If you’re running a mid-sized B2B company, you know the pain: onboarding new customers is rarely smooth. It’s a mix of emails, PDFs, back-and-forth calls, and chasing people for signatures or information. It’s messy, slow, and stuff falls through the cracks. This post is for folks who want to actually fix that—without buying into buzzwords or getting stuck in months-long IT projects. Let’s talk about what Moxo actually does for B2B onboarding, where it helps, and where it’s just another shiny tool.
Why Onboarding Is Such a Mess (And Why It Matters)
Onboarding isn’t just paperwork. For most B2B businesses, it’s the moment where you either set up a customer for a long, healthy relationship—or annoy them into ghosting you. But let’s be honest: even companies with good intentions end up with clunky onboarding experiences.
Common headaches: - Customers get confused about what to do next. - Teams rely on too many tools: email, Slack, CRM, e-sign tools, spreadsheets. - Key info gets lost (or buried in someone’s inbox). - No one’s quite sure where things are stuck. - Chasing signatures or approvals eats up hours.
If you’re mid-sized, you don’t have the luxury (or budget) for a full-blown custom solution. You need something that works out of the box, but isn’t a nightmare to set up. That’s where Moxo claims to help.
What Moxo Is (and Isn’t)
Moxo pitches itself as a “client interaction workflow” platform. Translation: it tries to bring all your customer-facing processes—especially onboarding—into one place. You get a branded portal where your clients can fill forms, upload docs, chat with your team, e-sign things, and track what’s left.
What it actually covers: - Guided onboarding checklists (for both your team and your customers) - Secure document exchange and e-signatures - Messaging and chat built into the workflow - Automated reminders and status tracking - Audit trails so you can see who did what, when
What it doesn’t do: - Replace your core CRM or accounting system - Magically fix broken internal processes - Do heavy custom integrations out of the box (though there are some APIs)
If you’re looking for a “set it and forget it” silver bullet, keep looking. If you’re willing to adapt your onboarding a bit to fit a template, Moxo can save you a lot of pain.
Step-By-Step: Using Moxo to Improve Onboarding
Here’s how you’d actually use Moxo to clean up onboarding for a mid-sized B2B business. Each step comes with some honest advice on what’s worth doing—and what’s not.
1. Map Out Your Actual Onboarding Steps
Before you even touch Moxo, get real about your process. Grab a whiteboard (or just a Google Doc), and write out every step your customer needs to do from “signed contract” to “fully set up.” Talk to your team—sales, ops, customer success. You’ll be surprised how many hidden steps there are.
Don’t skip this. Automating a broken process just makes it faster to frustrate customers.
2. Set Up Your Moxo Workspace
Once you’ve mapped your process, set up your Moxo account. This means: - Branding your portal with your colors and logo - Defining your internal users (who on your team needs access) - Creating customer “journeys” or templates for common onboarding flows
Pro tip: Start with your most common onboarding flow. Don’t try to automate every edge case from day one.
3. Build a Guided Onboarding Checklist
Moxo lets you build step-by-step checklists for each onboarding flow. Each step can include things like: - Uploading a document - Filling out a form - Booking a meeting - E-signing a contract - Reviewing a policy or training video
Clients see this as a clear list of what’s done and what’s left. Your team can see status at a glance.
What works: Clients appreciate knowing what’s expected of them, and you don’t have to chase them for every little thing.
Watch out: If your steps are vague (“Submit required documents”), clients will still get confused. Spell it out.
4. Centralize Communication
Instead of email threads, Moxo has chat and messaging built into each onboarding project. You can: - Send quick reminders - Answer questions in context (right next to the task or document) - Loop in subject-matter experts without giving them full email access
What works: No more “Did you get my last email?” Everything’s in the portal.
What doesn’t: Some clients will still stick to email. Moxo can forward messages, but you’ll never get 100% adoption.
5. Use Secure Document Exchange and E-signatures
Sending sensitive documents over email is a bad habit we all have. Moxo lets you request uploads or signatures securely, keep versions organized, and see when someone’s actually opened a file.
Pro tip: Use the audit trail. If a client claims they never got the NDA, you can show when it was sent and viewed.
Caveat: If your clients already use DocuSign or similar, check if Moxo’s e-sign is legally compliant in your region. It usually is, but it pays to ask.
6. Automate Reminders and Progress Tracking
Set up automated nudges for incomplete tasks, both for your clients and your team. Moxo can send reminders without you having to remember. You also get dashboards to spot bottlenecks—helpful for managers who want to know where things keep getting stuck.
What works: Less manual follow-up means your team can focus on the real work.
What to ignore: Don’t over-automate. Too many notifications and clients will tune them out.
7. Review and Iterate
After a few onboardings, check what’s working and what’s causing friction. Update your templates, clarify instructions, and trim unnecessary steps.
Real talk: No tool fixes process problems alone. You’ll always need to tweak based on real feedback.
Pros, Cons, and Honest Takeaways
What Moxo Gets Right
- Centralized, branded experience: Clients get one place for everything. Looks pro.
- Simple setup: You don’t need an IT army to get started.
- Secure communications: Less risk of sensitive info leaking via email.
- Visibility: No more wondering where things stand—everyone can see progress.
Where Moxo Falls Short
- Customization is limited: If your process is highly unique or changes a lot, you may hit walls.
- Some clients resist portals: Old habits die hard—be prepared for some pushback.
- Not an all-in-one: You’ll still need your CRM, accounting, and other core tools.
What to Ignore
- Hype about “fully automated onboarding”: You’ll still need humans involved. Automation helps, but it’s not magic.
- Promises of instant ROI: It’ll save time, but you’ll need to put in a few weeks of work to see real results.
Keep It Simple, Iterate, and Don’t Sweat Perfection
You don’t need to overhaul everything at once. Start small: map your process, set up your most common onboarding flow in Moxo, and get feedback from both your team and your clients. Cut out steps that cause confusion. Update your templates as you learn. The goal isn’t perfection—it’s making onboarding less painful for everyone, one step at a time.
If you keep it simple and stay honest about what’s working, you’ll get more value out of any tool—including Moxo—than if you chase the latest trends or try to automate the impossible.