Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitalsoftware to remain competitive and improve the customer journey, we’re seeing an alarming pattern that hurts legacy organizations in Glendale who’ve been using the same workflows and technology for years.

When businesses begin the trek toward Digital Transformation, they tend to concentrate on 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 offerings, forgetting about certain areas that also support customers, merchants, partners, and workers can hurt your capacity to provide a efficient experience for everyone.

Our View

In our humble opinion, the Back Office is the foundation of your business. If your workflow creates slow downs, the productivity of your entire company pays for it. For example, let’s say a business acquires a new client in minutes but requires a long time to train a new employee or supplier. That’s a problem because both your employees' talent and your supplier’s products play a vital role in providing excellent service to the customer. Therefore, if those elements are not operating accurately, your customer is ultimately the one who pays the price. Your Front Office can only be as capable as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated in a logical way to facilitate the user experience for your staff, making it smoother for knowledge workers to utilize more than one platform. By aligning systems so that they’re talking to one another, knowledge workers can avoid extra work, make better decisions, and concentrate on more important work.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid excuse for avoiding change in your organization processes. This stubborn attitude is harmful to any digital transformation or modernization goal and should be challenged through education on creating task competence and change control. Every task should have a designated purpose, require minimal effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as critical for your staff, partners, and vendors to have a smooth user experience as it is for your customers. Eliminating inefficient processes should be your first priority, particularly when staffing new hires. In the age of digital transformation, a cumbersome staffing process could diminish the well-being of your entire organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in adoption, companies are switching more and more to Cloud and Hybrid architectures and pulling out legacy systems to remain cost-effective and dynamic.
Security Expectations

Your customers, staff, merchants, and partners all expect you to have state-of-the-art security protocols implemented that minimize the possibility of a breach. Knowledge is power in the this digital generation and your organization will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Companies should make data-based choices while employing Business Intelligence applications that empower decision-making with a 360-degree view that uses multiple data authors and applications.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve nominal human intervention. Day-to-day processes should be automated so that staff can concentrate on the most vital work.