Back Office Modernization in the Age of Digital Transformation

As organizations continue to utilize digitalsoftware to maintain competitive advantage and improve the customer journey, we’re beginning to see an alarming tendency that negatively impacts legacy organizations in Fort Wayne who’ve been working with the same protocols and technology for years.

When companies begin the trek toward Digital Transformation, they tend to focus on customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s important to improve the customer experience and correctly market your services, ignoring specific departments that also service customers, vendors, partners, and employees can hurt your capacity to provide a smooth experience for everyone involved.

Our View

In our view, the Back Office is the foundation of your business. If your system creates slow downs, the productivity of your entire business deteriorates. For example, let’s say a organization brings on a new customer in minutes but requires several weeks to train a new employee or vendor. That’s a challenge because both your employees' talent and your supplier’s products play a important role in providing exceptional service to the customer. Therefore, if those pieces are not operating accurately, your client is ultimately who suffers. 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 connected logically to support the user experience for your staff, making it more efficient for knowledge workers to use more than one tool. By organizing systems so that they’re communicating with one another, knowledge workers can avoid double work, make better judgments, and concentrate on more important tasks.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid reason for shunning change in your business workflows. This unyielding mindset is harmful to any digital transformation or modernization goal and should be confronted through education on creating job expertise and change management. Every job should have a stated goal, require minimal effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as important for your workers, partners, and vendors to have a pleasant user experience as it is for your clients. Eliminating inefficient jobs should be your first objective, particularly when hiring new employees. In the time of digital transformation, a complex staffing work flow could hurt the well-being of your whole organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in utilization, companies are switching more and more to Cloud and Hybrid structures and retiring legacy systems to remain cost-effective and efficient.
Security Expectations

Your customers, employees, vendors, and partners all assume you will have modern security protocols in place that minimize the chance of a breach. Knowledge is power in the this digital era and your company will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Organizations should make data-based judgments while utilizing Business Intelligence tools that facilitate decision-making with a 360-degree view that utilizes multiple data sources and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should need minimal effort. Banal processes should be automated so that human capital can focus on the most important tasks.