Introduction to Partner SOPs

Firstly, congrats on becoming a Frappe partner.

You might already know Frappe Partnership is not built on the foundation that most other partnerships in the market are — i.e., commissions, incentives, and other mandates that try to control partners.

Hundreds of consulting companies partner with us because they love our products, using which they have built a sustainable business without a huge capital investment or entry barrier. While all this is great at the beginning, eventually great partnerships are designed to help partners build a sustainable and growing business. At Frappe, we want to do the same thing. We want to help our partners in their growth.

Frappe’s Learnings Over a Decade, Until We Quit Services

Frappe’s growth journey has been organic and quality-led. From the very beginning we believed that if we offer good products and services, more and more customers will come back — and that strategy has proven its mettle for more than a decade now.

Frappe provided ERPNext services till 2022. During that phase, 50% of our revenue was contributed by services and 50% by product. Even during that time, our goal was simple: invest heavily in standardisation so that every time a customer reaches out, they get the exact same experience.

Frappe built standardised processes to follow for each function — sales, marketing, delivery, support, customer success, operations, infra, engineering, and more. Defining a standard process was the first step, but consistency required acting in line with these processes, measuring them, and continuously monitoring and improving. We made sure to report important metrics in each weekly all-hands meeting. These practices were reinforced during our journey of ISO 9001 certification.

At first, we saw improvements in our quality metrics (e.g., lead-to-conversion %, go-live rate, customer feedback scores, uptime, etc.), which later translated to revenue growth.

In 2022, Frappe decided to move out from the services business and focus on building products. We passed on the baton to our partners.

Today, Partners Set the First and Last Impression About Frappe

Since the time we stopped offering implementation and customisation services to end customers, our partners are responsible for shaping our customer’s perception. Our partners are responsible for sales, delivery, support, and trainings.

If any of our partners screw up, it not only affects them — it affects Frappe and every single member of our ecosystem. For the end customer, there is no separation between the partner and Frappe. In their eyes, the partner is the product. That is why every interaction, every demo, every delivery must reflect the quality we stand for.

Building a Quality-Led Partner Ecosystem

A typical partner starts their journey with a few successful implementations. Over time, as the projects grow both in count and scale, they run into challenges such as:

Project overruns
Bleeding profits
Inconsistent sales
Ad hoc trainings
Lack of marketing
Inadequate project planning
Unstructured customer support
Lack of hiring processes and culture

The real problem boils down to two root causes, a pattern we see across:

The founder becomes the bottleneck
Lack of processes, leading to lack of consistent and quality services

Our partners clearly need help here.

So Frappe packaged years of learnings into SOPs and playbooks to help our partners provide quality services. This document — the Frappe Partner SOP — is the next step in that journey.

It is not a set of rigid rules, but a playbook for quality. It captures the best practices we expect our partners to adopt, the standards we hold ourselves accountable to, and the processes that ensure consistency across the ecosystem.

By following these SOPs, you will not only improve your chances of success as a partner, but also contribute to the collective credibility of Frappe worldwide.

We invite you to read this documentation with an open mind. Adapt it to your own context, suggest improvements, and share feedback. Together, we are not just building businesses — we are building a movement where quality leads the way.