Back Office Modernization in the Age of Digital Transformation

As businesses continue to leverage digitalplatforms to remain competitive and improve the customer journey, we’re seeing an alarming trend that hurts legacy organizations in Dallas who’ve been using the same processes and software for a long time.

When businesses begin the journey toward Digital Transformation, they tend to focus on customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s important to improve the buyer journey and accurately market your services, neglecting other areas that also help customers, merchants, partners, and workers can hinder your capability to provide a smooth experience for everyone.

Our View

In our view, the Back Office is the heart of your organization. If your system creates bottlenecks, the capacity of your entire company deteriorates. For example, let’s say a business onboards a new client in minutes but requires a month to train a new employee or vendor. That’s a problem because both your employees' talent and your supplier’s products play a vital role in providing excellent service to the customer. Therefore, if those pieces are not operating smoothly, your client is ultimately who is disadvantaged. Your Front Office can only be as seamless as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are unified logically to facilitate the user experience for your employees, making it smoother for knowledge workers to use more than one system. By arranging systems so that they’re talking to one another, knowledge workers can avoid double work, make better choices, and focus on more important priorities.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a good reason for shunning change in your company workflows. This stubborn attitude is harmful to any digital transformation or modernization initiative and should be challenged through education on creating work competence and change administration. Every process should have a designated goal, require minimal effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as important for your employees, partners, and suppliers to have a smooth user experience as it is for your clients. Eliminating swivel chair jobs should be your first objective, particularly when staffing new staff. In the time of digital transformation, a cumbersome onboarding experience could threaten the livelihood of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in utilization, companies are switching more and more to Cloud and Hybrid architectures and removing legacy systems to remain under cost and dynamic.
Security Expectations

Your clients, employees, merchants, and partners all expect you to have modernized security best practices active that lessen the risk of a breach. Knowledge is power in the this digital generation and your organization will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Organizations should make data-based decisions while utilizing Business Intelligence software that empower decision-making with a birds-eye view that uses multiple data sources and systems.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should need minimal effort. Banal processes should be automated so that human assets can focus on the most important jobs.