Back Office Modernization in the Age of Digital Transformation

As companies continue to take advantage of digitalsoftware to for customer attention and improve the customer journey, we’re beginning to see an alarming trend that harms legacy organizations in El Paso who’ve been using the same processes and tools for decades.

When organizations begin the journey toward Digital Transformation, they tend to concentrate on customer-facing departments like Sales, Customer Service, and Marketing and neglect the Back Office. While it’s vital to improve the buyer journey and properly market your products and services, forgetting about certain areas that also help clients, vendors, partners, and workers can hinder your ability to provide a seamless experience for all parties.

Our View

In our view, the Back Office is the heart of your organization. If your process flow creates inefficiencies, the capacity of your entire business deteriorates. For example, let’s say a organization onboards a new client in minutes but requires several weeks to train a new employee or vendor. That’s a challenge because both your employees' skills and your vendor’s products play a vital role in providing exemplary service to the customer. Therefore, if those elements are not operating smoothly, your client is ultimately the one who pays the price. Your Front Office can only be as capable as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated logically to facilitate the user experience for your workers, making it smoother for knowledge workers to use more than one tool. By aligning systems so that they’re interacting with one another, knowledge workers can avoid double work, make wiser choices, and prioritize more important priorities.
Purpose Driven Processes

Doing it the way you’ve always done it is no longer a valid excuse for shunning change in your company workflows. This inflexible attitude is harmful to any digital transformation or modernization goal and should be resolved through education on creating job expertise and change control. Every job should have a stated objective, require minimal effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as critical for your employees, partners, and suppliers to have a pleasant user experience as it is for your clients. Eliminating swivel chair jobs should be your first priority, particularly when staffing new employees. In the era of digital transformation, a complex onboarding process could hurt the well-being of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in utilization, businesses are moving more and more to Cloud and Hybrid frameworks and retiring legacy systems to remain cost-effective and dynamic.
Security Expectations

Your clients, workers, vendors, and partners all expect you to have modern security protocols implemented that minimize the possibility of a breach. Knowledge is power in the this digital era and your organization will be expected to protect it without hurting the user experience.
Intelligent Decision-Making
Companies should make data-based decisions while utilizing Business Intelligence software that empower decision-making with a birds-eye view that leverages multiple data sources and tools.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should need nominal effort. Day-to-day tasks should be automated so that human capital can focus on the most mission-critical work.