in real-time through Upland RO Innovation, as well as reward them for their reviews. Several reviewers noted this feature positively, highlighting its effectiveness in managing rewards and encouraging customer loyalty.
Micro-sites Feature: The micro-sites feature offered by Upland RO Innovation has been widely praised by reviewers for delivering and tracking advocacy resources sent to customers in a more personalized approach. Many users find this tool fantastic, especially the sales team who take full advantage of it for prospecting purposes.
We are supposed to be using Upland RO Innovation to manage our references and marketing assets database but I believe it has been a disaster from start to finish. We were promised many things that they continue to fail to deliver on and I feel like their product is unbelievably unintuitive.
Pros
N/A
Cons
Unintuitive user interface
Defensive meetings with Upland RO Innovation staff when requests for improvements are shared
Searching features are clunky, outdated, and unhelpful
Likelihood to Recommend
I can't think of a single time that Upland RO Innovations has been actively helpful to our organization, from set up to trying to manage our database.
iCIMS is currently leveraging Boulder Logic to manage its customer reference program. The program is owned by the Customer Marketing department, but primarily supports our Prospect Sales team. Boulder Logic helps cut down on the manual process of tracking, searching, and fulfilling references. Since we've implemented Boulder Logic, we've been able to cut down on the number of coordinators assisting with the program - and also scale as our business grows (and requests for references increase).
Pros
Automation: We used to track references manually via excel and outlook. With Boulder Logic we've automated much of the process so that requests are triggered directly to account managers for approval.
Tracking: We now have greater viability into who is requesting references, how many references they are requesting, who denies the most references, and what the most common reference requests types are. This helps us proactively enroll hard to fill references.
Attentiveness: The team at Boulder Logic has been receptive to suggestions we've made on how to improve the system.
Cons
Reporting: Some of the reporting within BL is a bit wonky. As someone who isn't in the system every day, I have difficulty pulling reports that I might need to provide to my VP.
Configurability: Some fields in BL are super configurable - some are hard coded, which causes some issues when we're looking to make changes to better suit our sales organization.
Likelihood to Recommend
BL is great is you're going from a manual process to something more sophisticated. I'm not sure what the competitive landscape looks like with regards to Reference Software nowadays, but when we were evaluating a few years ago, BL was ahead of all other vendors in terms of functionality and integrations with SFDC.
Boulder Logic is being used for tracking references, when they are used and we are using it to contact the references at the contact level.
Pros
The contact workflow / email is well done and easy
Searching for a reference is pretty good as well
Tracking who is a reference on new potential deals is nice not only to know but to see how they interact with our potential buyers
Cons
It could be cool if there was some automated built in surveys that could be used and attached to the reference. For example very short quick survey to the potential customer about how they felt about the reference, a short one to the sale rep involved to show if it was a good fit to bring the reference and potential customer together. Then show those collective results on the reference record and when searching for a reference.
I would like a better way to build and track points for those at the contact level of a reference and a the account level.
Likelihood to Recommend
That could be useful, I think we just look for products but there is likely more questions to ask rather than is my reference using the same product you are thinking about buying.
The system provides more visibility into available references and prevents references from being over-used. It allows the client (reference) to choose how often they can be contacted in a given time period and provides a closed-loop feedback mechanism to make sure the client is providing positive responses.
Allows account executives (sales people) to easily request references based on: product Used, customer vertical, location, account size, expertise, etc.
Uses a “Five Star” method to show how relevant the answers are when a results are returned from a search.
Cons
BoulderLogic is merely a tool. You have to have a culture and cadence around reference management, which may include rewarding employees who cultivate new references. You should also have a culture of expressing gratitude to the clients providing stewardship them. If that culture doesn’t exist, the tool won’t be used because the results will be “zero” upon searching and you could get by with reporting from Salesforce.
I seem to recall that integration may be a weakness. For example, if your search for a reference included the ability to see which other clients use a specific product, you’d expect that list to be accurate. I am not sure that if a client purchased an additional “module” of our software and this was noted in the CRM, that BoulderLogic would reflect this new purchase automatically. I’d have to confirm with the administrator.
