Back Office Modernization in the Age of Digital Transformation

As organizations continue to utilize digitalplatforms to maintain competitive advantage and improve the customer experience, we’re beginning to see an alarming pattern that harms legacy organizations in Scottsdale who’ve been utilizing the same processes and technology for decades.

When businesses begin the journey toward Digital Transformation, they tend to concentrate on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s vital to improve the customer journey and properly market your services, forgetting about certain parts of the company that also help clients, merchants, partners, and workers can inhibit your capacity to provide a smooth experience for everyone.

Our View

In our humble opinion, the Back Office is the cornerstone of your organization. If your process flow creates slow downs, the yield of your entire business deteriorates. For example, let’s say a company onboards a new client in minutes but requires a month to spin up a new employee or supplier. That’s a problem because both your employees' talent and your partner’s products play a critical role in providing exceptional service to the customer. Therefore, if those elements are not operating smoothly, your customer is ultimately 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 support the user experience for your employees, making it more efficient for knowledge workers to use more than one system. By arranging systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make better judgments, and concentrate on more critical priorities.
Purpose Driven Processes

Doing things the way you always have is no longer a valid reason for dodging change in your business workflows. This unyielding mindset is detrimental to any digital transformation or modernization initiative and should be challenged through education on creating work expertise and change control. Every process should have a designated purpose, require minimal effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as important for your staff, partners, and suppliers to have a seamless user experience as it is for your customers. Eliminating inefficient processes should be your first objective, particularly when onboarding new staff. In the time of digital transformation, a cumbersome hiring experience could diminish the livelihood of your whole organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in use, organizations are migrating more and more to Cloud and Hybrid structures and removing legacy systems to remain cost-effective and efficient.
Security Expectations

Your clients, staff, merchants, and partners all anticipate you having modern security protocols in place that minimize 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
Companies should make data-based judgments while using Business Intelligence tools that empower decision-making with a 360-degree view that leverages multiple data sources and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should need nominal manpower. Mundane processes should be automated so that human capital can prioritize the most mission-critical tasks.