Back Office Modernization in the Age of Digital Transformation

As companies continue to take advantage of digitalsoftware to for customer attention and improve the buyer journey, we’re starting to see an alarming pattern that negatively impacts legacy organizations in Garland who’ve been utilizing the same processes and tools for decades.

When organizations begin the trek toward Digital Transformation, they tend to prioritize customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s critical to improve the customer experience and properly market your offerings, neglecting other areas that also support customers, merchants, partners, and staff can inhibit your capability to provide a efficient experience for everyone.

Our View

In our view, the Back Office is the heart of your business. If your system creates inefficiencies, the capacity of your entire company deteriorates. For example, let’s say a company brings on a new customer in minutes but requires a month to onboard a new employee or supplier. That’s an issue because both your employees' talent and your vendor’s products play a important role in providing excellent service to the customer. Therefore, if those components are not operating smoothly, your customer is ultimately the one who pays the price. Your Front Office can only be as efficient as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are unified intuitively to support the user experience for your staff, making it easier for knowledge workers to access more than one platform. By aligning systems so that they’re communicating with one another, knowledge workers can avoid double work, make better choices, and prioritize more vital priorities.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a good reason for shunning change in your organization workflows. This unyielding attitude is harmful to any digital transformation or modernization goal and should be challenged through education on creating task competence and change management. Every task should have a stated goal, require minimal effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your workers, partners, and suppliers to have a smooth user experience as it is for your clients. Eliminating unnecessary processes should be your first priority, particularly when hiring new hires. In the era of digital transformation, a tedious staffing process could diminish the well-being of your entire organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, companies are migrating more and more to Cloud and Hybrid architectures and pulling out legacy systems to remain under budget and productive.
Security Expectations

Your customers, staff, merchants, and partners all expect you to have modern security protocols active that lessen the chance of a breach. Knowledge is power in the this digital generation and your business will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Organizations should make data-centric decisions while using Business Intelligence tools that facilitate decision-making with a 360-degree view that utilizes multiple data sources and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should require little human intervention. Day-to-day tasks should be automated so that staff can prioritize the most mission-critical tasks.