Best Practice Report

Best Practices: Customer Onboarding

A Visible Target During Economic Uncertainty

April 27th, 2009
Craig Le Clair, Vice President, Principal Analyst
Craig Le Clair Vice President, Principal Analyst
With contributors:
Ralph Vitti , Peter Schmidt , Connie Moore

Summary

Take customer onboarding . . . please. Customer onboarding lags behind other business processes in both the quality of customer experience and costs. The poor state of customer onboarding results in customers abandoning the application process, loss of customers, regulatory fines, and damage to the corporate brand. Best practices have addressed these issues through improved transaction management with enterprise content management (ECM) technologies, the use of rich Internet applications, adoption of e-signatures, better distributed capture, and a transition to a client-centric onboarding strategy. Applying these best practices — especially during a deep economic downturn — can help business process and apps professionals save money and even help push green IT forward.

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