Blog / Business Process Outsourcing

Top Customer Onboarding Challenges & How to Overcome Them

Did you know over 90% of customers believe the organizations they buy from could improve their client onboarding processes?

Since your customer onboarding process is critical to starting engagements off on the right foot and retaining customers, it’s imperative you optimize it.

Unfortunately, there are likely several challenges standing in your way. Let’s dive into what those challenges might be and how you can overcome them.

The Prolonged Onboarding Odyssey: Poor Time-to-Value

For new customers, there’s nothing worse than a seemingly never-ending onboarding process. Your customers want to derive value from their investments as soon as possible.

According to a recent report, 75% of customers expect the onboarding process to take no more than 60 minutes. Yes, you read that correctly – no more than 60 minutes. Now, for many organizations, an hour-long process just isn’t feasible…but a streamlined one is.

In today’s fast-paced digital world, people value their time more than ever. A lengthy onboarding process not only tests their patience with your company but also jeopardizes your chances of converting leads into loyal customers.

After all, most prospects want to know how long the client onboarding process will take before they commit to buying any products or services. If they find out it’s far from short and sweet, the chances of them making that commitment dwindle significantly.

Lost in Translation: Ineffective Communication and Limited Support

Another prevalent challenge in the onboarding landscape is poor communication and customer support.

When customers encounter difficulties or have questions during the onboarding process, ineffective communication channels and limited guidance can lead to frustration. Customers can start to feel abandoned, neglected, confused, and anxious, which can sour their experiences with your company.

A recent report revealed a poor interaction with a business can ruin three in four customers’ days. If your entire onboarding process lacks the communication channels and robust support system your clients need, it’s sure to ruin their days – and maybe even your partnership before it really begins.

Cracking the Code of Clarity: Unclear Instructions and Documentation

Let’s be honest with ourselves: nobody likes products or services that are difficult to understand and kickstart, and everybody likes transparency.

Clear instructions and comprehensive documentation are the backbone of a successful customer onboarding process. Throughout the process, your customers should be continuously adding to their bank of knowledge about your solution. This can be achieved through training sessions, instruction manuals, and frequent Q&A calls.

By ensuring clarity during the client onboarding process, you can improve your customer satisfaction rates and, as a result, your customer retention rates and revenue. By increasing your customer retention rate by 5%, you can boost revenue by up to 95%. This makes providing unclear instructions and documentation a must-solve customer onboarding problem.

Your Solution: Customer Onboarding Automation

According to a PwC survey, “32% of all customers would stop doing business with a brand they loved after one bad experience.” If that one bad experience occurs during your onboarding process – whether it’s due to poor time-to-value, ineffective communication, or unclear documentation, your company’s revenue is certainly going to take a hit.

With MetaSource’s customer onboarding automation solution, you can ensure that doesn’t happen.

Our solution simplifies the way your business receives customer correspondence, processes payments, and, ultimately, brings in new clients. Here’s how it works:

  1. Your incoming paper and electronic documents – from customer intake forms to credit card payments to non-disclosure agreements – are consolidated into one platform.
  2. Documents are instantly classified via advanced recognition technologies. No manual sorting required!
  3. Data is automatically extracted from your documents and validated.
  4. MetaSource identifies any payment processing exceptions, so you can easily handle them.
  5. Downstream systems are updated with the validated information in real time.
  6. Your documents are digitally routed for review based on configurable business rules. At the same time, you have the ability to electronically deposit any checks via trusted software.

With over 30 years of intelligent document processing (IDP) experience, our advanced technology and proven process can help you maintain fast, easy access to all your files and drastically reduce your onboarding-related tasks. This allows you to improve time-to-value, provide better support, and spend more time ensuring your onboarding instructions are as clear as possible.

Ready to automate customer onboarding? Contact us today to set up some time to chat with one of our client onboarding automation experts.

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