The everyday problem
A satisfied customer can have a workflow very different from yours. A reference call is more useful when it explores operating conditions than when it asks for a general recommendation. Similarity of scope matters more than a familiar organization name.
A practical approach
Ask about the customer’s starting process, implementation effort, ongoing staffing, and types of exceptions. Explore what changed after the first rollout and what the customer would prepare differently. Keep the discussion focused on observable experience rather than asking for confidential commercial details.
Try this with your team
Prepare five questions tied to your own constraints. After the call, record which constraints were comparable and which still require direct validation with the vendor.