Back Office Modernization in the Age of Digital Transformation

As companies continue to take advantage of digitalplatforms to for customer attention and improve the customer journey, we’re seeing an alarming pattern that harms legacy organizations in Jacksonville who’ve been utilizing the same processes and tools for years.

When businesses 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 critical to improve the customer journey and properly market your services, forgetting about other parts of the company that also help customers, suppliers, partners, and workers can hurt your ability to provide a smooth experience for everyone involved.

Our View

From our perspective, the Back Office is the cornerstone of your company. If your workflow creates bottlenecks, the capacity of your entire business deteriorates. For example, let’s say a company onboards a new customer in minutes but requires several weeks to train a new employee or vendor. That’s a problem because both your employees' abilities and your supplier’s products play a crucial role in providing exemplary service to the customer. Therefore, if those pieces are not operating efficiently, your client 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 in a logical way to support the user experience for your staff, making it easier for knowledge workers to access more than one system. By arranging systems so that they’re communicating with one another, knowledge workers can avoid duplicative work, make wiser choices, and concentrate on more vital work.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for dodging change in your business processes. This inflexible mentality is detrimental to any digital transformation or modernization initiative and should be confronted through education on creating job efficiency and change management. Every job should have a specific goal, require minimal effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as critical for your employees, partners, and merchants to have a smooth user experience as it is for your clients. Eliminating unnecessary processes should be your first objective, particularly when hiring new employees. In the time of digital transformation, a complex hiring process could diminish the well-being of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in use, companies are moving more and more to Cloud and Hybrid architectures and pulling out legacy systems to remain under cost and dynamic.
Security Expectations

Your clients, workers, vendors, and partners all anticipate you having modernized security best practices active that reduce the possibility of a breach. Knowledge is power in the this digital era and your organization will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Organizations should make data-based decisions while using Business Intelligence tools that empower decision-making with a 360-degree view that utilizes multiple data origins and systems.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should need minimal human intervention. Mundane processes should be automated so that human assets can prioritize the most mission-critical work.