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Frame AI raises $6.3M Series A to help understand customers across channels
Frame AI, a New York City startup that uses artificial intelligence and machine learning to help companies understand their customers better across multiple channels, announced a $6.3 million Series A investment today.
G20 Ventures and Greycroft led the round together. Bill Wiberg, co-founder and partner at G20, will join Frame’s board under the terms of the deal. The total raised with an earlier seed round is over $10 million, according to the company.
“Frame is basically an early warning system and continuous monitoring tool for your customer voice,” Frame CEO and co-founder George Davis told TechCrunch . What that means, in practice, is the tool plugs into help desk software, call center tooling, CRM systems and anywhere else in a company that communicates with a customer.
“We then use natural language understanding to pull out emerging themes and basically aggregate them to account and segment levels so that customer experience leaders can prioritize taking actions to improve their relationships,” Davis explained.
He believes that customer experience leaders are being asked to do more and more in terms of talking to customers on ever more channels and digesting that into useful information for the rest of their company to be responsive to customer needs, and he says that there isn’t a lot of tooling to help with this particular part of the customer experience problem.
“We don’t think they have the right tools to do either the listening in the first place or the analysis. We’re trying to make it possible for them to hear their customers everywhere they’re already talking to them, and then act on that information,” he said.
He says they work alongside customer data platforms (CDPs) like Segment, Salesforce Customer 360 and Adobe Real-time CDP. “We can take the customer voice information from all of these unstructured sources, all these natural language sources and turn it into moments that can be contributed back to one of these structured data platforms.”
Davis certainly recognizes that his company is getting this money in the middle of a health and economic crisis, and he hopes that a tool like his that can help take the pulse of the customer across multiple channels can help companies succeed at a time when a data-driven approach to customer experience is more important than ever.
He says that by continuing to hire through this and building his company, he can contribute to restarting the economic engine, even if in some small way.
“It’s a bleak time, but I have a lot of confidence in New York and in the country, in the customer experience community and in the world’s ability to bounce back strong from this. I think it’s actually created a lot of solidarity that we’re all going to find a lot of new opportunities, and we’re going to just keep building Frame as fast as we can.”
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Salesforce co-CEO Keith Block steps down
Salesforce today announced that Keith Block, the company’s co-CEO, is stepping down. This leaves company founder Marc Benioff as the sole CEO and chair of the CRM juggernaut. Block’s bio has already been wiped from Salesforce’s leadership page.
Block stepped into the co-CEO role in 2018, after a long career at the company that saw him become vice chairman, president and director before he took this position. Block spent the early years of his career at Oracle . He left there in 2012 after the release of a number of documents in which he criticized then-Oracle CEO Mark Hurd, who passed away last year.
Industry pundits saw his elevation to the co-CEO role as a sign that Block was next in line as the company’s sole CEO in the future (assuming Benioff would ever step down). After this short tenure as co-CEO, it doesn’t look like that will be the case, but for the time being, Block will stay on as an advisor to Benioff.
“It’s been my greatest honor to lead the team with Marc [Benioff] that has more than quadrupled Salesforce from $4 billion of revenue when I joined in 2013 to over $17 billion last year,” said Block in a canned statement that was surely not written by the Salesforce PR team. “We are now a global enterprise company, focused on industries, and have an ecosystem that is the envy of the industry, and I’m so grateful to our employees, customers, and partners. After a fantastic run I am ready for my next chapter and will stay close to the company as an advisor. Being side-by-side with Marc has been amazing and I’m forever grateful for our friendship and proud of the trajectory the company is on.”
In related news, the company also today announced that it has named former BT Group CEO Gavin Patterson as its president and CEO of Salesforce International.
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Show off your startup at TC Sessions: Mobility 2020
Remember when “mobility” meant laptops and cell phones? Those were quaint times. Now the category encompasses the future of transportation — everything from flying cars and autonomous vehicles to delivery bots and beyond. There’s no better place to explore this rapidly moving industry than TC Sessions: Mobility 2020, our day-long conference in San Jose on May 14.
