Why client onboarding is broken (and how to fix it)

    • There is a clear disconnect between the objectives of client onboarding and what organisations, users and clients experience in practice, and a lot of this is due to the underlying technology. Without a centralised system to onboard new clients, organisations are faced with a long list of potential inefficiencies; siloed data and processes, low quality data, siloed departments and users, operational challenges and lack of visibility being only the tip of the iceberg.

      The future for businesses in this position are lost opportunities, steadily increasing costs, decreasing conversions, deferred revenues and a reduced ability to compete in the marketplace with their more tech and data-savvy competitors. 

      Below are some of the ubiquitous challenges that can be solved with the right technology, some or all of which you may be experiencing.

    • Challenge #1) Overwhelming complexity

      Client onboarding is often hampered by the sheer complexity of execution. Even more so today, in rapidly changing regulatory environments and with ever increasing decentralisation of systems – the need for a fully-connected, automated and personalised onboarding experience is essential. 

      Leveraging new technology such as low code, intelligent automation, robotic process automation and artificial intelligence can help streamline this process, remove friction and provide the visibility needed to take relevant and fast action. 

      Challenge #2) Reliance on paper 

      The majority of businesses are now adopting ‘digital first’ strategies as a priority. One of the key areas where companies are failing to innovate, however, is onboarding. Many of the different onboarding processes still rely heavily on paper documentation, which creates a secondary issue for IT and adds significant time to the collection, verification and securing of data. 

      Challenge #3) Lack of speed and structure

      Clients now expect a personalised, streamlined onboarding process from start to finish, comprising a single ‘event’ that gives them everything they demand. The challenge? Businesses are notorious for speeding through the onboarding process, greatly increasing the risk of non-compliance and falling short of client expectations. Paradoxically, the reputation of client onboarding as unbearably slow has caused it to accelerate, often without the robust systems in place required to turn the saved time into increased revenue. 

      What’s the solution?

      Efficient onboarding begins with the automation of key functions and processes. By leveraging intelligent automation, milestones in the onboarding process such as generating accounts, distributing data and providing secure access to systems can be executed automatically. 

      This allows your onboarding team to focus on the person and not the process, effectively taking the ‘machine’ out of onboarding, and giving total visibility over the activities that make onboarding a success for both the business and client.

    • If you would like to know more about transforming your current onboarding process, join us for our Client Onboarding Webinar on Wednesday 9th June at 11.30am.

      We will be going in-depth on how to quickly improve your onboarding process, including reducing costs, reducing time-to-revenue and totally transforming the client experience.

      You can register for the webinar here:

      Register for client onboarding webinar

  • About the Author


    Procensol is recognised by major enterprise clients worldwide as a leader in building process-centric solutions for Business Process Management, Digital Transformation and Innovation.

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