Back Office Modernization in the Age of Digital Transformation

As businesses continue to utilize digitaltools to for customer attention and improve the buyer journey, we’re seeing an alarming trend that harms legacy organizations in Hialeah who’ve been working with the same protocols and tools for years.

When companies begin the voyage toward Digital Transformation, they tend to concentrate on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s critical to improve the customer journey and properly market your services, ignoring certain departments that also support clients, suppliers, partners, and employees can hurt your capability to provide a seamless experience for all parties.

Our View

In our view, the Back Office is the heart of your company. If your process flow creates bottlenecks, the yield of your entire organization deteriorates. For example, let’s say a company acquires a new client in minutes but requires several weeks to spin up a new employee or vendor. That’s a challenge because both your employees' abilities and your supplier’s products play a vital role in providing excellent service to the customer. Therefore, if those components are not operating smoothly, your client is ultimately the one who is disadvantaged. Your Front Office can only be as capable as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected in a logical way to facilitate the user experience for your employees, making it more efficient for knowledge workers to access more than one system. By arranging systems so that they’re interacting with one another, knowledge workers can avoid double work, make wiser decisions, and focus on more vital tasks.
Purpose Driven Processes

Doing things the way you always have is no longer a valid reason for dodging change in your company workflows. This unyielding mindset is destructive to any digital transformation or modernization goal and should be challenged through education on creating job competence and change management. Every job should have a stated goal, require the least amount of effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as vital for your staff, partners, and suppliers to have a smooth user experience as it is for your clients. Eliminating swivel chair tasks should be your first priority, particularly when staffing new hires. In the time of digital transformation, a complex staffing work flow could hurt the health of your whole business.
Cloud, SaaS, Hybrid Transition

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

Your customers, workers, vendors, and partners all expect you to have modernized security best practices implemented that reduce the risk of a breach. Knowledge is power in the this digital generation and your organization will be expected to defend it without sacrificing the user experience.
Intelligent Decision-Making
Companies should make data-based decisions while employing Business Intelligence tools that enable decision-making with a birds-eye view that uses multiple data origins and tools.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should need little effort. Day-to-day jobs should be automated so that human capital can concentrate on the most vital work.