High-value clients drive a large share of revenue for crypto exchanges and OTC desks. They expect a named manager, fast answers on WhatsApp or Telegram, and smooth onboarding. Here's how to set up a CRM for a VIP desk.
Step 1: Define who is "VIP"
Agree on clear criteria, for example:
- Deposit or trading volume above a threshold
- OTC requests above a set amount
- Institutional or corporate accounts
Tag these clients automatically when they qualify.
Step 2: Assign a named manager
Every VIP gets an owner. Route new VIP leads by language and region, and send returning clients back to their existing manager.
Step 3: Make onboarding fast
KYC is where VIPs get frustrated. Track:
- Documents requested, received and approved
- Time from sign-up to approved KYC
- Automatic reminders for missing documents
Step 4: Keep conversations on record
Move VIP conversations onto a business WhatsApp inbox inside the CRM. Every message is logged against the client, managers can review them, and the history stays with the company.
Step 5: Activation journeys
Many users register and never fund their account. Run a journey:
- Day 0: welcome + security tips
- Day 1: how to make a first deposit
- Day 3: a "talk to your account manager" offer
- Day 7: a manager call task for high-potential users
Step 6: Retention signals
Flag clients whose deposits or trading volume drop, and create tasks for their manager to check in.
Step 7: Security and roles
- MFA for every CRM user
- Agents see only their own clients
- Audit logs for exports and data changes
Metrics for a VIP desk
- Time to approved KYC
- Registration → first deposit rate
- Deposits per manager
- Dormant VIPs reactivated per month
VIP desks on Alphorix
Alphorix gives exchange and OTC desks KYC tracking, a shared WhatsApp inbox, activation and retention journeys, deposit pipelines and role-based security, all in one CRM that syncs with your platform through APIs and webhooks.
Put this playbook to work in a day.
Routing, WhatsApp, Journeys and FTD attribution in one CRM. 7-day free trial.
