What We Learned From the TwineBiller Beta Program

When we first opened the TwineBiller beta program, we thought we had a pretty good understanding of the problem we were trying to solve. 

After all, TwineBiller was born from a challenge we experienced ourselves. 

Like many accounting and bookkeeping firms, we purchase software subscriptions on behalf of clients, manage wholesale licensing arrangements, and rebill those costs as part of our client services. Over time, that process became increasingly difficult to manage. Software vendors changed pricing. Discounts expired. Clients changed plans. New subscriptions were added. Existing subscriptions were cancelled. 

What started as a straightforward billing process gradually became something that required more and more manual oversight. 

We suspected we weren't alone. 

The beta program was designed to test that assumption and gather feedback from firms around the world. Over the past few months we've had dozens of conversations with accountants, bookkeepers and practice owners about how they manage software subscriptions and client billing. 

While every firm operates differently, several common themes emerged. 

Some confirmed what we already believed. 

Others surprised us. 

Lesson #1: Most Firms Are Managing More Complexity Than They Realise 

One of the biggest insights from the beta was just how many moving parts are involved in subscription billing today. 

Ten years ago, many firms only needed to manage a handful of software products. Today, it's not uncommon for a firm to support clients across bookkeeping platforms, payroll systems, practice management tools, reporting software, workflow solutions and industry-specific applications. 

Each application may have its own pricing model, renewal cycle, discount structure and billing process. 

As firms grow, the complexity grows with them. 

Many beta participants described subscription billing as something that "works most of the time" but becomes increasingly difficult to review and validate. 

The challenge isn't necessarily processing invoices. 

The challenge is maintaining confidence that everything is accurate. 

Lesson #2: Visibility Matters More Than Automation 

Going into the beta, we expected firms to be primarily interested in saving time. 

While efficiency is certainly important, that wasn't the dominant theme we heard. 

The most common request was visibility. 

Firm owners wanted answers to questions such as: 

• What subscriptions are we currently paying for? 

• Which clients are being billed for those subscriptions? 

• Are software price increases flowing through correctly? 

• Are any discounts about to expire? 

• Which subscriptions are generating margin? 

• Which subscriptions are being absorbed by the firm? 

The more conversations we had, the clearer it became that visibility was often a bigger challenge than processing the billing itself. 

Many firms were comfortable spending some time on subscription reviews if it gave them confidence that their data was accurate. 

What they didn't want was uncertainty. 

Lesson #3: Spreadsheets Are Still Doing a Lot of Heavy Lifting 

Another recurring theme was the widespread use of spreadsheets. 

For many firms, spreadsheets remain the primary tool used to track subscriptions, pricing arrangements and client allocations. 

There is nothing inherently wrong with spreadsheets. In fact, they are often the quickest way to solve a problem in the early stages of growth. 

The challenge is that spreadsheets become increasingly difficult to maintain as the number of clients, subscriptions and pricing changes increases. 

Several beta participants described situations where only one or two people within the firm fully understood the spreadsheet structure. 

Others admitted they were unsure when the data had last been comprehensively reviewed. 

This isn't a criticism of those firms. It's simply a reflection of how quickly subscription complexity has increased across the profession. 

Lesson #4: Small Billing Errors Can Have a Big Impact 

One of the most interesting discoveries during the beta was that firms rarely identified one large problem. 

Instead, they identified multiple small issues. 

A missed subscription here. 

An expired discount there. 

A software price increase that hadn't been passed on. 

A client plan change that wasn't reflected in billing. 

Individually, these items may seem insignificant. 

Collectively, they can impact profitability and create unnecessary complexity. 

This is particularly relevant at a time when many firms are experiencing rising wage costs, increasing software expenses and growing pressure on margins. 

Protecting profitability isn't always about winning more clients or increasing fees. 

Sometimes it's about ensuring existing processes are operating as intended. 

Lesson #5: EOFY Creates a Natural Review Point 

Perhaps the most timely lesson from the beta is that many firms already recognise the importance of reviewing subscription billing. 

The challenge is finding the time to do it. 

As we approach the new financial year, firms across Australia are reviewing pricing, updating client agreements, planning budgets and setting growth targets. 

It is also the perfect time to review subscription billing. 

Questions worth asking include: 

• Have software vendors increased pricing over the past year? 

• Have all subscription costs been allocated correctly? 

• Are there any subscriptions no longer being used? 

• Are client billing arrangements still appropriate? 

• Are we maintaining the margins we expect? 

The firms that have the greatest confidence in their subscription billing process tend to be those that review it regularly rather than waiting for issues to surface. 

How Beta Feedback Changed TwineBiller 

One of the most rewarding parts of the beta program has been seeing how customer feedback directly influenced the product. 

Many of the improvements we've made over the past few months came from conversations with accountants and bookkeepers who were willing to share their experiences. 

That feedback helped shape reporting enhancements, workflow improvements, visibility features and client management functionality. 

More importantly, it helped us better understand the real problem firms are trying to solve. 

While automation remains important, the beta reinforced that confidence, visibility and control are equally valuable. 

The goal isn't simply to process subscription billing faster. 

The goal is to give firms confidence that their subscription billing is accurate. 

Looking Ahead to Public lLaunch 

The beta program has been incredibly valuable, and we'd like to thank every firm that participated, shared feedback and challenged our thinking. 

Their input has helped shape the version of TwineBiller that will be publicly available shortly. 

If you want to see first hand what we’re building, there’s still time to get in on the beta - and more importantly - secure 6 months free access to Twine Biller.