Back Office Modernization in the Age of Digital Transformation

As companies continue to leverage digitalsoftware to remain competitive and improve the customer experience, we’re starting to see an alarming trend that hurts legacy organizations in Kansas City who’ve been utilizing the same workflows and tools for decades.

When organizations begin the trek toward Digital Transformation, they tend to focus on customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s critical to improve the customer experience and properly market your services, forgetting about other departments that also service clients, merchants, partners, and employees can inhibit your ability to provide a efficient experience for everyone.

Our View

In our view, the Back Office is the foundation of your company. If your system creates bottlenecks, the yield of your entire organization pays for it. For example, let’s say a organization acquires a new client in minutes but requires a long time to spin up a new employee or supplier. That’s an issue because both your employees' talent and your supplier’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 who is disadvantaged. Your Front Office can only be as seamless as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated in a logical way to aid in the user experience for your staff, making it easier for knowledge workers to utilize more than one tool. By aligning systems so that they’re interacting with one another, knowledge workers can avoid double work, make smarter choices, and concentrate on more vital work.
Purpose Driven Processes

Doing things the way you always have is no longer a valid reason for dodging change in your organization protocols. This inflexible mindset is detrimental to any digital transformation or modernization goal and should be resolved through education on creating job efficiency and change control. Every task should have a designated objective, require minimal effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your workers, partners, and suppliers to have a seamless user experience as it is for your customers. Eliminating swivel chair jobs should be your first goal, particularly when onboarding new staff. In the time of digital transformation, a tedious onboarding process could hurt the livelihood of your whole company.
Cloud, SaaS, Hybrid Transition

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

Your customers, staff, vendors, and partners all assume you will have modern security protocols active 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 diminishing the user experience.
Intelligent Decision-Making
Businesses should make data-based choices while using Business Intelligence applications that enable decision-making with a 360-degree view that leverages multiple data authors and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should require minimal effort. Day-to-day tasks should be automated so that human capital can focus on the most vital tasks.