Onboarding process

Why is the onboarding process important?

The onboarding process is important for several reasons. It helps reduce attrition by providing employees with the tools, resources, and support they need to succeed. When new hires feel prepared and welcomed, they are less likely to leave early, which cuts recruitment and training costs.

According to IndustryARC, the global market for employee onboarding software is expected to reach $1.34 billion by 2025, growing 6.4% annually from 2020 to 2025.

Engagement and productivity increase when employees understand their roles and expectations from the start. This clarity leads to faster integration into teams, improving performance and reducing time to full productivity.

Customer onboarding directly impacts satisfaction. When customers are guided through product setup and usage, they experience fewer issues, leading to higher retention and more referrals.

Onboarding also influences the bottom line by improving efficiency and reducing turnover-related expenses. Higher engagement leads to better performance and fewer mistakes, which translates into stronger financial results.

Employees who understand the company culture and how to succeed in their roles are more aligned with business goals, making their decision-making more effective and contributing to more effortless operations.

What are the goals of the onboarding process?

The onboarding process provides structure and clarity, helping employees settle into their roles. Onboarding may aim to build digital maturity, enhance the company culture, or improve overall business operations. 

Goals will differ depending on each business’s unique objectives. To better understand what those may look like, let’s explore some common goals of the onboarding process.

Relationship building for new hires

• Establishing connections with team members and managers
• Building trust and open communication
• Encouraging early collaboration and support
• Helping new hires understand the company’s values

Learning and development for professional growth

• Providing job-specific training
• Offering resources for skill-building and continuous learning
• Setting clear expectations for performance and career growth
• Introducing employees to relevant tools and technologies

Ensuring compliance and safety

• Educating employees on company policies and legal requirements
• Training on safety protocols and ethical practices
• Ensuring adherence to industry regulations
• Protecting both employees and the organization from risks

Creating a welcoming company culture

• Introducing company values and mission
• Offering social opportunities to connect with colleagues
• Celebrating diversity and inclusion initiatives
• Aligning new hires with organizational goals and vision

Who is involved in the onboarding process?

The onboarding process involves multiple stakeholders who each play a unique role in ensuring that new employees or users are effectively integrated into the company. In the current DX era, these stakeholders help drive employee success and system adoption. 

Internal stakeholders

• Hiring managers: Define job requirements, oversee the selection process, and ensure new hires fit the team well.
• IT staff: Set up hardware and software and provide technical support for new employees.
• Supervisors: Monitor the progress of new hires, provide guidance, and ensure integration into their specific teams.
• HR: Manage administrative tasks, benefits, and compliance with company policies.
• Personal buddy: Offers mentorship, helping new hires adjust to the work environment and culture.
• Project or interface colleagues: Help new hires understand cross-functional collaboration and project requirements.

External stakeholders

• Vendors: Supply tools, platforms, or software essential for employee work and training.
• Training providers: Offer external resources for skill development, particularly around digital tools or systems.
• Consultants: Provide expert advice on implementing and using digital systems, ensuring smooth integration.
• External contractors: Assist with specific projects or tasks, offering additional support during onboarding.
• Industry regulators: Guide on legal and compliance matters that influence onboarding processes.
• Technology partners: Collaborate on software and systems implementation, ensuring new hires can use the tools effectively.
• External mentors or coaches: Offer additional professional development support for new hires.

What is required for a successful onboarding process?

A successful onboarding process is structured to equip new hires with the knowledge, resources, and support they need to be productive. 

It involves clear communication, proper logistics, and effective training. Research from Brandon Hall Group shows that 88% of organizations consider it critical for employees to believe in the company’s values during the onboarding process.

Let’s explore three major aspects that influence the success of onboarding efforts: 

Company culture and team integration

New hires must be introduced to the company’s mission, values, and vision. This ensures they understand the organizational environment and how their role fits within it. The team’s structure and responsibilities should be outlined to provide clarity on workflow, collaboration, and expectations.

