So, you're bursting at the seams with ultra-cool fintech services that you just can't wait to show off to your B2B customers, huh?
We feel you – there's nothing like the thrill of a new product ready to shake the market. But before you high-five your team and break out the champagne, there's a little something called 'customer onboarding' that you need to get down pat. Onboarding isn't just some throwaway business jargon; it's vital for ensuring your clients truly understand your services and ultimately stick around for the long haul.
This handy guide is gonna walk you through how fintech companies can rock their customer onboarding game. So, strap in, and let's hit the road!
What is fintech?
The fintech industry, short for financial technology, has rapidly transformed the way businesses and consumers manage their finances. It encompasses a wide range of innovative digital solutions that aim to enhance and streamline financial services. Fintech companies leverage cutting-edge technologies such as artificial intelligence, blockchain, and data analytics to revolutionize traditional banking practices.
In recent years, fintech has gained significant traction in the B2B sector, particularly in areas like payment processing, lending, insurance, and risk management. These companies provide efficient and cost-effective solutions to address the evolving needs of businesses, offering a more seamless and personalized customer experience.
Fintech companies are known for their agility and ability to adapt to the changing landscape of the financial industry. They bring disruptive ideas to the table, challenging traditional banking institutions and pushing for innovation. With the rise of digital transformation, Fintech has become a driving force behind the modernization of financial services, paving the way for a more inclusive and accessible financial ecosystem.
In this blog post, we will delve into the onboarding process for B2B customers in the fintech industry. We will explore best practices and essential steps to ensure a smooth and successful transition for businesses embracing fintech solutions.
What is B2B customer onboarding?
In the world of fintech, onboarding B2B customers is a crucial step towards establishing successful business relationships. But what does it mean to onboard a B2B customer?
In simple terms, B2B customer onboarding refers to the process of integrating and familiarizing new business customers with your fintech products or services. It involves guiding them through the initial setup, providing necessary training, and addressing any concerns or questions they may have. Effective onboarding ensures that your customers fully understand how to utilize your fintech solutions to their advantage. By providing a smooth customer onboarding experience, you can lay a solid foundation for long-term partnerships and customer satisfaction in the B2B fintech space.
The difference between B2C and B2B customer onboarding
Onboarding customers is a crucial process for any business, but it differs significantly between B2C (business-to-consumer) and B2B (business-to-business) environments, especially in the fintech industry.
In B2C customer onboarding, the focus is mainly on providing a seamless and user-friendly experience to individual customers.
Conversely, B2B customer onboarding targets businesses and involves more complexity. It often requires customizations and integration with existing systems, as well as addressing the needs of multiple stakeholders. Fintech companies need to understand this fundamental difference and adapt their onboarding processes accordingly. A streamlined B2B customer onboarding process with clear communication, personalized support, and thorough training will set the foundation for long-term success and customer satisfaction.
Importance of effective B2B customer onboarding in the fintech industry
The fintech industry is rapidly evolving, with various companies offering innovative solutions to businesses.
However, the success of these companies relclies heavily on their ability to onboard B2B customers effectively. When it comes to financial technology, trust and security are paramount. Therefore, a comprehensive onboarding process ensures that customers feel confident in their decision to partner with a fintech company.
Effective onboarding helps companies understand their customer's unique needs and goals, allowing them to provide tailored solutions. It also enables users to navigate through complex financial processes seamlessly. By prioritizing effective onboarding, fintech companies can establish strong customer relationships and establish a solid foundation for a successful partnership.
I. The stages in B2B fintech customer onboarding
B2B customer onboarding is an essential process for fintech companies to establish successful long-term relationships with their clients. This process can be broken down into several stages to ensure a seamless and efficient onboarding experience.
The first stage involves gathering all necessary information about the client's business, goals, and requirements.
The next stage is the identification of key decision-makers and stakeholders within the organization. Once these individuals are identified, the third stage focuses on aligning expectations and setting clear goals for the partnership. The final stage of the customer onboarding process involves providing comprehensive training and support to enable a smooth transition into using the fintech company's products and services.
This section delves into the details of each stage.
A. Identification and acquisition
In the world of B2B fintech, customer onboarding plays a critical role in setting the stage for a successful and long-lasting business relationship. One of the initial stages in this process is identification and acquisition. This involves connecting with potential customers and understanding their needs and pain points. Fintech companies can leverage various channels such as marketing campaigns, industry events, and referrals to identify and acquire customers. Once potential leads are identified, it is essential to engage them with personalized messages and value propositions to showcase how the fintech product can solve their specific challenges. This stage sets the foundation for a smooth onboarding process, ensuring that the right customers are brought on board.
