Back Office Modernization in the Age of Digital Transformation

As companies continue to utilize digitalsoftware to remain competitive and improve the buyer journey, we’re beginning to see an alarming tendency that harms legacy organizations in Virginia Beach who’ve been utilizing the same protocols and technology for a long time.

When organizations begin the voyage toward Digital Transformation, they tend to focus on customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s critical to improve the customer experience and properly market your services, forgetting about specific areas that also support clients, suppliers, partners, and employees can hinder your capacity to provide a seamless experience for everyone involved.

Our View

In our view, the Back Office is the heart of your company. If your system creates inefficiencies, the yield of your entire business deteriorates. For example, let’s say a business onboards a new customer in minutes but requires a month to bring on a new employee or supplier. That’s a problem because both your employees' talent and your supplier’s products play a important role in providing excellent service to the customer. Therefore, if those pieces are not operating efficiently, your customer is ultimately the one who is disadvantaged. Your Front Office can only be as efficient as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated in a logical way to support the user experience for your employees, making it more efficient for knowledge workers to utilize more than one system. By aligning systems so that they’re communicating with one another, knowledge workers can avoid extra work, make smarter judgments, and prioritize more critical tasks.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid reason for avoiding change in your business workflows. This unyielding mentality is destructive to any digital transformation or modernization endeavor and should be challenged through education on creating job efficiency and change administration. Every process should have a specific purpose, require minimal effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your workers, partners, and vendors to have a seamless user experience as it is for your customers. Eliminating swivel chair jobs should be your first priority, particularly when staffing new staff. In the era of digital transformation, a tedious onboarding experience could hurt the livelihood of your entire organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in use, companies are migrating more and more to Cloud and Hybrid structures and pulling out legacy systems to remain cost-effective and dynamic.
Security Expectations

Your clients, employees, merchants, and partners all expect you to have modern security protocols in place that reduce the chance of a breach. Knowledge is power in the this digital era and your organization will be expected to defend it without diminishing the user experience.
Intelligent Decision-Making
Businesses should make data-based choices while employing Business Intelligence tools that enable decision-making with a full view that utilizes multiple data authors and tools.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should require little effort. Mundane processes should be automated so that staff can focus on the most important work.