Back Office Modernization in the Age of Digital Transformation

As businesses continue to utilize digitalsoftware to remain competitive and improve the customer journey, we’re starting to see an alarming pattern that hurts legacy organizations in San Francisco who’ve been working with the same workflows and software for a long time.

When companies begin the journey toward Digital Transformation, they tend to concentrate on customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s critical to improve the customer experience and properly market your offerings, neglecting certain parts of the company that also service customers, merchants, partners, and workers can hinder your ability to provide a smooth experience for everyone.

Our View

In our humble opinion, the Back Office is the cornerstone of your organization. If your process flow creates inefficiencies, the productivity of your entire organization pays for it. For example, let’s say a organization brings on a new customer in minutes but requires a month to spin up a new employee or partner. That’s a problem because both your employees' abilities and your vendor’s products play a vital role in providing exceptional service to the customer. Therefore, if those elements are not operating accurately, your customer is ultimately who pays the price. Your Front Office can only be as capable 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 employees, making it smoother for knowledge workers to access more than one tool. By arranging systems so that they’re talking to one another, knowledge workers can avoid extra work, make smarter decisions, and focus on more vital priorities.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for shunning change in your company processes. This unyielding mentality is destructive to any digital transformation or modernization initiative and should be confronted through education on creating task competence and change control. Every job should have a designated purpose, require the least amount of effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as important for your staff, partners, and vendors to have a smooth user experience as it is for your clients. Eliminating swivel chair jobs should be your first priority, particularly when staffing new staff. In the era of digital transformation, a tedious hiring experience could hurt the health of your entire organization.
Cloud, SaaS, Hybrid Transition

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

Your customers, workers, suppliers, and partners all expect you to have state-of-the-art security protocols implemented that reduce the possibility of a breach. Knowledge is power in the this digital age and your organization will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-based judgments while using Business Intelligence applications that enable decision-making with a 360-degree view that utilizes multiple data origins and systems.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve minimal manpower. Mundane tasks should be automated so that human assets can concentrate on the most vital work.