Back Office Modernization in the Age of Digital Transformation

As businesses continue to take advantage of digitalplatforms to remain competitive and improve the customer journey, we’re starting to see an alarming trend that negatively impacts legacy organizations in Santa Ana who’ve been working with the same workflows and software for decades.

When businesses begin the journey 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 journey and properly market your services, forgetting about specific departments that also help customers, merchants, partners, and staff can hinder your capability to provide a efficient experience for all parties.

Our View

In our view, the Back Office is the foundation of your organization. If your process flow creates inefficiencies, the capacity of your entire company pays for it. For example, let’s say a organization onboards a new customer in minutes but requires several weeks to bring on a new employee or partner. That’s a problem because both your employees' abilities and your supplier’s products play a important role in providing excellent service to the customer. Therefore, if those pieces are not operating efficiently, your customer is ultimately who pays the price. Your Front Office can only be as seamless as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected logically to support the user experience for your workers, making it smoother for knowledge workers to access more than one platform. By organizing systems so that they’re talking to one another, knowledge workers can avoid duplicative work, make smarter judgments, and prioritize more vital priorities.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid excuse for dodging change in your company protocols. This stubborn mentality is harmful to any digital transformation or modernization initiative and should be confronted through education on creating work competence and change administration. Every task should have a specific goal, require the least manpower, and be aligned with this greater purpose.
A Seamless Experience

It’s just as vital for your employees, partners, and merchants to have a seamless user experience as it is for your customers. Eliminating unnecessary processes should be your first goal, particularly when staffing new employees. In the time of digital transformation, a complex onboarding experience could threaten the health of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in use, organizations are switching more and more to Cloud and Hybrid frameworks and retiring legacy systems to remain under budget and efficient.
Security Expectations

Your customers, workers, suppliers, and partners all expect you to have modernized security best practices implemented that lessen the risk of a breach. Knowledge is power in the this digital age and your organization will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Companies should make data-centric decisions while using Business Intelligence software that empower decision-making with a 360-degree view that uses multiple data sources and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should need little effort. Day-to-day processes should be automated so that human assets can focus on the most vital work.