Back Office Modernization in the Age of Digital Transformation

As businesses continue to leverage digitalsoftware to maintain competitive advantage and improve the customer experience, we’re beginning to see an alarming trend that negatively impacts legacy organizations in Minneapolis who’ve been using the same protocols and software for a long time.

When organizations 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 correctly market your products and services, ignoring specific areas that also support customers, vendors, partners, and staff can hinder your capability to provide a efficient experience for all parties.

Our View

In our view, the Back Office is the heart of your organization. If your system creates slow downs, the capacity of your entire company pays for it. For example, let’s say a organization acquires a new customer in minutes but requires several weeks to train a new employee or partner. That’s a problem because both your employees' abilities and your supplier’s products play a vital role in providing excellent service to the customer. Therefore, if those components are not operating accurately, your customer is ultimately 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 integrated logically to facilitate the user experience for your workers, making it easier for knowledge workers to access more than one system. By organizing systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make better choices, and prioritize more critical work.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a good reason for dodging change in your organization workflows. This inflexible mindset is detrimental to any digital transformation or modernization endeavor and should be challenged through education on creating work competence and change control. Every job should have a stated objective, require minimal effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as critical for your employees, partners, and suppliers to have a smooth user experience as it is for your customers. Eliminating swivel chair processes should be your first priority, particularly when hiring new hires. In the era of digital transformation, a complex hiring work flow could threaten the livelihood of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in utilization, organizations are migrating more and more to Cloud and Hybrid architectures and pulling out legacy systems to remain under budget and productive.
Security Expectations

Your clients, staff, vendors, and partners all anticipate you having modernized security best practices implemented that reduce the possibility of a breach. Knowledge is power in the this digital generation and your organization will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-centric decisions while using Business Intelligence applications that enable decision-making with a birds-eye view that leverages multiple data authors and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should need minimal effort. Day-to-day tasks should be automated so that staff can concentrate on the most important tasks.