8 Digital Onboarding Metrics You Should Be Measuring (And How to Improve Them)

Digital Onboarding Metrics

How many of your customers were so pleased with your onboarding that they reached out to you to appreciate it?

Creating that perfect onboarding is not an easy task.

You have to understand what your customers need. Show them the value of your product. And on top, there’s always the pressure to meet their expectations.

So, your customer onboarding team has to work harder to make sure your clients are super happy.

However, hard work doesn’t always solve the problem. 

Remember, 

What you need to really do is measure the KPIs of your onboarding and improve them. 

We will get into that in this article. Sounds exciting😍?

In this post, I’ll explain which digital onboarding metrics you should track so that your onboarding runs smoothly and efficiently. And also how to improve them to provide the best onboarding experience to your clients. 

And that day is not far when clients applaud your perfect onboarding.

But before going deep into the water, let’s start with–

What is Digital Onboarding?

Simply put, digital onboarding is the online process of introducing new clients into your company’s ecosystem and making them familiar with your products and services.

Digital onboarding is a faster, simpler, and more secure way to onboard customers than traditional onboarding methods. With a good digital onboarding tool, you should be able to eliminate the tedious onboarding workflow in your company that requires you to print paper forms, mail documents to and forth, fill paper documents, and request over-the-counter payments.  

With complete digital onboarding, you no longer require a big onboarding team to welcome new clients. Clustdoc’s digital onboarding tool can help you onboard prospective new leads quickly and effectively, converting them into loyal customers.

Difference Between User Onboarding and Client Onboarding

User onboarding and client onboarding are the two most common forms of digital onboarding. Understanding the differences can help you in providing a better onboarding experience for your customers.

User Onboarding

When a potential consumer signs up for your software, user onboarding is the process of training users on how to utilize it.

SaaS firms traditionally utilize user onboarding to onboard their clients and provide them information about their software.

It is during the onboarding period when you want to explain to the user how your product or service will help them achieve their goals, avoid confusion and offer great experience and value.

To assist customers understand the product before utilizing it, user onboarding is often performed through explanation videos, step-by-step exploration guides, animations, tutorials, and other materials.

Free trials are a great opportunity to show to the customer that your product is a great match for their needs and convince them to buy the product. 

Client Onboarding

Client onboarding begins before a customer purchases your product or service and strives to convince the potential customer to buy what you have to offer. 

During the client onboarding process, you have to show to the customer what you are offering and how you can help them achieve their goals with your service. Customer onboarding in an ongoing process and focuses on improving customer retention.

Businesses that wish to improve their customer experience and digitize their onboarding process employ client onboarding.

Both customer and user onboarding have the same goal: to improve customer experience and inform them about your product or service’s distinctive features. 

With the right onboarding system in place, you can show your potential customers that you are the best fit for them. A customer onboarding tool helps you successfully create an onboarding experience that exceeds their expectations. 

But how can you tell whether your onboarding is having the desired effect on your customers? To establish whether your client onboarding is successful, you’ll need to track digital onboarding metrics.

The KPIs of your onboarding process will help you ensure that your onboarding is increasing customer satisfaction, lowering churn, and increasing client lifetime value. These indicators can also assist you in identifying onboarding flaws and improving your onboarding performance

8 Digital Onboarding KPIs to Measure and Ways to Improve Them

1. Number of Client Requests

It is crucial to measure how many clients are interested in your service. This number shows how your audience is engaging with your sales campaign and how many are ready to be onboarded.

Once your customers sign up, you can tell them how your product or service provides the value they are looking for.

Customers will not wait for you. They want a quick response to their request. Therefore, you have to fulfill requests and set up users as quickly as possible. 

The number of client requests will give you the answer about where you stand with your client fulfillment.

How You Can Improve:

Following the digital onboarding approach, you can collect data of the number of client requests you are receiving on the onboarding portal.

Clustdoc’s client portal is the onboarding platform where your clients submit their information and share documents with you. 

This onboarding portal will provide a self-service experience to your customers. 40% of customers prefer self-service rather than contacting customer support and waiting for hours for a reply to their query. 

You can build your unique client portal on your own with a little help from Clustdoc Academy, no long codes required to provide your customers a pleasant onboarding experience.

Clustdoc Academy

Client portal is a highly converting onboarding tool to help you build a professional relationship with your clients and build a brand reputation.

2. Ongoing Submissions

While the number of customers you have is important, knowing how active and engaged they are with your product can help you understand the impact of your onboarding process. 

You want to know how customers are engaging with the onboarding process. Having information about client submissions, pending files, and client status will help you find out if they are getting value from it. 

Studying this KPI will help you recognize the steps where clients are getting stuck, experiencing technical difficulty, or not abandoning the process. 

How You Can Improve:

You can optimize the submission phase by automating the submission process. Clustdoc’s advanced automation feature enables you to automate the process.

On the Clustdoc platform, you can send automated emails requesting clients to start an application, requesting pending document submission, notifying teams of submissions, and updating application status.

