Back Office Modernization in the Age of Digital Transformation

As organizations continue to utilize digitalsoftware to for customer attention and improve the customer journey, we’re starting to see an alarming pattern that negatively impacts legacy organizations in Sacramento who’ve been utilizing the same protocols and technology for decades.

When businesses begin the journey toward Digital Transformation, they tend to concentrate on customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s vital to improve the customer journey and accurately market your offerings, ignoring certain parts of the company that also help customers, merchants, partners, and employees can hurt your capability to provide a seamless experience for everyone.

Our View

In our humble opinion, the Back Office is the heart of your company. If your system creates bottlenecks, the productivity of your entire organization pays for it. For example, let’s say a organization acquires a new customer in minutes but requires several weeks to bring on a new employee or partner. That’s a challenge because both your employees' talent and your vendor’s products play a important role in providing exemplary service to the customer. Therefore, if those elements are not operating accurately, your customer is ultimately who is disadvantaged. Your Front Office can only be as efficient as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are unified logically to aid in the user experience for your employees, making it more efficient for knowledge workers to utilize more than one platform. By organizing systems so that they’re communicating with one another, knowledge workers can avoid double work, make wiser decisions, and concentrate on more critical tasks.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a good reason for avoiding change in your organization workflows. This unyielding mentality is detrimental to any digital transformation or modernization endeavor and should be challenged through education on creating task competence and change management. Every job should have a designated objective, require the least manpower, and be aligned with this greater purpose.
A Seamless Experience

It’s just as important for your workers, partners, and vendors to have a smooth user experience as it is for your clients. Eliminating unnecessary processes should be your first goal, particularly when onboarding new employees. In the era of digital transformation, a tedious staffing experience could hurt the well-being of your entire organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in use, organizations are switching more and more to Cloud and Hybrid frameworks and retiring legacy systems to remain under budget and efficient.
Security Expectations

Your clients, workers, merchants, and partners all anticipate you having modernized security best practices in place that reduce the possibility of a breach. Knowledge is power in the this digital era and your business will be expected to keep it safe without diminishing the user experience.
Intelligent Decision-Making
Companies should make data-based judgments while utilizing Business Intelligence applications that facilitate decision-making with a 360-degree view that uses multiple data authors and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve little effort. Mundane tasks should be automated so that staff can concentrate on the most vital jobs.