Back Office Modernization in the Age of Digital Transformation

As companies continue to utilize digitalsoftware to for customer attention and improve the customer journey, we’re seeing an alarming tendency that negatively impacts legacy organizations in Baton Rouge who’ve been using the same processes and tools for a long time.

When organizations begin the trek toward Digital Transformation, they tend to focus on customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s vital to improve the customer experience and correctly market your products and services, neglecting specific areas that also support clients, merchants, partners, and staff can hinder your ability to provide a seamless experience for everyone.

Our View

In our humble opinion, the Back Office is the foundation of your business. If your process flow creates slow downs, the productivity of your entire organization deteriorates. For example, let’s say a organization brings on a new customer in minutes but requires several weeks to bring on a new employee or partner. That’s a problem because both your employees' talent and your supplier’s products play a crucial role in providing exceptional service to the customer. Therefore, if those pieces are not operating smoothly, your customer is ultimately the one who pays the price. 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 unified intuitively to support the user experience for your employees, making it more efficient for knowledge workers to use more than one tool. By arranging systems so that they’re communicating with one another, knowledge workers can avoid double work, make wiser judgments, and focus on more important priorities.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid excuse for shunning change in your company protocols. This stubborn mentality is harmful to any digital transformation or modernization endeavor and should be resolved through education on creating job competence and change control. Every task should have a designated goal, require the least amount of effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as critical for your staff, partners, and suppliers to have a smooth user experience as it is for your clients. Eliminating inefficient processes should be your first priority, particularly when staffing new hires. In the time of digital transformation, a tedious onboarding experience could diminish the health of your entire business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in utilization, companies are moving more and more to Cloud and Hybrid frameworks and retiring legacy systems to remain under cost and efficient.
Security Expectations

Your customers, workers, merchants, and partners all expect you to have state-of-the-art security protocols in place that minimize the chance of a breach. Knowledge is power in the this digital generation and your organization will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-centric choices while using Business Intelligence software that enable decision-making with a full view that uses multiple data sources and systems.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve nominal effort. Banal tasks should be automated so that human assets can prioritize the most vital work.