The client is a retail forex brokerage focused on one core East Asian market. That market accounts for more than nine in ten registered clients, and the rest come from roughly 30 other countries. The brokerage offers MetaTrader live and demo accounts plus an introducing-broker (IB) program. Its clients are active retail traders who favour high leverage: 1:500 is the most popular setting, chosen for just over half of all live accounts.
Most CRM clients stay for a few years. This one has been with us for more than ten, through two changes of platform. The brokerage’s trader base has grown throughout that time, and some of the clients who registered in its first years are still submitting requests through the Trader’s Room today.
The client came to us as a new brokerage that needed its full client-facing and back-office stack at once: a trader portal connected to MT4, a CRM for the operations team, payment integrations, and a multilingual front end.
The timeline was short:
The original package also included live chat, a live currency ticker, IB functionality with referral tracking and promo materials, and a MAM/PAMM module for money managers. Monthly service began in Month 4 and has not been interrupted since.
By its eighth year the brokerage had several years of client history in our original Trader’s Room. We offered to move it to our new-generation CRM and Trader’s Room. The risk in any re-platform is losing clients along the way: traders who can’t log in, KYC files that don’t carry over, withdrawal methods that stop working.
We ran it as a structured project:
The rebuild also gave the client a chance to simplify. MAM and live chat were not carried forward, and challenge (prop) features that come with the new core were hidden from the trader sidebar. The client’s team got a platform fitted to how the brokerage runs today.
The client-record data shows how well it worked. Clients who registered before the rebuild went on to generate 55% of all withdrawal requests on the new platform. The existing book didn’t just survive the move. It stayed the brokerage’s most active group.
In Month 17 on the new platform, the brokerage added MetaTrader 5. We connected MT5 and moved the live, demo, and IB account types over on the same day, so the whole account book was re-homed in one cutover.
After the cutover:
The client needed one self-service portal for opening accounts, submitting KYC, depositing, withdrawing, and moving money between accounts. That is what the Trader’s Room does. It connects directly to the trading platform, so traders open live and demo accounts, upload documents, request withdrawals, and move funds without emailing support. For this client, the result was about five self-service requests per registered trader, each routed straight into the operations queue.
Every action a trader takes in the portal becomes a task in the CRM, assigned to the right person on the team and paired with an automated email to the trader at each step (request received, approved, or declined). Assignment notifications are the largest category of email the platform sends. That lets a small operations team handle a large request volume without losing track of anything. Internal transfers were approved at a 99.9% rate, and 89% of withdrawal requests were approved on first review.
Onboarding follows a standard two-document KYC flow: ID plus proof of address, averaging 2.1 documents per verified trader. Documents are stored with the trader record and reviewed in the CRM. After the rebuild we added cloud document storage and fixed document previews so that KYC files and crypto-deposit receipts could be checked in one click.
The brokerage started with card, e-wallet, and regional payment methods. As its client base moved toward crypto, the platform moved with it. On the new CRM we configured six withdrawal methods and six crypto deposit wallets across Bitcoin, USDT, and USDC, plus bank deposit details in three currencies. The client’s traders overwhelmingly prefer stablecoins: 97.6% of all withdrawal requests use USDT on TRC-20. We extended the withdrawal form to capture the details stablecoin payouts need (wallet address and exchange account), and later added USDT and USDC on ERC-20 as further deposit options.
The IB module gives partners a referral URL, promo materials, and visibility into the clients they sign up. During the rebuild we added a rule that stops traders from applying for a second IB account. We then moved that rule into the core product for every Kenmore client.
The Trader’s Room runs in three languages: English and two East Asian languages. We added a flagged language switcher and fixed translation gaps so the trader-facing menus fully match the client’s primary market language.
We migrated the client’s mass-email capability onto a dedicated sending domain with a branded sender name. We also upgraded in-portal notifications to support HTML formatting, and moved that change into the core product too.
