Moxo, the leading service orchestration platform, today released “The Future of Customer Onboarding2025,” a comprehensive study revealing widespread inefficiencies that continue to challenge mid-market and enterprise B2B organizations. The groundbreaking analysis of over 300 organizations exposes a striking paradox: while 93% of companies consider automation critical for success, only 34% rate their current processes as very efficient.
https://mma.prnewswire.com/media/2340142/Moxo_Full_Color__1_Logo.jpg
Onboarding remains a resource-intensive, multi-step process plagued by delays, errors, and frustration for both businesses and their clients. For more information about the study and to access the full report, visit Moxo.
Key Findings:
— The Cost of Inefficiency: With 56% of companies experiencingonboarding delays, the primary cause is waiting on client information (64%). These delays are further compounded by high manual effort (41%), errors (34%), and poor coordination across teams (44%), creating significant bottlenecks that increase operational costs and slow client activation.
— Disconnected Processes SlowOnboarding: Companies overwhelmingly rely on outdated methods that disrupt onboarding efficiency. 86% of businesses depend on email, causing fragmented communication and delayed handoffs. Meanwhile, 69% still rely on phone calls, which increases documentation inconsistencies, and 67% conduct in-person meetings, adding unnecessary complexity to the process. Even CRM software users (54%) often struggle with lack of integration, preventing a seamless onboarding experience.
— Customer Frustrations Underscore the Need for Change: Lengthy and complexonboarding processes create a negative first impression. 60% of customers say onboarding takes too long, and 55% cite excessive paperwork as a major frustration. Confusing steps (41%) and communication gaps (31%) further contribute to dissatisfaction, increasing the risk of client churn.
The Path Forward: Balancing Automation and Personalization
60% of businesses have made automation a top priority for the coming year, while 64% identify increasing personalization as crucial for success. Companies that have implemented automation in their onboarding process report:
— 63% improvement in customer feedback, demonstrating automation's role in increasing satisfaction.
— 51% decrease in errors, leading to more accurate and efficientonboarding.
— 74% increase in operational efficiency, reducing friction and improving speed.
Access the full report and its findings here.
About Moxo
Moxo is a leading service orchestration platform that helps organizations streamline complex workflows and manage multi-party interactions with efficiency and security.
To learn more, visitMoxo.
Press Contact:Christy LamberjackEmail:marketing@moxo.comWebsite: www.moxo.com
https://c212.net/c/img/favicon.png?sn=SF17339&sd=2025-02-12
View original content to download multimedia:https://www.prnewswire.com/news-releases/moxo-study-reveals-critical-gaps-in-b2b-customer-onboarding-as-organizations-race-to-digitize-302374449.html
SOURCE Moxo
https://rt.newswire.ca/rt.gif?NewsItemId=SF17339&Transmission_Id=202502120900PR_NEWS_USPR_____SF17339&DateId=20250212