Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitalplatforms to remain competitive and improve the buyer journey, we’re beginning to see an alarming pattern that harms legacy organizations in Pittsburgh who’ve been using the same processes and software for a long time.

When companies begin the journey toward Digital Transformation, they tend to focus on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s important to improve the customer experience and properly market your offerings, neglecting certain departments that also support clients, suppliers, partners, and staff can hinder your ability to provide a efficient experience for everyone.

Our View

In our view, the Back Office is the foundation of your business. If your system creates inefficiencies, the productivity of your entire organization deteriorates. For example, let’s say a organization acquires a new customer in minutes but requires a long time to train a new employee or supplier. That’s a challenge because both your employees' skills and your partner’s products play a vital role in providing exemplary service to the customer. Therefore, if those pieces are not operating efficiently, your customer 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 connected intuitively to aid in the user experience for your employees, making it more efficient for knowledge workers to utilize more than one tool. By aligning systems so that they’re talking to one another, knowledge workers can avoid duplicative work, make smarter judgments, and focus on more vital tasks.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a good reason for dodging change in your organization workflows. This unyielding mentality is destructive to any digital transformation or modernization goal and should be confronted through education on creating task expertise and change management. Every job should have a stated objective, require the least manpower, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as important for your staff, partners, and merchants to have a seamless user experience as it is for your customers. Eliminating unnecessary processes should be your first objective, particularly when staffing new employees. In the age of digital transformation, a tedious hiring experience could diminish the well-being of your entire organization.
Cloud, SaaS, Hybrid Transition

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

Your clients, workers, vendors, and partners all anticipate you having modernized security best practices implemented that reduce the chance of a breach. Knowledge is power in the this digital age and your company will be expected to defend it without hurting the user experience.
Intelligent Decision-Making
Businesses should make data-driven decisions while employing Business Intelligence software that enable decision-making with a birds-eye view that leverages multiple data origins and systems.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should involve nominal manpower. Mundane jobs should be automated so that human capital can concentrate on the most vital work.