Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitalplatforms to maintain competitive advantage and improve the buyer journey, we’re starting to see an alarming pattern that negatively impacts legacy organizations in Greensboro who’ve been utilizing the same protocols and tools for decades.

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 journey and correctly market your products and services, neglecting other departments that also support clients, merchants, partners, and staff can inhibit your capacity to provide a efficient experience for all parties.

Our View

In our view, the Back Office is the foundation of your company. If your system creates inefficiencies, the productivity of your entire business suffers. For example, let’s say a company brings on a new customer in minutes but requires several weeks to onboard a new employee or supplier. That’s a problem because both your employees' abilities and your supplier’s products play a critical role in providing exemplary service to the customer. Therefore, if those components are not operating accurately, your customer is ultimately the one who suffers. Your Front Office can only be as efficient as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected logically to facilitate the user experience for your staff, making it more efficient for knowledge workers to access more than one system. By aligning systems so that they’re interacting with one another, knowledge workers can avoid double work, make wiser decisions, and prioritize more critical work.
Purpose Driven Processes

Doing things the way you always have is no longer a valid excuse for dodging change in your business protocols. This inflexible attitude is destructive to any digital transformation or modernization endeavor and should be confronted through education on creating work efficiency and change control. Every job should have a stated goal, require the least amount of effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as vital for your employees, partners, and vendors to have a pleasant user experience as it is for your clients. Eliminating unnecessary processes should be your first goal, particularly when onboarding new staff. In the time of digital transformation, a complex staffing work flow could hurt the health of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, companies are migrating more and more to Cloud and Hybrid frameworks and removing legacy systems to remain cost-effective and dynamic.
Security Expectations

Your clients, workers, vendors, and partners all assume you will have state-of-the-art security protocols implemented that reduce the possibility of a breach. Knowledge is power in the this digital era and your company will be expected to defend it without hurting the user experience.
Intelligent Decision-Making
Organizations should make data-centric decisions while using Business Intelligence tools that facilitate decision-making with a 360-degree view that utilizes multiple data sources and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should need minimal effort. Day-to-day tasks should be automated so that human assets can focus on the most mission-critical work.