B. Verification and risk assessment
During this phase, businesses need to ensure the authenticity of their potential customers and evaluate the level of risk involved in extending their services. This involves conducting thorough checks and analyses to verify the provided information and assess the potential risks associated with onboarding a particular customer.
Verification typically includes validating the customer's identity through government-issued documents, verifying their business details, and conducting background checks. This step helps to establish trust and prevent fraudulent activities.
On the other hand, risk assessment involves evaluating factors such as the customer's credit history, financial stability, industry-related risks, and regulatory compliance. This helps fintech companies understand the potential risks and determine the appropriate level of service they can offer to the customer.
By diligently carrying out this verification and risk assessment stage, B2B fintech companies can ensure a secure and reliable onboarding experience for their customers, leading to long-term partnerships built on trust and transparency.
C. Customer training and product walkthroughs
Once a B2B fintech customer successfully navigates the initial stages of onboarding, the focus shifts towards customer training and product walkthroughs. This phase is crucial for ensuring customers have a comprehensive understanding of the fintech solution and how to utilize it effectively.
Customer training sessions provide an opportunity to impart the necessary knowledge and skills required to fully leverage the fintech product. These sessions can be conducted in various forms, including virtual or in-person training sessions, webinars, and comprehensive documentation. The goal is to empower customers by familiarizing them with the product's features, functionalities, and workflows.
Product walkthroughs play a crucial role in showcasing the fintech solution's capabilities in a hands-on manner. By guiding customers through real-life scenarios and demonstrating how the product addresses their specific pain points, fintech companies can effectively highlight the value proposition. Walkthroughs may be conducted through interactive demos, videos, or customized tutorials, enabling customers to experience the solution's potential firsthand.
Customer training and product walkthroughs are integral components of the B2B fintech customer onboarding journey. They empower customers with the knowledge and skills needed to maximize the benefits of the fintech solution and set a strong foundation for a successful, long-term partnership.
Tip: Assign "homework" to your customers where they record their product usage.
D. Customer support and assistance
Once a B2B fintech customer successfully navigates through the initial stages of onboarding, it is crucial to provide them with ongoing support and assistance. Customer support plays a vital role in ensuring a smooth and satisfactory customer experience.
The first step in providing top-notch customer support is establishing clear lines of communication. This can be achieved through various channels such as email, phone, or a dedicated customer support portal. By implementing these channels, customers can easily reach out to the support team with any queries or issues they may encounter along the way.
Timely responses are essential when it comes to customer support. Promptly addressing customer concerns shows your commitment to their success and builds trust. Additionally, it's important to assign dedicated support representatives who are knowledgeable about the product and can provide expert guidance.
Furthermore, offering self-service resources like knowledge bases, FAQs, and video tutorials can empower customers to find answers to common questions independently. This not only saves time for both parties but also allows customers to feel more independent in their journey.
Remember, customer support should be an ongoing effort, even after the onboarding process is complete. By dedicating resources to helping customers navigate their fintech solutions, you're setting the stage for a long and successful working relationship.
Tip: Consider "right-sizing" your training sessions to make them effective. Here's how.
E. Implementation evaluation and customer feedback
Evaluating implementation success and gathering feedback is essential for fintech vendors and customers after onboarding and adoption.
During the evaluation stage, the fintech company should carefully measure and analyze key performance indicators (KPIs) to determine the effectiveness of their product or solution. This could include metrics such as user engagement, customer satisfaction, and ROI. By assessing these KPIs, the company can identify areas for improvement and make necessary adjustments to enhance the customer experience.
Feedback from customers is equally important in the evaluation stage. Regular communication, surveys, and structured feedback sessions can provide insights into the customer's experience with the product or solution. This feedback can help identify pain points, identify areas for improvement, and even uncover new opportunities for innovation.
The evaluation and feedback stage allows for continuous improvement and ensures that both the fintech company and the customer are on the same page regarding the success of the customer onboarding process.
Tip: The customer effort score is a good metric to keep track of.
II. Key elements of successful B2B fintech customer onboarding
For a successful B2B fintech customer onboarding process, clear communication is crucial. Personalization, a well-defined workflow, and continuous support are also essential. Prioritizing these elements fosters trust and sets the stage for long-term success.
