Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitalplatforms to remain competitive and improve the customer experience, we’re beginning to see an alarming tendency that hurts legacy organizations in Aurora who’ve been using the same protocols and technology for a long time.

When organizations begin the journey 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 critical to improve the buyer journey and properly market your products and services, forgetting about certain parts of the company that also service customers, suppliers, partners, and employees can hinder your capacity to provide a seamless experience for everyone.

Our View

In our humble opinion, the Back Office is the cornerstone of your organization. If your system creates slow downs, the productivity of your entire organization pays for it. For example, let’s say a company acquires a new customer in minutes but requires several weeks to onboard a new employee or vendor. That’s a challenge because both your employees' talent and your vendor’s products play a vital role in providing exemplary service to the customer. Therefore, if those elements are not operating efficiently, 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 connected intuitively to aid in the user experience for your workers, making it easier for knowledge workers to utilize more than one tool. By aligning systems so that they’re interacting with one another, knowledge workers can avoid duplicative work, make smarter decisions, and focus 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 organization workflows. This stubborn mentality is detrimental to any digital transformation or modernization goal and should be resolved through education on creating task efficiency and change management. Every process should have a specific objective, require the least manpower, and be aligned with this greater goal.
A Seamless Experience

It’s just as critical for your workers, partners, and vendors to have a smooth user experience as it is for your clients. Eliminating unnecessary tasks should be your first goal, particularly when hiring new employees. In the era of digital transformation, a complex onboarding process could diminish the livelihood of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in adoption, businesses are migrating more and more to Cloud and Hybrid frameworks and removing legacy systems to remain cost-effective and dynamic.
Security Expectations

Your clients, employees, merchants, and partners all assume you will have modern security protocols implemented that reduce the chance of a breach. Knowledge is power in the this digital generation and your organization will be expected to keep it safe without hurting the user experience.
Intelligent Decision-Making
Businesses should make data-based decisions while utilizing Business Intelligence applications that facilitate decision-making with a birds-eye view that utilizes multiple data origins and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should require little human intervention. Banal jobs should be automated so that human assets can concentrate on the most mission-critical work.