Back Office Modernization in the Age of Digital Transformation

As businesses continue to utilize digitalsoftware to for customer attention and improve the buyer journey, we’re beginning to see an alarming trend that hurts legacy organizations in Indianapolis who’ve been utilizing the same protocols and software for decades.

When companies begin the trek toward Digital Transformation, they tend to prioritize customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s critical to improve the customer experience and correctly market your products and services, neglecting other parts of the company that also support customers, suppliers, partners, and workers can inhibit your capacity to provide a smooth experience for everyone involved.

Our View

From our perspective, the Back Office is the cornerstone of your organization. If your workflow creates slow downs, the productivity of your entire company deteriorates. For example, let’s say a company brings on a new customer in minutes but requires a month 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 exemplary service to the customer. Therefore, if those elements are not operating accurately, your customer is ultimately who suffers. Your Front Office can only be as seamless as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected in a logical way to facilitate the user experience for your employees, making it more efficient for knowledge workers to utilize more than one platform. By aligning systems so that they’re talking to one another, knowledge workers can avoid duplicative work, make better choices, 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 dodging change in your business workflows. This stubborn attitude is harmful to any digital transformation or modernization endeavor and should be confronted through education on creating job expertise and change control. Every process should have a designated purpose, require the least manpower, and be aligned with this greater purpose.
A Seamless Experience

It’s just as important for your employees, partners, and suppliers to have a pleasant user experience as it is for your clients. Eliminating unnecessary tasks should be your first goal, particularly when hiring new employees. In the era of digital transformation, a complex onboarding work flow could threaten the well-being of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in utilization, companies are migrating more and more to Cloud and Hybrid frameworks and pulling out legacy systems to remain under cost and dynamic.
Security Expectations

Your customers, workers, merchants, and partners all anticipate you having state-of-the-art security protocols in place that minimize the risk of a breach. Knowledge is power in the this digital age and your company will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-based judgments while employing Business Intelligence applications that enable decision-making with a 360-degree view that uses multiple data origins and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should need little effort. Banal tasks should be automated so that human assets can focus on the most important tasks.