Back Office Modernization in the Age of Digital Transformation

As companies continue to leverage digitalplatforms to for customer attention and improve the customer experience, we’re seeing an alarming pattern that hurts legacy organizations in Norfolk who’ve been working with the same protocols and technology for a long time.

When businesses begin the voyage 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 experience and properly market your offerings, neglecting specific areas that also help customers, merchants, partners, and employees can hurt your ability to provide a seamless experience for everyone involved.

Our View

From our perspective, the Back Office is the heart of your business. If your workflow creates slow downs, the yield of your entire business pays for it. For example, let’s say a organization acquires a new client in minutes but requires a month to spin up a new employee or partner. That’s an issue because both your employees' talent and your partner’s products play a critical role in providing excellent service to the customer. Therefore, if those components are not operating efficiently, your customer is ultimately the one who suffers. 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 connected intuitively to aid in the user experience for your workers, making it smoother for knowledge workers to use more than one system. By organizing systems so that they’re communicating with one another, knowledge workers can avoid duplicative work, make wiser decisions, and concentrate on more vital priorities.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid excuse for shunning change in your company protocols. This stubborn mindset is detrimental to any digital transformation or modernization endeavor and should be resolved through education on creating job expertise and change administration. Every job should have a stated objective, require the least amount of effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as vital for your workers, partners, and merchants to have a pleasant user experience as it is for your clients. Eliminating swivel chair processes should be your first goal, particularly when onboarding new staff. In the time of digital transformation, a tedious onboarding experience could hurt the well-being of your whole company.
Cloud, SaaS, Hybrid Transition

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

Your clients, employees, suppliers, and partners all assume you will have modernized security best practices implemented that minimize the risk of a breach. Knowledge is power in the this digital generation and your company will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-based decisions while utilizing Business Intelligence tools that empower decision-making with a 360-degree view that utilizes multiple data authors and applications.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should need minimal effort. Banal processes should be automated so that human capital can prioritize the most vital jobs.