🇩🇪Germany

Kundenabwanderung durch aufwändige Onboarding-Prozesse

2 verified sources

Definition

Customers begin KYC but abandon if the video identification process is unclear, takes too long, or fails technically. Each abandoned signup = lost trading fees, lost custody fees, and potential switch to competitor. German exchanges with poor video UX see higher churn. Market entrants (especially fintech banks via MiCA) offering seamless digital onboarding gain competitive advantage.

Key Findings

  • Financial Impact: 10-20% signup abandonment rate; avg. customer lifetime value €200-1,000 in trading/custody fees; estimated loss of 100-500 customers annually per exchange = €20,000–€500,000 in foregone revenue
  • Frequency: Continuous; daily abandonment
  • Root Cause: Complex video identification UX; delays in verification; unclear instructions; technical failures in video call systems

Why This Matters

This pain point represents a significant opportunity for B2B solutions targeting Blockchain Services.

Affected Stakeholders

Product / UX Team, Customer Success, Sales, Compliance (to maintain rigor while improving UX)

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Financial Impact

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Current Workarounds

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

BaFin Bußgelder bei AML/KYC-Verstößen

€1,000,000 to €5,000,000 per violation; or up to 2x economic benefit gained from breach

Compliance-Overhead durch manuelle KYC/AML-Prozesse

€60,000–€100,000+ annually per compliance officer; 20-40 hours/month manual work per 100 active customer accounts; €15,000-€50,000 annual software licensing

Verzögerter Customer Onboarding durch komplexe Video-Identifikation

5-15 days onboarding delay per customer; est. €2-8 lost trading fee per day per customer; capacity loss of 10-20% in peak onboarding periods; estimated 50-200 lost customer accounts annually per mid-sized exchange

Suboptimale Compliance-Investitionen durch unvollständige Regulierungssicht

€20,000-€100,000 per tool replacement; 200-400 hours re-implementation labor (€40,000-€80,000); platform switching costs and staff retraining (€10,000-€30,000)

BaFin-Bußgelder für fehlende CASP-Autorisierung

Estimated: €5,000–€100,000+ per violation (BaFin administrative fines under MiCAR Art. 72; typical range for license non-compliance); potential license revocation and operational shutdown

Manuelle AML/KYC-Verification und Enhanced Due Diligence

Estimated: 20–40 labor hours/month per CASP (€600–€1,600/month at €30/hour effective cost); annual overhead €7,200–€19,200 per company; multiplied across client base = material cost overrun

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