Back Office Modernization in the Age of Digital Transformation

As businesses continue to utilize digitaltools to maintain competitive advantage and improve the customer journey, we’re beginning to see an alarming tendency that negatively impacts legacy organizations in Denver who’ve been utilizing the same protocols and software for decades.

When organizations begin the voyage 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 accurately market your services, ignoring other departments that also service customers, merchants, partners, and workers can hinder your ability to provide a seamless experience for everyone involved.

Our View

In our view, the Back Office is the heart of your company. If your process flow creates bottlenecks, the capacity of your entire company pays for it. For example, let’s say a organization brings on a new client in minutes but requires a long time to onboard a new employee or vendor. That’s a challenge because both your employees' talent and your vendor’s products play a important role in providing exceptional service to the customer. Therefore, if those components are not operating efficiently, your customer is ultimately the one who pays the price. 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 in a logical way to aid in the user experience for your staff, making it easier for knowledge workers to access more than one system. By arranging systems so that they’re communicating with one another, knowledge workers can avoid double work, make better judgments, and concentrate on more important priorities.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for shunning change in your business workflows. This unyielding attitude is harmful to any digital transformation or modernization initiative and should be challenged through education on creating job expertise 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 important for your employees, partners, and merchants to have a smooth user experience as it is for your clients. Eliminating unnecessary jobs should be your first priority, particularly when onboarding new staff. In the era of digital transformation, a cumbersome hiring work flow could hurt the health of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, companies are switching more and more to Cloud and Hybrid structures and removing legacy systems to remain cost-effective and dynamic.
Security Expectations

Your clients, staff, merchants, and partners all assume you will have state-of-the-art security protocols active that lessen the risk of a breach. Knowledge is power in the this digital era and your company will be expected to protect it without diminishing the user experience.
Intelligent Decision-Making
Businesses should make data-centric decisions while employing Business Intelligence applications that empower decision-making with a full view that utilizes multiple data origins and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should require little manpower. Banal tasks should be automated so that human assets can prioritize the most vital jobs.