Moxo, the leading service orchestration platform, released “The Future of Customer Onboarding 2025,” 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.
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 experiencing onboarding 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- Disconnected Processes Slow Onboarding: Companies overwhelmingly rely on outdated methods that disrupt onboarding efficiency. 86% of businesses depend on email, causing fragmented communication and delayed handoffs.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 complex onboarding 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 efficient onboarding.
- 74% increase in operational efficiency, reducing friction and improving speed.
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