When you integrate Tools for Brokers solutions into your environment, you’re not just getting software to optimise and streamline your operations. You are also joining a community of professionals who are there to make your scaling and growth journey smoother, help you avoid common pitfalls, and achieve your goals faster.
Earlier this week, we hosted a webinar dedicated to the client journey with the company, covering all the perks, benefits, and main steps that clients can expect.
Today, we’re going to share the key points from the webinar to highlight everything that you can unlock by partnering with us.
TFB technical support – rocking it since 2010
Tools for Brokers has been around for 15 years. During that time, the company has changed directions, released new products, and joined new markets and niches.
One thing has been constant, though – the excellent 24/7 technical support.
The TFB tech team has become renowned for its expertise and knowledge, not only in TFB products but also in other industry solutions, including trading platforms, CRMs, and various software applications.
Many of the team members stay with us for years, which makes them experts and allows them to find shortcut solutions to many problems that would take twice as long to resolve otherwise.
The new TFB client portal – it’s basically chat
Last year, we released a one-stop solution for clients seeking fast, high-quality technical support, access to exclusive educational materials, and to raise any non-issue-related technical queries.
The TFB client portal’s primary goal is to streamline the process of getting technical support from TFB and to make it more convenient for clients by providing:
- 24/7 support and quick responses.
- Simple browsing of past issues opened by anyone in your organisation.
- On-the-go access with iOS, Android, and desktop support.
- Live notifications to get instant updates.
The portal has achieved what no messenger could for the tech team and clients. It provided a single console with everything logged transparently, making process tracking and referring back to past discussions take only a matter of seconds.
What happens after you contact us in the client portal?
- Any new request is processed within 5 minutes and provides estimates right from the start, calculated automatically based on other similar tasks completed in the last few months.
- We provide chat with the support team right from the start, which can be escalated, filed, and tracked as a request.
This process allows you to track every request as a separate thread of communication with support.
That means that every request can be tracked independently, the status of a request is visible, and there is no distraction from other topics. It’s easy to search through these requests, find them, discuss them, and support won’t get lost among the numerous issues addressed in a channel.
And that’s important because we have a team of over 50 people working on cases.
Additionally, we still have Skype and Teams for emergency communication if something goes wrong quickly.
Note: We will keep Teams as a means of communication, even after Skype is decommissioned, and all chats will be available after the migration.
Technology alone is not enough: the role of Client Success and proper onboarding
We often think that purchasing great software or infrastructure is enough to win as a brokerage.
In reality, real success comes from how you use that technology, how well you are supported, and how efficiently you are guided through the journey. That’s where TFB comes in, and where the Client Success team plays a key role.
We have mapped out every critical touchpoint along the customer journey, from the initial call with us to complete onboarding and ongoing support.
This journey is not just a process.
This is a relationship designed to grow and adapt with your business.
Specific teams support each stage:
- The sales team to understand your needs.
- Integration and technical support to deliver seamless onboarding.
- Our CSMs are your strategic partners throughout the whole experience.
Training and education
A considerable part of your journey with us is training and education.
To ensure we excel at both and set our clients up for success from the start, we have a team that is working on documentation and knowledge management.
We don’t just give you tools and wish you good luck.
Instead, we create an adapted educational program tailored to your business model, team, packages, and growth plans.
What does that include?
- Customised documentation and video tutorials based on your package
- Live educational sessions with CSM
The CSM Advantage: Turning Tools into Growth
Let’s talk about how your CSM helps you turn products into profit.
Think of your CSM as your success consultant – someone who not only knows our technology but also understands your business and your goals.
Here’s what that means:
- Feature adoption: We make sure you’re using all the tools available in your package to the fullest.
- Proactive updates: We’ll notify you about version changes and compatibility with the latest MT builds.
- Scalable infrastructure: We advise on server locations, setup, and upgrades based on your client base.
- Market event strategies: Before high-volatility events, we can recommend risk management configurations and fail-safes.
This proactive partnership helps you stay competitive, efficient, and compliant at all times.
Finally, we believe that technology is part of a bigger ecosystem. That’s why we have a network of partners that we are proud and confident to introduce to our clients.
- Liquidity: We help match you with the right LPs tailored to your market and trading flow.
- CRMs: We integrate seamlessly with top CRM providers, giving you complete control over the client lifecycle.
Whether you are operating in the EU, Asia, or the Middle East, we help connect you with tools to stay compliant with regional laws. By connecting you with the right partners, we help you grow a strong, scalable, and compliant business.
Final thoughts: the role of Tech Support and Client Success
Choosing software, especially for a business, is a complex and resource-consuming process. A lot has to be factored in: the feature stack, performance, and the cost of a licence.
Technical support and post-sale account management are sometimes pushed back on the priority list during that time, but they really shouldn’t be.
The post-purchase support you get from the software partner not only helps you make the most of the product you’ve invested in, but also saves your time, avoids roadblocks, and supports scaling and growth at a pace that’s comfortable for you.
