Back Office Modernization in the Age of Digital Transformation

As companies continue to take advantage of digitaltools to maintain competitive advantage and improve the customer journey, we’re beginning to see an alarming pattern that harms legacy organizations in Fresno who’ve been working with the same processes and tools for decades.

When organizations begin the voyage toward Digital Transformation, they tend to focus on customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s critical to improve the customer experience and correctly market your products and services, ignoring other departments that also service customers, merchants, partners, and staff can inhibit your capability to provide a efficient experience for everyone involved.

Our View

In our view, the Back Office is the foundation of your business. If your process flow creates slow downs, the yield of your entire business deteriorates. For example, let’s say a company onboards a new client in minutes but requires several weeks to onboard a new employee or supplier. That’s a problem because both your employees' talent and your vendor’s products play a critical role in providing excellent service to the customer. Therefore, if those elements are not operating efficiently, your client is ultimately the one who is disadvantaged. Your Front Office can only be as seamless as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected logically to aid in the user experience for your staff, making it easier for knowledge workers to utilize more than one tool. By arranging systems so that they’re talking to one another, knowledge workers can avoid duplicative work, make wiser decisions, and focus on more critical tasks.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid excuse for shunning change in your business protocols. This inflexible attitude is detrimental to any digital transformation or modernization endeavor and should be confronted through education on creating job expertise and change management. Every task should have a specific objective, require minimal effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as critical for your workers, partners, and merchants to have a pleasant user experience as it is for your clients. Eliminating inefficient jobs should be your first objective, particularly when hiring new staff. In the age of digital transformation, a complex staffing process could diminish the livelihood of your entire organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, organizations are moving more and more to Cloud and Hybrid frameworks and removing legacy systems to remain cost-effective and dynamic.
Security Expectations

Your customers, staff, suppliers, and partners all expect you to have modernized security best practices implemented that lessen the risk of a breach. Knowledge is power in the this digital age and your company will be expected to protect it without hurting the user experience.
Intelligent Decision-Making
Companies should make data-centric judgments while employing Business Intelligence tools that empower decision-making with a full view that leverages 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. Banal tasks should be automated so that staff can prioritize the most vital tasks.