A. Personalized customer onboarding experience
When it comes to successful B2B customer onboarding, one key element stands out: personalization.
In today's digital age, customers have come to expect tailored experiences that meet their unique needs and challenges. By incorporating a personalized approach into your onboarding process, you can build stronger relationships, drive customer loyalty, and ultimately fuel business growth.
So, how can you create a personalized customer onboarding experience that leaves a lasting impression? Firstly, it starts with understanding your customers on a deeper level. Take the time to gather relevant information about their goals, pain points, and desired outcomes. Armed with this knowledge, you can develop tailored content, resources, and training materials that address their specific needs.
Secondly, leverage technology to automate the delivery of personalized content. From welcome emails to guided walkthroughs, utilize data-driven insights to deliver timely and relevant information to your customers. This ensures that each touchpoint in the onboarding journey is meaningful and impactful.
Lastly, ongoing communication and engagement are crucial in maintaining a personalized onboarding experience. Regular check-ins, training webinars, and feedback sessions provide opportunities to address concerns, answer questions, and gather valuable insights for continuous improvement.
Remember, B2B customer onboarding is not a one-size-fits-all approach. By personalizing the onboarding experience, you can showcase your commitment to customer success, foster stronger relationships, and set the foundation for long-term satisfaction and retention.
Rocketlane offers dynamic templates that, when coupled with CRM integrations, help you not just personalize your customer onboarding journey, but also automate the personalization.
B. Clear communication and expectations
When businesses fail to effectively communicate their product or service offerings, it can lead to confusion and dissatisfaction among customers. To avoid this, it is vital to establish clear lines of communication right from the start.
First and foremost, businesses should provide concise and easy-to-understand documentation, such as user manuals or onboarding guides. These resources should outline the customer onboarding process step by step, leaving no room for ambiguity. Additionally, it is important to assign a dedicated contact person who can address any questions or concerns promptly.
Setting realistic expectations is equally important. Businesses should clearly communicate the timeline for onboarding, along with any limitations or potential challenges that may arise. By managing customer expectations accurately, businesses can prevent disappointment and build trust with their clients.
Regular communication throughout the onboarding process is key. Maintaining an open line of dialogue with customers allows businesses to address any issues promptly and make necessary adjustments, enhancing customer satisfaction and ensuring a smooth onboarding experience.
Rocketlane is built to make communication seamless. Head here to learn how it can make your life easier today!
C. Continual support and education
Continual support and education play a crucial role in the success of B2B customer onboarding. Once the initial onboarding process is complete, the journey is far from over. Providing ongoing support and education ensures that customers fully understand and optimize the value of your product or service.
One key element of continual support is having a dedicated customer success team. These experts should be readily available to address any questions or concerns that arise post-onboarding. Regular check-ins and proactive communication show that you are invested in your customers' success.
Additionally, customer education should be an ongoing effort. Regularly sharing valuable resources, such as webinars, tutorials, and best practices, ensures that customers have the knowledge and skills to make the most of your offering. This helps them stay engaged and motivated to continue using your product or service.
The more supported and educated your customers feel, the more likely they are to become loyal advocates for your brand. Continual support and education foster a strong partnership that leads to long-term success.
D. Effective use of digital tools and technology
In today's fast-paced business world, companies need to leverage the power of digital tools and technology to streamline and enhance their customer onboarding process.
One of the key elements of effective onboarding is the use of customer relationship management (CRM) software. CRM systems allow businesses to centralize customer data, track interactions, and automate processes. By utilizing a CRM platform, companies can easily follow up with new customers, monitor their progress, and ensure smooth onboarding.
Another digital tool that can greatly contribute to successful B2B customer onboarding is a customer onboarding platform. These tools can streamline the customer onboarding process by automating repetitive tasks and workflows, reducing human error, and saving time. Automated email campaigns and personalized onboarding checklists can be used to keep customers engaged and informed throughout the onboarding journey.
You can also use customer onboarding tools to share valuable resources, training materials, and user guides to help customers understand and navigate your products or services. It allows for self-paced learning and ensures that customers have access to all the necessary information to get up and running quickly.
By effectively utilizing digital tools and technology such as customer onboarding software and automation tools, businesses can enhance the B2B customer onboarding experience and set themselves up for long-term success.
Rocketlane is purpose-built for customer onboarding journeys. Check it out now!
