When the workload starts to outpace your client onboarding team’s capacity, the instinctive response is often to hire another onboarding rep. After all, more hands on deck should translate into faster processing, right?
But before you dive into recruitment mode, it’s worth taking a step back to consider if that’s the most efficient—and cost-effective—solution. What you may find is the answer isn’t necessarily more people, but rather bringing new, smarter technology into your operations.
The Costs That Come With Hiring a New Onboarding Rep
According to the Society of Human Resource Management (SHRM), the average cost per hire is almost $4,700. This figure covers expenses tied to job ads, background checks, and training. At the same time, you’ve got a new salary to account for—the average pay for a client onboarding specialist is nearly $74,000.
These expenses don’t even take into account indirect costs, like lost productivity while a new hire ramps up.
Consider these variables:
Ramp-Up Time
Even the best candidates need time to get up to speed. They need to understand your systems, internal processes, company culture, and onboarding protocols—which can take weeks, if not longer. Meanwhile, the existing workload remains, with current teams often having to cover gaps before new team members operate at full capacity.
Turnover Risks
If a role isn’t optimized for efficiency or new hires feel overwhelmed by poor workflows, the risk of turnover increases. Losing an employee equates to a loss of potential talent, and also puts you back at square one from a recruitment perspective. As you scramble to fill the vacancy, the rest of the onboarding team absorbs the workload.
Scaling Limitations
Adding onboarding team members can help in the short term, but there’s a natural ceiling to how many people you can bring on board before operational inefficiencies start to creep in. Without the right systems in place, you risk creating more bottlenecks, redundancies, and inconsistent client experiences as your onboarding team grows.
Onboarding Technology Could Be the Missing Link
What appears to be an onboarding team capacity issue is often a technology gap.
For years, basic tools like project trackers and automated email systems have helped onboarding teams reduce manual work and stay organized. But as technology has evolved into innovative, purpose-built solutions, so has its impact. What was once a “nice-to-have” is now a critical driver of efficiency and growth for solutions providers.
Modern client onboarding solutions are smarter, faster, and more adaptive than ever before. Powered by advanced automation and AI, they don’t just help manage tasks—they actively optimize how work gets done. The difference is night and day:
Traditional tools helped track projects. Modern onboarding technology helps move projects forward.
Why Smarter Onboarding Tech Matters More Than Ever Before
Onboarding technology frees up team members from repetitive, time-consuming tasks so they can focus on building strong client relationships and driving strategic outcomes. This shift is especially important as businesses face mounting pressure to do more with less:
- Client expectations are higher—they want faster responses, seamless experiences, and proactive communication.
- Business environments are more complex—remote work, global teams, and rapid growth demand greater agility.
- Resources are tighter—companies can’t always scale headcount in proportion to workload growth.
Smarter onboarding technology doesn’t just make existing processes faster; it transforms how teams operate. Here’s a glimpse into what smarter tech can do for you:
- Automate manual workflows: From project setup to task assignments, automation reduces bottlenecks and human error.
- Streamline communication: No more endless email threads—automated status updates and centralized dashboards keep everyone aligned.
- Optimize team allocation: AI can analyze workload distribution and suggest the most efficient task assignments, ensuring no one is overwhelmed (or underutilized).
- Speed up information sharing: Knowledge bases powered by AI make it easy for reps to find the answers they need—fast.
How Inova Transformed Client Onboarding With Setuply
Inova, a leading payroll and HR solutions provider, faced a common challenge: enabling seamless communication between their sales and onboarding teams. Instead of adding more staff to drive efficiency, they turned to Setuply’s client onboarding platform.
By integrating Setuply with Inova’s CRM and quoting system, they achieved:
- 69% Increase in ‘Started’ business—More projects going live faster means accelerated revenue recognition.
- 76% Rise in ‘In Process’ business—Sold deals are actively moving through the implementation process.
- 44% Reduction in 'Non-Starter' projects—Stalled and dropped initiatives are going away.
- 16.5% Decrease in employee turnover—Teams are happier and more engaged.
All this growth came with just an 11.4% increase in headcount and budget. Inova didn’t just scale—they optimized.
Learn more about Inova’s success with Setuply.
See What’s Possible With Setuply
Before you post that next job ad, consider what your onboarding process could look like with the right tech in place. Setuply helps you scale smarter, not harder.
Start your free trial today and experience the future of client onboarding.