And there’s no better place to showcase your early-stage mobility startup. Consider this: more than 1,000 of mobility’s brightest technologists, engineers, founders and investors will be on hand to explore the future of this rapidly evolving technology. So why not buy an Early-Stage Startup Exhibitor Package and plant your business squarely in the path of this group of enthusiastic influencers?
Your exhibitor package includes a 30-inch high-boy table, power, linen, signage — and four tickets to the event. You and your team can strut your startup stuff, take advantage of hyper-focused networking and still enjoy the event’s presentations and workshops.
We’re building our agenda, and we just started announcing speakers on a rolling basis. If you know someone who should be onstage at this event? Hit us up and nominate a speaker here.
We already told you that Waymo’s Boris Sofman and Ike Robotics’ Nancy Sun will join us. And we’re thrilled that Reilly Brennan, founding general partner of Trucks VC, a seed-stage venture capital fund for entrepreneurs, will also grace our stage. Brennan’s many investments include May Mobility, Nauto, nuTonomy, Joby Aviation, Skip and Roadster.
Will your startup be his next investment? Stranger things have happened.
TC Sessions: Mobility 2020 takes place on May 14 in San Jose, Calif. Spend a full day of exploring the art and science of mobility, and don’t miss your chance to introduce your startup to influential movers and shakers. These are heady times in the mobility industry, and it’s moving faster than the race to market a viable flying car. Buy an Early-Stage Startup Exhibitor Package, and you might just transport your business to a whole new level.
Is your company interested in sponsoring or exhibiting at TC Sessions: Mobility 2020? Contact our sponsorship sales team by filling out this form.
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Lucky coffee, unicorn stumbles and Sam Altman’s YC wager
Hello and welcome back to Equity, TechCrunch’s venture capital-focused podcast, where we unpack the numbers behind the headlines.
This week we had TechCrunch’s Alex Wilhelm and Danny Crichton on hand to dig into the news, with Chris Gates on the dials and more news than we could possibly cram into 30 minutes. So we went a bit over; sorry about that.
We kicked off by running through a few short-forms to get things going, including:
- Alex wanted to talk about his recent story on Lily AI’s $12.5 million Series A. Canaan led the round into the e-commerce-focused recommendation engine that has a cool take on what people care about.
- Danny talked about the acquisition of Armis Security by Insight for $1.1 billion, the VC round for self-driving forklift startup Vecna and an outside-the-Valley round for Houston-based HighRadius.
Turning to longer cuts, the team dug into the latest from SoftBank, its Vision Fund and the successes and struggles of its enormous startup bets. Leading the news cycle this week were layoffs at Zume, a robotic pizza delivery venture that is no longer pursuing robotic pizza delivery. Now it’s working on sustainable packaging. Cool, but it’s going to be hard for the company to grow into its valuation while pivoting.
Other issues have come up — more here — that paint some cracks onto the Vision Fund’s sunny exterior. Don’t be too beguiled by the bad news, Danny says; venture funds run like J-Curves, and there are still winners in that particular portfolio.
After that, we turned to China, in particular its venture slowdown. The bubble, in Danny’s view, has burst. The story discussed is here, if you want to read it. The short version for the lazy is that not only has China’s venture scene slowed down dramatically, but startups — even those with ample capital raised — are dying by the hundred. But one highly caffeinated Chinese startup continues to find growth in the world’s greatest tea market.
Finally we hit on the Sam Altman wager and the latest from Sisense, which is now a unicorn. All that and we had some fun.
Equity drops every Friday at 6:00 am PT, so subscribe to us on Apple Podcasts, Overcast, Spotify and all the casts.
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Odoo grabs $90M to sell more SMEs on its business app suite
Belgium-based all-in-one business software maker Odoo, which offers an open source version as well as subscription-based enterprise software and SaaS, has taken in $90 million led by a new investor: Global growth equity investor Summit Partners.
