Back Office Modernization in the Age of Digital Transformation

As companies continue to utilize digitalsoftware to maintain competitive advantage and improve the customer experience, we’re beginning to see an alarming pattern that hurts legacy organizations in Las Vegas who’ve been working with the same processes and technology for a long time.

When businesses begin the voyage 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 important to improve the customer experience and correctly market your offerings, forgetting about certain areas that also help clients, vendors, partners, and workers can hurt your ability to provide a efficient experience for everyone involved.

Our View

In our humble opinion, the Back Office is the foundation of your organization. If your process flow creates inefficiencies, the yield of your entire organization suffers. For example, let’s say a organization onboards a new customer in minutes but requires a long time to train a new employee or vendor. That’s a problem because both your employees' skills and your supplier’s products play a vital role in providing exceptional service to the customer. Therefore, if those elements are not operating accurately, your client is ultimately who suffers. Your Front Office can only be as seamless as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated intuitively to aid in the user experience for your employees, making it easier for knowledge workers to use more than one platform. By arranging systems so that they’re talking to one another, knowledge workers can avoid extra work, make wiser decisions, and focus 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 protocols. This unyielding mindset is destructive to any digital transformation or modernization initiative and should be resolved through education on creating work efficiency and change management. Every job should have a designated goal, require the least manpower, and be aligned with this greater purpose.
A Seamless Experience

It’s just as critical for your staff, partners, and suppliers to have a pleasant user experience as it is for your customers. Eliminating swivel chair tasks should be your first priority, particularly when staffing new staff. In the age of digital transformation, a tedious onboarding work flow could hurt the livelihood of your entire business.
Cloud, SaaS, Hybrid Transition

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

Your clients, employees, suppliers, and partners all anticipate you having state-of-the-art security protocols active that minimize the risk of a breach. Knowledge is power in the this digital generation and your company will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Companies should make data-based choices while using Business Intelligence tools that facilitate decision-making with a full view that leverages multiple data authors and systems.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should need minimal manpower. Day-to-day processes should be automated so that human capital can concentrate on the most important jobs.