Back Office Modernization in the Age of Digital Transformation

As companies continue to utilize digitalplatforms to remain competitive and improve the customer journey, we’re seeing an alarming trend that harms legacy organizations in San Antonio who’ve been utilizing the same processes and technology for a long time.

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 experience and accurately market your products and services, forgetting about specific parts of the company that also service clients, suppliers, partners, and workers can hurt your ability to provide a efficient experience for everyone.

Our View

From our perspective, the Back Office is the heart of your company. If your process flow creates bottlenecks, the yield of your entire business pays for it. For example, let’s say a company acquires a new customer in minutes but requires several weeks to bring on a new employee or vendor. That’s an issue because both your employees' abilities and your partner’s products play a critical role in providing exceptional service to the customer. Therefore, if those components are not operating accurately, your customer is ultimately the one who is disadvantaged. Your Front Office can only be as capable as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated in a logical way to facilitate the user experience for your staff, making it more efficient for knowledge workers to access more than one system. By arranging systems so that they’re talking to one another, knowledge workers can avoid double work, make wiser judgments, and focus on more critical work.
Purpose Driven Processes

Doing things the way you always have is no longer a good reason for dodging change in your company processes. This inflexible attitude is destructive to any digital transformation or modernization goal and should be challenged through education on creating work efficiency and change control. Every job should have a designated objective, require the least manpower, and be aligned with this greater goal.
A Seamless Experience

It’s just as critical for your staff, partners, and merchants to have a smooth user experience as it is for your customers. Eliminating swivel chair processes should be your first priority, particularly when onboarding new hires. In the time of digital transformation, a tedious hiring experience could hurt the health of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, organizations are migrating more and more to Cloud and Hybrid architectures and retiring legacy systems to remain cost-effective and productive.
Security Expectations

Your clients, employees, merchants, and partners all assume you will have modernized security best practices implemented that minimize the possibility of a breach. Knowledge is power in the this digital era and your business will be expected to protect it without diminishing the user experience.
Intelligent Decision-Making
Businesses should make data-driven decisions while utilizing Business Intelligence software that empower decision-making with a 360-degree view that uses multiple data authors and systems.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve little human intervention. Mundane processes should be automated so that human capital can prioritize the most important jobs.