The Purchase, Carve Out, and Transformation of a Remote Software Company
Mar 3, 2025
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Betsy Harbison, CEO of Softrip, shares her unique journey in acquiring a remote vertical software company focused on multi-day tour operators. She discusses the challenges of untangling the business from its parent company and her strategic choice to avoid debt in the acquisition. Betsy reflects on the complexities of managing customer expectations while shifting from product customization to a more scalable model. Her insights on navigating investment partnerships and the evolution of female representation in the searcher community add further depth to this fascinating entrepreneurial story.
Betsy Harbison opted for a funded search model, valuing its flexibility and support over the pressures of a self-funded approach.
Acquiring Softrip involved navigating the complexities of a carve-out, significantly impacting employee dynamics and operational clarity.
Post-acquisition, Betsy focused on transforming customer relationships by shifting from excessive customization to a more standardized product offering.
Deep dives
Betsy's Background and Early Career
Betsy Harbison grew up in Kansas City, Missouri, where her independent upbringing as an only child shaped her as a solo searcher. She pursued her education at Vanderbilt University and initially sought experiences that would lead her to the right career path, starting in consulting before transitioning to investment banking. Her time at Bank of America Merrill Lynch provided her with significant exposure to the technology media telecom sector, honing skills she later applied in her entrepreneurial journey. Despite the intense hours, Betsy felt a strong desire to be embedded within a business rather than continuing along the typical investment banking to private equity path.
The Spark for Entrepreneurship Through Acquisition
While at Harvard Business School, Betsy was introduced to the concept of search funds, an idea that intrigued her but initially seemed daunting. A pivotal moment came when she took a course on financial management of smaller firms, which reignited her interest in entrepreneurship through acquisition. After a year of contemplation, she confirmed her passion for this path, driven by a combination of her gut feelings and her academic experiences. This enthusiasm ultimately led her to organize her search fund, despite the mental gymnastics involved in making such a life-changing decision.
Selecting the Search Model: Funded vs. Self-Funded
Betsy carefully considered the advantages and disadvantages of pursuing a funded versus a self-funded search model. She concluded that a funded search would allow her the time and financial flexibility to make the right business decision, avoiding the stress of rushing into a deal. Her personal preference for operating solo, reflective of her independent nature, further influenced her decision to pursue a funded search. By having a supportive network of strong partners, she felt capable of managing the complexity of a funded model while maximizing the potential for a positive outcome.
Acquisition of Softrip: Challenges and Insights
Betsy ultimately acquired Softrip, a niche ERP system for multi-day tour operators, after it was identified through connections from her lead investor. The acquisition journey included navigating the complexities of a carve-out process, which involved separating Softrip from its parent company, known for creating challenges in terms of employee dynamics and operational clarity. The acquisition process was further complicated by the absence of accessible financial data and the need to establish trust with the seller. Betsy faced challenges with customer expectations tied to customization in the software, pushing her to implement significant operational transformations to set the business on a sustainable path.
Transforming the Business and Customer Relationships
One of Betsy's primary goals post-acquisition has been to stabilize and transform Softrip's customer relationships and operational processes. The company previously operated under a model that allowed excessive customization, leading to operational inefficiencies and difficulties in scaling. Betsy has focused on resetting customer expectations by emphasizing a more standardized product and prioritizing core functionalities over bespoke solutions. This shift is not only aimed at enhancing customer satisfaction but also at improving overall business productivity and staff morale, fostering a new culture within the organization.
Betsy Harbison, CEO at Softrip, successfully completed a funded search in 2021. Her story, however, is rather unique in that the business she acquired is a remote, vertical software company that was also a carve out, meaning that a crucial part of Betsy’s journey involved the daunting task of untangling Softrip from its parent company. In this episode, she considers the pros and cons of self-funded versus funded search; why she ended up buying a remote company when her search had initially focused on the Midwest; the thinking behind her decision, in purchasing the business, not to raise any debt; and the challenges she encountered in doing due diligence on a carve out, including the seller’s insistence that she not speak with employees or customers prior to close. She also shares reflections on her first years as CEO, comprising the excitement and the difficulties around not having the luxury to wait before making changes, the transition from too much product customization to a rebuilding of that core product, and also her recent focus on an entirely new product offering. It’s a distinct story of acquisition entrepreneurship and a fascinating conversation.
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