Back Office Modernization in the Age of Digital Transformation

As companies continue to take advantage of digitalplatforms to remain competitive and improve the customer experience, we’re starting to see an alarming trend that harms legacy organizations in Philadelphia who’ve been utilizing the same processes and tools for decades.

When businesses begin the journey toward Digital Transformation, they tend to prioritize customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s critical to improve the buyer journey and accurately market your products and services, forgetting about other parts of the company that also support clients, merchants, partners, and workers can hinder your capacity to provide a smooth experience for everyone.

Our View

In our view, the Back Office is the heart of your business. If your workflow creates slow downs, the productivity of your entire organization pays for it. For example, let’s say a organization acquires a new client in minutes but requires a long time to onboard a new employee or partner. That’s a challenge because both your employees' talent and your partner’s products play a important 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 efficient as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated logically to aid in the user experience for your workers, making it easier for knowledge workers to utilize more than one system. By aligning systems so that they’re interacting with one another, knowledge workers can avoid extra work, make better decisions, and focus on more critical work.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid excuse for avoiding change in your business protocols. This unyielding mindset is detrimental to any digital transformation or modernization endeavor and should be challenged through education on creating work expertise and change administration. Every process should have a specific goal, require the least amount of effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as important for your staff, partners, and suppliers to have a smooth user experience as it is for your clients. Eliminating inefficient jobs should be your first goal, particularly when onboarding new staff. In the time of digital transformation, a complex onboarding experience could hurt the livelihood of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in utilization, businesses are switching more and more to Cloud and Hybrid frameworks and retiring legacy systems to remain under budget and productive.
Security Expectations

Your customers, workers, merchants, and partners all assume you will have state-of-the-art security protocols active that reduce the risk of a breach. Knowledge is power in the this digital era and your organization will be expected to protect it without diminishing the user experience.
Intelligent Decision-Making
Businesses should make data-based judgments while using Business Intelligence applications that empower decision-making with a birds-eye view that uses multiple data sources and applications.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should require minimal effort. Banal tasks should be automated so that human capital can concentrate on the most mission-critical jobs.