Back Office Modernization in the Age of Digital Transformation

As businesses continue to utilize digitalplatforms to for customer attention and improve the buyer journey, we’re seeing an alarming pattern that hurts legacy organizations in Anaheim who’ve been using the same processes and technology for decades.

When businesses begin the journey toward Digital Transformation, they tend to focus on customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s important to improve the customer journey and properly market your offerings, forgetting about specific departments that also service customers, vendors, partners, and staff can inhibit your ability to provide a smooth experience for all parties.

Our View

From our perspective, the Back Office is the heart of your business. If your workflow creates slow downs, the yield of your entire business deteriorates. For example, let’s say a company brings on a new customer in minutes but requires a long time to train a new employee or supplier. That’s an issue because both your employees' abilities and your partner’s products play a crucial role in providing exemplary service to the customer. Therefore, if those elements are not operating efficiently, your client is ultimately the one 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 integrated in a logical way to support the user experience for your staff, making it smoother for knowledge workers to access more than one platform. By arranging systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make smarter decisions, and prioritize more vital work.
Purpose Driven Processes

Doing things the way you always have is no longer a good reason for avoiding change in your business processes. This inflexible mindset is harmful to any digital transformation or modernization initiative and should be resolved through education on creating job competence and change management. Every process should have a specific goal, require the least amount of effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as vital for your staff, partners, and suppliers to have a pleasant user experience as it is for your clients. Eliminating swivel chair processes should be your first objective, particularly when onboarding new hires. In the era of digital transformation, a cumbersome staffing experience could threaten the well-being of your whole organization.
Cloud, SaaS, Hybrid Transition

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

Your clients, workers, vendors, and partners all anticipate you having modernized security best practices implemented that reduce the chance of a breach. Knowledge is power in the this digital generation and your company will be expected to defend it without hurting the user experience.
Intelligent Decision-Making
Businesses should make data-centric choices while using Business Intelligence tools that enable decision-making with a 360-degree view that leverages multiple data sources and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should require nominal effort. Day-to-day processes should be automated so that staff can prioritize the most important tasks.