IS YOUR CUSTOMER ONBOARDING STICKY ENOUGH?

DIGITAL CUSTOMER ONBOARDING CAN HAVE A LEAKAGE RATE OF UP TO 85%*

IT’S TIME FOR YOUR ORGANISATION TO DO SOMETHING ABOUT IT.

*Experian Report 2016

I’VE STARTED SO I’LL FINISH?Every day, a prospective customer you’ve worked hard to attract will start their onboarding process and fail to complete it. Why?

At Communisis we know that there are several reasons for this:

The process takes too long and they’re short on time

They have to wait too long - for a decision about an uploaded ID, for instance

The process is too difficult to understand

But there are three key qualities that, when applied to your processes, can improve your onboarding journey and reduce the number of drop offs:

Simplicity – onboarding won’t be a priority in your customers’ lives, so make it easy for them

Responsiveness – maintain real-time communication throughout the process

Fluidity – meet your customers’ expectations and onboard them quickly in one go

CUSTOMER ONBOARDING

Do you know where your prospects are dropping out of your onboarding process?

OF CUSTOMERS BEGIN TO ABANDON SLOW PROCESSES BETWEEN 1 AND 5 SECONDS*

32%

*Experian Report 2016

LOYALTY IS DEAD. LONG LIVE SWITCHINGIt’s easier than ever for customers to switch between suppliers, so a poor onboarding process is simply playing in to your competitors’ hands.

The insurance, banking, utilities and telco sectors are all prime examples of industries where people can switch almost instantly if they have a bad experience.

Does your organisation meet the following criteria when it comes to customer onboarding?

The ability to capture prospects quickly and competently

Guide new customers quickly and seamlessly through their onboarding journey via various communication touchpoints

Provide prospects with no reason to look elsewhere

When you’ve spent time and effort attracting new prospects to your organisation and have convinced them to choose you rather than your competition, the last thing you want to do is hand back the initiative.

If you don’t provide a fast, hassle-free customer onboarding experience, a competitor will, and they’re only a call or click away.

New customers are hard to win and easy to lose. It’s time for you to make the most of your prospects.

LESS THAN ONE QUARTER OF COMPANIES CONFIDENTLY CLAIMED THEY HAD A FRICTION-FREE, SEAMLESS EXPERIENCE FOR NEW CUSTOMERS.*

23%CUSTOMER ONBOARDING

*Experian Report 2016

How can you stop your new prospects from switching before they have onboarded?

OPTIMISE YOUR ONBOARDINGLegacy systems in many organisations prevent the ability to communicate in real time across multiple touchpoints.

A lack of straight through processes can mean that the onboarding wheels start to come off and the experience becomes inefficient and disjointed for the customer.

It doesn’t need to be that way though…

How would it transform your business if you could:

Onboard your prospects in one go

Convert 50% of prospects that you currently lose during onboarding

No longer be a victim of buyer’s remorse causing prospect ‘drop-off’ during onboarding

Not worry about legacy IT systems holding you back

Streamline your onboarding process through technology and customer insight

Discover how we will…

Add Straight-Through Processes to streamline your customer onboarding and reduce customer frustration

Increase conversion rates by automating and managing the communications from your prospects

Help you achieve seamless real-time customer onboarding – reducing the amount of calls and emails that need answered

Ensure your first interactions with your customers are positive and help cement the sale

CUSTOMER ONBOARDING

OVER ONE THIRD OF ORGANISATIONS REPORTED AN INCREASE IN THEIR CLIENT ONBOARDING TIMES.*

37%

*Experian Report 2016

Find out more about how we can work with you to improve your onboarding experience.

Call me on 07814 627 055 or email mike.wiseman@communisis.com

MIKE WISEMAN, BUSINESS DEVELOPMENT DIRECTOR – COMMUNISIS