These details help you notify teams regarding customer status and send automated follow-up emails to keep clients engaged with your company.

3. Average Processing Time

This is the time you take to process an application on your end. Measuring this KPI is vital because customers expect an immediate response. To keep customers happy and ensure your onboarding process is successful, you should be able to process customer requests as fast as possible.

Your teams should prioritize handling of new clients and their requests to minimize processing time. 

How You Can Improve:

Clustdoc’s advanced dashboard will help you track performance of your sales representatives on your portal. You can use the team metrics data to collect information about how long are your sales reps taking to process onboarding of a client. 

You can find all onboarding related metrics on the dashboard which will help you optimize your onboarding process and reduce the processing time.

An improved processing time means higher conversion rates, more satisfied customers and hence you can build trust among your new clients.

4. Onboarding Completion Rate

When the user completely understands the value of your product and is confident in utilizing it independently, it’s time to conclude onboarding.

Because many customers are short on time, they must be able to use your product fast and effectively, without confusion. If they are unable to do so, they might choose simpler or better alternatives.

How You Can Improve:

To ensure a higher completion rate in reduced time, Clustdoc offers us a track performance dashboard per sales rep, which results in faster decision making.

Upon completing the onboarding process, clients will become active users of your product. To ensure that no client leaves mid-way, you can track the performance of the onboarding on the dashboard. 

If you can improve the onboarding completion rate, your onboarding process will be more transparent helping you to take decisions backed with data at a faster rate.

5. Numbers Of Queries Received

Modern customers want real time solutions to their queries.

If you want to please them and guarantee that the onboarding process goes smoothly, you must respond quickly. 

Clients will have a considerable number of questions throughout the onboarding process and clarifications will be needed regarding your product or services. 

How You Can Improve:

With Clustdoc, you can simplify the onboarding process to make it as simple and hassle-free as possible for the clients. However, if still clients have queries related to the onboarding process, address them as quickly as possible to optimize the onboarding process.

Leave no query unanswered and share solutions with the clients upfront using the secure message feature on Clustdoc. Doing this will help you build a relationship with your clients, increase conversion rates, and improve their satisfaction.

Client Messaging Feature

6. Customer Satisfaction

The real test that comes after signing clients is to keep them satisfied. It doesn’t matter how many people join if they don’t stay, you will lose business.

On average, you’ll lose 75% of your new users within the first week, 40-60% of free trial users will use your product once and never come back. So most revenue comes from returning customers.  According to Harvard Business Review, getting new customers is five to twenty-five times more expensive than retaining existing ones.

Therefore, having positive reviews from our existing and new clients at times is necessary as it is going to make the onboarding process smoother and effortless.

How You Can Improve:

Satisfied customers will always leave positive messages for you and share their happy reviews. Using Clustdoc, you can redirect your clients to Google Reviews, Trust Pilot, or any other reviewing site requesting them to review your service.

Satisfied customer reviews will attract more customers towards your service and help your brand reputation.

Client Reviews

7. Compliance Rate

Since digital onboarding focuses upon the importance of increasing client experience and ease, businesses must prioritize security and safety by maintaining KYC (Know Your Customer) and AML compliance (Anti Money Laundering).

However, if you insist on using old ways, offering the greatest service while also complying with rules might be difficult, hence, affecting the compliance rate. 

How You Can Improve:

To improve your onboarding’s compliance rate, you need a company wide process templates and have to train employees. Clustdoc offers a simple and secure  onboarding system that meets GDPR compliance to ensure all the onboarding related information is tracked and analyzed to ensure compliance.

On Clustdoc, you can also limit access to the stakeholders to make sure they have access to only the information they need.

8. Approval Time

The time it takes to get approval from key internal stakeholders on a client’s documents or data is crucial and should be factored into the entire onboarding process. As a result, there may be delays in internal approval, lengthening the onboarding process.

Internal Stakeholders must verify all documentation. It may necessitate a great deal of back and forth across various touchpoints, such as filling out a number of forms, printing papers, and manually verifying identities. Naturally, this consumes a significant amount of time and work.

To decrease the time over this, and shorten the whole process, there can be a facility to use a shared inbox for team collaboration. 

How You Can Improve:

Clustdoc’s secure messaging system allows you to easily communicate with teammates. You can easily communicate with other contributors and mention team members. 

You can also assign roles to your teammates to make sure they understand their roles and  are notified when there are any updates in the onboarding process. Hence, they can complete their role in the process and decrease the approval time.

If you can work efficiently as a team, decreasing the approval time will increase the productivity of the company.

Onboarding welcome video

Get Started With Clustdoc

There are many client and user onboarding processes like real estate onboarding, law firm onboarding, marketing onboarding, etc. But the principles apply the same. 

Clustdoc offers ready-to-use whitelabel onboarding templates. You can edit these free onboarding templates from Clustdoc to create your unique client onboarding process and improve customer interactions.

Clustdoc provides complete solutions to all the onboarding processes. Check out Clustdoc if you want to get started with your onboarding.