Back Office Modernization in the Age of Digital Transformation

As companies continue to leverage digitalplatforms to for customer attention and improve the customer journey, we’re seeing an alarming trend that harms legacy organizations in Miami who’ve been utilizing the same protocols and tools for a long time.

When companies begin the journey toward Digital Transformation, they tend to concentrate on customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s vital to improve the customer experience and accurately market your offerings, neglecting specific departments that also help clients, merchants, partners, and staff can hurt your capability to provide a seamless 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 productivity of your entire business suffers. For example, let’s say a organization onboards a new client in minutes but requires several weeks to onboard a new employee or partner. 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 pieces are not operating efficiently, your client is ultimately the one who pays the price. Your Front Office can only be as capable as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated logically to support the user experience for your staff, making it easier for knowledge workers to access more than one platform. By aligning systems so that they’re talking to one another, knowledge workers can avoid double work, make wiser choices, and prioritize more vital tasks.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for avoiding change in your organization workflows. This inflexible mentality is detrimental to any digital transformation or modernization endeavor and should be challenged through education on creating work expertise and change administration. Every task should have a specific objective, require the least manpower, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as critical for your employees, partners, and vendors to have a pleasant user experience as it is for your customers. Eliminating swivel chair jobs should be your first goal, particularly when onboarding new employees. In the age of digital transformation, a complex onboarding process could diminish the livelihood of your whole business.
Cloud, SaaS, Hybrid Transition

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

Your clients, staff, vendors, and partners all expect you to have modernized security best practices active that lessen the risk of a breach. Knowledge is power in the this digital generation and your business will be expected to keep it safe without hurting the user experience.
Intelligent Decision-Making
Businesses should make data-centric judgments while employing Business Intelligence software that empower decision-making with a 360-degree view that leverages multiple data authors and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should involve little human intervention. Mundane jobs should be automated so that staff can prioritize the most important tasks.