Back Office Modernization in the Age of Digital Transformation

As organizations continue to leverage digitalplatforms to maintain competitive advantage and improve the buyer journey, we’re beginning to see an alarming trend that hurts legacy organizations in Gilbert who’ve been utilizing the same protocols and software for a long time.

When businesses begin the journey toward Digital Transformation, they tend to concentrate on customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s important to improve the customer journey and correctly market your offerings, neglecting specific departments that also service clients, merchants, partners, and workers can inhibit your ability to provide a seamless experience for everyone involved.

Our View

In our humble opinion, the Back Office is the cornerstone of your organization. If your process flow creates bottlenecks, the productivity of your entire company suffers. For example, let’s say a company acquires a new customer in minutes but requires a long time to onboard a new employee or partner. That’s an issue because both your employees' talent and your vendor’s products play a vital role in providing exemplary service to the customer. Therefore, if those elements are not operating accurately, your client is ultimately the one who suffers. Your Front Office can only be as efficient as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected intuitively to aid in the user experience for your employees, making it easier for knowledge workers to utilize more than one system. By arranging systems so that they’re communicating with one another, knowledge workers can avoid double work, make wiser decisions, and prioritize more important work.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid reason for shunning change in your business protocols. This unyielding mindset is detrimental to any digital transformation or modernization goal and should be challenged through education on creating job efficiency and change administration. Every process should have a designated objective, require the least amount of effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your employees, partners, and merchants to have a pleasant user experience as it is for your clients. Eliminating inefficient tasks should be your first goal, particularly when staffing new hires. In the time of digital transformation, a tedious staffing work flow could hurt the well-being of your entire business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in utilization, organizations are migrating more and more to Cloud and Hybrid architectures and removing legacy systems to remain cost-effective and efficient.
Security Expectations

Your clients, employees, merchants, and partners all assume you will have state-of-the-art security protocols in place that minimize the possibility of a breach. Knowledge is power in the this digital era and your organization will be expected to defend it without hurting the user experience.
Intelligent Decision-Making
Organizations should make data-centric choices while employing Business Intelligence software that enable decision-making with a full view that leverages multiple data authors and systems.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should involve minimal manpower. Mundane processes should be automated so that staff can focus on the most vital tasks.