Back Office Modernization in the Age of Digital Transformation

As organizations continue to utilize digitalsoftware to maintain competitive advantage and improve the customer experience, we’re starting to see an alarming tendency that hurts legacy organizations in Milwaukee who’ve been working with the same processes and software for a long time.

When businesses begin the voyage 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 properly market your products and services, neglecting specific parts of the company that also help clients, vendors, partners, and workers can hinder your capacity to provide a efficient experience for everyone.

Our View

In our view, the Back Office is the heart of your business. If your workflow creates bottlenecks, the capacity of your entire company deteriorates. For example, let’s say a business onboards a new customer in minutes but requires a month to train a new employee or vendor. That’s a problem because both your employees' abilities and your supplier’s products play a crucial role in providing excellent service to the customer. Therefore, if those components are not operating accurately, your client is ultimately who is disadvantaged. 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 support the user experience for your employees, making it easier for knowledge workers to access more than one platform. By organizing systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make smarter judgments, and concentrate on more important tasks.
Purpose Driven Processes

Doing things the way you always have is no longer a valid excuse for dodging change in your business workflows. This unyielding mentality is detrimental to any digital transformation or modernization initiative and should be confronted through education on creating work competence and change control. Every task should have a stated objective, require minimal effort, and be aligned with this greater goal.
A Seamless Experience

It’s just as vital for your employees, partners, and vendors to have a seamless user experience as it is for your customers. Eliminating inefficient processes should be your first priority, particularly when onboarding new employees. In the time of digital transformation, a cumbersome hiring process could hurt the well-being of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, organizations are switching more and more to Cloud and Hybrid structures and removing legacy systems to remain under cost and efficient.
Security Expectations

Your customers, employees, suppliers, and partners all anticipate you having state-of-the-art security protocols implemented that lessen the chance of a breach. Knowledge is power in the this digital generation and your company will be expected to protect it without hurting the user experience.
Intelligent Decision-Making
Companies should make data-driven decisions while using Business Intelligence tools that empower decision-making with a birds-eye view that uses multiple data authors and systems.
Task Automation

In the age146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should require minimal manpower. Mundane processes should be automated so that staff can prioritize the most mission-critical tasks.