Innovecs Centralized Back-Office Tool

Innovecs delivered a centralized back-office tool for a major Indian brokerage to handle complex customer support requests tied to user assets and fund transfers. The solution replaced fragmented manual processes with a dedicated interface, giving specialists full visibility into client accounts and enabling faster, more transparent resolutions.

Project Overview

  • Sector: High Tech
  • Region: APAC
  • Project Type: Managed Project
  • Role: Frontend Developers
  • Focus Areas: Frontend Development, UI/UX
  • Duration: 5 months

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.

Challenges

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.

Solution

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.

Outcomes

  • Trust: Strengthened user trust by improving handling of sensitive financial queries.
  • Workflow Efficiency: Enhanced and accelerated the client’s internal process for resolving complex support cases.
  • Transparency: Provided specialists with a single view of customer data, increasing clarity in support handling.
  • Customer Confidence: Faster, clearer responses improved overall satisfaction and loyalty.