Back Office Modernization in the Age of Digital Transformation

As companies continue to take advantage of digitalsoftware to remain competitive and improve the customer experience, we’re beginning to see an alarming tendency that hurts legacy organizations in Buffalo who’ve been utilizing the same protocols and tools for years.

When companies 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 important to improve the customer journey and properly market your offerings, ignoring other departments that also help clients, vendors, partners, and workers can hurt your capability 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 inefficiencies, the productivity of your entire organization pays for it. For example, let’s say a business onboards a new client in minutes but requires several weeks to bring on a new employee or supplier. That’s an issue because both your employees' skills and your vendor’s products play a crucial role in providing excellent service to the customer. Therefore, if those elements are not operating accurately, your customer is ultimately who is disadvantaged. 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 connected intuitively to support the user experience for your workers, making it easier for knowledge workers to access more than one tool. By organizing systems so that they’re talking to one another, knowledge workers can avoid extra work, make better decisions, and concentrate on more important tasks.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid reason for dodging change in your company processes. This inflexible mentality is harmful to any digital transformation or modernization endeavor and should be confronted through education on creating work competence and change control. Every job should have a designated goal, require minimal effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your employees, partners, and suppliers to have a smooth user experience as it is for your customers. Eliminating inefficient jobs should be your first goal, particularly when staffing new staff. In the era of digital transformation, a tedious staffing experience could diminish the well-being of your entire organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in use, organizations are switching more and more to Cloud and Hybrid structures and removing legacy systems to remain under cost and productive.
Security Expectations

Your clients, employees, merchants, and partners all anticipate you having state-of-the-art security protocols implemented that reduce the chance of a breach. Knowledge is power in the this digital age and your business will be expected to defend it without diminishing the user experience.
Intelligent Decision-Making
Organizations should make data-centric decisions while employing Business Intelligence tools that empower decision-making with a 360-degree view that utilizes multiple data authors and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should need minimal manpower. Banal processes should be automated so that human capital can focus on the most important work.