Lender information

10 questions you forgot to ask during your demo

Last updated October 30, 2025

Eseose Animhiaga

In this post

You’ve just wrapped up a demo with us. You’ve seen how the platform handles disbursements, repayments, collections, and reporting all in one place. The workflows made sense and your team could already imagine how much cleaner operations would be once you go live.

But once the excitement settles, a few questions usually come up. These are questions that don’t always make it into the demo but can make a real difference when you start running live loans. Things like what happens when a borrower’s payment fails, how fast you can create new loan products, or what kind of support you’ll actually get once onboarding ends.

We’ve been on hundreds of demo calls with lenders of all sizes and these questions always resurface after the meeting. So we put them all together in one place.

Here are ten questions you probably forgot to ask during your demo (but really should).

1. How easy is it to change or add loan products once we go live?

Your business will evolve. Today you’re offering 30-day personal loans, but six months from now you might want to test buy-now-pay-later products or introduce a salary-backed loan for 9-5ers. The real question isn’t whether the platform supports multiple products but how much friction exists when you need to create or modify them.

With Lendsqr, you can create or modify loan products directly from your admin dashboard. Want to adjust the interest type from flat to reducing balance? Change the repayment schedule from monthly to weekly? Add new fees or update eligibility rules? You can do all of this without involving a developer or waiting for the next update cycle. Changes apply immediately to new loans, while existing loans continue running under their original terms. This matters because lenders who can rapidly iterate on product offerings see higher customer retention rates than those locked into rigid product structures.

2. What happens if we outgrow the current subscription tier?

Growth is good, but it often arrives inconveniently. One month you’re processing 500 loans, the next you’ve closed a partnership that triples your volume. Platform limitations shouldn’t force you to choose between turning away customers or scrambling for alternatives.

You can upgrade your tier anytime with Lendsqr. If your current tier can no longer handle your scale, we move you to the next level with minimal disruption. Your data, configurations, and integrations remain intact, and you gain access to additional features designed for higher volumes. There’s no data migration headache, no rebuilding of workflows, no re-integration of your payment processors.

3. Who is our day-to-day contact, what exactly will they do, and how do we escalate issues?

This question reveals how seriously a vendor takes post-sale relationships. You’re not buying software, you’re entering a partnership that needs to function when borrowers are calling about missing disbursements and your ops team is troubleshooting a stuck approval queue.

Each Lendsqr customer is assigned an Account Manager who oversees your performance and conducts bi-weekly check-ins. These aren’t generic “how are things going” calls but structured reviews of your usage patterns, growth metrics, and any friction points in your operations. For technical escalations, there’s a defined support channel on standby to handle your requests.

4. What happens when payments don’t go through?

Payments fail constantly. Banks have maintenance windows, networks glitch, accounts have insufficient funds, and processors occasionally return cryptic error codes. The difference between a good platform and a mediocre one shows up in how it handles these failures.

When a payment fails on Lendsqr, whether it’s a disbursement or a repayment, the transaction is automatically flagged with an error status traceable to the source. You can immediately see whether you’re dealing with a network issue, a lien on the account, or a processor failure. Cases can be escalated to the Lendsqr support team for investigation, and once the cause is confirmed, Finance steps in to reprocess or reverse the transaction as needed. Most cases resolve almost immediately after verification.

5. Can the platform support multiple currencies or country setups?

If you’re operating in Nigeria today, you might expand to Kenya next year or Ghana the year after. Each market brings different currencies, regulatory requirements, interest calculation methods, and identity verification systems. Rebuilding your infrastructure for each market is expensive and slow.

Lendsqr supports multiple countries with different currencies, interest rules, and ID verification systems. You can configure operations across markets from a single platform, which means your team isn’t learning three different systems or maintaining separate datasets. Over the years, we’ve noticed that financial institutions that successfully expand across African markets grow their customer base significantly faster than single-market players, but only if their technology doesn’t become a barrier.

6. How does Lendsqr handle downtime or service disruptions?

Uptime statistics look great in a brochure, but the real test is what happens during the rare times when things go wrong. Your borrowers don’t care about your SLA when they can’t access funds, and your team shouldn’t be left guessing whether the problem is on their end or yours.

We maintain 99.9% uptime backed by real-time daily monitoring and automated failover systems. In rare cases of downtime, updates are shared immediately through the client status channel, and incident reports follow once everything is resolved. This transparency matters because how we communicate during failures significantly shapes your perception of the quality of service you’re getting.

7. What does the handover to our team look like after setup?

The transition from implementation to independent operation is where many software deployments stumble. Your team needs to feel confident running the platform without holding the vendor’s hand, but they also need to know help is available when questions arise.

After go-live, we conduct a full walkthrough where your team gets complete admin access and process documentation. Once everyone feels confident, we formally hand over to your team, though your Account Manager remains available for post-launch support.

8. How customizable are borrower communications?

Generic messages feel impersonal, and impersonal messages get ignored. Your borrowers should receive communications that sound like they’re coming from your brand, not a generic lending platform. This becomes especially important when you’re sending payment reminders or notifying customers about loan approvals.

Lendsqr allows you to edit message templates and channels for loan status updates, repayment reminders, and notifications. Templates can include borrower-specific variables like name, amount, and due date, so every message feels relevant and personal. In lending, where trust is everything, personalization directly impacts repayment behavior.

9. How do we manage staff access on the platform with regards to permissions and actions they can perform?

Your loan officer shouldn’t be able to approve their own loans, your customer service rep doesn’t need access to financial reports, and when someone leaves your company, you need to revoke their access immediately. Ergo, access on Lendsqr is role-based, meaning you can create user roles with precise permissions defining who can approve loans, disburse funds, or edit customer information. Admins can deactivate users instantly if staff leave or roles change. Granular permission controls protect your business from insider threats and ensure that employees who retain access after role changes don’t create vulnerabilities.

10. Can you migrate our existing manual loans or even loans from other systems we used in the past?

Yes you can, bcause switching platforms shouldn’t mean abandoning your history. Your loan performance data, customer relationships, and repayment patterns are valuable, and you need them in your new system to make informed decisions and maintain continuity with existing borrowers.

Lendsqr provides a migration template for all loan and customer data. Our team assists with validation, test uploads, and data mapping to ensure your existing records appear correctly on the new platform. This matters because data migration challenges are frequently cited as a primary reason for delayed or failed system implementations. Starting fresh might sound appealing, but your historical data is how you prove your business is investable and sustainable.

Ask the uncomfortable questions during demo

Demos are designed to make everything look easy. The real work of evaluation happens when you start asking about the exceptions, the edge cases, and the 3 AM scenarios that don’t fit neatly into a slide deck.

At Lendsqr, we’ve built our platform around what lenders actually face once the demo ends and the work begins. The answers you see here reflect how we think about long-term partnerships, not just product features.

So, as you review your demo notes or prepare for a follow-up session, bring these questions with you. We’re always ready to walk through them in detail and show exactly how Lendsqr supports you through every stage of growth. Send us a message at [email protected].