Lendware Billing Operations Map
Complete customer billing journey documentation for mortgage professionals. Navigate stages, processes, checklists, and templates with clean handoffs between Sales, CS, Support, Finance, and Product.
⚠️ Updated Feb 11, 2026
Reflects latest billing operations from Tim & Krystal transcript: Billing platform split (Stripe legacy / QuickBooks new), ACH primary payment, corrected signup flow, renewal reminder legal requirements.
Customer Segments
3
Single User, VSB, Enterprise
Billing Stages
10
From signup to exceptions
Key Pain Points
4
Missed expansions, declined cards, unreported seat additions, unclear flow
Company Context
Lendware SaaS CRM for Mortgage Professionals
Tech Stack
Billing: Stripe
Accounting: QuickBooks
CRM + Support: HubSpot
Analytics: PostHog
Pricing Model
Per-seat, Annual contracts
Payment: Monthly or Annual
Methods: Credit Card, ACH, Wire
Team: 1 Controller, 1 Rep
Quick Navigation
A. Signup & First Payment
Prospect to paying customer
D. Expansion (Seat Adds)
Prevent missed expansions
H. Collections & Dunning
Handle declined credit cards
Swimlane Flows
Visual process flowcharts
RACI Matrix
Responsibility assignment by role
What Could Go Wrong
Failure scenarios & mitigations
Metrics Dashboard
Revenue, operations, and health metrics
Support Checklists
Step-by-step ticket handling
Email Templates
Pre-written customer communications