Back Office Modernization in the Age of Digital Transformation

As businesses continue to utilize digitalplatforms to maintain competitive advantage and improve the buyer journey, we’re seeing an alarming pattern that hurts legacy organizations in Lincoln who’ve been working with the same protocols and technology for a long time.

When companies begin the trek toward Digital Transformation, they tend to prioritize customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s critical to improve the customer journey and properly market your offerings, ignoring specific areas that also help clients, suppliers, partners, and staff can hinder your capacity to provide a smooth experience for everyone involved.

Our View

In our view, the Back Office is the cornerstone of your business. If your workflow creates slow downs, the capacity of your entire business deteriorates. For example, let’s say a company acquires a new customer in minutes but requires several weeks to bring on a new employee or partner. That’s an issue because both your employees' abilities and your vendor’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 the one who is disadvantaged. Your Front Office can only be as seamless as your Back Office, and both must be included in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are connected in a logical way to aid in 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 talking to one another, knowledge workers can avoid duplicative work, make wiser decisions, 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 avoiding change in your organization processes. This stubborn mindset is detrimental to any digital transformation or modernization initiative and should be challenged through education on creating task competence and change administration. Every process should have a designated objective, require the least amount of effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as important for your workers, partners, and vendors to have a seamless user experience as it is for your customers. Eliminating swivel chair processes should be your first goal, particularly when onboarding new employees. In the age of digital transformation, a complex hiring work flow could threaten the well-being of your entire business.
Cloud, SaaS, Hybrid Transition

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

Your clients, workers, vendors, and partners all anticipate you having modernized security best practices active that lessen the possibility of a breach. Knowledge is power in the this digital era and your business will be expected to keep it safe without hurting the user experience.
Intelligent Decision-Making
Organizations should make data-centric decisions while utilizing Business Intelligence applications that enable decision-making with a birds-eye view that leverages multiple data authors and tools.
Task Automation

In the time146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should require nominal manpower. Banal processes should be automated so that human capital can prioritize the most vital jobs.