Back Office Modernization in the Age of Digital Transformation

As businesses continue to leverage digitaltools to for customer attention and improve the customer experience, we’re seeing an alarming pattern that hurts legacy organizations in Raleigh who’ve been using the same protocols and technology for decades.

When businesses begin the voyage 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 critical to improve the customer experience and properly market your offerings, neglecting certain departments that also help clients, vendors, partners, and employees can hinder your capacity to provide a smooth experience for all parties.

Our View

From our perspective, the Back Office is the foundation of your organization. If your process flow creates inefficiencies, the productivity of your entire business deteriorates. For example, let’s say a company onboards a new client in minutes but requires a long time to spin up a new employee or supplier. That’s a problem because both your employees' talent and your partner’s products play a vital role in providing excellent service to the customer. Therefore, if those pieces are not operating accurately, your client is ultimately the one who pays the price. Your Front Office can only be as efficient as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected in a logical way to support the user experience for your staff, making it more efficient for knowledge workers to utilize more than one system. By organizing systems so that they’re talking to one another, knowledge workers can avoid duplicative work, make better choices, and concentrate on more vital tasks.
Purpose Driven Processes

Doing things the way you always have is no longer a good reason for shunning change in your business protocols. This unyielding mentality is destructive to any digital transformation or modernization goal and should be challenged through education on creating job expertise and change control. Every task should have a specific objective, require the least manpower, and be aligned with this greater purpose.
A Seamless Experience

It’s just as important for your staff, partners, and vendors to have a pleasant user experience as it is for your customers. Eliminating swivel chair jobs should be your first objective, particularly when onboarding new employees. In the era of digital transformation, a tedious hiring process could threaten the well-being of your entire business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in utilization, organizations are switching more and more to Cloud and Hybrid frameworks and pulling out legacy systems to remain under budget and efficient.
Security Expectations

Your clients, staff, vendors, and partners all assume you will have modern security protocols in place that minimize the risk of a breach. Knowledge is power in the this digital generation and your business will be expected to defend it without diminishing the user experience.
Intelligent Decision-Making
Businesses should make data-driven judgments while using Business Intelligence tools that facilitate decision-making with a 360-degree view that uses multiple data origins and systems.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should need nominal manpower. Banal processes should be automated so that human capital can concentrate on the most vital jobs.