
B2B brands may be effective on the marketing front
end. But they have a problem once they have attracted new customers: onboarding them, according to The Future of Customer Onboarding 2025, a study by Moxo.
Of the companies polled, 56%
have delays in processing new clients.
There are many hurdles:
- Operational delays — 56%
- Lack of coordination among teams
— 45%
- High manual effort — 41%
- Errors and inaccuracies — 34%
- Poor customer experience — 25%
- Compliance issues — 19%
Put another way, there also are mandatory challenges that erode customer confidence.
- Awaiting client information — 64%
- Technical issues — 60%
- Internal bottlenecks — 37%
- Compliance checks
— 33%
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One more problem is that the plethora of disconnected tools and channels that create “digital mazes’ for clients.
Among them:
- Email — 86%
- Phone — 69%
- In-person — 67%
- Online forms — 54%
- CRM software
— 42%
- Project management tools — 37%
- Document management system — 36%
- Custom-built solutions —
23%
- Digital platforms — 55%
Indeed, customers complain about these frustrations:
Length of process — 60%
Too many forms/documents
— 55%
Complexity—42%
Lack of communication — 31%
Lack of transparency — 17%
Complicating these problems are issues such as miscommunication (55%), data
entry errors (54%) and missing documentation (51%).
The solution? Automation. Of the companies polled, 60% have made this a top priority for this year. And of those that have implemented it,
63% have seen an improvement in customer feedback and 51% report a decrease in errors, Moxo claims.
Indeed, 93% see automation as critical for success, but only 34% say their processes
are very efficient.
Moxo analyzed over 300 organizations.