Client Lifecycle Overview

Client Lifecycle Overview

This document outlines the complete client journey at Crowned Credit — from the moment a lead clicks our ad to the day they graduate with a transformed credit profile. Every team member should understand this lifecycle so they can see how their role fits into the bigger picture.

Lifecycle at a Glance

Phase Stage Name Owner Typical Timeframe 1Lead Generation & AcquisitionMarketing / Media BuyerPre-purchase 2OnboardingOnboarding TeamDays 1–7 3Active Credit RepairCCS + Dispute TeamMonths 1–6+ 4Ongoing Support & RetentionCCS + BillingOngoing 5Graduation & ReferralCCSWhen goals achieved

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Phase 1: Lead Generation & Acquisition

The lifecycle begins in the digital advertising ecosystem. Crowned Credit runs Meta (Facebook & Instagram) ads targeting individuals who are credit-aware, financially motivated, and ready to take action.

How Leads Enter the System

• Meta Ads: Prospective clients click on a lead form or landing page ad. The funnel isad optimized for purchase — not just contact information.info
• Landing Page: Hosted on Shopify, the landing page presentspresenting Crowned Credit's value proposition, pricing tiers, and a clear CTA to begin enrollment.enroll
• Payment: Clients choose a plan and pay upfront:
  • Basic Plan: $150 setup
  • Standard Plan: $249 setup + $200/month
  • Premium Plan: $1,095 one-time
• GHL Entry: Upon payment, the contact is automatically created or updated in GoHighLevelGoHighLevel. (GHL).Automations Automation triggerstrigger immediately.

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Phase 2: Onboarding

Onboarding is where the client relationship is truly established. A smooth, professional onboarding experience reduces churn, sets expectations, and positions the client for success.success in the repair process.

Onboarding StepsTeam Responsibilities

• Portal Creation: The Onboarding Specialist createsSend the client'swelcome GHLSMS sub-accountand ordocument contactrequest portalimmediately withinafter 24 hours of signup. Login credentials are sent via email.sign-up
• SmartCredit Account Setup: The client is guided to create their SmartCredit account so we can pull and monitor their credit reports fromCollect all threerequired bureausdocuments: (Equifax,government Experian, TransUnion).

Orientation Call: A brief 15–20 minute welcome call to introduce the client to our process, set expectations, and answer initial questions. Onboarding Call: A deeper 30–45 minute call where we review the client's credit report together, identify negative items, and map out the dispute strategy. Document Collection: Clients submit ID (government-issued),ID, proof of address, andSSN, authorizationsigned forms.agreement TheseSet areup storedSmartCredit securely(credit in GHLmonitoring) and DisputeFox.verify access Create and configure the client's DisputeFox profile Schedule and complete the onboarding intake call Set realistic expectations — timelines, what to expect from round 1, how updates work Hand off the file to the CCS team with a complete transition note

Onboarding Completion Checklist

Onboarding TaskItem	Owner

Timeline ToolStatus Welcome SMS sentPortal✅ CreationGHL automation Document request sent✅ Manual + automation All documents collected and verifiedManual check SmartCredit account set upManual DisputeFox profile createdManual Onboarding Specialistcall completedManual Within— 24logged hrsin of signup GHL CCS transition note writtenSmartCreditRequired Setupbefore handoff DisputeFox stage updated to "Credit Analysis"Onboarding Specialist Day 1–2 SmartCredit Orientation Call Onboarding Specialist Day 2–3 Aircall / GHL Onboarding Call Onboarding Specialist Day 3–5 Aircall / GHL Document Collection Onboarding Specialist Day 3–7 GHL / DisputeFox Dispute Profile Setup Dispute Team Day 5–10 DisputeFox

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Phase 3: Active DisputeCredit RoundsRepair

Once onboarding is complete, the client is fully onboarded and documents are collected,enters the Disputeactive Teamrepair takesphase. overThis is the primary workload. Thislongest phase can— lasttypically 3–126+ months depending on the complexity of the client'sfile. creditThe profile.CCS team owns the client relationship during this phase.

