Oracle was caught off guard. As a company not used to dealing with call-center-based customer service, it suddenly had to handle help desk requests for thousands of vendors - half of whom were outside of the United States and Canada. At the time of the deal, Micros software managed payments and reservations for more than 300,000 hospitality owners worldwide. Customers were also demanding cheaper software that is much more adaptable to today’s best practices and third-party tools. Some hoteliers were on versions of Micros that were 15 or 17 years old. It took Oracle awhile to figure out how to plot a multi-year transition of Micros customers from license-based deals to Web-based, subscription services. The older deals represented more than 90 percent of Micros’s revenue at the time of the transaction. Get the full story at Skift