The standard platform covered most of what the client needed. We delivered 12 custom items alongside it, most in the first four months after the rebuild:
| Deliverable | Why it was needed |
|---|---|
| Live price ticker API endpoint | Show live quotes on the client’s website from the new platform |
| BTC conversion on crypto deposits | Credit Bitcoin deposits at the correct USD value |
| Extended withdrawal fields | Capture wallet address and exchange account for stablecoin payouts |
| KYC status carry-over | Keep verified traders verified through the migration |
| IB application restriction | Prevent duplicate IB accounts (added to core) |
| Withdrawal terms & conditions editor | Replace hard-coded terms with admin-editable content (added to core) |
| HTML room notifications | Richer, formatted trader notices (added to core) |
| Trader-side MT password change | Let traders reset trading passwords without contacting support |
| Flagged language menu | Clearer language switching for a multilingual audience |
| Mass email on dedicated domain | Deliverability and a branded sender |
| Cloud document storage | Reliable KYC and receipt storage |
| ERC-20 stablecoin deposit options | Follow the client’s move toward USDT and USDC |
The median ticket was resolved in 7 days, and nearly three-quarters were closed within two weeks. Three of the client’s requests turned out to be useful enough that we added them to the core product for every Kenmore brokerage.
All figures below are relative. Month 1 is the new platform’s go-live month.
The rebuild started a new onboarding wave. New registrations peaked in Month 3, and the most intensive onboarding ran from Month 2 to Month 9.
| Point in time | Client base (migrated book = 100) |
|---|---|
| Month 1 | 103 |
| Month 3 | 125 |
| Month 6 | 147 |
| Month 12 | 172 |
| Month 31 | 181 |
+72% in the first 12 months after the re-platform, from a book that had already been built up over seven years.
Clients who joined after the rebuild were highly active:
Withdrawal processing is where a brokerage’s back office is tested hardest: every request carries money and needs a fast decision.
A CRM partner should last longer than any one platform. This brokerage went live on Kenmore within its first quarter and has stayed through a trading-platform change, a full back-office rebuild, and a move from cards and e-wallets to stablecoins. It never had to switch vendors.
Migrations don’t have to cost clients. Our two migrations carried over client records, trading accounts, KYC status, and payment configuration. The migrated book went on to generate most of the new platform’s withdrawal activity, and MT5 cutover day passed without disruption.
The platform adapts to the market. When the client’s traders moved to USDT, the withdrawal and deposit flows changed with them. When the client needed something the standard platform didn’t do, we built it. Three of those requests were good enough that every Kenmore brokerage now has them.
A small team can run a busy brokerage. With every request routed, assigned, and confirmed automatically, the client’s operations team handled a 10× surge in withdrawal requests in one month without changing a single step of its workflow.
| Metric | Value |
|---|---|
| Continuous partnership | 10+ years |
| Initial launch | Within the first quarter |
| Payment rails live at launch | 4 |
| Platform migrations completed | 2 (legacy → new CRM; MT4 → MT5) |
| Core data migration time | 23 days |
| Client base growth, first 12 months after rebuild | +72% |
| Withdrawal requests from pre-rebuild clients | 55% |
| Post-cutover withdrawals on pre-MT5 accounts | Two-thirds |
| Post-migration cohort portal login rate | 80% |
| Post-migration clients who withdrew | 7 in 10 |
| Email confirmation rate | 90% |
| Avg. monthly withdrawal volume, Year 2 vs. first full quarter | 2.7× |
| Peak-month withdrawal requests vs. trailing average | ~10× |
| Stablecoin (USDT TRC-20) share of withdrawals | 97.6% |
| Withdrawal / deposit methods configured | 6 / 6 crypto wallets + 3 bank currencies |
| Interface languages | 3 |
| Custom deliverables | 12 (3 added to core) |
| Median custom-ticket resolution | 7 days |
Kenmore Design's Forex CRM gives you the Trader's Room, CRM task workflow, KYC, crypto and fiat payment rails, and IB tooling in one continuously-developed platform. We move your client book, KYC status, and payment routes with you.
Migrate once. Keep your traders, history, and payouts.
