Back Office Modernization in the Age of Digital Transformation

As companies continue to take advantage of digitaltools to for customer attention and improve the customer journey, we’re seeing an alarming tendency that negatively impacts legacy organizations in Orlando who’ve been using the same workflows and technology for decades.

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 critical to improve the buyer journey and accurately market your offerings, ignoring certain parts of the company that also support customers, merchants, partners, and staff can hurt your capability to provide a efficient experience for all parties.

Our View

In our humble opinion, the Back Office is the heart of your company. If your system creates bottlenecks, the productivity of your entire organization deteriorates. For example, let’s say a organization acquires a new client in minutes but requires a month to train a new employee or vendor. That’s a challenge because both your employees' talent and your partner’s products play a vital role in providing excellent service to the customer. Therefore, if those components are not operating efficiently, your client is ultimately who pays the price. Your Front Office can only be as capable as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected intuitively to support the user experience for your workers, making it more efficient for knowledge workers to access more than one tool. By aligning systems so that they’re communicating with one another, knowledge workers can avoid double work, make wiser judgments, and focus on more vital work.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for shunning change in your business protocols. This stubborn mentality is detrimental to any digital transformation or modernization endeavor and should be resolved through education on creating task expertise and change management. Every job should have a stated goal, require the least amount of effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as critical for your workers, partners, and vendors to have a pleasant user experience as it is for your clients. Eliminating unnecessary processes should be your first objective, particularly when onboarding new hires. In the era of digital transformation, a cumbersome hiring experience could hurt the well-being of your entire business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in utilization, companies are migrating more and more to Cloud and Hybrid structures and retiring legacy systems to remain cost-effective and dynamic.
Security Expectations

Your customers, employees, merchants, and partners all assume you will have modern security protocols implemented that reduce the chance of a breach. Knowledge is power in the this digital age and your company will be expected to keep it safe without diminishing the user experience.
Intelligent Decision-Making
Companies should make data-driven judgments while utilizing Business Intelligence applications that facilitate decision-making with a birds-eye view that leverages multiple data origins and tools.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should need little effort. Banal processes should be automated so that human assets can concentrate on the most mission-critical tasks.