Back Office Modernization in the Age of Digital Transformation

As businesses continue to leverage digitalplatforms to maintain competitive advantage and improve the customer journey, we’re beginning to see an alarming pattern that negatively impacts legacy organizations in Tampa who’ve been utilizing the same processes and technology for years.

When businesses begin the voyage toward Digital Transformation, they tend to concentrate on customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s important to improve the buyer journey and properly market your products and services, ignoring specific departments that also service clients, vendors, partners, and staff can hinder your capability to provide a efficient experience for everyone involved.

Our View

In our humble opinion, the Back Office is the heart of your organization. If your system creates bottlenecks, the yield of your entire company deteriorates. For example, let’s say a company acquires a new client in minutes but requires several weeks to onboard a new employee or supplier. That’s a problem because both your employees' abilities and your supplier’s products play a critical role in providing excellent service to the customer. Therefore, if those pieces are not operating accurately, your client is ultimately who is disadvantaged. 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 unified logically to facilitate the user experience for your employees, making it more efficient for knowledge workers to use more than one platform. By organizing systems so that they’re talking to one another, knowledge workers can avoid double work, make smarter decisions, and prioritize more important tasks.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid reason for avoiding change in your company processes. This inflexible attitude is destructive to any digital transformation or modernization endeavor and should be challenged through education on creating work efficiency and change management. Every job should have a specific purpose, require the least amount of effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as vital for your workers, partners, and vendors to have a pleasant user experience as it is for your clients. Eliminating swivel chair tasks should be your first goal, particularly when staffing new employees. In the era of digital transformation, a tedious hiring process could hurt the health of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in adoption, organizations are moving more and more to Cloud and Hybrid frameworks and removing legacy systems to remain under cost and productive.
Security Expectations

Your clients, workers, suppliers, and partners all assume you will have modern security protocols in place that minimize the risk of a breach. Knowledge is power in the this digital era and your business will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-based choices while employing Business Intelligence software that enable decision-making with a full view that uses multiple data authors and applications.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should require minimal effort. Day-to-day tasks should be automated so that human assets can concentrate on the most vital tasks.