Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitalplatforms to remain competitive and improve the customer experience, we’re seeing an alarming pattern that negatively impacts legacy organizations in Atlanta who’ve been working with the same workflows and tools for years.

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 critical to improve the customer journey and accurately market your services, ignoring certain parts of the company that also help clients, vendors, partners, and staff can hurt your capacity to provide a smooth experience for everyone.

Our View

In our view, the Back Office is the foundation of your company. If your workflow creates slow downs, the yield of your entire company pays for it. 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 an issue because both your employees' skills and your supplier’s products play a important role in providing exemplary service to the customer. Therefore, if those pieces are not operating smoothly, your client is ultimately the one who pays the price. 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 aid in the user experience for your workers, making it smoother for knowledge workers to utilize more than one tool. By arranging systems so that they’re interacting with one another, knowledge workers can avoid double work, make smarter choices, and concentrate on more critical work.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid reason for shunning change in your business workflows. This stubborn mindset is detrimental to any digital transformation or modernization endeavor and should be challenged through education on creating task expertise and change administration. Every process should have a specific purpose, require the least manpower, and be aligned with this greater goal.
A Seamless Experience

It’s just as important for your staff, partners, and vendors to have a pleasant user experience as it is for your customers. Eliminating swivel chair processes should be your first goal, particularly when staffing new hires. In the time of digital transformation, a tedious onboarding experience could threaten the livelihood of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, businesses are migrating more and more to Cloud and Hybrid architectures and retiring legacy systems to remain under budget and dynamic.
Security Expectations

Your clients, employees, suppliers, and partners all assume you will have modern security protocols active that reduce the possibility of a breach. Knowledge is power in the this digital generation and your company will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Companies should make data-based decisions while utilizing Business Intelligence software that facilitate decision-making with a 360-degree view that leverages multiple data authors and systems.
Task Automation

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