E. Monitoring customer progress
It is essential to regularly track and assess how well your customers are progressing through their journey with your product or service. By monitoring their progress, you can identify any roadblocks they may be facing, understand their needs better, and proactively address any issues that may arise.
There are several ways you can monitor customer progress. First and foremost, make use of analytics and customer tracking tools to gather data on their usage patterns and interactions with your product. This will provide valuable insights into how they are engaging with your offering and help you identify areas for improvement.
Additionally, establishing regular touchpoints with your customers, such as check-in calls or surveys, can provide an opportunity to gauge their satisfaction and address any concerns they may have. This proactive approach demonstrates your commitment to their success and creates a feedback loop that allows you to continuously refine your onboarding process.
By effectively monitoring customer progress, you can ensure that your onboarding efforts are delivering the desired outcomes for your B2B customers, ultimately leading to increased customer satisfaction and long-term success.
Rocketlane offers native reports that offer insights into your project health.
III. Challenges in B2B customer onboarding for fintech companies
Onboarding B2B customers in the fintech industry comes with its own set of unique challenges. As fintech companies continue to disrupt and reshape the financial landscape, it becomes crucial for them to address these challenges to ensure a smooth and successful adoption of their products or services.
One of the primary challenges is the complexity of the financial ecosystem. Fintech companies often need to integrate their solutions with multiple existing systems, including banks, payment gateways, and regulatory frameworks. This complexity can lead to delays in onboarding as well as technical issues that need to be efficiently resolved.
Another challenge is the compliance and security requirements. Fintech companies operate in a highly regulated environment, and ensuring the security and compliance of customer data is paramount. Striking the right balance between offering a seamless onboarding experience and meeting regulatory obligations can be a daunting task.
Moreover, B2B customer onboarding often involves multiple stakeholders, including decision-makers, IT teams, and end-users. Aligning these different stakeholders' expectations and requirements can be challenging, leading to potential delays and miscommunication during the customer onboarding process.
Addressing these challenges requires fintech companies to invest in robust technology infrastructure, streamline their processes, and enhance communication channels with their customers. By doing so, they can overcome the obstacles associated with B2B onboarding and provide their clients with a seamless experience from the start.
This section delves into the details of common challenges that arise in B2B fintech customer onboarding and how you can overcome them.
A. Difficulties in scaling the customer onboarding process
Difficulties in scaling the customer onboarding process can often hinder the growth and success of fintech companies in the B2B space. As these companies expand their customer base, they encounter several challenges. First and foremost, the manual nature of traditional onboarding processes becomes inefficient and time-consuming when dealing with a large volume of clients. Additionally, maintaining the same level of personalization and attention to detail becomes increasingly difficult. Moreover, ensuring regulatory compliance becomes more complex as the number of customers increases. To overcome these hurdles, fintech companies need to adopt scalable onboarding solutions that utilize automation, streamline operations, and maintain consistency in delivering a seamless customer experience at every stage.
Rocketlane helps scale your onboarding process with minimal effort. Learn more.
B. Ensuring data security and privacy
When it comes to onboarding B2B customers in the fintech industry, one of the most critical challenges is ensuring data security and privacy. Fintech companies deal with highly sensitive financial and personal information, making stringent security measures paramount.
To address this challenge, fintech companies must adopt robust security systems and protocols. Implementing multi-factor authentication, encryption, and secure socket layer (SSL) certificates are just some of the measures to protect data during the onboarding process. Additionally, companies should conduct regular security audits and vulnerability assessments to identify and fix any potential weak links in their systems.
Privacy is equally important. Companies must adhere to data privacy regulations, such as the General Data Protection Regulation (GDPR), and obtain explicit consent from customers before collecting and processing their data. Adequate data anonymization techniques should also be employed to protect customer identities.
By prioritizing data security and privacy in B2B customer onboarding, fintech companies can establish trust and credibility with their customers, fostering long-term relationships and ensuring regulatory compliance.
C. Adjusting to different customer needs and platforms
Adjusting to different customer needs and platforms is a significant challenge for fintech companies during the B2B customer onboarding process. With a diverse range of clients, each with their own unique demands and requirements, it becomes crucial for these companies to customize their onboarding approach accordingly. This means understanding the specific needs of each customer segment and tailoring the platform to suit their preferences. Whether it's integrating with existing systems, providing seamless user experience, or offering personalized training, fintech companies must be agile and adaptable. By doing so, they can ensure a smooth onboarding process that effectively addresses the diverse demands and platforms of their B2B customers.
