The back office is the non-customer facing, operational areas of a company. These operational areas are typically organized into administrative functions, such as Finance and Accounting, HR, IT, and procurement, and customer support functions, such as account management, transaction/order processing, and industry specific functions such as insurance claims or loan operations.
The back-office has a direct impact on operational costs and customer experience. The more efficient your operations, the lower your costs will be. The faster and more accurately you process the requests of your customers, the higher their satisfaction and engagement.
We’ve written a guide that explains the difference between traditional and modern back offices, including the roles, industries, challenges and benefits of each.