Back Office Modernization in the Age of Digital Transformation

As companies continue to utilize digitalsoftware to for customer attention and improve the customer journey, we’re starting to see an alarming pattern that negatively impacts legacy organizations in New York who’ve been using the same workflows and technology for a long time.

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 critical to improve the customer journey and correctly market your offerings, ignoring other areas that also service clients, vendors, partners, and staff can hinder your ability to provide a smooth experience for all parties.

Our View

In our view, the Back Office is the cornerstone of your organization. If your process flow creates slow downs, the yield of your entire organization deteriorates. For example, let’s say a company brings on a new customer in minutes but requires a long time to bring on a new employee or partner. That’s an issue because both your employees' talent and your supplier’s products play a critical role in providing exceptional service to the customer. Therefore, if those elements are not operating efficiently, your customer 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 unified logically to support the user experience for your staff, making it more efficient for knowledge workers to access more than one system. By arranging systems so that they’re talking to one another, knowledge workers can avoid extra work, make smarter choices, and concentrate on more critical tasks.
Purpose Driven Processes

Doing things the way you always have is no longer a valid reason for shunning change in your company protocols. This stubborn mindset is detrimental to any digital transformation or modernization endeavor and should be confronted through education on creating job expertise and change management. Every task should have a specific objective, require the least amount of effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your staff, partners, and vendors to have a smooth user experience as it is for your customers. Eliminating unnecessary processes should be your first priority, particularly when onboarding new staff. In the era of digital transformation, a tedious staffing work flow could hurt the livelihood of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in use, businesses are migrating more and more to Cloud and Hybrid structures and retiring legacy systems to remain under budget and dynamic.
Security Expectations

Your customers, staff, suppliers, 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 keep it safe without hurting the user experience.
Intelligent Decision-Making
Companies should make data-centric judgments while employing Business Intelligence applications that enable decision-making with a birds-eye view that leverages multiple data origins and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve minimal effort. Day-to-day tasks should be automated so that staff can prioritize the most mission-critical tasks.