SOTERIS CHARALAMBOUS. Impact Tech.

Impact Tech

SOTERIS CHARALAMBOUS Head of content at Impact Tech

What CRM do Forex businesses need?

Increasing competition in Forex requires a purpose-built platform like Impact CRM to meet the demands of the industry

Nowadays, the challenge of keeping traders happy and loyal to your Forex brand is harder than ever. Every Forex business needs to ask itself if the CRM they use meets the demands of the industry and offers a competitive advantage.

As with most retail businesses retention is a never-ending challenge in Forex while increasing churn has caused the closure of many brokerages.

One of the most important success factors in business today is the customer experience (CX). According to research by Walker consulting it is going to be the key differentiator for most businesses by 2020. In fact, customer satisfaction will be more important than price or product in purchase decision-making. Improving CX depends on how well a business understands each customer’s individual needs and how effectively they communicate during the customer journey.

conversions and suffer increasing churn. To achieve this level of understanding requires the collection, processing and analysis of customer data.

ImpacTech’s Impact CRM has been built to meet the demands of the Forex industry. It is the collection point for all customer data and uses artificial intelligence (AI) to process and analyse this data to enable a Forex business to deliver personalized customer experiences at scale along every touchpoint on the customer journey.

By channelling all the data from phone calls, live chat, emails, chatbots, PPC and social media campaigns through Impact CRM a Forex business gets the most accurate understanding of each trader. Additionally, data regarding deposits and withdrawals as well as payment records in relation to transactions can be crossed, analysed and matched with marketing activities. These insights give predictions on where to spend marketing budget to reach campaign objectives more efficiently.

Data driven: Understanding customers’ needs requires analysing data from multiple channels

Impact CRM is like an artist painting a portrait. The more detail that goes into the CRM the more accurate the portrait of the customer it creates.

With a more accurate customer portrait to work from a Forex business can acquire leads more efficiently which reduces CPL and CPA. Conversions also increase and it becomes easier to identify cross-selling and upselling opportunities.

Customer LTV (LifeTime Value) also increases, and a business reduces churn by identifying patterns in customers that reflect loss of brand confidence.

CONNECT IMPACT CRM TO ANY TRADING PLATFORM

Target any territory: Meet regulatory requirements and reach a global customer based with customisable rule-based client input fields

Most Forex businesses use MT4 and MT5 trading platforms because they are the most popular. Naturally, Impact CRM integrates seamlessly with these and any other Forex trading platforms. The user-friendly front end makes account opening easy and carrying out fund transfers hassle-free. Customisable rule-based client input fields make targeting a global customer base easier and a frictionless experience for all traders while meeting the regulatory requirements of each territory.

Impact CRM also offers multi-tenancy capability and can service multiple portals.

Most Forex businesses use MT4 and MT5 trading platforms because they are the most popular. Naturally, Impact CRM integrates seamlessly with these and any other Forex trading platforms.

The user-friendly front end makes account opening easy and carrying out fund transfers hasslefree. Customisable rule-based client input fields make targeting a global customer base easier and a frictionless experience for all traders while meeting the regulatory requirements of each territory. Impact CRM also offers multi-tenancy capability and can service multiple portals.

Access to trading and demo accounts is via Impact CRMs ‘front end’ and part of the process of logging in to the traders room client. This makes trading related data collection more efficient and timelier.

THE IMPACT CRM COMPETITIVE ADVANTAGE

Supercharge sales: Automated lead scoring and lead distribution define which leads are the most qualified and segments them to the team best suited to convert

Automated Lead Scoring and Automated Lead Distribution is an outstanding feature of Impact CRM which increases efficiency in sales. It determines which leads are the most qualified and segments leads to the team best suited to convert them.

The Automated Lead Distribution tool also attributes leads based on the marketing channel they came through, the language used and Introducing Broker.

Impact Telecom also integrates seamlessly to Impact CRM and adds two more cutting-edge AI-driven features to Forex operations.

Sentiment analysis determines the mood of a trader (and agent) during an interaction. These insights Identify what makes traders happy and improves retention by increasing understanding about what actions lead to sales.

Telecoms integration also enables efficient calls monitoring. This is important for Forex brokerages keen to improve their compliance management.

Empower every employee: All client-facing employees are equipped with the information they need to deliver the best CX

Impact CRM has been designed to empower every client-facing employee with the information they need to deliver the best CX.

The efficiency gains made by switching to Impact CRM increase over time. Working with a system that uses a modern, intuitive interface that delivers relevant information in a single screen is how to take CX to the next level.

By displaying all account activity on one screen along with personal information like LTV enables an agent to make more informed and efficient decisions.

All documents including verification details, KYC/AML status, audit logs, calls and emails can also be seen within their timelines to add relevance.

Customisable reporting capabilities enable managers get the reports they need to analyse their team’s performance. Meanwhile, CEOs can see a global picture of the business with profit and loss reports. Naturally, customisation extends to manage access to sensitive information.

Impact CRM also offers the promise of zero downtime and ensures your Forex business is always available to customers. The robust content delivery networks (CDNs) ensure your business is always online regardless of its size, traffic volume or data needs.

This solution also has security covered. Impact CRM offers encryption using the latest technology like https and SSL protocols to ensure your data is always beyond the reach of external threats.