Impact Tech Ltd

Impact Tech Ltd

SOTERIS CHARALAMBOUS Head of Content at Impact Tech Ltd

What’s on your Forex CRM checklist?

Impact CRM’s AI-driven tools naturally grab the most attention because of the advantages they offer brokerages, but the benefits of the many other integrations shouldn’t be overlooked

There is so much attention focused on artificial intelligence (AI) in business today and rightly so. The easiest way to bring the benefits of AI technology to a brokerage is via a CRM. It’s a game changer for brokers and offers a genuine advantage for early adopters.

AI technology is essential for delivering industry leading Customer Experience (CX). Enhanced CX enables a brokerage to offer a personalized customer journey and improve KPIs like increasing customer loyalty and satisfaction, decreasing Cost Per Lead (CPL), Cost Per Acquisition (CPA) and the Churn Rate. The ability to take control of the customer journey can’t be overstated and Impact CRM’s AI-driven tools change the way brokers interact with their customers.

With the spotlight on the many benefits this cutting-edge technology offers it sometimes comes as a surprise how many other integrations are available or built into such innovative software.

Built-in telephony with Impact Telecom

All a broker’s business communication needs are included and tracked in Impact CRM with Impact Telecom. It gives your business quality telephony at highly competitive call rates. The system requires no additional hardware and can be set up in no time.

The cloud-based PBX platform is available free of charge and is also available as a stand-alone solution. With Impact Telecom incoming calls are automatically matched to a customer’s CRM records, displaying the appropriate Contact or Account record to the call operator. This gives immediate visibility of the caller’s details and their account history.

CRM integration is compatible with most VoIP software services using our proprietary APIs. When an incoming telephone call is received the system searches the CRM across the telephone fields to find a match. When a match it found it displays the relevant screen to the user along with all their recent interaction information.

“It really makes no sense for any brokerage today to still be paying for their telephony system,” said Anthony Papaevagorou, Head of Sales at ImpacTech.

“AI-driven Impact CRM and our cloud-based PBX technology Impact Telecom offers everything modern brokerages need and so much more.”

“The value from the data in every phone conversation increases because it is combined with data from all the other channels that connect to Impact CRM.”

Most interactions between a customer and a brokerage take place over the phone. Many brokerages record and store these interactions for training purposes and in compliance to regulations. However, these interactions can also be used as inputs to produce valuable insights and reduce manual analysis work.

Impact CRM makes it is possible to monitor all phone interactions. It transcribes calls to text and uses Machine Learning to infer compliance violations, predict issues affecting the company and the sentiment of the call. As a result, a brokerage can use the business intelligence provided in collaboration with the other modules to enhance CX and increase customer satisfaction.

Easy integration with MT4 and MT5

Impact CRM integrates easily with MT4/MT5 and has real-time 2-way syncing with the trading platforms. The scalable API architecture and advanced webhooks makes integration with all your existing applications hasslefree and enables your business to leverage maximum value from your customer data.

Impact CRM’s real-time reporting delivers more than any other Forex CRM and can bring up reports for the day, the week, month or year. It pulls together leads and revenue reports as well as trading data in real-time.

Additionally, deposits/withdrawals data and payment records in relation to transactions can be crossed, analysed and matched with marketing activities to ensure your team has all the information they need to deliver the best customer experience.

Automated lead and customer management tools

With Impact CRM your best leads get allocated to the agent most suited to convert them into a customer. There is no chance of your sales team tripping over each other as every lead is automatically segmented based on the marketing channel it came through and language used.

The Dynamic Lead Scoring feature enables your business to contact the most qualified leads because of its high prediction accuracy. For example, one business that processes around 300,000 leads per month using the tool reports 86.7% prediction accuracy for lead to conversion.

The Churn Prediction feature gives the retention team a huge advantage in their retention efforts and ability to reduce churn rate. By processing and analysing huge data sets it identifies the common behaviour patterns in customers that follow a loss of confidence in the brand. It also accurately identifies the interactions that undermine the trust between your broker and the customer.

Single screen customer journey profile

With Impact CRM, agents access all the information they need about an individual customer from a single screen. Personal details including customer lifetime value (CLV), verification status, ID documents, bank details, transactions and accounts are visible from the same screen.

All account activity is displayed in context along with previous communications to help the agent get the most out of every customer interaction.

Additionally, customer input fields in Impact CRM are fully self-customisable and follow a rule-based flow that creates a frictionless onboarding experience for customers while meeting the KYC and regulatory requirements of the territory.

Tracking the progress of every customer’s KYC process and AML is easy and regulatory auditing is simplified with automated notifications when ID documents are due for renewal.

Efficient and hassle-free document management makes keeping track of customer documentation easier. Impact CRM translates documents into the user language and facilitates compliance management by setting alerts for when identification documents need to be updated. A historical record of customer documents is kept on the system to meet auditing requirements.

Intelligent global payment gateway

Impact PSP also integrates effortlessly with Impact CRM to provide your business with payment services that cover the world.

It’s the ideal payment gateway for any Forex broker with over 300 payment providers. Payment options offered to customers are geographically determined and prioritised by the lowest fee to your business. The sophisticated reporting system gives your business a real-time overview of payment flows and sends instant notifications regarding payment issues or delays. It also generates custom reports on currency, payments and gateway.

For businesses that have multiple brokerages operating around the world the multi-tenant configuration offered by Impact CRM is highly beneficial.

Impact CRM can support all your businesses and service multiple portals from the same platform and cater for each of their unique business needs. Each tenant is a separate, self-contained configuration for each company with its own users, groups and roles and each tenancy can be customised according to the specific needs of the business.

CEOs have a global picture of operations and a fully customised dashboard that displays all business-critical information. The manager dashboards provide access to the data they need to analyse their team’s performance and the operations they oversee including sales, marketing, conversion, retention, dealer and customer support. Meanwhile, every team member’s access is pre-defined to give them all the information they need to perform their role from a single interface while managing access to sensitive data.

“We are committed to using technology to help our customers become more agile and increase their productivity with new features added all the time. Our overarching goal is to create business applications that are simple to use, affordable and highly effective,” added Papaevagorou.

“And unlike other CRMs used by brokers, Impact CRM is offered at a flat fee with no hidden commissions or revenue share obligations.”