Back Office Modernization in the Age of Digital Transformation

As businesses continue to utilize digitalsoftware to for customer attention and improve the customer experience, we’re beginning to see an alarming tendency that hurts legacy organizations in San Jose who’ve been using the same workflows and tools for years.

When companies 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 critical to improve the customer journey and accurately market your products and services, neglecting other departments that also support clients, merchants, partners, and employees can hurt your ability to provide a smooth experience for everyone involved.

Our View

From our perspective, the Back Office is the heart of your company. If your process flow creates inefficiencies, the productivity of your entire business pays for it. For example, let’s say a organization brings on a new client in minutes but requires a month to spin up a new employee or vendor. That’s an issue because both your employees' skills and your vendor’s products play a important role in providing exceptional service to the customer. Therefore, if those pieces are not operating smoothly, your customer is ultimately who suffers. 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 unified logically to aid in the user experience for your employees, making it easier for knowledge workers to access more than one platform. By aligning systems so that they’re talking to one another, knowledge workers can avoid extra work, make better judgments, and focus on more critical priorities.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid reason for avoiding change in your business protocols. This unyielding mentality is detrimental to any digital transformation or modernization endeavor and should be resolved through education on creating work competence and change control. Every process should have a stated goal, require minimal effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as important for your workers, partners, and suppliers to have a pleasant user experience as it is for your customers. Eliminating swivel chair jobs should be your first goal, particularly when onboarding new employees. In the time of digital transformation, a tedious onboarding experience could threaten the health of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, organizations are switching more and more to Cloud and Hybrid frameworks and pulling out legacy systems to remain cost-effective and efficient.
Security Expectations

Your customers, staff, vendors, and partners all anticipate you having modern security protocols active that lessen the risk of a breach. Knowledge is power in the this digital age and your company will be expected to protect it without hurting the user experience.
Intelligent Decision-Making
Businesses should make data-driven decisions while utilizing Business Intelligence software that enable decision-making with a 360-degree view that leverages multiple data origins and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve nominal manpower. Day-to-day processes should be automated so that human assets can prioritize the most vital jobs.