Back Office Modernization in the Age of Digital Transformation

As companies continue to leverage digitalsoftware to remain competitive and improve the buyer journey, we’re starting to see an alarming trend that negatively impacts legacy organizations in Chesapeake who’ve been using the same workflows and software for years.

When businesses begin the voyage toward Digital Transformation, they tend to prioritize customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s critical to improve the customer journey and accurately market your products and services, forgetting about specific parts of the company that also help customers, vendors, partners, and employees can hurt your capability to provide a smooth experience for all parties.

Our View

In our humble opinion, the Back Office is the heart of your business. If your system creates bottlenecks, the productivity of your entire business deteriorates. For example, let’s say a organization acquires a new client in minutes but requires a month to spin up a new employee or supplier. That’s an issue because both your employees' talent and your supplier’s products play a vital role in providing exceptional service to the customer. Therefore, if those components are not operating efficiently, your client is ultimately who is disadvantaged. Your Front Office can only be as seamless as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are unified logically to support the user experience for your workers, making it more efficient for knowledge workers to use more than one tool. By aligning systems so that they’re talking to one another, knowledge workers can avoid double work, make better decisions, and prioritize more critical priorities.
Purpose Driven Processes

Doing things the way you always have is no longer a valid reason for shunning change in your organization processes. This stubborn mentality is detrimental to any digital transformation or modernization initiative and should be challenged through education on creating work efficiency and change administration. Every task should have a stated objective, require the least amount of effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as important for your employees, partners, and suppliers to have a smooth user experience as it is for your customers. Eliminating inefficient tasks should be your first priority, particularly when staffing new employees. In the age of digital transformation, a complex onboarding experience could threaten the health of your whole organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, businesses are migrating more and more to Cloud and Hybrid frameworks and removing legacy systems to remain cost-effective and efficient.
Security Expectations

Your customers, workers, suppliers, and partners all expect you to have modern security protocols implemented that reduce the risk of a breach. Knowledge is power in the this digital era and your business will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-based judgments while utilizing Business Intelligence software that facilitate decision-making with a birds-eye 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 require little effort. Day-to-day tasks should be automated so that human assets can concentrate on the most vital jobs.