Back Office Modernization in the Age of Digital Transformation

As organizations continue to utilize digitalsoftware to remain competitive and improve the customer experience, we’re starting to see an alarming pattern that harms legacy organizations in Fremont who’ve been utilizing the same protocols and tools for decades.

When businesses begin the journey toward Digital Transformation, they tend to prioritize customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s critical to improve the customer experience and accurately market your products and services, ignoring other departments that also help clients, suppliers, partners, and employees can inhibit your capability to provide a seamless experience for all parties.

Our View

In our view, the Back Office is the cornerstone of your company. If your system creates slow downs, the productivity of your entire company pays for it. For example, let’s say a company acquires a new client in minutes but requires several weeks to spin up a new employee or supplier. That’s a problem because both your employees' talent and your partner’s products play a important role in providing exceptional service to the customer. Therefore, if those components are not operating smoothly, your client is ultimately who suffers. 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 in a logical way to aid in the user experience for your staff, making it more efficient for knowledge workers to access more than one tool. By arranging systems so that they’re communicating with one another, knowledge workers can avoid double work, make wiser decisions, and prioritize more critical priorities.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for avoiding change in your company processes. This unyielding mentality is detrimental to any digital transformation or modernization goal and should be resolved through education on creating work expertise and change control. Every job should have a stated objective, require the least manpower, 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 clients. Eliminating unnecessary tasks should be your first priority, particularly when onboarding new staff. In the era of digital transformation, a cumbersome staffing experience could hurt the well-being of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, companies are switching more and more to Cloud and Hybrid frameworks and pulling out legacy systems to remain under budget and productive.
Security Expectations

Your customers, staff, vendors, and partners all expect you to have state-of-the-art security protocols active that lessen the possibility of a breach. Knowledge is power in the this digital age and your organization will be expected to keep it safe without diminishing the user experience.
Intelligent Decision-Making
Organizations should make data-centric judgments while employing Business Intelligence applications that empower decision-making with a full view that leverages multiple data authors and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve little manpower. Mundane processes should be automated so that staff can prioritize the most mission-critical tasks.