Back Office Modernization in the Age of Digital Transformation

As companies continue to leverage digitaltools to maintain competitive advantage and improve the customer experience, we’re starting to see an alarming pattern that negatively impacts legacy organizations in Irving who’ve been working with the same workflows and technology for a long time.

When businesses begin the voyage toward Digital Transformation, they tend to prioritize customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s vital to improve the customer experience and properly market your products and services, neglecting specific parts of the company that also support customers, merchants, partners, and employees can hinder your capacity to provide a efficient experience for everyone involved.

Our View

In our humble opinion, the Back Office is the cornerstone of your company. If your process flow creates slow downs, the yield of your entire organization deteriorates. For example, let’s say a company onboards a new customer in minutes but requires a month to train a new employee or vendor. That’s a challenge because both your employees' talent and your supplier’s products play a important role in providing excellent service to the customer. Therefore, if those elements are not operating smoothly, your client is ultimately who pays the price. Your Front Office can only be as capable as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected in a logical way to aid in the user experience for your employees, making it smoother for knowledge workers to use more than one platform. By arranging systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make better judgments, and concentrate on more vital priorities.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid reason for dodging change in your organization protocols. This unyielding mindset is destructive to any digital transformation or modernization goal and should be resolved through education on creating work expertise and change control. Every job should have a designated goal, require the least amount of effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as important for your staff, partners, and suppliers to have a pleasant user experience as it is for your customers. Eliminating swivel chair tasks should be your first goal, particularly when staffing new staff. In the era of digital transformation, a tedious onboarding work flow could diminish the livelihood of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in use, organizations are migrating more and more to Cloud and Hybrid frameworks and removing legacy systems to remain under budget and productive.
Security Expectations

Your customers, employees, vendors, and partners all assume you will have modern security protocols active that minimize the risk of a breach. Knowledge is power in the this digital generation and your business will be expected to defend it without sacrificing the user experience.
Intelligent Decision-Making
Companies should make data-based choices while utilizing Business Intelligence applications that facilitate decision-making with a 360-degree view that utilizes multiple data origins and systems.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should require little human intervention. Day-to-day processes should be automated so that human capital can concentrate on the most vital tasks.