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 trend that negatively impacts legacy organizations in Bakersfield who’ve been using the same protocols and technology for years.

When organizations 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 accurately market your products and services, ignoring specific departments that also help clients, suppliers, partners, and staff can hinder your capability to provide a smooth experience for everyone involved.

Our View

In our view, the Back Office is the heart of your organization. If your workflow creates bottlenecks, the yield of your entire business pays for it. For example, let’s say a organization brings on a new customer in minutes but requires a long time to bring on a new employee or partner. That’s an issue because both your employees' skills and your supplier’s products play a important role in providing exceptional service to the customer. Therefore, if those components are not operating accurately, your customer is ultimately the one who pays the price. Your Front Office can only be as capable as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected logically to facilitate the user experience for your staff, making it easier for knowledge workers to access more than one tool. By aligning systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make smarter decisions, and prioritize more critical work.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for dodging change in your company processes. This unyielding attitude is detrimental to any digital transformation or modernization goal and should be resolved through education on creating work expertise and change management. Every job should have a specific goal, require the least manpower, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as vital for your staff, partners, and vendors to have a pleasant user experience as it is for your clients. Eliminating inefficient processes should be your first objective, particularly when onboarding new employees. In the era of digital transformation, a tedious hiring experience could diminish the well-being of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in utilization, organizations are moving more and more to Cloud and Hybrid architectures and pulling out legacy systems to remain under cost and dynamic.
Security Expectations

Your customers, employees, suppliers, and partners all expect you to have modern security protocols implemented that minimize the risk of a breach. Knowledge is power in the this digital generation and your organization will be expected to protect it without diminishing the user experience.
Intelligent Decision-Making
Businesses should make data-driven decisions while utilizing Business Intelligence software that empower decision-making with a full view that utilizes multiple data authors and applications.
Task Automation

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