Back Office Modernization in the Age of Digital Transformation

As organizations continue to leverage digitalplatforms to remain competitive and improve the customer journey, we’re beginning to see an alarming trend that hurts legacy organizations in Colorado Springs who’ve been using the same protocols and technology for a long time.

When businesses begin the trek toward Digital Transformation, they tend to prioritize customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s important to improve the customer journey and properly market your products and services, forgetting about other areas that also service clients, suppliers, partners, and staff can inhibit your ability to provide a smooth experience for everyone involved.

Our View

In our view, the Back Office is the heart of your organization. If your system creates inefficiencies, the yield of your entire business deteriorates. For example, let’s say a company onboards a new customer in minutes but requires a long time to onboard a new employee or supplier. That’s an issue because both your employees' skills and your vendor’s products play a crucial role in providing exemplary service to the customer. Therefore, if those components are not operating efficiently, your client is ultimately who pays the price. 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 logically to aid in the user experience for your employees, making it smoother for knowledge workers to utilize more than one platform. By aligning systems so that they’re interacting with one another, knowledge workers can avoid double work, make smarter judgments, and prioritize more important priorities.
Purpose Driven Processes

Doing things the way you always have is no longer a good reason for avoiding change in your organization protocols. This inflexible mentality is harmful to any digital transformation or modernization goal and should be resolved through education on creating job efficiency and change management. Every process should have a specific purpose, require the least amount of effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your staff, partners, and merchants to have a seamless user experience as it is for your customers. Eliminating inefficient jobs should be your first objective, particularly when hiring new staff. In the time of digital transformation, a complex hiring experience could diminish the livelihood of your whole organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in use, companies are switching more and more to Cloud and Hybrid frameworks and removing legacy systems to remain cost-effective and dynamic.
Security Expectations

Your clients, workers, merchants, and partners all anticipate you having state-of-the-art security protocols implemented that minimize the chance 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 using Business Intelligence software that empower decision-making with a full 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 require nominal human intervention. Day-to-day tasks should be automated so that human capital can prioritize the most vital jobs.