The funds have been raised via a secondary share sale. Odoo’s executive management team and existing investor SRIW and its affiliate Noshaq also participated in the share sale by buying stock — with VC firms Sofinnova and XAnge selling part of their shares to Summit Partners and others.
“Odoo is largely profitable and grows at 60% per year with an 83% gross margin product; so, we don’t need to raise money,” a spokeswoman told us. “Our bottleneck is not the cash but the recruitment of new developers, and the development of the partner network.
“What’s unusual in the deal is that existing managers, instead of cashing out, purchased part of the shares using a loan with banks.”
The 2005-founded company — which used to go by the name of OpenERP before transitioning to its current open core model in 2015 — last took in a $10M Series B back in 2014, per Crunchbase.
Odoo offers some 30 applications via its Enterprise platform — including ERP, accounting, stock, manufacturing, CRM, project management, marketing, human resources, website, eCommerce and point-of-sale apps — while a community of ~20,000 active members has contributed 16,000+ apps to the open source version of its software, addressing a broader swathe of business needs.
It focuses on the SME business apps segment, competing with the likes of Oracle, SAP and Zoho, to name a few. Odoo says it has in excess of 4.5 million users worldwide at this point, and touts revenue growth “consistently above 50% over the last ten years”.
Summit Partners told us funds from the secondary sale will be used to accelerate product development — and for continued global expansion.
“In our experience, traditional ERP is expensive and frequently fails to adapt to the unique needs of dynamic businesses. With its flexible suite of applications and a relentless focus on product, we believe Odoo is ideally positioned to capture this large and compelling market opportunity,” said Antony Clavel, a Summit Partners principal who has joined the Odoo board, in a supporting statement.
Odoo’s spokeswoman added that part of the expansion plan includes opening an office in Mexico in January, and another in Antwerpen, Belgium, in Q3.
This report was updated with additional comment
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Brand power vs. product power
David Friend is the CEO of cloud storage company Wasabi, and co-founder of cyber security company Carbonite, recently bought for $1.4 billion. Wasabi is his sixth startup.
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Most tech companies — particularly B2B companies — either don’t understand the power of a brand, or do a really poor job of creating one.
An informal survey of a dozen of my young CEO friends showed that, given the choice, 10 out of 12 — 83% — would rather spend an extra dollar on product development than brand-building. It is dangerous (or at least foolish) to assume that the ROI on product development is greater than the ROI on brand building.
As a serial entrepreneur and CEO, I have had to make this choice many times. In 2006, I co-founded PC backup company Carbonite . I left the company five years ago after taking it public and I no longer have any financial interest in it, which is why I can write about it now — it was just sold for $1.4 billion to OpenText. There were many other backup products on the market at that time and many more appeared over the first five years of the company’s life. I would argue that Carbonite was slicker than most of the others, but essentially every backup product accomplishes the same result.
Unlike Carbonite’s competitors, we focused on our brand. That meant raising more money than we would have if we were just investing in R&D. But, after five years of investing in our brand, we had eleven times the brand recognition of any other consumer backup company and we dominated the market.
Here’s why: a study by Kettlefire Creative showed that 59% of people prefer to buy brands that they have heard of. Since none of our competitors had widely recognized brands, we got most of that 59%. Of the remaining 41%, we fought it out on other criteria and won most of that as well. Put yourself in the shoes of a potential customer looking to back up their PC. What do you worry about? Well, before we even launched the company, we asked PC owners to choose the five most important attributes of their ideal backup company from a list of ten possible attributes, and we found the following:
1. Trustworthy: you won’t look at my files or allow anyone to see them (1127 votes)
2. Peace of mind: when I go to retrieve my backup, it will always be there (811 votes)
3. Reliable: it backs up everything and doesn’t stop (696 votes)
4. Helpful: if I lose my computer, I want to talk to a human who can help me (446 votes)
5. Easy: it should be simple and require little attention (444 votes)
The attributes that didn’t make the top five:
6. Fast: backups happen quickly
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Fulcrum, which provides freelance placement opportunities for technical projects, raises $1 million
La Jolla, Calif.-based Fulcrum, a job-placement company for technical projects, has raised $1 million in a seed round of funding, led by local technology investment firm Greatscale Ventures with participation from several private co-investors, the company said.
