Back Office Modernization in the Age of Digital Transformation

As companies continue to utilize digitalplatforms to for customer attention and improve the customer experience, we’re seeing an alarming pattern that negatively impacts legacy organizations in Corpus Christi who’ve been working with the same protocols and software for a long time.

When businesses begin the trek toward Digital Transformation, they tend to prioritize customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s important to improve the customer experience and properly market your offerings, forgetting about specific departments that also service customers, merchants, partners, and workers can hinder your ability to provide a efficient experience for all parties.

Our View

In our humble opinion, the Back Office is the cornerstone of your company. If your process flow creates bottlenecks, the capacity of your entire organization suffers. For example, let’s say a organization acquires a new client in minutes but requires a long time to train a new employee or vendor. That’s a problem because both your employees' abilities and your partner’s products play a vital role in providing exemplary service to the customer. Therefore, if those components are not operating accurately, your client is ultimately the one who suffers. 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 intuitively to aid in the user experience for your employees, making it easier for knowledge workers to use more than one platform. By organizing systems so that they’re interacting with one another, knowledge workers can avoid extra work, make better judgments, and concentrate on more vital work.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid reason for avoiding change in your business protocols. This inflexible mentality is detrimental to any digital transformation or modernization goal and should be challenged through education on creating work competence and change administration. Every process should have a stated purpose, require minimal effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your employees, partners, and vendors to have a pleasant user experience as it is for your customers. Eliminating swivel chair tasks should be your first goal, particularly when hiring new employees. In the era of digital transformation, a cumbersome staffing experience could diminish the well-being of your entire business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, companies are moving more and more to Cloud and Hybrid structures and removing legacy systems to remain under budget and productive.
Security Expectations

Your clients, employees, merchants, and partners all assume you will have modernized security best practices active that lessen the chance of a breach. Knowledge is power in the this digital era and your business will be expected to defend it without sacrificing the user experience.
Intelligent Decision-Making
Organizations should make data-based decisions while using Business Intelligence software that empower decision-making with a birds-eye view that utilizes multiple data origins and tools.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should involve little manpower. Day-to-day jobs should be automated so that human assets can focus on the most important jobs.