Digital Customer Onboarding Software Market Size, Share, Growth, and Industry Analysis, By Type (Cloud-Based & Web-Based), By Application (Bank, Insurance, Securities & Fund), and Regional Forecast to 2032

Last Updated: 09 January 2025

DIGITAL CUSTOMER ONBOARDING SOFTWARE MARKET OVERVIEW

The global digital customer onboarding software market size expanded rapidly XX in 2023 and is projected to grow substantially XX by 2032, exhibiting a prodigious CAGR XX  during the forecast period.

The Digital Customer Onboarding Software Platform refers to the technical machinery that facilitates the process of bringing a new customer on board within a stipulated time frame, especially within the sectors of banking, insurance, telecom and e-commerce. Due to the use and integration of various technologies, the overall onboarding experience gets a facelift through the digitization of some of its stages including: Identity verification, Document upload, Compliance verification, and Account setup, hence, less manual effort is required.

There are various factors driving the digital customer onboarding software market growth such as, rising demand for digital transformation and increased focus on customer experience. The future market is formulated by the likes of AI, biometrics, blockchain, among other innovations providing businesses with the capability to ensure security and efficiency during client development amid competition.

GLOBAL CRISES IMPACTING DIGITAL CUSTOMER ONBOARDING SOFTWARE MARKETCOVID-19 IMPACT or RUSSIA-UKRAINE WAR IMPACT or ISRAEL-HAMAS WAR IMPACTCOVID-19 IMPACT

Rise of Contactless Technologies During Pandemic Led to Increased Demand

The global COVID-19 pandemic has been unprecedented and staggering, with the market experiencing higher-than-anticipated demand across all regions compared to pre-pandemic levels. The sudden market growth reflected by the rise in CAGR is attributable to the market’s growth and demand returning to pre-pandemic levels.

The COVID-19 outbreak led to an increase in the use of Contactless Customer Onboarding Software owing to the growth in contactless technologies. Since physical limitations started to get imposed, many enterprises searched for available digital methods of onboarding customers in a safe and effective way. Processes such as facial or fingerprint identification became useful as a way of confirming the identity of people while keeping safe distance. In addition, verification and compliance processes were automated using AI solutions, hence reducing the level of manual work. This change ensured that operations could continue running but also fast-tracked the introduction of digital onboarding solutions in many areas especially in the financial services and health care sectors.

LATEST TREND

"Blockchain for Identity Verification to Drive Market Growth"

The advent of blockchain based identity verification is also poised to accelerate the growth of the Digital Customer Onboarding Software market even further. The use of blockchain in the customer onboarding process promotes trust in the storage and verification of customer identities as a centralised and unchangeable system allows for the control of customer identities with no risk of tampering with the records. This technology eliminates centralised third parties, therefore minimising the chances of security breaches and fraud. In cases such as KYC & AML requirements imposed by law upon certain industries, most of them like finance, insurance, and healthcare, comply by utilising records that can be externally focused and verified instantly.

DIGITAL CUSTOMER ONBOARDING SOFTWARE MARKET SEGMENTATION

BY TYPE

Based on Type, the global market can be categorized into Cloud-Based & Web-Based

• Cloud-Based: Cloud-based digital onboarding solutions are located on third-party servers ensuring, among other aspects, convenience, flexibility, and cost. These solutions work best for companies that need access remotely and look forward to automatic updates and the connection of other cloud services.
• Web-Based: Web-based onboarding tools can be installed onto the firm’s internal severs and used via web browsers. These solutions tend to provide better flexibility in terms of data security and modifications making them ideal for companies with very strict regulatory and data management policies.

BY APPLICATION

Based on application, the global market can be categorized into Bank, Insurance, Securities & Fund

• Bank: Banks use digital onboarding software to streamline account openings, verify customer identities, and comply with KYC and AML regulations.
• Insurance: Insurance markets have acknowledged that digital onboarding is one of the approaches that can facilitate the onboarding of policyholders. It enables insurance companies to carry out identity verification, submission of documents, risk assessment and other processes in an automatic manner.
• Securities: To onboard investors and meet all the legal and regulatory requirements, securities firms implement digital onboarding software. The software interfaces with certain features such as electronic signatures and live verification to fast track the onboarding processes with reduced errors and fraud.
• Fund: Fund management companies adopt digital onboarding solutions to enroll new clients into mutual funds or investment schemes.

MARKET DYNAMICS

Market dynamics include driving and restraining factors, opportunities and challenges stating the market conditions.                

DRIVING FACTORS

"Rising Demand for Digital Transformation to Boost the Market"

A factor in the digital customer onboarding software market growth is the rising demand for digital transformation. As companies continue to turn their operations into the online mode, there is a great need for automated mechanisms to help in the onboarding of new customers that are effective and safe. Onboarding software solves the problem with customer identification process within a short time, decreases the number of operations performed by a human being, and improves the service offered to the customers. The banks as well as the insurance companies and the retail market are at the forefront of this revolution, utilising digital technologies to satisfy e customers ever increasing needs in speed and ease of use.

"Increased Focus on Customer Experience to Expand the Market"

The increased focus on customer experience is another key aspect of the digital customer onboarding software market. To enhance customer experience and retention, businesses are focusing on creating smooth and easy onboarding processes. This is available in the form of digital onboarding systems that are convenient, tailored and help the customer go through the registration and verification processes quickly and with little hassle. Amenities such as instant help, robotic systems, and interfaces suited for phones make it more of a breeze. This aspect of providing a fast and easy onboarding experience is emphasised more in industries like banking, insurance, commerce, where there is a lot of competition.

