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Rocketlane Unveils Its 2025 Customer Onboarding Report

Rocketlane, a prominent player in the field of customer onboarding and professional services automation (PSA), has released its insightful "State of Customer Onboarding Report for 2025." This report draws on the experiences and insights of over 950 onboarding and implementation professionals from various industries, revealing significant transformations and emerging trends in onboarding practices.

Evolution of Customer Onboarding

The report emphasizes a crucial shift in how businesses approach customer onboarding. Transitioning from being viewed as merely a functional process, onboarding is increasingly recognized as a strategic advantage that is instrumental in driving business growth. Srikrishnan Ganesan, CEO of Rocketlane, noted the rapid changes occurring within this domain, stating that onboarding is now perceived as a revenue-generating function essential for delivering long-term customer satisfaction and success.

Key Highlights from the 2025 Report

1. Onboarding as a Revenue Driver
The report reveals a striking trend: more than 54.5% of organizations are planning to monetize their onboarding processes by 2025. By recognizing the role of effective onboarding in achieving measurable outcomes, businesses are now viewing it as a premium service offering vital for customer success.

2. AI and Automation in Action
Almost 50% of onboarding teams are leveraging AI-driven tools to streamline processes. This remarkable adoption of AI and automation is helping teams optimize workflows, reduce onboarding duration, and proactively identify potential project risks. These technological advancements are fundamentally reshaping the efficiency and effectiveness of customer journeys.

3. Balancing Personalization with Standardization
The importance of personalization in onboarding cannot be overstated. Over 40% of organizations reported that customers prefer customized onboarding experiences. However, as businesses scale, there’s a pressing need to create a balance between such personalized approaches and standardized processes to ensure operational efficiency.

4. Shifting Towards Self-Serve and Partner-Led Models
There is a notable rise in self-service and partner-led onboarding models, which provide flexibility and scalability. Currently, 49.4% of organizations utilize external partners to enhance their onboarding processes, effectively catering to the diverse needs of customers while optimizing internal resources.

5. The Emergence of Re-Onboarding and Continuous Education
With 34% of respondents indicating they have re-onboarded customers to introduce advanced features, it’s clear that the process of onboarding extends beyond initial implementation. The growing demand for AI-powered products highlights the necessity for ongoing customer education to ensure sustained value delivery over time.

Conclusion: Embracing the Future of Onboarding

Despite the evident advantages and growing trends in customer onboarding, many businesses still face challenges, such as overloaded teams and inconsistent handoffs. To truly capitalize on these opportunities, organizations must adapt their onboarding strategies, embracing the trends highlighted in Rocketlane's report.

To access the comprehensive insights and strategies detailed in the full 2025 State of Customer Onboarding Report, visit Rocketlane’s website and explore how to revolutionize your onboarding processes for lasting success.

About Rocketlane

Rocketlane is a specialized PSA and client onboarding platform designed to deliver predictable outcomes and enhance project efficiency. By offering a unified workspace that fosters collaboration and visibility, Rocketlane equips businesses to optimize their onboarding processes by leveraging data-driven insights and best practices. To find out more about Rocketlane’s innovative solutions, visit www.rocketlane.com.