Back Office Modernization in the Age of Digital Transformation

As businesses continue to take advantage of digitalplatforms to for customer attention and improve the customer journey, we’re beginning to see an alarming tendency that negatively impacts legacy organizations in Chula Vista who’ve been utilizing the same protocols and tools for years.

When businesses begin the trek toward Digital Transformation, they tend to focus on customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s vital to improve the customer experience and accurately market your products and services, ignoring certain areas that also support customers, merchants, partners, and staff can hurt your capacity to provide a efficient experience for all parties.

Our View

In our humble opinion, the Back Office is the heart of your organization. If your process flow creates bottlenecks, the yield of your entire organization pays for it. For example, let’s say a business acquires a new client in minutes but requires a long time to spin up a new employee or partner. That’s a challenge because both your employees' skills and your vendor’s products play a important role in providing excellent service to the customer. Therefore, if those elements are not operating efficiently, your client is ultimately the one who is disadvantaged. Your Front Office can only be as efficient as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are unified logically to facilitate the user experience for your staff, making it easier for knowledge workers to use more than one system. By aligning systems so that they’re communicating with one another, knowledge workers can avoid double work, make better judgments, and prioritize more vital tasks.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a good reason for dodging change in your organization protocols. This inflexible attitude is detrimental to any digital transformation or modernization endeavor and should be confronted through education on creating job competence and change administration. Every task should have a stated objective, require the least manpower, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your workers, partners, and vendors to have a seamless user experience as it is for your customers. Eliminating unnecessary tasks should be your first objective, particularly when hiring new staff. In the time of digital transformation, a complex onboarding experience could threaten the health of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in utilization, businesses are switching more and more to Cloud and Hybrid structures and pulling out legacy systems to remain under budget and productive.
Security Expectations

Your clients, staff, vendors, and partners all expect you to have state-of-the-art security protocols active that lessen the chance of a breach. Knowledge is power in the this digital age and your organization will be expected to keep it safe without hurting the user experience.
Intelligent Decision-Making
Companies should make data-based choices while utilizing Business Intelligence software that facilitate decision-making with a 360-degree view that leverages multiple data authors and applications.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should require nominal manpower. Day-to-day jobs should be automated so that human assets can concentrate on the most vital work.