Back Office Modernization in the Age of Digital Transformation

As organizations continue to utilize digitalplatforms to maintain competitive advantage and improve the customer experience, we’re starting to see an alarming trend that hurts legacy organizations in Laredo who’ve been utilizing the same protocols and technology for decades.

When organizations 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 vital to improve the buyer journey and accurately market your offerings, ignoring other areas that also service customers, merchants, partners, and staff can inhibit your capability to provide a seamless experience for all parties.

Our View

In our view, the Back Office is the heart of your business. If your workflow creates slow downs, the capacity of your entire organization deteriorates. For example, let’s say a company onboards a new customer in minutes but requires a long time to bring on a new employee or partner. That’s an issue because both your employees' talent and your partner’s products play a important role in providing exemplary service to the customer. Therefore, if those elements are not operating smoothly, your customer is ultimately who pays the price. Your Front Office can only be as capable as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected in a logical way to support the user experience for your employees, making it smoother for knowledge workers to utilize more than one platform. By aligning systems so that they’re communicating with one another, knowledge workers can avoid duplicative work, make smarter decisions, and concentrate on more important priorities.
Purpose Driven Processes

Doing things the way you always have is no longer a good reason for avoiding change in your organization processes. This unyielding mindset is harmful to any digital transformation or modernization goal and should be challenged through education on creating job expertise and change administration. Every job should have a designated objective, require minimal effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as important for your employees, partners, and suppliers to have a seamless user experience as it is for your clients. Eliminating unnecessary jobs should be your first priority, particularly when onboarding new staff. In the age of digital transformation, a tedious staffing process could threaten the well-being of your whole organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in use, businesses are moving more and more to Cloud and Hybrid architectures and pulling out legacy systems to remain under cost and dynamic.
Security Expectations

Your customers, workers, vendors, and partners all anticipate you having modern security protocols active that minimize the risk of a breach. Knowledge is power in the this digital age and your organization will be expected to defend it without sacrificing the user experience.
Intelligent Decision-Making
Businesses should make data-driven choices while utilizing Business Intelligence applications that empower decision-making with a full view that uses multiple data sources and tools.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should require minimal human intervention. Banal jobs should be automated so that human capital can prioritize the most vital jobs.