Our client is a leading digital brokerage that provides trading and investment services through web and mobile platforms. The company serves a fast-growing investor base in Asia, offering access to equities, derivatives, and other financial instruments with a strong emphasis on usability and scale.
Support agents lacked a centralized system to process sensitive user requests — such as fee clarifications or transfer tracking. These cases were previously spread across third-party tools, slowing resolution and creating inefficiencies. Innovecs developed a dedicated back-office application where support specialists could see all relevant customer data in one place.
Non-standard support requests required manual handling across fragmented third-party systems.
Lack of transparency made it difficult to investigate fund-related issues.
Support agents needed a single view of client transactions, activity, and requests.
Delivered a dedicated back-office interface specifically for handling complex support requests.
Connected to internal APIs to provide a consolidated view of user data and account activity.
Reused shared UI components from the trading platform to maintain consistent design and usability.
Strengthened user trust by improving handling of sensitive financial queries.
Enhanced and accelerated the client’s internal process for resolving complex support cases.
Provided specialists with a single view of customer data, increasing clarity in support handling.
Faster, clearer responses improved overall satisfaction and loyalty.
