Case Study: Leverate achieves faster response times and 24/7 self-service for clients with Parature

Leverate Boosts Client Service and Satisfaction Across More Channels

Leverate, a Tel Aviv–based financial services technology provider for Forex brokers, needed to maintain top-tier, 24/6 technical support as client use of its platform—and the volume and variety of inquiries—grew. The company faced rising numbers of repetitive questions that slowed response times and made it harder for support reps to focus on complex, high-value issues.

Leverate implemented Parature by Microsoft: a customer portal with a self-service knowledgebase and online ticketing. Self-service content and analytics deflected routine inquiries, while a shared knowledgebase and ticket visibility enabled faster, more consistent, personalized responses. The result was higher client satisfaction, reduced phone and email load, faster resolution times, and measurable ROI as the company expands channels like live chat and deeper CRM integration.

Leverate

Tamir Salman

CRM Specialist