Making Delivery and Billing Agree
A composite scenario showing how a shared account record closes the gap between what sales scoped and what finance billed.
Company profile: A mid-sized IT consultancy running a mix of project engagements and ongoing retainers for around 40 active client accounts.
Illustrative scenario. This is a composite example based on patterns we commonly see across DexVee deployments in this industry — not a single named, verified customer. Company details, quotes and figures are representative, not audited results from one specific business.
The situation
Sales tracked deals in a lightweight CRM, delivery tracked project status in a separate project tool, and finance raised retainer invoices from a spreadsheet of contract start dates. Scope changes discussed directly with clients during delivery didn’t reliably make it back to what finance billed for — some retainers were under-billed for months before anyone noticed.
When a client raised a support request, the person answering often didn’t have visibility into the account’s sales history or current contract terms, leading to inconsistent answers and a slower response.
The approach
One account record
Sales, support tickets and billing were consolidated onto the same account record, so anyone touching a client relationship saw the same history.
Contract-linked billing
Retainer invoices were generated directly from contract terms on a defined cycle, rather than a manual spreadsheet-driven process.
Renewal tracking
Retainer renewal dates were tracked with pre-expiry follow-up, replacing an informal "someone remembers to check" process.
What changed
- In this scenario, under-billed retainer months were caught and corrected within the first billing cycle after go-live, rather than discovered months later.
- Support requests were answered with full account context immediately, instead of routing through whoever originally sold the engagement.
- Retainer renewal conversations started from a shared, trusted view of contract status instead of a reconstructed one.
Solutions used in this scenario
Is your business facing something similar?
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