Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitalsoftware to for customer attention and improve the buyer journey, we’re beginning to see an alarming pattern that hurts legacy organizations in Mesa who’ve been utilizing the same processes and software for a long time.

When organizations 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 critical to improve the customer experience and correctly market your products and services, forgetting about certain areas that also service customers, suppliers, partners, and employees can inhibit your capacity to provide a efficient experience for everyone.

Our View

In our humble opinion, the Back Office is the cornerstone of your company. If your workflow creates inefficiencies, the capacity of your entire organization pays for it. For example, let’s say a company onboards a new client in minutes but requires several weeks to train a new employee or vendor. That’s an issue because both your employees' talent and your vendor’s products play a critical role in providing exceptional service to the customer. Therefore, if those pieces are not operating efficiently, your client is ultimately the one who pays the price. Your Front Office can only be as capable 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 workers, making it easier for knowledge workers to utilize more than one platform. By organizing systems so that they’re interacting with one another, knowledge workers can avoid extra work, make smarter decisions, and prioritize more critical tasks.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid reason for dodging change in your company processes. This unyielding mentality is harmful to any digital transformation or modernization initiative and should be resolved through education on creating job expertise and change management. Every job should have a specific purpose, require minimal effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as important for your employees, partners, and vendors to have a smooth user experience as it is for your clients. Eliminating swivel chair jobs should be your first objective, particularly when onboarding new employees. In the time of digital transformation, a tedious onboarding process could threaten the well-being of your entire business.
Cloud, SaaS, Hybrid Transition

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

Your clients, workers, merchants, and partners all anticipate you having modernized security best practices in place that reduce the possibility of a breach. Knowledge is power in the this digital age and your company will be expected to defend it without hurting the user experience.
Intelligent Decision-Making
Businesses should make data-driven choices while employing Business Intelligence tools that enable decision-making with a birds-eye view that leverages multiple data authors and systems.
Task Automation

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