IC Markets:

About IC Markets

The world’s largest Forex broker, Australian-based IC Markets is used by 200,000+ active clients worldwide.

Project description

An institution in trading, IC Markets recognized the need to modernize their infrastructure — and what it would require. The goal was ambitious: Replace a decade-old legacy CRM system with Salesforce, and fully automate all core business processes. Being an experienced digital transformation advisor and Salesforce partner, iTechArt was fit for the job.

In no time, we assembled a team of senior developers and consultants responsible for Salesforce implementation and further customization; from there, we interviewed key users and performed a thorough requirements analysis to get the inside scoop on the client’s current sales processes and corporate hierarchy

Once we had a clear understanding of IC Markets’ goals, we outlined a detailed roadmap, scheduling all required workshops and training sessions.

Next, our engineers worked on the initial Salesforce Sales Cloud setup, followed by data migration from the existing CRM. We also made a range of customizations of the synced database in order to elevate the customer experience across every touchpoint.

Finally, we configured advanced reports and dashboards to give IC Markets increased visibility into major KPIs, enabling them to track spikes in sales and generate brand loyalty.

Results

Our joint efforts have given IC Markets a 360-degree view of their customer base, as well as allowed them to automate the KYC (“know your customer”), lead generation, and account management processes. The new CRM system also reduced the new user onboarding time by 30 percent.