HowWhat Happens in This Phase

Credit Analysis: The Dispute RoundsTeam Workpulls

Creditall bureaus3 arebureau requiredreports byand law (FCRA) to investigate disputed items within 30–45 days. Crowned Credit leverages this to systematically challengecategorizes negative items onby thetype, client'sage, creditand report.disputable Each "round" refers to a batch of dispute letters sent to the bureaus and/or creditors.

status RoundDispute 1:Rounds: Initial disputes targeting the most impactful negative items (collections, late payments, charge-offs). Letters are generated in DisputeFox and mailedsubmitted orto sentcredit electronically.bureaus Waiting(Equifax, Period:TransUnion, Experian). Each round takes 30–45 days for bureau response. During this time, the CSR team monitors SmartCredit for any updates and keeps the client informed via GHL automations. Results Review: Dispute Team reviews bureau responses. Items that were removed are flagged as wins. Remaining items move to Round 2 with updated strategies. Subsequent Rounds: Process repeats until all actionable items have been addressed or the client's goals have been met.

DisputeFox Pipeline Stages

New Client: Just onboarded, credit report pulled, disputes not yet sent Round 1 Active: First batch of letters sent, awaiting response RoundCCS 1 Review:Check-Ins: BureauCCS responsescontacts received,each beingclient analyzedafter every dispute round to review results, explain what was removed or updated, and preview the next round RoundScore 2+ Active:Monitoring: AdditionalSmartCredit roundstracks score changes in real-time. CCS reviews these and informs clients of meaningful progress Hold:Retention Touchpoints: ClientMonthly unresponsive,proactive documentsoutreach missing,to orensure billingclients issueremain engaged, satisfied, and continuing to pay Graduation Ready:

Dispute AllRound actionableTimeline

Stage Duration Description Letters Preparing2–5 daysDispute letters generated, items addressed,selected, clientstrategy meetingconfirmed graduationLetters criteriaSent1–2 daysSubmitted to bureaus via DisputeFox Awaiting Response30–45 daysBureau investigating; monitoring SmartCredit for updates Results Review2–5 daysCCS reviews results, contacts client, logs outcomes in DisputeFox Next Round PreparationVariesStrategy adjusted based on what was removed vs. what remains

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Phase 4: ClientOngoing Support & Retention

ThroughoutRetention theis not passive — it's an active effort. Between dispute phase,rounds, theclients Customer Support team (CSR team) is the primary point of contact for clients. Their job isneed to keepfeel clients engaged, informed,supported and satisfiedengaged. soIf they continuefeel payingforgotten, theirthey monthly subscription.cancel.

CSRRetention TouchpointsActivities

• Monthly Check-check-in Calls:calls Everyor activeSMS updates — even if there's no new dispute result

Immediate response to any inbound client receivescontact at(within least2 onehours) proactiveProactive calloutreach perwhen monthSmartCredit shows a score change (positive or negative) Billing team intervention when payments fail — reach out before the account gets suspended Addressing client frustration early before it becomes a cancellation request update and either celebrates removals with the client or explains next steps for remaining items. Billing Management: Monthly subscription charges are managed through GHL. CSRs handle failed payments, plan upgrades, and cancellation prevention. Escalations: Complex complaints or legal questions are escalated to the Team Lead or Operations Manager.

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Phase 5: Graduation & Referral

Graduation is a milestone — for the celebration of a client completingand for the team. A client graduates when they have achieved their credit repairgoals journey.or Not every client will reach a "perfect" score, but graduation means their credit profile has been optimized towhen the fullestdispute extentprocess possibleis withcomplete ourand service.

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Graduation Criteria

Allfurther actionable negative items have been disputed (minimum 2–3 full rounds) Client's credit score has improved (ideally by 50+ points) No new negative items have been added during the service period Client has been educated on credit maintenance habits remain.

Graduation Process

• CSRCCS orreviews Disputethe Teamfile flagsand confirms graduation criteria are met

Schedule a graduation call to celebrate the client's progress Walk through the final credit report — show what was removed and what their score looks like now Provide guidance on maintaining credit health going forward Request a Google/Facebook review while client asenthusiasm "Graduationis Ready" in DisputeFoxhigh Ask for referrals — "Do you know anyone else who could benefit from what we did for you?" Close out the DisputeFox file and update GHL to "Graduated"