Halving Outstanding Support Tickets for a Premium Crypto Platform
Industry
Fintech
Services
Tier 1 Customer Support (German + English language)
KYC, KYB, KYT, Compliance
Knowledge Management
Client Overview
A Liechtenstein-based, fully regulated fintech that lets users buy, sell and store digital assets, and tokenize real-world assets via a vetted marketplace.
Challenge
Surging ticket backlog tied to KYC clarifications
Solution
Ticket-to-Zero Plan with CRM Consultancy
Daily backlog sprints + a new “first-touch-closure” method, when applicable.
Platform migration to Dixa – we ran requirements-gathering workshops, handled sandbox testing, mapped channels (chat | e-mail | voice), and trained the team so the system was operational from day one.
Continuous tuning – weekly health checks on routing rules, SLA automations, and CSAT flows keep the queue lean and engineers undistracted.
Dual-language (German & English) 24/7 demand
Bilingual (German & English) Nearshore Team
Cross-trained agents handle L1 inquiries plus KYC, KYB and KYT checks; one senior specialist tackles L2 escalations. Cross training added workload flexibility, reducing total headcount and team cost.
Experienced agents in supporting and KYC within fintech projects were recruited, to shorten the onboarding and speed to proficiency.
.Continuous improvement loop: agents surface product-side ideas during stand-ups and feed them into release-note planning, shortening the suggestion-to-ship cycle.
Proactive provider management: when a third-party tool (e.g., Sumsub) misbehaves, agents contact the vendor’s support team directly, retrieve the fix, and pass an implementation-ready solution to our client’s tech team. This “bring the answer, not the problem” mindset keeps developers coding instead of troubleshooting.
Continuous improvement loop: agents surface product-side ideas during stand-ups and feed them into release-note planning, shortening the suggestion-to-ship cycle.
Fragmented tooling slowing information exchange and hand-offs to tech and compliance.
Single Communications Hub
Migrated internal communication from Slack to Microsoft Teams, giving agents unified access to Tech & Compliance while saving costs on duplicate licenses.
Content debt required new FAQs, KB articles and release notes
Knowledge Hub & Release Notes Factory
Continuous knowledge base update suggestions in German and English.
“Release notes” workflow: Product ships, CoreX drafts CX-friendly notes within 24 hours.
Why it worked
- Compliance-centred CX – Agents trained on MiCA articles before launch day.
- Bilingual versatility – One pool covers multiple markets—no siloed queues.
- Process + Content – Support, KYC, KB and release notes run under one roof, so updates ripple across channels instantly.
CoreX’s commitment to trust, compliance, and progress has made a real impact. They’ve proven to be a trusted partner on our joint journey.