Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitalsoftware to remain competitive and improve the customer experience, we’re starting to see an alarming pattern that negatively impacts legacy organizations in Madison who’ve been working with the same protocols and software for a long time.

When businesses begin the voyage toward Digital Transformation, they tend to focus on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s critical to improve the buyer journey and accurately market your services, ignoring certain parts of the company that also service customers, suppliers, partners, and workers can hinder your capacity to provide a seamless experience for everyone.

Our View

In our humble opinion, the Back Office is the heart of your organization. If your process flow creates bottlenecks, the capacity of your entire company suffers. For example, let’s say a organization acquires a new client in minutes but requires a long time to onboard a new employee or vendor. That’s an issue because both your employees' skills and your partner’s products play a crucial role in providing exemplary service to the customer. Therefore, if those pieces are not operating smoothly, your client is ultimately who pays the price. Your Front Office can only be as capable as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated logically to aid in the user experience for your employees, making it more efficient for knowledge workers to use more than one platform. By aligning systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make smarter judgments, and prioritize more vital priorities.
Purpose Driven Processes

Doing things the way you always have is no longer a good reason for avoiding change in your company protocols. This inflexible attitude is harmful to any digital transformation or modernization goal and should be challenged through education on creating task expertise and change control. Every job should have a stated goal, require the least amount of effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your staff, partners, and suppliers to have a smooth user experience as it is for your customers. Eliminating inefficient processes should be your first goal, particularly when staffing new hires. In the era of digital transformation, a tedious onboarding experience could hurt the health of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, businesses are switching more and more to Cloud and Hybrid structures and pulling out legacy systems to remain under cost and dynamic.
Security Expectations

Your clients, workers, merchants, and partners all assume you will have modernized security best practices in place that minimize the chance of a breach. Knowledge is power in the this digital era and your organization will be expected to defend it without diminishing the user experience.
Intelligent Decision-Making
Organizations should make data-based judgments while using Business Intelligence software that enable decision-making with a 360-degree view that uses multiple data sources and tools.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should need nominal manpower. Day-to-day processes should be automated so that staff can prioritize the most important jobs.