Back Office Modernization in the Age of Digital Transformation

As businesses continue to leverage digitalsoftware to remain competitive and improve the customer experience, we’re starting to see an alarming tendency that harms legacy organizations in Durham who’ve been using the same protocols and tools for decades.

When businesses begin the trek toward Digital Transformation, they tend to focus on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s vital to improve the buyer journey and correctly market your products and services, forgetting about certain departments that also service customers, vendors, partners, and workers can hurt your ability to provide a seamless experience for everyone involved.

Our View

From our perspective, the Back Office is the foundation of your business. If your system creates bottlenecks, the yield of your entire organization deteriorates. For example, let’s say a business onboards a new customer in minutes but requires several weeks to onboard a new employee or supplier. That’s a problem because both your employees' talent and your partner’s products play a important role in providing exemplary service to the customer. Therefore, if those components are not operating smoothly, your customer is ultimately who is disadvantaged. Your Front Office can only be as efficient as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated intuitively to aid in the user experience for your employees, making it easier for knowledge workers to access more than one system. By arranging systems so that they’re talking to one another, knowledge workers can avoid duplicative work, make smarter choices, and focus on more critical tasks.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid reason for avoiding change in your company workflows. This stubborn mentality is detrimental to any digital transformation or modernization goal and should be confronted through education on creating work competence and change control. Every task should have a stated purpose, require minimal effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as critical for your workers, partners, and merchants to have a pleasant user experience as it is for your customers. Eliminating swivel chair tasks should be your first goal, particularly when onboarding new staff. In the time of digital transformation, a cumbersome staffing experience could threaten the well-being of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, companies are migrating more and more to Cloud and Hybrid architectures and removing legacy systems to remain under cost and productive.
Security Expectations

Your customers, staff, suppliers, and partners all anticipate you having modernized security best practices in place that reduce the chance of a breach. Knowledge is power in the this digital generation and your company will be expected to keep it safe without sacrificing the user experience.
Intelligent Decision-Making
Companies should make data-driven decisions while using Business Intelligence tools that empower decision-making with a full view that utilizes multiple data origins and systems.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should need little effort. Mundane tasks should be automated so that human capital can focus on the most important tasks.