The company has what it calls a fully compliant service for hiring freelancers onto technical projects that had previously only been the purview of full-time staffers — or work that would have been outsourced to pricey consulting firms.
Fulcrum says that its job-placement platform meets the regulatory requirements in 90 countries and is designed to give businesses the ability to design, manage and execute projects on demand.
The company scrapes all marketplaces that freelancers currently use and onboards them through its own service so that they can work effectively with large corporations.
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VTEX, an e-commerce platform used by Walmart, raises $140M led by SoftBank’s LatAm fund
E-commerce now accounts for 14% of all retail sales, and its growth has led to a rise in the fortunes of startups that build tools to enable businesses to sell online. In the latest development, a company called VTEX — which originally got its start in Latin America helping companies like Walmart expand their business to new markets with an end-to-end e-commerce service covering things like order and inventory management, front-end customer experience and customer service — has raised $140 million in funding, money it will be using to continue taking its business deeper into more international markets.
The investment is being led by SoftBank, specifically via its Latin American fund, with participation also from Gávea Investimentos and Constellation Asset Management. Previous investors include Riverwood and Naspers; Riverwood continues to be a backer, the company said.
Mariano Gomide, the CEO who co-founded VTEX with Geraldo Thomaz, said the valuation is not being disclosed, but he confirmed that the founders and founding team continue to hold more than 50% of the company. In addition to Walmart, VTEX customers include Levi’s, Sony, L’Oréal and Motorola . Annually, it processes some $2.4 billion in gross merchandise value across some 2,500 stores, growing 43% per year in the last five years.
VTEX is in that category of tech businesses that has been around for some time — it was founded in 1999 — but has largely been able to operate and grow off its own balance sheet. Before now, it had raised less than $13 million, according to PitchBook data.
This is one of the big rounds to come out of the relatively new SoftBank Innovation Fund, an effort dedicated to investing in tech companies focused on Latin America. The fund was announced earlier this year at $2 billion and has since expanded to $5 billion. Other Latin American companies that SoftBank has backed include online delivery business Rappi, lending platform Creditas and property tech startup QuintoAndar.
The common theme among many SoftBank investments is a focus on e-commerce in its many forms (whether that’s transactions for loans or to get a pizza delivered), and VTEX is positioned as a platform player that enables a lot of that to happen in the wider marketplace, providing not just the tools to build a front end, but to manage the inventory, ordering and customer relations at the back end.
“VTEX has three attributes that we believe will fuel the company’s success: a strong team culture, a best-in-class product and entrepreneurs with profitability mindset,” said Paulo Passoni, managing investment partner at SoftBank’s Latin America fund, in a statement. “Brands and retailers want reliability and the ability to test their own innovations. VTEX offers both, filling a gap in the market. With VTEX, companies get access to a proven, cloud-native platform with the flexibility to test add-ons in the same data layer.”
Although VTEX has been expanding into markets like the U.S. (where it acquired UniteU earlier this year), the company still makes some 80% of its revenues annually in Latin America, Gomide said in an interview.
There, it has been a key partner to retailers and brands interested in expanding into the region, providing integrations to localise storefronts, a platform to help brands manage customer and marketplace relations, and analytics, competing against the likes of SAP, Oracle, Adobe and Salesforce (but not, he said in answer to my question, Commercetools, which builds Shopify -style API tools for mid and large-sized enterprises and itself raised $145 million last month).
E-commerce, as we’ve pointed out, is a business of economies of scale. Case in point: While VTEX processes some $2.5 billion in transactions annually, it makes a relatively small return on that — $69 million, to be exact. This, plus the benefit of analytics on a wider set of big data (another economy of scale play), are two of the big reasons VTEX is now doubling down on growth in newer markets like Europe and North America. The company now has 122 integrations with localised payment methods.