D. Maintaining regulatory compliance
Maintaining regulatory compliance is a critical aspect of B2B customer onboarding for fintech companies. With ever-evolving regulations in the financial industry, ensuring that your onboarding processes align with the necessary requirements can be a challenge.
Fintech companies must stay up-to-date with various compliance regulations, such as KYC (Know Your Customer) and AML (Anti-Money Laundering), while also considering data privacy and security measures. Implementing robust systems and procedures to verify customer identities, monitor transactions, and collect necessary documentation can help mitigate compliance risks. Regularly reviewing and updating your compliance protocols is crucial to keep pace with changing regulations and maintaining customer trust.
E. Building long-term relationships
Building long-term relationships is crucial for B2B customer onboarding in the fintech industry. While acquiring new customers is important, retaining them is equally vital. Developing a strong bond requires understanding their unique needs and addressing them effectively. Fintech companies should focus on providing personalized experiences, proactively addressing customer pain points, and offering ongoing support. Building trust is essential, as it lays the foundation for a long-lasting relationship. Offering value-added services, such as educational resources or exclusive access to industry insights, can also help strengthen the partnership. By investing in building meaningful relationships, fintech companies can increase customer loyalty and ultimately achieve long-term success.
IV. Case study: Mosaic's modern approach to B2B fintech onboarding
Mosaic is a Strategic Finance Platform that acts as a compass for business leaders and sits at the center of the CFO tech stack—empowering finance leaders to make more profitable decisions.
In this webinar with Rocketlane, Abhishek Vora, Head of Customer Success at Mosaic.tech, shares their success formula for implementations, and onboarding best practices.
He talked about:
- Why customer onboarding is critical to your success
- The customer onboarding process at Mosaic
- How to bring your A-game to customer onboarding every time
- How Rocketlane helped Mosaic modernize their onboarding process and made it efficient
Here's the TL;DR.
Tech stack used by Mosaic
- Vitally for account health
- Rocketlane for customer onboarding
- Heap for usage trends
- Gong for customer calls and analysis
- Salesforce for CRM activities
Mosaic’s customer onboarding process
A large portion of Mosaic’s customers are B2B, though they do have several B2C customers too. Mosaic doesn’t segment customers in the traditional sense. They categorize customers based on
- Their source of truth: Salesforce, Hubspot, etc. We also see customers who use a billing tool such as Stripe as their source of truth (revenue numbers, etc.).
- Use case prioritization: Some customers want to understand analytics and metrics. Some might want to use Mosaic for planning first. So their onboarding varies based on customer priorities too.
How Mosaic manages multiple implementations in parallel
- Every Friday, Mosaic has implementation team members send status updates as Loom videos
- Every Monday, they have a 60-minute alignment meeting where the CSMs and the implementation team talk escalations and customer questions through
- Mosaic maintains status notes on Rocketlane. Any information requests that come up mid-week are sorted by redirecting the person to Rocketlane
For the full summary, head here.
V. Practical tips for improving B2B fintech customer onboarding
In the rapidly expanding B2B fintech sector, customer onboarding significantly influences acquisition and retention. A smooth, intuitive onboarding strategy can differentiate a company in a competitive market and positively shape the entire customer experience. Given the intricacy of fintech products, a complicated onboarding process can deter potential users, while a seamless journey can boost customer satisfaction and loyalty. Ease of use does not always equate to lack of sophistication.
This section provides useful tips on improving the B2B fintech customer onboarding experience for a competitive edge in this evolving industry.
A. Creating engaging and interactive training materials
Creating engaging and interactive training materials is a crucial step in improving B2B fintech customer onboarding. One effective strategy is to use multimedia elements such as videos, infographics, and interactive quizzes to capture the attention of customers and make the onboarding process more enjoyable. Another useful tip is to keep the training materials concise and easily digestible. Break down complex concepts into simple and easy-to-understand modules. Additionally, incorporating real-life scenarios and examples into the training materials can help customers relate and apply the knowledge effectively. Lastly, don't forget to regularly update and optimize the training materials to ensure that they align with the latest industry trends and regulations.
