Back Office Modernization in the Age of Digital Transformation

As companies continue to take advantage of digitalsoftware to for customer attention and improve the customer journey, we’re beginning to see an alarming trend that negatively impacts legacy organizations in Memphis who’ve been working with the same protocols and software for decades.

When businesses 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 vital to improve the buyer journey and accurately market your offerings, forgetting about certain areas that also service clients, vendors, partners, and workers can inhibit your capacity to provide a efficient experience for all parties.

Our View

In our humble opinion, the Back Office is the heart of your company. If your process flow creates inefficiencies, the yield of your entire company deteriorates. For example, let’s say a organization onboards 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' talent and your partner’s products play a crucial role in providing exemplary service to the customer. Therefore, if those elements are not operating smoothly, your client is ultimately who suffers. Your Front Office can only be as seamless as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated logically to support the user experience for your staff, making it more efficient for knowledge workers to utilize more than one platform. By arranging systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make better decisions, and focus on more critical work.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid reason for avoiding change in your organization processes. This inflexible mentality is harmful to any digital transformation or modernization endeavor and should be confronted through education on creating job expertise and change control. Every task should have a designated goal, require the least amount of effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as important for your staff, partners, and vendors to have a smooth user experience as it is for your clients. Eliminating swivel chair tasks should be your first objective, particularly when hiring new staff. In the age of digital transformation, a cumbersome hiring work flow could threaten the health of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in utilization, businesses are moving more and more to Cloud and Hybrid architectures and pulling out legacy systems to remain cost-effective and productive.
Security Expectations

Your clients, employees, suppliers, and partners all expect you to have modernized security best practices active that lessen the chance of a breach. Knowledge is power in the this digital generation and your business will be expected to protect it without hurting the user experience.
Intelligent Decision-Making
Organizations should make data-based decisions while utilizing Business Intelligence applications that facilitate decision-making with a full view that uses multiple data authors and applications.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should require nominal effort. Banal processes should be automated so that human capital can concentrate on the most important tasks.