Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitalsoftware to remain competitive and improve the customer journey, we’re starting to see an alarming tendency that negatively impacts legacy organizations in Newark who’ve been using the same processes and tools for years.

When companies begin the journey toward Digital Transformation, they tend to prioritize customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s important to improve the customer experience and properly market your services, neglecting other parts of the company that also support clients, merchants, partners, and workers can hinder your capacity to provide a efficient experience for everyone involved.

Our View

In our humble opinion, the Back Office is the foundation of your company. If your workflow creates bottlenecks, the yield of your entire business suffers. For example, let’s say a company acquires a new client in minutes but requires a month to spin up a new employee or supplier. That’s a challenge because both your employees' abilities and your partner’s products play a important role in providing excellent service to the customer. Therefore, if those elements are not operating smoothly, your customer is ultimately who pays the price. 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 support the user experience for your workers, making it more efficient for knowledge workers to use more than one platform. By arranging systems so that they’re communicating with one another, knowledge workers can avoid extra work, make wiser decisions, and concentrate on more critical priorities.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid excuse for shunning change in your company protocols. This stubborn mindset is destructive to any digital transformation or modernization goal and should be resolved through education on creating work competence and change control. Every task should have a designated goal, require the least amount of effort, and be aligned with this strategic initiative.
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 clients. Eliminating inefficient jobs should be your first objective, particularly when onboarding new employees. In the time of digital transformation, a cumbersome staffing experience could threaten the health of your entire business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in adoption, organizations are migrating more and more to Cloud and Hybrid architectures and removing legacy systems to remain cost-effective and productive.
Security Expectations

Your customers, employees, vendors, and partners all expect you to have modernized security best practices in place that reduce the possibility of a breach. Knowledge is power in the this digital age and your business will be expected to defend it without hurting the user experience.
Intelligent Decision-Making
Companies should make data-centric judgments while employing Business Intelligence tools that enable decision-making with a birds-eye view that leverages multiple data origins and applications.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should require minimal manpower. Banal processes should be automated so that staff can focus on the most important work.