The challenge

Framna is a leading digital product and technology consultancy with teams operating across EMEA. Their General Counsel (and sole in-house counsel) is responsible for supporting the business, covering all legal work across the entire organisation. One of the biggest pressure points was Framna’s main customer contract: a lengthy Partner Framework Agreement that had evolved over time into a dense, legalistic document. Sales teams frequently needed support to understand the agreement, respond to customer questions and assess proposed changes. With teams working across multiple countries with clients who use English as a second language, even straightforward negotiations often required legal involvement. As a result, the contracting process wasn’t always able to keep pace with a business focused on moving quickly and scaling. 

What we did

We began with a discovery workshop involving Framna's GC and sales leaders to understand how the existing agreement was used, where negotiations were slowing down deals and which terms generated the most questions. Using those insights, we redrafted the entire contract pack through a legal design lens, restructuring the agreements from the ground up to make them quicker to navigate, easier to understand and more closely aligned with Framna's brand and tone of voice.

The agreements were rewritten in clear, business-friendly language that remained legally robust, but also more accessible to customers and internal teams across different jurisdictions. We then refined the drafts with legal and commercial stakeholders to ensure they worked effectively in real-world sales conversations.

The outcome

The redesigned contract suite has helped Framna move from a bottlenecked legal process, to one that better supports the wider business by empowering the sales team to self-serve. They are now able to engage more confidently in customer discussions and to handle routine contract questions independently. This has reduced the need for day-to-day legal involvement and freed up the General Counsel to focus on higher-value strategic work.

Most importantly, Framna now has a contracting framework that can scale with the business. The redesigned agreements provide a strong foundation for further self-service tools, guidance and playbooks, helping their GC to expand their support expand its support across the organisation.