Back Office Modernization in the Age of Digital Transformation

As organizations continue to leverage digitalsoftware to maintain competitive advantage and improve the customer journey, we’re beginning to see an alarming tendency that harms legacy organizations in Saint Paul who’ve been working with the same processes and technology for a long time.

When businesses begin the voyage toward Digital Transformation, they tend to concentrate on customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s vital to improve the customer journey and correctly market your offerings, neglecting certain departments that also service clients, vendors, partners, and workers can hinder your capability to provide a seamless experience for all parties.

Our View

From our perspective, the Back Office is the foundation of your company. If your process flow creates inefficiencies, the productivity of your entire organization suffers. For example, let’s say a company brings on a new client in minutes but requires a month to bring on a new employee or partner. That’s a challenge because both your employees' abilities and your supplier’s products play a crucial role in providing excellent service to the customer. Therefore, if those elements are not operating smoothly, your customer is ultimately the one who suffers. Your Front Office can only be as capable as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated logically to aid in the user experience for your employees, making it smoother for knowledge workers to access more than one system. By aligning systems so that they’re talking to one another, knowledge workers can avoid double work, make better judgments, and focus on more critical priorities.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid reason for dodging change in your business workflows. This inflexible mindset is harmful to any digital transformation or modernization initiative and should be challenged through education on creating task efficiency and change control. Every task should have a specific objective, require the least manpower, and be aligned with this greater purpose.
A Seamless Experience

It’s just as important for your staff, partners, and merchants to have a seamless user experience as it is for your clients. Eliminating unnecessary tasks should be your first goal, particularly when onboarding new employees. In the age of digital transformation, a tedious staffing process could diminish the well-being of your whole organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in use, companies are moving more and more to Cloud and Hybrid frameworks and retiring legacy systems to remain cost-effective and dynamic.
Security Expectations

Your clients, workers, merchants, and partners all assume you will have modern security protocols implemented that reduce the chance of a breach. Knowledge is power in the this digital age and your company will be expected to defend it without sacrificing the user experience.
Intelligent Decision-Making
Companies should make data-driven choices while employing Business Intelligence software that facilitate decision-making with a 360-degree view that leverages multiple data origins and systems.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should require minimal manpower. Day-to-day processes should be automated so that human assets can concentrate on the most vital tasks.