Back Office Modernization in the Age of Digital Transformation

As businesses continue to leverage digitalsoftware to maintain competitive advantage and improve the customer experience, we’re starting to see an alarming trend that harms legacy organizations in Fort Worth who’ve been utilizing the same workflows and technology for a long time.

When organizations begin the journey toward Digital Transformation, they tend to concentrate on customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s important to improve the customer journey and accurately market your services, neglecting specific departments that also service customers, suppliers, partners, and staff can hurt your capability to provide a smooth experience for everyone involved.

Our View

In our view, the Back Office is the heart of your organization. If your workflow creates inefficiencies, the capacity of your entire business pays for it. For example, let’s say a business acquires a new client in minutes but requires a month to spin up a new employee or vendor. That’s a problem because both your employees' abilities and your supplier’s products play a important role in providing excellent service to the customer. Therefore, if those elements are not operating accurately, your client is ultimately the one who pays the price. Your Front Office can only be as efficient as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated in a logical way to support the user experience for your workers, making it smoother for knowledge workers to access more than one platform. By aligning systems so that they’re talking to one another, knowledge workers can avoid extra work, make better choices, and concentrate on more vital priorities.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for dodging change in your company workflows. This unyielding mentality is detrimental to any digital transformation or modernization goal and should be challenged through education on creating work efficiency and change management. Every job should have a designated purpose, require the least amount of effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as critical for your workers, partners, and vendors to have a pleasant user experience as it is for your clients. Eliminating inefficient jobs should be your first goal, particularly when onboarding new hires. In the era of digital transformation, a complex hiring process could hurt the health of your entire business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, businesses are migrating more and more to Cloud and Hybrid frameworks and retiring legacy systems to remain under cost and productive.
Security Expectations

Your clients, employees, merchants, and partners all expect you to have modern security protocols implemented that minimize the risk of a breach. Knowledge is power in the this digital age and your organization will be expected to protect it without hurting the user experience.
Intelligent Decision-Making
Businesses should make data-centric decisions while utilizing Business Intelligence applications that empower decision-making with a birds-eye view that utilizes multiple data origins and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should require little manpower. Day-to-day processes should be automated so that human capital can prioritize the most mission-critical work.