# 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.