B. Seamless and simplified customer onboarding process
The onboarding process plays a crucial role in B2B fintech customer satisfaction and retention. To ensure a seamless and simplified customer onboarding process, there are a few practical tips to keep in mind. Firstly, automate as much as possible, from data collection to document verification. This not only saves time but also reduces the chances of errors and delays. Secondly, provide clear and concise instructions to guide customers through each step of the onboarding process, minimizing any confusion or frustration. Additionally, utilize smart technologies such as AI chatbots or virtual assistants to offer real-time support and answer any customer queries. By implementing these tips, B2B fintech companies can streamline their onboarding process, making it a positive and efficient experience for their customers.
C. Utilizing customer onboarding software and other tools for better customer relationship
Utilizing customer onboarding software and other tools is essential for building and maintaining strong customer relationships in the B2B fintech industry. These technologies help streamline the onboarding process, ensuring a smooth experience for both the customer and the company. Customer onboarding software allows businesses to automate tasks like data collection, verification, and account setup, eliminating the need for manual input and saving valuable time. Additionally, tools like customer relationship management (CRM) systems enable businesses to track customer interactions, preferences, and feedback, offering valuable insights for personalized and targeted communication. By leveraging these tools, B2B fintech companies can enhance customer satisfaction, build trust, and ultimately strengthen their customer relationships.
D. Regular evaluation of the customer onboarding process
By evaluating the onboarding process on a regular basis, companies can identify areas that need improvement and make necessary adjustments. Conducting surveys or collecting feedback from customers who have recently completed the onboarding process can provide valuable insights. The evaluation should take into account factors such as ease of use, clarity of instructions, and overall satisfaction. By analyzing and acting on this feedback, B2B fintech businesses can refine their onboarding processes, leading to increased customer satisfaction, improved retention rates, and ultimately, business growth.
VI. The future of B2B customer onboarding in fintech
A. The role of AI and machine learning
B. The impact of blockchain technology
C. Personalization and predictive analytics
To sum it up...
In the rapidly evolving fintech landscape, a seamless and efficient onboarding process is not just a bonus; it's a necessity. By implementing these steps and continuously optimizing your customer onboarding journey, you can set your fintech company apart from the competition and foster strong, long-lasting relationships with your B2B customers. Remember, a positive onboarding experience today can lead to a loyal customer tomorrow. So go ahead, prepare to impress and empower your B2B customers, and watch your fintech solutions thrive!
Use Rocketlane to rev up your fintech customer onboarding
Rocketlane is purpose-built for B2B fintech customer onboarding.
With Rocketlane, you can:
- Templatize project plans: Set up project templates for different customer types, and save hours for your team every week. With reusable templates, you can create a project plan with phases, milestones, tasks, boilerplate documents, and forms in just a few clicks.
- Create custom workflows: Use customer attributes to trigger custom execution pathways with Dynamic Templates. You can automate the creation of phases, tasks, forms, etc., based on conditional logic. This means you can create customized project plans for a wide spectrum of customers on the fly.
- Hold customers accountable: Your customers need to do their share of the heavy lifting in implementing a SaaS platform. With the Rocketlane Customer Portal, customers know what tasks they need to complete, which documents they need to share, and what approvals are pending on them.
- Communicate with clarity: Share status updates summarizing what you accomplished, send timely reminders about task deadlines, and standardize your communication with templates. In addition to that, you can push project updates directly to your customers’ Slack workspace with our native integration.
- Simplify customer collaboration: Have real-time discussions with your customers around tasks and projects on Chat, share-edit-upload documents using Spaces, and collect all the necessary information and approvals with built-in forms. Make sure every implementation project keeps rolling along smoothly.
- Predict resource requirements: Understand the demand for different roles from projects across your pipeline, and predict when you are likely to face a resource crunch. Use these insights to make accurate hiring decisions ahead of time.
- See how your team spends time: Find out where your team spends their time - Are they executing billable tasks on customer projects? Are administrative tasks eating into their bandwidth? Analyse time sheets and take corrective measures on time.
Need more convincing? Hear it from our star customers.
GoCardless accelerated their time-to-value by 20% with Rocketlane
GoCardless is a global leader in direct bank payment solutions headquartered in the UK. Each year GoCardless processes over US$30 billion of payments across 30+ countries.
- Poor visibility into project progress for customers
- No ability to track and report on team productivity
- Reliance on multiple tools to run projects
- The customer portal allows complete project progress visibility for customers
- Rocketlane's time tracking suite helps their implementation managers track time effectively
- Native reports on project performance, portfolio performance, and team performance have helped GoCardless benchmark and refine their customer onboarding process
Head here for the full story.
