As Framework’s (prior to being acquired by Centric Software) business has expanded, a number of strategic and structural changes had to be made. The sales strategy transitioned from product and technology selling to solution selling, sales and support were also restructured. In addition, the number of customers increased significantly and deal sizes started getting larger and more complex.
As a result, processes needed upgrading. Finance was relying on spreadsheets for managing deferred revenue and a calendaring package for booking services. There was no single customer database and billing information had to be pulled from lead generation, technical support, and services repositories. Jane Tisdale, Framework’s Director of Finance observed, “It would have been really difficult for the company to get more sophisticated and add more customers without changing the system we had in place. It was way too fragmented.”