Back Office Modernization in the Age of Digital Transformation

As businesses continue to take advantage of digitaltools to for customer attention and improve the customer experience, we’re starting to see an alarming trend that hurts legacy organizations in San Diego who’ve been utilizing the same protocols and technology for a long time.

When businesses 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 critical to improve the customer journey and properly market your offerings, neglecting other departments that also help customers, merchants, partners, and employees can hurt your capacity to provide a seamless experience for everyone.

Our View

In our view, the Back Office is the cornerstone of your company. If your process flow creates slow downs, the productivity of your entire company pays for it. For example, let’s say a organization brings on a new customer in minutes but requires several weeks to bring on a new employee or vendor. That’s an issue because both your employees' skills and your partner’s products play a crucial role in providing exceptional service to the customer. Therefore, if those pieces are not operating smoothly, your customer is ultimately the one who is disadvantaged. 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 unified intuitively to aid in the user experience for your workers, making it more efficient for knowledge workers to use more than one tool. By arranging systems so that they’re interacting with one another, knowledge workers can avoid double work, make wiser choices, and concentrate on more vital work.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a good reason for avoiding change in your business workflows. This inflexible mentality is harmful to any digital transformation or modernization initiative and should be resolved through education on creating job expertise and change management. Every job should have a stated purpose, require the least manpower, and be aligned with this greater purpose.
A Seamless Experience

It’s just as vital for your staff, partners, and suppliers to have a smooth user experience as it is for your clients. Eliminating unnecessary jobs should be your first goal, particularly when staffing new staff. In the era of digital transformation, a complex onboarding work flow could threaten the health of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, businesses are moving more and more to Cloud and Hybrid structures and pulling out legacy systems to remain under cost and efficient.
Security Expectations

Your clients, workers, suppliers, and partners all expect you to have state-of-the-art security protocols implemented that minimize the chance of a breach. Knowledge is power in the this digital age and your organization will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Organizations should make data-centric decisions while employing Business Intelligence tools that empower decision-making with a full view that utilizes multiple data origins and applications.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should need little manpower. Day-to-day tasks should be automated so that human assets can focus on the most mission-critical work.