Back Office Modernization in the Age of Digital Transformation

As organizations continue to utilize digitalplatforms to for customer attention and improve the buyer journey, we’re seeing an alarming trend that negatively impacts legacy organizations in Arlington who’ve been using the same workflows and technology for years.

When companies begin the journey toward Digital Transformation, they tend to concentrate on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s important to improve the customer experience and properly market your products and services, forgetting about specific areas that also service customers, merchants, partners, and employees can inhibit your capacity to provide a efficient experience for everyone involved.

Our View

In our humble opinion, the Back Office is the cornerstone of your company. If your workflow creates inefficiencies, the productivity of your entire company pays for it. For example, let’s say a company onboards 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' talent and your partner’s products play a critical role in providing excellent service to the customer. Therefore, if those pieces are not operating efficiently, your client is ultimately who pays the price. Your Front Office can only be as efficient 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 support the user experience for your workers, making it smoother for knowledge workers to use more than one platform. By organizing systems so that they’re talking to one another, knowledge workers can avoid duplicative work, make wiser choices, and prioritize more vital priorities.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid reason for dodging change in your company protocols. This stubborn mentality is destructive to any digital transformation or modernization goal and should be challenged through education on creating work efficiency and change control. Every task should have a designated objective, require the least manpower, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as vital for your workers, partners, and suppliers to have a seamless user experience as it is for your clients. Eliminating inefficient processes should be your first priority, particularly when hiring new staff. In the time of digital transformation, a tedious onboarding work flow could diminish the well-being of your entire organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in use, organizations are moving more and more to Cloud and Hybrid structures and removing legacy systems to remain under cost and dynamic.
Security Expectations

Your customers, workers, suppliers, and partners all expect you to have modernized security best practices active that lessen the chance of a breach. Knowledge is power in the this digital generation and your organization will be expected to keep it safe without diminishing the user experience.
Intelligent Decision-Making
Businesses should make data-driven choices while employing Business Intelligence tools that enable decision-making with a birds-eye view that utilizes multiple data sources and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve nominal manpower. Day-to-day jobs should be automated so that human assets can focus on the most mission-critical jobs.