Feb 12, 2025   SOURCE: PR NewsWire

Moxo Study Reveals Critical Gaps in B2B Customer Onboarding as Organizations Race to Digitize

CUPERTINO, Calif., Feb. 12, 2025 /PRNewswire/ -- Moxo, the leading service orchestration platform, today 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        outdated methods that disrupt onboarding efficiency. 86% of businesses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.

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, visit Moxo.

Press Contact:
Christy Lamberjack
Email: marketing@moxo.com
Website: www.moxo.com

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SOURCE Moxo