The broker retention desk: how to grow re-deposits

Acquiring a depositor is expensive. Keeping them and growing their account is where profit comes from. Yet many brokers put all their energy into conversion and leave retention to chance.

Why retention matters

• A client who re-deposits in their first 60 days is far more likely to stay long-term.
• Retention costs a fraction of acquisition: no ad spend, just good service.
• Strong retention improves lifetime value, which lets you bid more for new clients.

The handover: conversion → retention

1. When an FTD is recorded, assign the client to a retention manager within 48 hours.
2. The conversion agent writes a handover note: goals, experience and preferred contact channel.
3. The retention manager introduces themselves by call and WhatsApp.

The first 60 days

Signals to watch

• No login for 7 days
• No trade for 14 days
• A withdrawal request (call before processing, to understand the reason)
• Margin issues (support and education, not pressure)

Turn each signal into a task for the retention manager.

Retention KPIs

• Re-deposit rate within 30 and 60 days
• Average client value per retention manager
• Dormant clients reactivated per month
• Withdrawal-to-deposit ratio

Retention journeys

Automate the basics so managers can focus on calls:

• FTD-tier onboarding emails
• Weekly market updates in the client's language
• Win-back sequences for dormant clients

Compliance reminder

Retention must be about service, not pressure. Avoid aggressive deposit requests, follow your regulator's suitability rules and keep notes of every conversation.

Retention in Alphorix

Alphorix includes a deposit pipeline, a retention view of dormant and at-risk clients, FTD-tier journeys, and call and WhatsApp logging on every client, with reports per retention manager.

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