Back Office Modernization in the Age of Digital Transformation

As businesses continue to utilize digitalplatforms to for customer attention and improve the customer experience, we’re beginning to see an alarming trend that negatively impacts legacy organizations in Oklahoma City who’ve been utilizing the same workflows and tools for years.

When businesses 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 important to improve the customer experience and accurately market your products and services, ignoring specific areas that also help clients, merchants, partners, and employees can hinder your capability to provide a seamless experience for all parties.

Our View

In our view, the Back Office is the heart of your company. If your process flow creates bottlenecks, the capacity of your entire business suffers. For example, let’s say a business onboards a new client in minutes but requires a long time to bring on a new employee or partner. That’s a challenge because both your employees' talent and your vendor’s products play a important role in providing exemplary service to the customer. Therefore, if those pieces are not operating efficiently, your client is ultimately the one who suffers. 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 unified intuitively to facilitate the user experience for your workers, making it easier for knowledge workers to utilize more than one tool. By organizing systems so that they’re talking to one another, knowledge workers can avoid double work, make better decisions, and concentrate on more vital tasks.
Purpose Driven Processes

Doing things the way you always have is no longer a valid excuse for dodging change in your organization processes. This inflexible mentality is destructive to any digital transformation or modernization initiative and should be resolved through education on creating job expertise and change administration. Every process should have a designated goal, require the least amount of 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 smooth user experience as it is for your customers. Eliminating swivel chair processes should be your first objective, particularly when hiring new staff. In the era of digital transformation, a cumbersome staffing work flow could diminish the health of your entire organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in adoption, businesses are moving more and more to Cloud and Hybrid architectures and retiring legacy systems to remain under budget and efficient.
Security Expectations

Your customers, employees, merchants, and partners all assume you will have modern security protocols implemented that reduce the risk of a breach. Knowledge is power in the this digital generation and your company will be expected to protect it without sacrificing the user experience.
Intelligent Decision-Making
Companies should make data-based choices while employing Business Intelligence applications that enable decision-making with a 360-degree view that uses multiple data origins and applications.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should involve little manpower. Mundane processes should be automated so that human assets can prioritize the most mission-critical jobs.