Back Office Modernization in the Age of Digital Transformation

As businesses continue to leverage digitalplatforms to remain competitive and improve the buyer journey, we’re beginning to see an alarming pattern that harms legacy organizations in Riverside who’ve been utilizing the same processes and software for years.

When businesses begin the voyage toward Digital Transformation, they tend to prioritize customer-facing departments like Marketing, Sales, and Customer Service and neglect the Back Office. While it’s vital to improve the buyer journey and accurately market your products and services, ignoring certain departments that also help customers, vendors, partners, and employees can inhibit your capability to provide a seamless experience for everyone.

Our View

From our perspective, the Back Office is the heart of your business. If your workflow creates inefficiencies, the yield of your entire organization pays for it. For example, let’s say a company acquires a new customer in minutes but requires a month to onboard a new employee or vendor. That’s a problem because both your employees' talent and your vendor’s products play a crucial role in providing exemplary service to the customer. Therefore, if those elements are not operating accurately, your client is ultimately the one who is disadvantaged. Your Front Office can only be as efficient as your Back Office, and both must be considered during a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are unified in a logical way to facilitate the user experience for your staff, making it smoother for knowledge workers to access more than one platform. By arranging systems so that they’re communicating with one another, knowledge workers can avoid double work, make wiser choices, and prioritize more important tasks.
Purpose Driven Processes

Doing things the way you always have is no longer a valid reason for avoiding change in your company protocols. This unyielding mindset is destructive to any digital transformation or modernization goal and should be confronted through education on creating job expertise and change management. Every task should have a designated goal, require the least amount of 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 customers. Eliminating inefficient jobs should be your first objective, particularly when onboarding new hires. In the age of digital transformation, a complex onboarding experience could diminish the health of your whole business.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS platforms are increasing in use, businesses are moving more and more to Cloud and Hybrid architectures and pulling out legacy systems to remain under budget and efficient.
Security Expectations

Your clients, staff, suppliers, and partners all assume you will have modern security protocols in place that minimize the possibility of a breach. Knowledge is power in the this digital generation and your business will be expected to keep it safe without hurting the user experience.
Intelligent Decision-Making
Organizations should make data-centric choices while utilizing Business Intelligence applications that facilitate decision-making with a 360-degree view that leverages multiple data authors and systems.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, preparing invoices or purchase orders should need nominal manpower. Day-to-day jobs should be automated so that staff can prioritize the most vital jobs.