Back Office Modernization in the Age of Digital Transformation

As businesses continue to leverage digitalplatforms to maintain competitive advantage and improve the customer journey, we’re starting to see an alarming tendency that harms legacy organizations in Lubbock who’ve been utilizing the same protocols and tools for decades.

When businesses begin the journey toward Digital Transformation, they tend to focus on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s important to improve the customer journey and accurately market your services, ignoring specific areas that also service clients, merchants, partners, and workers can inhibit your capacity to provide a smooth experience for everyone.

Our View

In our view, the Back Office is the cornerstone of your company. If your workflow creates inefficiencies, the capacity of your entire organization pays for it. For example, let’s say a organization acquires a new client in minutes but requires several weeks to bring on a new employee or supplier. That’s an issue because both your employees' abilities and your supplier’s products play a vital role in providing exemplary service to the customer. Therefore, if those pieces are not operating efficiently, your client is ultimately the one who suffers. Your Front Office can only be as capable as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are unified intuitively to aid in the user experience for your staff, 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 duplicative work, make smarter choices, and prioritize more important tasks.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a good reason for avoiding change in your business processes. This inflexible mindset is destructive to any digital transformation or modernization goal and should be confronted through education on creating task expertise and change management. Every job should have a specific goal, require minimal effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as critical for your staff, partners, and vendors to have a smooth user experience as it is for your customers. Eliminating unnecessary tasks should be your first priority, particularly when staffing new staff. In the era of digital transformation, a cumbersome onboarding experience could hurt the health of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, businesses are switching more and more to Cloud and Hybrid structures and retiring legacy systems to remain under cost and dynamic.
Security Expectations

Your clients, employees, vendors, 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 defend it without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-centric decisions while using Business Intelligence software that enable decision-making with a full view that leverages multiple data authors and systems.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should need nominal human intervention. Mundane jobs should be automated so that staff can prioritize the most important jobs.