Back Office Modernization in the Age of Digital Transformation

As businesses continue to utilize digitalsoftware to for customer attention and improve the buyer journey, we’re beginning to see an alarming pattern that harms legacy organizations in Houston who’ve been working with the same protocols and technology for years.

When organizations 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 properly market your services, neglecting certain parts of the company that also help clients, vendors, partners, and staff can hinder your capability to provide a smooth experience for everyone.

Our View

From our perspective, the Back Office is the heart of your company. If your process flow creates slow downs, the capacity of your entire company suffers. For example, let’s say a company brings on a new client in minutes but requires a month to onboard a new employee or vendor. That’s an issue because both your employees' skills and your vendor’s products play a vital role in providing excellent service to the customer. Therefore, if those elements are not operating efficiently, your customer is ultimately who pays the price. Your Front Office can only be as capable as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are unified intuitively to aid in the user experience for your workers, making it smoother for knowledge workers to use more than one system. By arranging systems so that they’re talking to one another, knowledge workers can avoid double work, make wiser judgments, and prioritize more vital priorities.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid reason for dodging change in your business workflows. This unyielding attitude is destructive to any digital transformation or modernization endeavor and should be confronted through education on creating work competence and change control. Every process 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 critical for your staff, partners, and suppliers to have a pleasant user experience as it is for your clients. Eliminating inefficient processes should be your first goal, particularly when onboarding new staff. In the time of digital transformation, a cumbersome onboarding work flow could hurt the well-being of your whole organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, companies are moving more and more to Cloud and Hybrid architectures and pulling out legacy systems to remain under budget and efficient.
Security Expectations

Your clients, workers, merchants, and partners all assume you will have modernized security best practices in place that minimize the risk of a breach. Knowledge is power in the this digital age and your business will be expected to protect it without diminishing the user experience.
Intelligent Decision-Making
Companies should make data-based choices while employing Business Intelligence tools that facilitate decision-making with a birds-eye view that uses multiple data authors and applications.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should require little manpower. Day-to-day processes should be automated so that staff can focus on the most mission-critical work.