Back Office Modernization in the Age of Digital Transformation

As businesses continue to leverage digitalplatforms to for customer attention and improve the customer journey, we’re seeing an alarming pattern that negatively impacts legacy organizations in Tulsa who’ve been utilizing the same workflows and tools for years.

When organizations begin the trek toward Digital Transformation, they tend to concentrate on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s critical to improve the customer experience and properly market your services, ignoring certain areas that also service customers, vendors, partners, and workers can inhibit your capability to provide a seamless experience for all parties.

Our View

In our view, the Back Office is the cornerstone of your organization. If your workflow creates bottlenecks, the productivity of your entire organization pays for it. For example, let’s say a company onboards a new client in minutes but requires a month to train a new employee or vendor. That’s an issue because both your employees' talent and your supplier’s products play a vital role in providing excellent service to the customer. Therefore, if those elements are not operating smoothly, your customer is ultimately the one who pays the price. Your Front Office can only be as seamless as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are unified in a logical way to facilitate the user experience for your staff, 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 double work, make wiser judgments, and concentrate on more important tasks.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid reason for shunning change in your business workflows. This stubborn mindset is harmful to any digital transformation or modernization goal and should be confronted through education on creating job competence and change management. Every process should have a stated objective, require the least manpower, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as vital for your workers, partners, and suppliers to have a seamless user experience as it is for your clients. Eliminating swivel chair processes should be your first priority, particularly when hiring new employees. In the time of digital transformation, a cumbersome hiring experience could threaten the livelihood of your whole organization.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in use, organizations are switching more and more to Cloud and Hybrid frameworks and retiring legacy systems to remain cost-effective and dynamic.
Security Expectations

Your customers, workers, vendors, and partners all anticipate you having modernized security best practices active that reduce the chance of a breach. Knowledge is power in the this digital generation and your company will be expected to defend it without diminishing the user experience.
Intelligent Decision-Making
Businesses should make data-based judgments while employing Business Intelligence applications that empower decision-making with a 360-degree view that leverages multiple data authors and tools.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should need minimal human intervention. Day-to-day processes should be automated so that staff can concentrate on the most mission-critical work.