Back Office Modernization in the Age of Digital Transformation

As organizations continue to leverage digitalplatforms to maintain competitive advantage and improve the customer journey, we’re seeing an alarming tendency that hurts legacy organizations in Cincinnati who’ve been utilizing the same processes and technology for decades.

When organizations begin the trek toward Digital Transformation, they tend to concentrate on customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s important to improve the customer experience and correctly market your products and services, neglecting certain departments that also service customers, merchants, partners, and staff can hinder your capacity to provide a seamless experience for all parties.

Our View

In our view, the Back Office is the cornerstone of your company. If your workflow creates inefficiencies, the capacity of your entire organization deteriorates. For example, let’s say a organization brings on a new client in minutes but requires several weeks to bring on a new employee or vendor. 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 smoothly, your client is ultimately the one who suffers. 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 connected in a logical way to aid in the user experience for your employees, making it smoother for knowledge workers to access more than one tool. By aligning systems so that they’re talking to one another, knowledge workers can avoid extra work, make better decisions, and concentrate on more critical work.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a good reason for dodging change in your company protocols. This unyielding attitude is harmful to any digital transformation or modernization goal and should be resolved through education on creating work expertise and change control. Every job should have a specific purpose, require the least amount of effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as important for your workers, partners, and merchants to have a seamless user experience as it is for your customers. Eliminating swivel chair tasks should be your first objective, particularly when staffing new staff. In the era of digital transformation, a complex staffing work flow could diminish the livelihood of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in utilization, companies are moving more and more to Cloud and Hybrid architectures and removing legacy systems to remain under cost and efficient.
Security Expectations

Your clients, employees, vendors, and partners all assume you will have modernized security best practices in place that minimize the chance of a breach. Knowledge is power in the this digital generation and your organization will be expected to defend it without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-based choices while employing Business Intelligence software that enable decision-making with a 360-degree view that utilizes multiple data origins and systems.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should involve nominal manpower. Mundane jobs should be automated so that human capital can focus on the most vital jobs.