It’s an all-too-familiar story. A prospective merchant makes it through sales qualification, shows strong transaction potential, and agrees to move forward, only for the deal to crawl, stall, or disappear entirely once it hits onboarding.
Emails start piling up. Risk reviews go quiet. Documents are submitted, misplaced, and requested again. Days pass. Frustration builds. Sales loses momentum. The merchant loses patience. Trust built by Sales quickly unravels. And eventually, the blame lands where it always seems to: compliance.
When Sales loses visibility and control after handover, the prospect's trust evaporates. What should be a moment of momentum and excitement for both merchant and sales team becomes a period of uncertainty, frustration, and too often, lost business.
The compliance team becomes the villain in the story. They are seen as the function slowing things down, asking too many questions, blocking revenue.
It’s a convenient narrative. But it’s not the truth.
The real problem is rarely the compliance team itself. More often, the delays stem from the environment they’re working in. Behind the scenes, most compliance teams are navigating outdated systems, disconnected tools, and workflows held together by manual workarounds. What looks like caution or slowness from the outside is, in reality, the result of architecture that was never built to support the demands of real-time onboarding.
This relentless manual approach does not just slow down onboarding. It exhausts your best people. Sales teams lose motivation as deals disappear, while Compliance professionals face mounting pressure and risk burnout, even as they do their utmost to protect the business.
And the costs of this dysfunction are mounting.
According to a McKinsey article, manual data input and a lack of internal system connectivity are the main reasons for long account opening times. The report notes that over 40% of the time a customer spends on onboarding is consumed by these two processes. Meanwhile, Deloitte has found that more than two-thirds of customers abandon onboarding when it becomes repetitive or slow—a figure that continues to rise in digital-first markets where expectations are shaped by instant experiences and one-click processes. These aren’t minor drop-offs. They are lost revenue, at the exact point in the funnel where conversion should be all but secured.
Still, the blame continues to fall on compliance.
This is a dangerous misunderstanding. Pointing fingers at the people managing regulatory and reputational risk won’t make onboarding faster. Nor will reorganising compliance teams or pushing for looser controls. What’s needed isn’t softer scrutiny, it’s better systems.
The onboarding delays most businesses face today are not personnel failures. They are the result of fragmented systems that can’t keep up. Across the industry, subpar architecture is weighing down onboarding with unnecessary cost, risk, and complexity. As long as compliance is treated as the problem, companies will keep overlooking the thing that actually needs to change.
Fix the stack. That’s where the friction lives. And until that happens, even the best teams will stay stuck in workflows that were never built to move at the speed of your business.
Broken by Design
Most financial services and payments organisations present onboarding as a linear process. A lead is generated, qualified, handed to risk, assessed, verified, approved, and activated. In theory, it sounds straightforward. In practice, however, the road is anything but clear, because the tools supporting it are rarely unified.
What actually happens is a series of disjointed handovers between siloed platforms. Sales may begin the process in a CRM with limited integration into compliance tools. KYC forms are sent out as static PDFs or external links, requiring manual input from both the merchant and the reviewer.
Sanctions screening is completed in a separate system. Risk checks take place in spreadsheets. Identity documents are uploaded to one portal but stored in another. The same information is entered repeatedly. Name, address, business ID, director details. Each time, it is entered into a different system with its own format, login, and data constraints.
This isn’t just inefficient. It’s fundamentally misaligned with how onboarding should work in a digital environment. In today’s context, where speed, transparency, and customer experience are critical, fragmentation turns routine risk management into a cumbersome labyrinth.
As Daniel Sheahan, CEO of MVSI, explains:
“The market is full of organisations that say they do rapid onboarding. The reality is that 90% of them don’t. They do one piece of the process. Identity verification, for instance, represents about one-twentieth of the overall effort—yet every identity verification company calls itself a solution for rapid onboarding. That perpetuates the silos.”
Even straightforward cases take far too long to process. When things become more complex, such as when documentation is missing, jurisdictions vary, or ownership structures are difficult to verify, the existing infrastructure is not designed to handle it efficiently. Instead of routing exceptions intelligently, systems default to manual escalation. Emails fly. Spreadsheets multiply. Files get misplaced. All the while the merchant receives inconsistent communication, repetitive requests, and a growing sense that this partnership might not be worth the effort.
This is the environment compliance teams are expected to operate in. It is shaped less by regulatory necessity and more by legacy processes. Compliance is not dragging its heels. They are chasing data across systems, correcting avoidable errors, and navigating a tech stack that doesn’t support the task they’re being held responsible for.
It's a reality that rarely makes its way into executive dashboards or boardroom conversations, but underpins much of the visible friction in onboarding.
And this isn’t a minor operational inefficiency.
