Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitalsoftware to maintain competitive advantage and improve the buyer journey, we’re seeing an alarming tendency that harms legacy organizations in Louisville who’ve been using the same processes and tools for decades.

When businesses begin the journey toward Digital Transformation, they tend to prioritize customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s important to improve the customer journey and correctly market your products and services, neglecting certain parts of the company that also service customers, merchants, partners, and employees can hinder your capability to provide a seamless experience for everyone.

Our View

In our view, the Back Office is the cornerstone of your organization. If your workflow creates bottlenecks, the yield of your entire business suffers. For example, let’s say a business onboards a new customer in minutes but requires a long time to train a new employee or partner. That’s a challenge because both your employees' skills and your supplier’s products play a important role in providing exemplary service to the customer. Therefore, if those elements are not operating accurately, your customer is ultimately who is disadvantaged. Your Front Office can only be as seamless 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 aid in the user experience for your workers, making it smoother for knowledge workers to utilize more than one tool. By organizing systems so that they’re talking to one another, knowledge workers can avoid double work, make wiser choices, and focus on more important work.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for dodging change in your organization processes. This inflexible mindset is detrimental to any digital transformation or modernization endeavor and should be confronted through education on creating task expertise 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 vital for your employees, partners, and vendors to have a smooth user experience as it is for your customers. Eliminating unnecessary tasks should be your first priority, particularly when staffing new employees. In the age of digital transformation, a cumbersome hiring work flow could diminish the well-being of your entire business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in utilization, organizations are migrating more and more to Cloud and Hybrid architectures and removing legacy systems to remain under budget and dynamic.
Security Expectations

Your clients, workers, suppliers, and partners all expect you to have modern security protocols in place that minimize the risk of a breach. Knowledge is power in the this digital generation and your company will be expected to keep it safe without hurting the user experience.
Intelligent Decision-Making
Companies should make data-based decisions while utilizing Business Intelligence software that empower decision-making with a 360-degree view that leverages multiple data sources and applications.
Task Automation

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