“At the end of the day, e-commerce software is a combination of knowledge. If you don’t have access to thousands of global cases you can’t imbue the software with knowledge,” Gomide said. “Companies that have been focused on one specific region are now realising that trade is a global thing. China has proven that, so a lot of companies are now coming to us because their existing providers of e-commerce tools can’t ‘do international.’ ” There are very few companies that can serve that global approach and that is why we are betting on being a global commerce platform, not just one focused on Latin America.”
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Atlassian expands Jira Service Desk beyond IT teams
Atlassian today announced a set of new templates and workflows for Jira Service Desk that were purpose-built for HR, legal and facilities teams. Service Desk started six years ago as a version of Jira that was mostly meant for IT departments. Atlassian, however, found that other teams inside the companies that adopted it started to use it as well, including various teams at Twitter and Airbnb, for example. With today’s update, it’s now making it easier for these teams, at least in legal, HR and facilities, to get started with Jira Service Desk without having to customize the product themselves.
“Over the last six years, one of the observations that we’ve made was that we need to provide really good services — the idea that we can provide great services to employees is really something that is really on the rise,” said Edwin Wong, the head of the company’s IT products. “I think in the past, maybe we were a bit more forgiving in terms of what employees expected from services departments. But today you’re just so used to great experiences in your consumer life and when you come to work, you expect the same.”
But lots of service teams, he argues, didn’t have the tools to provide this experience, yet they were looking for tools to streamline their workflows (think onboarding for HR teams, for example) and to move from manual processes to something more automated and modern. Jira was already flexible enough to allow them to do this, but the new set of templates now codifies these processes for them.
Wong stressed this isn’t just about tracking but also managing work across teams and providing them a more centralized hub for information. “One of the big challenges that we’ve seen from many of the customers that we’ve spoken to is the challenge of just figuring out where to go when you want something,” he said. “When I have a new employee, where do I go to ask for a new laptop? Is that the same process as telling my facilities teams that perhaps there is an issue with a bathroom?”
Atlassian is starting with these three templates because that’s where it saw the most immediate need. Over time, I’m sure we’ll see the company get into other verticals as well.
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Microsoft launches managed meeting rooms as a service
Whether you love them or hate them (and you probably hate them), meetings are a fact of corporate life. And how many meetings have you attended that didn’t start on time because of technical difficulties? Microsoft wants to change that by managing your meeting rooms for you — starting at $50 per room. Managed Meeting Rooms, as the company calls the service, is now in private preview, but ahead of today’s announcement, Microsoft already quietly worked with more than 100 customers to manage more than 1,500 meetings rooms for them.
As Brad Anderson, Microsoft’s corporate VP for Microsoft 365, told me, the Teams team did a lot of work to optimize its software to make starting video and audio-based meetings easy.
“But when you think about a room for a minute, there’s a bunch of hardware in the room, in addition to the software that’s operating Teams. There’s the device on the table, you’ve got screens, you got microphones, you’ve got cameras, you’ve got projectors, you’ve got all the cabling,” Anderson said. “And in order for a meeting to be seamless and great, all that hardware also has to be functional. So what we have done with the managed meeting room solution is we have now instrumented all the hardware.”
The solution supports Microsoft Teams Rooms and Skype for Business room systems, but Microsoft also can help companies select the right tools to set up a meeting room. With all of that in place, the company can then monitor all of that through a cloud service and ensure that everything is up and running. When there are issues — at least issues that can be fixed remotely — the team can also fix those and the meeting can start on time.
“Very few organizations have enough rooms to actually get proficient in meeting room management,” Anderson explained. “So it’s one of these things where organizations have to make that choice: do I go and actually try to build up the expertise when it sounds like Microsoft has a solution, which is actually very affordable […] If we just avoid one meeting from going south for 10 minutes, you actually make your money back.”
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