Back Office Modernization in the Age of Digital Transformation

As organizations continue to utilize digitalsoftware to remain competitive and improve the customer journey, we’re beginning to see an alarming trend that negatively impacts legacy organizations in Los Angeles who’ve been working with the same processes and software for a long time.

When companies begin the voyage toward Digital Transformation, they tend to focus on customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s vital to improve the customer experience and correctly market your services, ignoring specific departments that also service customers, suppliers, partners, and staff can inhibit your ability to provide a smooth experience for all parties.

Our View

In our view, the Back Office is the heart of your company. If your system creates bottlenecks, the capacity of your entire organization deteriorates. For example, let’s say a organization onboards a new client in minutes but requires several weeks to train a new employee or partner. That’s an issue because both your employees' abilities and your partner’s products play a vital role in providing exceptional service to the customer. Therefore, if those pieces are not operating accurately, your customer is ultimately the one who is disadvantaged. 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 unified in a logical way to aid in the user experience for your employees, making it more efficient for knowledge workers to utilize more than one platform. By aligning systems so that they’re talking to one another, knowledge workers can avoid extra work, make wiser judgments, and prioritize more vital tasks.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid reason for shunning change in your business workflows. This inflexible mentality is destructive to any digital transformation or modernization goal and should be challenged through education on creating task efficiency and change management. Every job should have a designated purpose, require the least manpower, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as vital for your workers, partners, and vendors to have a seamless user experience as it is for your customers. Eliminating inefficient tasks should be your first goal, particularly when staffing new hires. In the era of digital transformation, a complex onboarding work flow could threaten the well-being of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in utilization, businesses are migrating more and more to Cloud and Hybrid architectures and retiring legacy systems to remain under cost and dynamic.
Security Expectations

Your customers, staff, vendors, and partners all assume you will have modernized security best practices active that minimize the chance of a breach. Knowledge is power in the this digital era and your business will be expected to defend it without hurting the user experience.
Intelligent Decision-Making
Businesses should make data-based choices while using Business Intelligence applications that enable 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 little human intervention. Mundane jobs should be automated so that staff can prioritize the most mission-critical tasks.