Back Office Modernization in the Age of Digital Transformation

As companies continue to utilize digitaltools to maintain competitive advantage and improve the buyer journey, we’re starting to see an alarming pattern that hurts legacy organizations in WinstonSalem who’ve been using the same processes and software for decades.

When businesses begin the voyage toward Digital Transformation, they tend to prioritize customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s important to improve the customer experience and accurately market your services, ignoring certain departments that also service customers, vendors, partners, and staff can inhibit your ability to provide a smooth experience for all parties.

Our View

In our humble opinion, the Back Office is the cornerstone of your company. If your workflow creates inefficiencies, the yield of your entire business deteriorates. For example, let’s say a business onboards a new client in minutes but requires several weeks to spin up a new employee or supplier. That’s a problem because both your employees' skills and your partner’s products play a vital role in providing exceptional service to the customer. Therefore, if those components are not operating smoothly, your customer is ultimately the one who suffers. 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 integrated in a logical way to facilitate the user experience for your workers, making it smoother for knowledge workers to access more than one tool. By organizing systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make better choices, and focus on more important priorities.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid excuse for dodging change in your business processes. This unyielding mindset is detrimental to any digital transformation or modernization endeavor and should be confronted through education on creating work competence and change administration. Every process should have a designated goal, require the least amount of effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as important for your employees, partners, and suppliers to have a seamless user experience as it is for your clients. Eliminating unnecessary processes should be your first objective, particularly when staffing new employees. In the era of digital transformation, a cumbersome hiring experience could diminish the health of your entire company.
Cloud, SaaS, Hybrid Transition

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

Your clients, workers, suppliers, and partners all expect you to have state-of-the-art security protocols in place that reduce the risk of a breach. Knowledge is power in the this digital generation and your organization will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-centric judgments while utilizing Business Intelligence applications that empower decision-making with a 360-degree view that utilizes multiple data authors and tools.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should need minimal effort. Mundane processes should be automated so that staff can focus on the most vital tasks.