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Exploring Gaps in B2B Customer Onboarding: Insights from Moxo

In today's fast-paced digital environment, onboarding clients is more critical than ever. A recent report titled "The Future of Customer Onboarding 2025" by Moxo—a leading service orchestration platform—has unveiled significant challenges that many B2B organizations face during this crucial phase. This comprehensive study analyzed over 300 businesses, revealing a striking disconnect between companies' perceptions of automation and their actual onboarding efficiencies.

The Automation Paradox

Despite 93% of businesses acknowledging that automation is vital for their success, only 34% consider their onboarding processes to be very efficient. This contradiction highlights a pressing need: businesses must prioritize not just automation but the effective integration of these tools into their processes. The complexity and resource-intensive nature of onboarding often lead to delays, errors, and exceeded expectations from both the organization and its clients.

Key Findings of the Study

The report outlines several critical findings on the current landscape of B2B onboarding:

• - Cost of Inefficiency: A staggering 56% of businesses reported experiencing onboarding delays. The main reason cited for these disruptions is the wait for client information (64%). Additional contributing factors included excessive manual handling of tasks (41%) and poor coordination across different teams (44%). These delays lead to increased operational costs and extended timelines for client activation.
• - Disconnected Processes: The study identified that 86% of organizations still rely heavily on email for onboarding tasks. Such dependence creates fragmented communication and leads to delayed handoffs. Moreover, 69% continue to use traditional phone communication, worsening documentation issues, while 67% conduct in-person meetings that complicate the process further. Even among companies employing CRM software, a significant 54% face challenges due to a lack of integration, which affects the seamlessness of onboarding experiences.
• - Customer Frustrations: The complexity of onboarding creates a negative initial interaction for many customers. Pivotal statistics include that 60% of customers feel that the onboarding period is excessively lengthy, while 55% are frustrated by the amount of paperwork involved. Other issues, including confusing processes (41%) and communication gaps (31%), significantly increase the risk of customer churn.

The Way Forward: Balancing Automation and Personalization

As businesses strive to improve their onboarding processes, the report underscores the importance of blending automation with personalization. Notably, 60% of organizations plan to make automation a priority moving forward, while 64% see enhanced personalization as key to their future success. Organizations that have successfully integrated automation into their onboarding report impressive results, including:

• - A 63% improvement in customer feedback, indicating that clients feel more satisfied with the onboarding experience.
• - A 51% decrease in errors, leading to more accurate and efficient onboarding procedures.
• - An outstanding 74% increase in operational efficiency, which streamlines processes and mitigates friction between steps.

Conclusion

Moxo's findings serve as a call to action for all B2B organizations—embracing effective digital tools in customer onboarding is no longer optional but essential for forward momentum. Understanding these insights is the first step toward developing a more efficient and user-friendly onboarding experience that benefits both businesses and customers alike. For those interested in the full scope of this study and the steps businesses can take to improve their onboarding, the comprehensive report is available for further exploration. By addressing the highlighted gaps and paving the way for efficient, automated solutions, organizations can better serve their clients and enhance long-term partnerships.

To learn more about Moxo and access the report, visit Moxo's website.