Back Office Modernization in the Age of Digital Transformation

As companies continue to leverage digitaltools to maintain competitive advantage and improve the customer journey, we’re beginning to see an alarming trend that harms legacy organizations in Omaha who’ve been using the same processes and software for decades.

When companies begin the journey 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 buyer journey and properly market your products and services, ignoring certain departments that also support customers, merchants, partners, and workers can inhibit your capacity to provide a efficient experience for all parties.

Our View

From our perspective, the Back Office is the heart of your organization. If your system creates inefficiencies, the capacity of your entire company deteriorates. For example, let’s say a business onboards a new client in minutes but requires a month to spin up a new employee or vendor. That’s an issue because both your employees' abilities and your supplier’s products play a critical role in providing exemplary service to the customer. Therefore, if those components are not operating smoothly, your customer is ultimately the one who pays the price. 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 connected in a logical way to aid in the user experience for your staff, making it easier for knowledge workers to use more than one tool. By organizing systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make smarter decisions, and prioritize more critical work.
Purpose Driven Processes

Doing things the way you always have is no longer a valid reason for dodging change in your business processes. This stubborn mindset is harmful to any digital transformation or modernization goal and should be resolved through education on creating task efficiency and change management. Every job should have a stated objective, require the least amount of effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as critical for your employees, partners, and merchants to have a smooth user experience as it is for your customers. Eliminating inefficient jobs should be your first objective, particularly when onboarding new staff. In the age of digital transformation, a cumbersome onboarding work flow could hurt the well-being of your entire organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, companies are migrating more and more to Cloud and Hybrid frameworks and retiring legacy systems to remain cost-effective and productive.
Security Expectations

Your clients, employees, merchants, and partners all expect you to have modernized security best practices implemented that reduce the possibility of a breach. Knowledge is power in the this digital age and your business will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-driven judgments while employing Business Intelligence applications that facilitate decision-making with a birds-eye view that utilizes multiple data authors and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve nominal human intervention. Day-to-day processes should be automated so that human capital can prioritize the most mission-critical tasks.