Back Office Modernization in the Age of Digital Transformation

As companies continue to leverage digitalsoftware to remain competitive and improve the customer experience, we’re starting to see an alarming trend that hurts legacy organizations in Austin who’ve been working with the same protocols and technology for decades.

When organizations begin the trek toward Digital Transformation, they tend to prioritize customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s critical to improve the buyer journey and properly market your offerings, forgetting about other areas that also help customers, suppliers, partners, and workers can hinder your capability to provide a smooth experience for all parties.

Our View

In our view, the Back Office is the cornerstone of your business. If your process flow creates inefficiencies, the productivity of your entire organization pays for it. For example, let’s say a company brings on a new client in minutes but requires a month to onboard a new employee or vendor. That’s a problem because both your employees' skills and your supplier’s products play a crucial role in providing exceptional service to the customer. Therefore, if those components are not operating smoothly, your client is ultimately who pays the price. Your Front Office can only be as seamless as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected logically to facilitate the user experience for your workers, making it more efficient for knowledge workers to access more than one platform. By aligning systems so that they’re interacting with one another, knowledge workers can avoid extra work, make better decisions, and prioritize more important priorities.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for shunning change in your organization protocols. This unyielding mindset is harmful to any digital transformation or modernization endeavor and should be resolved through education on creating job expertise and change management. Every job should have a designated goal, require the least manpower, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your employees, partners, and vendors to have a seamless user experience as it is for your clients. Eliminating swivel chair processes should be your first objective, particularly when onboarding new employees. In the time of digital transformation, a complex staffing process could diminish the well-being of your entire business.
Cloud, SaaS, Hybrid Transition

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

Your clients, workers, suppliers, and partners all anticipate you having modern security protocols implemented that minimize the chance of a breach. Knowledge is power in the this digital generation and your business will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Organizations should make data-centric decisions while employing Business Intelligence applications that enable decision-making with a 360-degree view that utilizes multiple data sources and applications.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should involve nominal manpower. Banal jobs should be automated so that human capital can focus on the most mission-critical work.