Back Office Modernization in the Age of Digital Transformation

As organizations continue to utilize digitalplatforms to maintain competitive advantage and improve the buyer journey, we’re beginning to see an alarming pattern that hurts legacy organizations in Boise who’ve been working with the same processes and tools for decades.

When companies begin the voyage toward Digital Transformation, they tend to concentrate on customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s vital to improve the buyer journey and correctly market your services, forgetting about certain areas that also support customers, vendors, partners, and employees can hinder your capability to provide a efficient experience for everyone involved.

Our View

In our humble opinion, the Back Office is the heart of your organization. If your workflow creates bottlenecks, the yield of your entire business deteriorates. For example, let’s say a organization brings on a new customer in minutes but requires a long time to bring on a new employee or supplier. That’s a challenge because both your employees' abilities and your partner’s products play a crucial role in providing exceptional 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 seamless 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 aid in the user experience for your workers, making it easier for knowledge workers to utilize more than one platform. By organizing systems so that they’re communicating with one another, knowledge workers can avoid extra work, make better judgments, and focus on more vital work.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for dodging change in your business processes. This inflexible mindset is destructive to any digital transformation or modernization initiative and should be challenged through education on creating work efficiency and change management. Every task should have a specific purpose, require minimal effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as important for your employees, partners, and suppliers to have a seamless user experience as it is for your customers. Eliminating inefficient jobs should be your first goal, particularly when staffing new employees. In the age of digital transformation, a tedious onboarding process could hurt the livelihood of your whole organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in use, companies are moving more and more to Cloud and Hybrid architectures and retiring legacy systems to remain under budget and productive.
Security Expectations

Your clients, employees, merchants, and partners all assume you will have modernized security best practices active that reduce the chance of a breach. Knowledge is power in the this digital era and your business will be expected to keep it safe without diminishing the user experience.
Intelligent Decision-Making
Organizations should make data-centric choices while using Business Intelligence tools that enable decision-making with a 360-degree view that leverages multiple data origins and applications.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should require nominal human intervention. Banal jobs should be automated so that staff can prioritize the most important work.