Back Office Modernization in the Age of Digital Transformation

As organizations continue to take advantage of digitaltools to maintain competitive advantage and improve the customer experience, we’re beginning to see an alarming trend that hurts legacy organizations in Henderson who’ve been working with the same workflows and technology for years.

When companies begin the journey toward Digital Transformation, they tend to prioritize customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s critical to improve the customer journey and accurately market your products and services, forgetting about other departments that also service clients, suppliers, partners, and employees can inhibit your ability to provide a seamless experience for everyone.

Our View

In our view, the Back Office is the foundation of your organization. If your process flow creates inefficiencies, the yield of your entire organization deteriorates. For example, let’s say a business brings on a new customer in minutes but requires a long time to bring on a new employee or supplier. That’s an issue because both your employees' talent and your partner’s products play a important role in providing exceptional service to the customer. Therefore, if those pieces are not operating smoothly, your client is ultimately who is disadvantaged. Your Front Office can only be as capable as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated intuitively to facilitate the user experience for your workers, making it easier for knowledge workers to utilize more than one platform. By organizing systems so that they’re talking to one another, knowledge workers can avoid extra work, make better choices, and concentrate on more critical work.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a good reason for shunning change in your company workflows. This unyielding mentality is harmful to any digital transformation or modernization endeavor and should be confronted through education on creating job efficiency and change administration. Every job should have a designated objective, require minimal effort, and be aligned with this greater purpose.
A Seamless Experience

It’s just as important for your employees, partners, and suppliers to have a seamless user experience as it is for your customers. Eliminating unnecessary tasks should be your first objective, particularly when hiring new employees. In the time of digital transformation, a complex hiring work flow could hurt the well-being of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS applications are increasing in adoption, companies are moving more and more to Cloud and Hybrid structures and retiring legacy systems to remain cost-effective and productive.
Security Expectations

Your customers, workers, vendors, and partners all expect you to have modernized security best practices implemented that lessen the chance of a breach. Knowledge is power in the this digital generation and your company will be expected to defend it without hurting the user experience.
Intelligent Decision-Making
Businesses should make data-driven decisions while using Business Intelligence tools that facilitate decision-making with a full view that uses multiple data sources and tools.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, processing invoices or purchase orders should involve minimal human intervention. Day-to-day processes should be automated so that human assets can prioritize the most mission-critical jobs.