The client is a regulated retail forex and CFD broker serving private traders across Europe and North America. Its clients come from more than 110 countries. North America, the Iberian Peninsula and the UK make up the core of the book, and the top five markets together account for just over half of all clients.
The broker already had an established business and client book before it came to us. What it needed was not a first platform but a better one: a trader portal and back office that could take over its existing client book, run on both MetaTrader platforms, and grow with a partner-led acquisition model.
The client approached us needing a complete replacement for its existing client-facing stack. The scope included:
We set up the environment in the first days after the proposal was signed. Over the next few months we merged the client’s legacy database, rebuilt the live and demo registration forms around the broker’s compliance questions, and configured KYC document expiry tracking. The first live client registered through the new Trader’s Room under five months after sign-off. That timeline included the migration, and the existing client book was carried across intact. Migrated clients still make up about one in nine of today’s book.
The client came into Month 1 with a fully branded portal in three languages (English, Portuguese and Spanish), a live-chat system, IB referral tracking with promo materials, and a CRM that routed every registration, document and money request to the right desk automatically.
This relationship didn’t end at go-live. Over five years the platform changed alongside the business:
The client needed its traders to do themselves what its back office had been doing for them: open live and demo accounts, upload documents, move money between accounts and request withdrawals. We delivered the Trader’s Room with the CRM connected behind it, so every trader action becomes a task for the right person.
The results show up in the task data. 99.7% of all tasks are assigned by the system, not by a person. Live registrations are processed in a median of about 12 minutes. MT account opening is effectively instant. Withdrawal requests are closed in a median of under five hours. Support requests are rare: fewer than three support tickets per hundred traders over the full five years.
The broker’s growth plan relied on introducing partners, so we delivered multi-tier IB support from day one. That meant:
Later we added an IB referral module (Month 43) and the IB Tree view (Month 53), which shows each partner’s full downstream network.
This is the module that changed the business most. The full numbers are in What the Data Says below.
We integrated the internal PAMM module as the final stage of the original scope, and extended it at the client’s request. We added a PAMM statistics page, reworked the MAM application procedure, and later built an investor API (Month 35) to feed investor registrations straight into the CRM. The broker now runs seven MAM account configurations next to its standard retail offering.
The client had its own list of payment providers. Ninjacharge, Kenmore’s payment aggregation and routing layer, sits above those PSPs and sends each deposit to the provider the broker chooses. Six PSPs went live at launch, and four more were added over the following three years. Card, e-wallet and crypto-to-bank rails were each switched on, swapped or retired as the broker’s banking relationships changed, with no rebuild of the deposit page. On the withdrawal side, bank transfers make up about 72% of requests and wallets about 28%.
As a regulated entity, the client needed KYC that holds up to scrutiny. We delivered:
In Month 56 we connected the broker’s third-party identity-verification provider directly to the “Go Live” step, so a client who passes verification moves to a live account without anyone touching the file.
The standard platform covered most of what the client needed. Their compliance process did not fit any template, so we built the rest on request. Across the relationship we handled 306 development tickets, including 33 net-new features.
The most important piece came in Months 14–16. The client wanted demo sign-ups to become live clients without a manual hand-off, and wanted account creation to wait until KYC had cleared. We built a dedicated API for demo-to-live conversion, with KYC approval as the trigger for opening the live account. Account opening went from being a back-office decision to an automatic result of compliance sign-off.
Other custom work followed, driven by the client’s product and regulatory needs:
In total the broker has built 110 account-type configurations on the platform, 79 of them live-trading types. Most were created in the first two years as the product line took shape, and the rest have been refined since.
The biggest change over five years is not how many people signed up. It is how many of them went on to become live, verified clients.
| Share of new sign-ups who… | Year 1 | Year 3 | Year 5 | Year 6 (YTD) |
|---|---|---|---|---|
| Confirmed their email | 70% | 87% | 89% | 98% |
| Passed KYC | 27% | 57% | 70% | 94% |
| Opened a live trading account | 21% | 47% | 67% | 88% |
Sign-up-to-live conversion rose 4.2× and KYC approval rose 3.5×. The rate climbed every year, and each jump lines up with a platform milestone: the KYC-triggered go-live API in Year 2, the IB referral tooling in Year 4, and the verification-provider integration and IB Tree in Year 5.
The IB channel grew from a side channel into the main one:
Partner-led clients arrive better qualified, are easier to verify and are more likely to stay. Because the multi-tier IB module and the Regions feature were already in place, the broker could take on a partner at that scale, and give it a dedicated brand, without any new development.
Migration doesn’t have to mean starting over. The broker brought its existing client book onto a new platform and took its first live client within five months of sign-off.
The platform keeps up as the business changes. Over five years the client added a second trading platform and a second brand, cycled through ten payment providers, and moved servers. All of it ran on the same back office, with no re-platforming and no break in service.
Automation is where conversion comes from. With KYC as the trigger for account opening, a verification provider connected to the go-live step, and nearly every task assigned by the system, the broker went from converting one sign-up in five to converting nearly nine in ten.
The IB stack pays off when a big partner arrives. Multi-tier IB, referral logic and Regions were all in place before the strategic partner signed on. When the partner arrived, the broker simply switched a brand back on.
The relationship is long-term. This client has been on the platform for 64 consecutive months, and it recorded its strongest quarter in more than four years in the most recent reporting period.
| Metric | Result |
|---|---|
| Proposal to first live client | Under 5 months (incl. full legacy migration) |
| Sign-up → live account conversion | 21% → 88% (4.2×) |
| Sign-up → KYC approved | 27% → 94% (3.5×) |
| IB share of new sign-ups | 7% → 79% |
| IB vs. direct: live-account rate | 2.8× |
| IB vs. direct: KYC approval | 2.3× |
| New live accounts, trailing 12 months vs. Year 4 | 2.5× |
| Withdrawal value processed, Year 5 vs. Year 1 | 5× |
| Average withdrawal ticket, Year 1 → Year 6 | 2.4× |
| System-assigned tasks | 99.7% |
| Support tickets per 100 traders (lifetime) | Fewer than 3 |
| Trading platforms | MT4 + MT5 |
| Branded trader portals on one back office | 2 |
| PSPs routed via Ninjacharge | 6 at launch, 10 over the relationship |
| Account-type configurations | 110 |
| Languages | 3 |
| Development tickets delivered | 306 (33 new features) |
| Continuous service | 64 months |
Kenmore Design's Forex CRM gives you the Trader's Room, automated KYC-triggered onboarding, multi-tier IB, PAMM/MAM, and payment routing in one continuously-developed platform. Every registration, document, and payout routed automatically.
Automate onboarding. Convert more sign-ups into live accounts.
