Prozesserhebung, Dokumentation und Analyse des Onboarding-Prozesses von Anbietern bei findeR

Abstract

This bachelor thesis focuses on the systematic documentation and analysis of the onboarding process for vendors on the regional online platform findeR, operated by Raiffeisen OÖ Ventures. In today’s increasingly digital economy, small and medium-sized enterprises face significant challenges in enhancing their online visibility and competitiveness. Multi-vendor marketplaces such as findeR provide valuable infrastructure, enabling businesses to enter e-commerce more easily. A key factor for the success of findeR is an efficient and user-friendly onboarding process that ensures a seamless integration of new vendors onto the platform. Currently, this process exhibits several weaknesses, as reflected in high dropout rates and low conversion rates among registered vendors. The objective of this thesis was to systematically capture the existing onboarding process and identify potential areas for improvement. The research was based on a qualitative case study and applied Mayring’s qualitative content analysis. Data collection involved expert interviews with internal stakeholders from various departments at findeR, complemented by a detailed process modeling exercise. The findings reveal that technical barriers, a lack of transparency in the registration process, and unclear communication are the primary issues impacting the onboarding experience. Additionally, the process is highly dependent on manual tasks, resulting in inefficiencies and increased susceptibility to errors. Based on these insights, concrete recommendations for action were developed, addressing both short-term and long-term improvements. These include the implementation of automation tools, the enhancement of informational resources for vendors, and the establishment of clearer roles and responsibilities within the process. This thesis thus makes a practical contribution to the optimization of findeR’s onboarding process and offers valuable insights for similar platform models. By implementing the proposed measures, the platform can improve process efficiency, strengthen vendor engagement, and ultimately secure its long-term success.

Date of Award	2025
Original language	German (Austria)
Supervisor	Harald Dobernig (Supervisor)