CASE STUDY

Refreshing a mature SaaS while rebuilding onboarding and payments from scratch

About

Firmao is a Polish CRM and business management platform used by companies to manage sales, customers, tasks, invoices, and everyday operations. Our main work focused on the in-app license and plan management experience: choosing a plan, buying seats, assigning licenses to users, managing payment details, and understanding what happens when the team grows. Alongside that, we worked on onboarding improvements to help new users enter the system with more guidance and less friction.

INDUSTRYCRM / Business Systems

AUDIENCEBusiness Users & Admins

PRODUCTSaaS Platform

SCOPEIn-app Licensing, Plan Management & Onboarding

Why this mattered

Growth inside a SaaS product depends on more than getting users in. For Firmao, monetization and adoption were tightly connected. Users needed to understand the product, and admins needed a clear way to choose plans, buy additional seats, assign licenses, and manage access without relying on manual support or leaving the product.

Make plan selection and license management easier to understand
Support self-service upgrades, seat changes, and account growth
Reduce friction for admins managing users and billing
Connect onboarding, product access, and monetization more clearly

The design challenge

The challenge was to make business rules feel simple in a complex system. License management touches many parts of a B2B SaaS product: users, roles, plans, limits, payments, access, and billing status. The experience had to be clear for admins making purchase decisions and flexible enough to support different company sizes, product plans, and future changes to the pricing model.

Building a simple purchase flow on top of complex plan and seat logic
Combining admin control with clear guidance for non-technical users
Connecting user access with payment and billing constraints
Linking product onboarding with monetization moments

Design decisions

We designed the licensing flow as a connected account management experience. Purchase, billing, and user access work as one product logic, so admins can understand available plans, manage seat limits, assign licenses, update payment details, and see how account changes affect the team.

Clear plan comparison and seat selection inside the product
License assignment connected to user management
Visible limits, statuses, and next steps for admins
Payment and billing details integrated into the account flow

What it enabled

The product has a clearer path from adoption to account growth. The experience makes it easier for companies to understand what they’re buying, manage who has access, and grow their account inside the product itself. Combined with onboarding improvements, it gives Firmao a more structured way to guide users from first setup to paid product use and ongoing team management.

Admins can manage plans, seats, and users in one clearer flow
Account growth is easier to handle inside the product
Product access and billing rules are easier to understand
Onboarding and monetization work as parts of one product journey

MORE WORK

A few more projects
worth a look.

BIZNES INFO

How a news site became a business source entrepreneurs trust and advertisers value

COLIN ROSE INSTITUTE

How a language school turned its method into a personalized learning tool

IDEA CENTER

When a rebrand meets a redesign: reshaping a mature e‑commerce operations platform

See all case studies

Let's create something great together.

Let's talk