What Is The Back-Office And Why Should I Care?
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.
Learn How to Create a Modern Back-Office
Automate for Impact: Your Back Office Operations
The Back Office of the Future is Here
Why should you simplify, modernize and automate management processes in the back office? So you can gain improvements in quality, productivity, and revenue.
Where to Start: Desktop and Process Automation
The first step in your back-office journey is visibility into how work is being done. This insight enables transformation and automation.
Guardian Life Modernized Its Back-Office Operations
Guardian gained insight into how work was processed and how employees were performing; helping them improve capacity by 10% to 15% and reduce overtime by 30%.
Deliver Visibility and Control
Remember the saying, You can’t manage what you don’t measure? Most back-office operations today struggle to get real-time performance metrics due to old, disconnected systems and back-office operational silos. Now imagine if you could:
- Understand your true capacity to get more work done with the same team with less overtime.
- Deliver goods and services to customers accurately, on time, the first time.
- Automate and streamline processes to meet regulatory requirements.
Modern back offices don’t just imagine it, they do it.
Measurable Metrics
The era of the spreadsheet-powered back office is over. Modern back offices capture real-time data to understand who is doing what, when, and for how long. They translate data into measurable metrics that drive behaviours and outcomes.
- Increase Employee Productivity
- Meet Service Levels Goals
- Improve and Automate Management Processes
