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Our client is a FOREX broker that prioritises customers as the central focus of its business. They provide access to forex and a broad range of CFDs, including indices, commodities, and cryptocurrencies, offering more opportunities under lucrative trading conditions. They aggregate liquidity from Tier-1 providers to deliver better spreads and reduced transaction costs.

The Challenge

The client experienced rapid growth, it encountered significant challenges that required expert guidance and specialised operational support. The main issues were developing effective growth strategies while reducing operational expenses.


Services Delivered

To address these challenges and maintain exceptional service, we implemented several key strategies. We scaled the team to 30 members, with plans to expand to 60, ensuring adequate capacity to manage growth. Our quality strategy focused on facilitating strategic discussions to refine service standards and enhance overall quality that boost their client experience.

In terms of performance management, we streamlined communication and optimised KPIs to boost efficiency and effectiveness. These measures were designed to support their rapid expansion and ensure continued excellence in service delivery.

Additionally, the client sent a team to our office in Makati, enabling them to provide comprehensive training to their staff members. This hands-on interaction further enhanced their understanding of our services and processes, fostering a stronger partnership between us and the client.


The Solution

Our collaboration with them led to substantial improvements in their operations. Strategic guidance from our consultants successfully executed growth initiatives, expanding market reach and boosting profitability. We restructured KPIs to enable data-driven decision-making, enhancing operational efficiency and overall performance.

By delegating customer service and other non-core functions to Liveware, the client achieved significant cost savings, allowing them to reinvest in the business. These measures improved client satisfaction, strengthened customer relationships, and supported further strategic investments.


Actions Taken

The implementation of our strategies resulted in significant improvements in the clients’ operations. The team grew to over 30 customer service agents, reduced the average handling time to under 17 minutes, and achieved an impressive Net Promoter Score of 80%. These enhancements streamlined internal processes and strengthened their ability to deliver exceptional user experience on their platform.

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Office Careers careers@liveware.co

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