Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitaltools to for customer attention and improve the buyer journey, we’re seeing an alarming tendency that hurts legacy organizations in Spokane who’ve been using the same processes and technology for a long time.

When organizations begin the journey toward Digital Transformation, they tend to focus on customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s critical to improve the customer experience and accurately market your products and services, forgetting about specific areas that also service clients, merchants, partners, and employees can inhibit your capacity to provide a seamless experience for everyone involved.

Our View

From our perspective, the Back Office is the heart of your company. If your system creates bottlenecks, the yield of your entire company deteriorates. For example, let’s say a business onboards a new client in minutes but requires several weeks to train a new employee or vendor. That’s an issue because both your employees' abilities and your vendor’s products play a vital role in providing exceptional service to the customer. Therefore, if those elements are not operating efficiently, your client is ultimately who suffers. 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 facilitate the user experience for your employees, making it more efficient for knowledge workers to access more than one tool. By arranging systems so that they’re communicating with one another, knowledge workers can avoid duplicative work, make smarter judgments, and concentrate on more vital priorities.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid reason for avoiding change in your company protocols. This unyielding mentality is destructive to any digital transformation or modernization endeavor and should be confronted through education on creating task expertise and change management. Every process should have a specific purpose, require minimal effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as critical for your staff, partners, and merchants to have a seamless user experience as it is for your clients. Eliminating inefficient jobs should be your first goal, particularly when onboarding new staff. In the age of digital transformation, a tedious onboarding process could hurt the well-being of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in utilization, companies are moving more and more to Cloud and Hybrid architectures and retiring legacy systems to remain under cost and dynamic.
Security Expectations

Your clients, employees, merchants, and partners all assume you will have modernized security best practices in place that lessen the chance of a breach. Knowledge is power in the this digital era and your company will be expected to defend it without hurting the user experience.
Intelligent Decision-Making
Businesses should make data-centric decisions while utilizing Business Intelligence applications that facilitate decision-making with a 360-degree view that uses multiple data origins and tools.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve little human intervention. Day-to-day tasks should be automated so that human capital can focus on the most important jobs.