It’s a significant drag on business performance. According to LexisNexis, compliance is costing institutions over $180 million annually across APAC, EMEA, LATAM, and North America, driven by regulatory demands and reputational risk management. Yet in too many organisations, tech investment continues to focus on customer acquisition rather than internal enablement. As a result, sales funnels fill up, with onboarding failing to keep pace, leading to drop-offs, delays, and lost revenue downstream.
From Friction to Fuel
Once driven by growth, the industry now faces more discerning investors, those with focus on profitable and sustainable business models. A business-as-usual mindset won’t deliver the growth that today’s payments landscape demands. Payments leaders must modernise their technology now, regardless of whether they are established incumbents or digital natives.
Meanwhile, the broader market is moving. Fast.
Across fintech and payments, firms that have invested in modern merchant onboarding infrastructure are seeing not incremental improvements, but truly transformative results. By leveraging integrated platforms that unify CRM, KYC, risk scoring, and document management, these firms have eliminated redundant data entry and reduced hand-off delays. API-native systems now allow merchant data to be captured once and used consistently throughout the review process. Information updates in real time.
Decision-making is automated where possible, and routed intelligently when human input is needed. Compliance teams no longer waste time tracking documents or re-validating data across disconnected systems. The infrastructure supports the process from end to end.
The outcomes speak for themselves. Forrester has reported that organisations using AI-powered identity verification have seen same-day approval rates climb from 30% to 85%.
A flexible, scalable core helps payments companies accelerate innovation and reduce time to market. It simplifies integration across ecosystems, expands reach, and eliminates unnecessary complexity and cost. Companies that move to modern infrastructure can shift from quarterly releases to continuous deployment, giving them a critical edge.
This isn’t only a story about efficiency. It’s a story about competitive advantage. In markets like Asia-Pacific, where Mastercard reported that up to 35% of merchants now choose payment providers based primarily on onboarding speed and simplicity, the commercial stakes are clear. The provider that can onboard faster, without compromising compliance, is the one that wins.
Not just the deal, but the referral, the reputation, and the lifetime value.
Fortune Favours the Bold
Many institutions continue to rely on brittle, partial solutions such as patched-together tools, point integrations, or outdated processes disguised as digital solutions. The result is predictable. Onboarding becomes a drain on productivity, a risk to compliance, and a liability for the brand, when it should be a strategic advantage.
Transforming onboarding isn’t a sideline. It requires more than plugging in a new tool or redesigning a few forms. It involves mapping the full journey, from lead capture to approval and identifying every place where friction, duplication, or opacity occurs. It means rethinking handoffs, replacing manual checkpoints, and ensuring that every team involved works within the same ecosystem, not parallel universes.
This kind of overhaul is not optional. It is becoming a competitive necessity.
In a market shaped by real-time payments, instant KYC checks, and rising expectations, onboarding is no longer a back-office function. It’s the first real test of how a business operates, and whether it’s worth sticking with. So let’s stop pretending the problem is compliance. Let’s stop asking compliance teams to move faster without first giving them the tools to move at all. Let’s stop diagnosing a systemic issue as a human one.
The bottleneck is real. But it’s not your people. It’s your platform. It’s your tech stack. It’s the outdated architecture that forces smart, capable teams into manual loops and reactive postures.
Fix that, and you fix more than just onboarding.
You will build speed. You will build alignment. You will build resilience. You will build a business that can scale without friction and grow without breaking itself in the process.
Compliance isn’t what’s holding you back. Disjointed systems are. The question is whether you are ready to fix them or whether you will keep losing time, talent, and trust while blaming the wrong part of the machine.
Out with the old, in with the bold.
What is OnBoard by MVSI?
OnBoard by MVSI is redefining B2B onboarding with a fully automated, end-to-end platform that eliminates friction, reduces risk, and accelerates growth. From the first interaction through ongoing customer due diligence (OCDD) and beyond, we streamline the entire journey—seamlessly, securely, and at scale.
Our all-in-one solution covers everything: offer generation, digital applications, opportunity management, risk and credit assessment, AML and KYC, contract creation, underwriting, and OCDD. It’s fully white-labelled to reflect your brand and provide a consistent experience.
MVSI OnBoard keeps everyone on the same page, giving Sales, Compliance, and Risk teams real-time visibility into every onboarding step. Not only do deals finish fast, but more merchants complete onboarding and start generating revenue.
By combining advanced automation with real-time risk intelligence and expert in-house verification, MVSI enables businesses onboard customers faster, maintain compliance, and confidently scale without bottlenecks. OnBoard isn’t just onboarding—it’s a competitive advantage.
Ready to unlock faster revenue and higher customer conversion with seamless sales and compliance onboarding?
Find out how MVSI OnBoard can deliver automated risk assessment and transform your onboarding into a growth engine.
Get in touch with our team to see it in action.
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