Back Office Modernization in the Age of Digital Transformation

As companies continue to utilize digitaltools to remain competitive and improve the buyer journey, we’re beginning to see an alarming pattern that hurts legacy organizations in Washington who’ve been using the same workflows and software for decades.

When businesses begin the journey toward Digital Transformation, they tend to focus on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s important to improve the buyer journey and correctly market your products and services, neglecting certain departments that also support customers, merchants, partners, and staff can hurt your ability to provide a smooth experience for all parties.

Our View

In our humble opinion, the Back Office is the foundation of your company. If your process flow creates bottlenecks, the capacity of your entire company pays for it. For example, let’s say a business acquires a new customer in minutes but requires a long time to train a new employee or vendor. That’s a challenge because both your employees' skills and your vendor’s products play a vital role in providing exceptional service to the customer. Therefore, if those elements are not operating smoothly, your client is ultimately the one who suffers. Your Front Office can only be as capable as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected intuitively to facilitate the user experience for your staff, making it smoother for knowledge workers to utilize more than one platform. By aligning systems so that they’re talking to one another, knowledge workers can avoid double work, make wiser decisions, and concentrate on more critical tasks.
Purpose Driven Processes

Doing things the way you always have is no longer a good reason for shunning change in your organization protocols. This unyielding mindset is destructive to any digital transformation or modernization endeavor and should be resolved through education on creating task efficiency and change administration. Every job should have a stated goal, require the least manpower, 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 tasks should be your first priority, particularly when hiring new hires. In the era of digital transformation, a complex hiring work flow could threaten the livelihood of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, businesses are switching more and more to Cloud and Hybrid architectures and pulling out legacy systems to remain under budget and efficient.
Security Expectations

Your customers, employees, suppliers, and partners all assume you will have modern security protocols active that minimize the risk of a breach. Knowledge is power in the this digital era and your business will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Organizations should make data-driven decisions while utilizing Business Intelligence applications that enable decision-making with a full view that utilizes multiple data origins and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should require little human intervention. Mundane tasks should be automated so that human capital can focus on the most mission-critical work.