A custom CRM that replaced the platform a company depended on
Client records, payment ledgers, commission accrual and enrollment, rebuilt as one system the company owns outright. Live now, with document intelligence and conversation capture on the way.
Every session starts here. The password reaches the identity provider through the CRM API in a single request, and nothing is kept in the browser.
The cost of a system you cannot leave
The company ran its entire book of business on a third-party platform. Clients lived on one screen and their payments on another, with no link between them, so answering a question as simple as who has not paid this week meant opening two pages and reconciling by eye.
Enrollment stopped at a hand-off. A signed agreement went to a back office where somebody re-entered it, built a payment schedule by hand and recorded who to credit for the sale. Every one of those steps was a chance to lose a number.
And the data was not theirs to take. There was no export, so leaving the platform meant leaving the history behind. That single fact set the brief: whatever replaced it had to be owned outright, with everything exportable at any time and without asking a vendor.
The signature is what creates the record
One sequence defines the platform. A broker or an in-house rep enrolls a client end to end, and the signature, not a back-office hand-off, is what creates the record, the payment schedule and the commission attribution.
- 01SnapshotThe rep opens their own dashboard and starts the enrollment.
- 02EnrollmentFour steps: business and owner, debt positions, retainer and commission, documents.
- 03SignatureThe only screen the end client sees. No login, identity verified, evidence captured.
- 04AutomationRecord created, positions transferred, schedule generated, attribution locked.
- 05AssignmentThe file enters a queue and is routed by who currently has capacity.
- 06Live fileEverything from here writes into one client record.
Step four is not a screen. It runs server-side the moment the signature completes, which is why nothing in this sequence waits on a person.
Four decisions the rest of the platform follows from
Clients and payments are one list, not two pages
The default sort is urgency, not the alphabet. A missed payment, a returned one, or a file with no contact for a week rises to the top on its own. Expanding a row opens that client's payment ledger inline, so the answer to who to call today sits on one screen instead of being assembled from two.
All102Not paying14At risk6Due this week3No activity 7+ days100
| Client | Stage | Debt position | Remaining | Next payment | Retainer paid | Last activity |
|---|---|---|---|---|---|---|
| Hillcrest Orthodontics | Active 154d | 0/3 settled$505,800 RTR | $228,096 | $641 | 27% | 19d ago |
| Larkspur Florists | Active 275d | 0/3 settled$125,758 RTR | $102,132 | $365 | 50% | 57d ago |
| Ashfield Plumbing & Heating | Active 286d | 0/4 settled$433,707 RTR | $332,939 | $685 | 5% | 40d ago |
| Jamestown Welding Supply | Settled 375d | 2/3 settled$320,439 RTR | $57,864 | Nothing scheduled | 91% | 71d ago |
Commission accrues only on money that actually arrived
Tiered plans resolve per rep, then per broker or sales floor, then to a default. Rates differ by payment sequence, so a first payment and a fourth are not worth the same. Nothing accrues on a scheduled payment, only on a cleared one, and a returned payment reverses the commission as its own negative line rather than quietly editing history.
- Accrued
- $2,184.12
- 18 lines
- Earned
- $2,123.89
- accrued less clawbacks
- Paid
- $1,476.30
- recorded as settled
- Net payable
- $647.59
- still owed
| Date | Client | Payment | Cleared | Rate | Commission |
|---|---|---|---|---|---|
| 2026-08-04 | Hillcrest Orthodontics | 1 of 12 | $641.00 | 23% | $147.43paid |
| 2026-08-11 | Larkspur Florists | 4 of 12 | $365.00 | 16.5% | $60.23accrued |
| 2026-08-18 | Ashfield Plumbing & Heating | 2 of 24 | $685.00 | 16.5% | $113.03accrued |
| 2026-08-21 | Larkspur Florists | 4 of 12 | $365.00 | 16.5% | -$60.23clawed back |
Enrollment ends in a signature, not a hand-off
A four-step wizard collects the business, its debt positions, the retainer terms and the documents, then generates a merged agreement and sends it out. Attribution is filled from whoever is signed in and stays read-only for the rep. On completion the record, the schedule and the commission plan all exist at once, with nobody re-typing anything.
Retainer scheduleGenerated on signature · 12 instalments
| # | Due | Amount | Status | Commission |
|---|---|---|---|---|
| 01 | 2026-08-07 | $641.00 | cleared | $147.43 |
| 02 | 2026-08-21 | $641.00 | cleared | $105.77 |
| 03 | 2026-09-04 | $641.00 | NSF | -$105.77 |
| 04 | 2026-09-18 | $641.00 | scheduled | projected |
| 05 | 2026-10-02 | $641.00 | scheduled | projected |
Access is a property of the data, not a hidden menu
A broker asking for the client list receives only the clients they enrolled. A rep receives only their own floor. This is enforced at row level in the data model rather than by hiding navigation, so there is no view that leaks by being reached another way. Every change writes to an audit log that cannot be edited, and the whole dataset exports on demand.
Audit trailAppend only · identity and business events in one log
| When | Who | What | Event | Changed |
|---|---|---|---|---|
| 03/09 09:14 | owner@example.com | Authentication | signed_in | Nothing recorded |
| 03/09 09:22 | operations@example.com | Client · Hillcrest Orthodontics | stage_changed | EnrolledActive |
| 03/09 09:31 | operations@example.com | Payment · 3 of 12 | status_changed | pendingNSF |
| 03/09 09:31 | system | Commission · line 41 | clawed_back | $105.77-$105.77 |
| 03/09 10:02 | management@example.com | Negotiator assignment | reassigned | UnassignedNegotiator 4 |
Five roles, five different versions of the same screen
Each role opens the same client list and gets a different set of rows back. Scope is resolved in the query, not in the interface.
| Role | What the client list returns |
|---|---|
| Executive | Everything, plus the portfolio view: debt under management, receivable projected over 30, 60 and 90 days, and outstanding commission liability. |
| Admin operations | Everything operational: assignment, payment import and reconciliation, commission plans, users and configuration. |
| Negotiator | Their own files by default, ordered by the worst position rather than alphabetically, with staleness clocks that carry over on reassignment and are never reset. |
| Broker | Only the clients they personally enrolled, plus their own commission statement: accrued, paid, and reversed. |
| Sales | Only their own sales floor, with a leaderboard across the reps on it. |
What ships next
The first release replaced the system. The two after it make the day faster, then bring in what happens outside the platform. Each phase is scoped on its own so nothing waits on everything.
- 01
Replace the system
LiveStop depending on a third-party platform.
- Client record with debt positions and flags
- Retainer ledger and payment schedules
- Commission engine, plans and statements
- One list for clients and payments
- Enrollment, document generation and signature
- Role dashboards and lifecycle cohorts
- Audit log and full data export
- Migration off the old platform
- 02
Make the day faster
Take the manual work out of managing a file.
- Full client workspace and activity timeline
- Document intelligence: OCR, classification and summaries
- Semi-automated note engine
- Negotiation calculator and offer log
- Reconciliation against the payment processor
- Processor and ACH integration
- Reporting and a report builder
- 03
Bring in the outside world
Capture what happens off the platform and act on it.
- Zoom and email ingestion, with AI summaries of every conversation
- SMS, in thread with the client record
- Work and task planning across roles
- AI copilot and settlement comparison
- Client-facing portal and notifications
- SLA and automation engine
- Automated commission payout
Tell us how your operation actually runs.
A first conversation is a conversation, not a pitch. If a custom build is the wrong answer for you, we will say so.