Logistical requirements

Administrative tasks such as signing contracts, enrolling in benefits, and setting up access to company accounts are necessary for operational readiness. New hires should receive the appropriate hardware, including computers, phones, and specialized equipment. 

Training and development

New hires must undergo job-specific training on tools, systems, and workflows. Performance tracking expectations, timelines, and training milestones should be communicated. Ongoing support from managers and mentors is essential for ensuring the new hire’s success.

Why do onboarding processes fail?

Onboarding failures are often the result of preventable mistakes. These issues can have negative ramifications, affecting employee productivity, morale, and integration. 

Addressing these challenges requires focusing on three primary areas: clear expectations, training and resources, and integration into the team and culture. 

As such, let’s explore these areas further and dissect the pain points that make up the crux of onboarding failures: 

Unclear roles and expectations

Unclear expectations leave new hires confused about their responsibilities. Managers often fail to explain job priorities, decision-making boundaries, or digital workflows. New employees may not understand who to approach for help or approval, leading to delays and inefficiencies. Without clarity, they cannot confidently contribute to meaningful work or align with organizational goals.

Lack of training and resources

Insufficient training and resource allocation delay new hires’ ability to perform. This includes late delivery of necessary equipment, incomplete IT setups, or rushed onboarding sessions. Employees are left without the required tools or knowledge, forcing them to rely on guesswork or spend unnecessary time resolving logistical issues instead of focusing on their roles.

Gartner reports that 70% of businesses let employees take work equipment home, and 58% have given them new hardware.

Weak team and culture integration

Failing to integrate new hires into the team and culture creates a sense of isolation. New employees who don’t receive proper introductions or mentorship struggle to build connections. This disconnect often leads to poor engagement, a lack of trust, and low morale. They risk adopting counterproductive behaviors without understanding the company’s culture and values.

Research from O.C. Tanner shows that 69% of employees are likelier to stay with a company for three years or more if they have a positive onboarding experience.

What are some onboarding process use cases?

The onboarding process will look different depending on the unique needs of other industries. 

Whether introducing new software to staff or using software to bring on new hires, digital solutions are increasingly at the heart of modern onboarding methods.

Let’s explore some differences in onboarding processes across different industries:

IT & data security

Scenario: Onboarding IT staff to a new cybersecurity software platform.

Method: A Digital Adoption Platform (DAP) provides interactive security protocols, real-time alerts, and integration with existing security systems to guide new hires. Custom training modules focus on threat detection, data encryption, and compliance. Staff are also given access to simulations for hands-on experience with incident response scenarios.

Outcome: New hires gain a deep understanding of security measures and are immediately effective in preventing data breaches. The organization reduces the risk of security lapses, as staff are well-prepared to identify vulnerabilities and adhere to best practices for data protection.

Software-as-a-Service (SaaS)

Scenario: Onboarding a sales team to a new SaaS-based customer relationship management (CRM) system.

Method: Employees engage with in-app onboarding features such as contextual tips, role-based task guides, and a knowledge base with common FAQs. A seamless CRM system integration ensures they can access customer data and analytics without disruption. Training is supplemented with interactive webinars led by product experts.

Outcome: Sales teams can quickly manage and track client interactions, improving customer engagement. With real-time analytics at their fingertips, teams can focus on key business opportunities, reducing ramp-up time and increasing revenue generation capabilities from the start.

Healthcare

Scenario: Onboarding healthcare professionals to a new Electronic Health Record (EHR) system.

Method: Role-specific onboarding materials are provided, including step-by-step guides for documenting patient histories, scheduling, and using clinical decision support tools. Interactive eLearning modules ensure that new hires understand how to navigate the system for data entry, real-time patient updates, and compliance with health regulations like HIPAA. A virtual helpdesk and peer support groups are also available.

Outcome: Healthcare professionals integrate the new system into daily routines, improving patient care and data accuracy. The training ensures clinicians spend less time on administrative tasks, resulting in better patient interactions and enhanced operations.