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.