Back Office Modernization in the Age of Digital Transformation

As companies continue to utilize digitalsoftware to maintain competitive advantage and improve the customer journey, we’re starting to see an alarming trend that harms legacy organizations in Detroit who’ve been working with the same protocols and tools for decades.

When companies begin the trek toward Digital Transformation, they tend to focus on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s vital to improve the buyer journey and properly market your services, ignoring specific departments that also service customers, vendors, partners, and staff can inhibit your capacity to provide a efficient experience for all parties.

Our View

In our view, the Back Office is the heart of your company. If your process flow creates inefficiencies, the productivity of your entire business deteriorates. For example, let’s say a company acquires a new client in minutes but requires a long time to onboard a new employee or partner. That’s an issue because both your employees' talent and your partner’s products play a crucial role in providing exemplary service to the customer. Therefore, if those elements are not operating efficiently, your client is ultimately the one who is disadvantaged. Your Front Office can only be as efficient 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 staff, making it smoother for knowledge workers to use more than one platform. By aligning systems so that they’re communicating with one another, knowledge workers can avoid double work, make smarter judgments, and concentrate on more critical work.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a good reason for avoiding change in your company processes. This unyielding mentality is destructive to any digital transformation or modernization endeavor and should be confronted through education on creating job competence and change administration. Every process should have a designated purpose, require the least amount of effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as important for your employees, partners, and merchants to have a pleasant user experience as it is for your customers. Eliminating swivel chair jobs should be your first goal, particularly when staffing new hires. In the age of digital transformation, a tedious staffing experience could diminish the livelihood of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in utilization, organizations are migrating more and more to Cloud and Hybrid architectures and retiring legacy systems to remain cost-effective and dynamic.
Security Expectations

Your clients, staff, vendors, and partners all assume you will have modern security protocols implemented that reduce the chance of a breach. Knowledge is power in the this digital era and your company will be expected to keep it safe without hurting the user experience.
Intelligent Decision-Making
Organizations should make data-centric judgments while employing Business Intelligence applications that facilitate decision-making with a full view that utilizes multiple data sources and systems.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve minimal human intervention. Mundane processes should be automated so that human capital can focus on the most mission-critical jobs.