Back Office Modernization in the Age of Digital Transformation

As companies continue to take advantage of digitalsoftware to remain competitive and improve the buyer journey, we’re beginning to see an alarming pattern that hurts legacy organizations in St. Petersburg who’ve been using the same workflows and software for decades.

When organizations begin the voyage toward Digital Transformation, they tend to focus on 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 parts of the company that also help customers, suppliers, partners, and workers can hurt your ability to provide a seamless experience for all parties.

Our View

In our view, the Back Office is the cornerstone of your company. If your process flow creates slow downs, the capacity of your entire organization pays for it. For example, let’s say a business acquires a new customer in minutes but requires a long time to spin up a new employee or vendor. That’s an issue because both your employees' abilities and your supplier’s products play a crucial role in providing exemplary service to the customer. Therefore, if those pieces are not operating accurately, your client is ultimately who pays the price. Your Front Office can only be as seamless as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated logically to facilitate the user experience for your employees, making it more efficient for knowledge workers to use more than one platform. By aligning systems so that they’re communicating with one another, knowledge workers can avoid double work, make smarter judgments, and prioritize more vital priorities.
Purpose Driven Processes

Doing things the way you always have is no longer a valid excuse for dodging change in your company processes. This stubborn mentality is harmful to any digital transformation or modernization endeavor and should be confronted through education on creating task competence and change control. Every task should have a specific purpose, require the least amount of effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as critical for your staff, partners, and suppliers to have a pleasant user experience as it is for your customers. Eliminating swivel chair tasks should be your first goal, particularly when hiring new employees. In the era of digital transformation, a complex onboarding experience could threaten the livelihood of your whole company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, organizations are moving more and more to Cloud and Hybrid structures and pulling out legacy systems to remain under budget and dynamic.
Security Expectations

Your customers, employees, suppliers, and partners all anticipate you having state-of-the-art security protocols implemented that minimize the chance of a breach. Knowledge is power in the this digital age and your business will be expected to defend it without sacrificing the user experience.
Intelligent Decision-Making
Companies should make data-based choices while utilizing Business Intelligence software that facilitate decision-making with a 360-degree view that uses multiple data authors and systems.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should involve nominal manpower. Mundane processes should be automated so that staff can concentrate on the most mission-critical work.