RESTRAINING FACTOR

"High Concerns Around Data Breaches and Privacy Violations to Potentially Impede Market Growth"

A restraining element within the growth of the digital customer onboarding software market is the high concerns around data breaches and privacy violations. With the advent of technology, customer information has become easily accumulated and digitally stored which poses a challenge to businesses in terms of risks of cyber-attacks and unauthorised access. These worries discourage a number of firms from completely embracing digital onboarding solutions. Also, heavy regulations like GDPR add to the challenges of data management, thus making it hard for organisations to embrace new ideas without breaking the rules, hence, market growth is at times hindered.

OPPORTUNITY

"Biometrics and Multi-Factor Authentication To Create Opportunity for the Product in the Market"

The digital customer onboarding software market presents vast scope for expansion in biometrics and multi-factor authentication. Making use of biometric technologies such as facial recognition, and fingerprint scanning, allows the businesses to improve security level and makes the process of carrying out identification hence a further enhancement of the onboarding experience. They help to ensure fraud and theft of identity is cut to the minimum levels as the customer has to offer different means of verification before access to the given service is granted. Integration of biometrics and MFA will also assist in driving demand as it will be recognised as a competitive advantage in onboarding processes across all customers due to the need to offer secure and seamless onboarding solutions to customers.

CHALLENGE

"High Costs of Adopting and Integrating Software Could Be a Potential Challenge for Consumers"

High costs associated with adopting and integrating digital customer onboarding software pose a potential challenge for consumers. Many businesses, especially small and medium-sized enterprises, may find the initial investment in software solutions prohibitive, which can limit their ability to compete effectively. Additionally, ongoing expenses related to maintenance, updates, and training further strain budgets. This financial burden can deter companies from transitioning to digital onboarding, hindering their ability to enhance customer experience and streamline operations, ultimately impacting their growth and market competitiveness.

DIGITAL CUSTOMER ONBOARDING SOFTWARE MARKET REGIONAL INSIGHTS

• NORTH AMERICA (U.S. COMPULSORY)

The digital customer onboarding software is being widely accepted in North America, mainly due to the developed technology infrastructure and the wide embrace of digital transformation at all levels of the society. This includes banking and insurance sectors which are rapidly leaning towards these solutions to facilitate customer experience and adhere to strict regulations. Continued development in the United States Digital Customer Onboarding Software Market also ascribed to the contribution of prominent countries and the active competition within the market. Furthermore, the growing fear of data breaches has encouraged companies to embrace the software, hence making North America the central region in the advancement of digital onboarding solutions.

• EUROPE

The digital customer onboarding software market in Europe is evolving at a high compound annual growth rate due to, among other issues, a heightened emphasis on regulatory compliance particularly on the General Data Protection Regulation (GDPR). In a bid to improve customer registration and security, banks, insurance, and e-commerce are turning to digital onboarding solutions. In addition, customer-centricity is done in response to how people are looking for advanced technologies for onboarding. In addition, the presence of mature players, as well as an increasing number of new entrants, makes the region's market active and vibrant.

• ASIA

In Asia, there is a surge in the adoption of digital customer onboarding software due to the increasing number of internet users and the growth of digital banking and e-commerce. Mobile-first solutions are on the rise in China and India as consumers want hassle-free and secure onboarding. The varying sectors of the region such as fintech and telecommunication have adopted new technologies with the aim of enhancing customer experience and improving efficiency.

KEY INDUSTRY PLAYERS

"Key Industry Players Shaping the Market Through Innovation and Market Expansion"

The digital customer onboarding software market is experiencing growth thanks to the key players in the industry, who are continuously innovating and expanding the market. The main players are rolling out more enhancements such as artificial intelligence, biometric identification, and machine learning technologies on boarding processes in a more secure and efficient manner. Covertly, these players are engaged in strategic merger, acquisition and partnership in order to increase the geographical outreach and clientele base. These players are also offering industry specific solutions like banking, insurance and e-commerce among others which not only fulfills the increasing client expectations but also redefines the efficiency levels.

LIST OF TOP DIGITAL CUSTOMER ONBOARDING SOFTWARE COMPANIES

• Akcelerant (Switzerland)
• Backbase (Netherlands)
• Agreement Express (Canada)
• Bankingly (Uruguay)
• ebankIT (Portugal)
• Fenergo (Ireland)
• Know Your Customer (Hong Kong)
• Tagit (Singapore)
• Pegasystems (U.S.)
• W.UP (Hungary)
• Zenoo (U.K.)

KEY INDUSTRY DEVELOPMENTS

September 2024: MidWestOne Bank, headquartered in Iowa and servicing around 140,000 customers across four states, has successfully implemented Temenos Digital Onboarding as Software as a Service (SaaS) on Amazon Web Services (AWS).

REPORT COVERAGE

The study encompasses a comprehensive SWOT analysis and provides insights into future developments within the market. It examines various factors that contribute to the growth of the market, exploring a wide range of market categories and potential applications that may impact its trajectory in the coming years. The analysis takes into account both current trends and historical turning points, providing a holistic understanding of the market's components and identifying potential areas for growth.

The digital customer onboarding software market is poised for a continued boom pushed by rising demand for digital transformation and increased focus on customer experience. Despite challenges, which include High costs associated with adopting and integrating digital customer onboarding software. Key industry players are advancing via technological upgrades and strategic marketplace growth, enhancing the supply and attraction of digital customer onboarding software. As customer choices shift towards AI integrated options, the digital customer onboarding software market is expected to thrive, with persistent innovation and a broader reputation fueling its destiny prospects.