Mosaic saves ~120 hours every month with Rocketlane
- Mosaic was using Google Sheets to assign tasks and track onboarding projects. Maintaining these sheets to manage multiple projects simultaneously strained their team’s bandwidth
- Customer requirements were slipping through the cracks as the reliance was on the people to keep track of them
- There was no well-established, standardized onboarding process in place to recreate consistent results for every client
- Standardized customer onboarding process, which has led to consistent customer experience
- The entire onboarding journey is neatly organized
- The Salesforce integration enables seamless data flow to Rocketlane through custom fields. E.g. When a new deal is closed, a project gets automatically created on Rocketlane
- Their customers stay updated through the dedicated customer portal that Rocketlane offers
Read their story here.
Qapita saves 45 minutes per project in setup time with Rocketlane
Qapita is a Singapore-based FinTech startup that automates the equity management process for startups, including workflows around CapTables, ESOPs, due diligence, and transactions.
- Use of multiple tools to manage customer onboarding
- No centralized system to track key project metrics
- Low customer engagement during onboarding
- Rocketlane eliminated Qapita's need to use multiple tools
- The 360-degree visibility into projects helps the team understand which areas need their attention and resources and has helped communicate timelines better to their customers
- The customer portal has simplified customer engagement and collaboration; automated status updates and reminders ensure customer accountability
- Rocketlane's templates have helped them standardize their onboarding process and ensure repeatable customer delight
- By integrating Rocketlane with Freshsales, Qapita has automated project creation, saving hours for the team on project set up.
Read their case study here.
Trovata saves 50+ hours every month with Rocketlane
Trovata is a cash management platform based out of San Diego, California, that lets companies instantly know how much cash they have, forecast more quickly, and manage cash flow with precision.
Rocketlane helps Trovata:
- Manage and track all their client onboarding projects in one central place
- Guarantee a successful and repeatable process to onboard new clients
- Enable them to manage their team resources and forecast their hiring needs
Get their story here.
Ready to move your customer onboarding into the fast lane? Book a demo now!
VII. Frequently asked questions
1. What is B2B fintech customer onboarding?
B2B fintech customer onboarding refers to the process of setting up and activating a new business customer account in the financial technology (fintech) industry. It involves gathering necessary information, verifying identities, and ensuring compliance with regulatory requirements.
2. What are the key benefits of B2B fintech customer onboarding?
B2B fintech customer onboarding offers benefits such as faster account setup, improved customer experience, enhanced security measures, reduced manual paperwork, streamlined compliance processes, and increased operational efficiency.
3. What steps are involved in the B2B fintech customer onboarding process?
The typical steps in B2B fintech customer onboarding include account registration, information gathering, identity verification, due diligence checks, risk assessment, document submission, compliance checks, account activation, and ongoing monitoring.
4. How long does the B2B fintech customer onboarding process take?
The duration of the onboarding process can vary depending on various factors like the complexity of the customer's business, regulatory requirements, completeness of the provided information, and the efficiency of the fintech provider. It can range from a few days to a couple of weeks.
5. What information is typically required during B2B fintech customer onboarding?
The information required usually includes the customer's business details, legal entity information, ownership structure, relevant financial and business documents, identification documents of authorized representatives, and sometimes additional due diligence information.
6. How is identity verification done during B2B fintech customer onboarding?
Identity verification during B2B fintech customer onboarding is typically done through various methods such as manual document checks, electronic verification services, biometric authentication, database checks, and in some cases, in-person verification.
7. What regulatory compliance standards are involved in B2B fintech customer onboarding?
B2B fintech customer onboarding must comply with various regulatory standards and obligations, such as anti-money laundering (AML) and Know Your Customer (KYC) rules, data protection regulations, financial reporting requirements, and industry-specific guidelines.
8. How do B2B fintech platforms ensure security during the customer onboarding process?
B2B fintech platforms employ encryption technologies, secure data storage, two-factor authentication, advanced anti-fraud measures, and strict access controls to safeguard customer information and prevent unauthorized access.
9. Can businesses onboard multiple users within their accounts during the B2B fintech customer onboarding process?
Yes, most B2B fintech platforms allow businesses to onboard multiple authorized users within their accounts. This enables efficient collaboration and ensures that only authorized users can access and transact on behalf of the business.
10. What should businesses consider when choosing a B2B fintech provider for their business?
Businesses should consider experience, reputation, flexibility, compliance, security, pricing, customer support, and integration when choosing a B2B fintech provider.