Back Office Modernization in the Age of Digital Transformation

As companies continue to utilize digitalplatforms to remain competitive and improve the customer journey, we’re seeing an alarming pattern that negatively impacts legacy organizations in Irvine who’ve been utilizing the same protocols and software for years.

When organizations begin the journey toward Digital Transformation, they tend to prioritize customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s important to improve the customer experience and correctly market your services, ignoring other areas that also support customers, merchants, partners, and workers can hurt your capacity to provide a seamless experience for all parties.

Our View

In our view, the Back Office is the cornerstone of your business. If your process flow creates slow downs, the capacity of your entire business suffers. For example, let’s say a organization onboards a new customer in minutes but requires a month to train a new employee or supplier. That’s an issue because both your employees' skills and your supplier’s products play a important role in providing exceptional service to the customer. Therefore, if those pieces are not operating efficiently, your client is ultimately who is disadvantaged. Your Front Office can only be as seamless as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected intuitively to aid in the user experience for your employees, making it easier for knowledge workers to use more than one platform. By organizing systems so that they’re communicating with one another, knowledge workers can avoid extra work, make better decisions, and focus on more critical priorities.
Purpose Driven Processes

Doing things the way you always have is no longer a good reason for shunning change in your company workflows. This inflexible mindset is destructive to any digital transformation or modernization initiative and should be confronted through education on creating work expertise and change administration. Every job should have a stated objective, require minimal effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as critical for your employees, partners, and merchants to have a pleasant user experience as it is for your customers. Eliminating inefficient processes should be your first priority, particularly when staffing new employees. In the age of digital transformation, a cumbersome hiring experience could diminish the livelihood of your whole 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 productive.
Security Expectations

Your customers, staff, suppliers, and partners all expect you to have modernized security best practices active that minimize the chance of a breach. Knowledge is power in the this digital era and your organization will be expected to protect it without hurting the user experience.
Intelligent Decision-Making
Organizations should make data-centric judgments while employing Business Intelligence software that empower decision-making with a 360-degree view that utilizes multiple data sources and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should need minimal human intervention. Day-to-day processes should be automated so that human assets can prioritize the most mission-critical tasks.