The back office usually has two main tasks:
- Deliver or provide products and services quickly and accurately, according to customer expectations
- to carry out the above tasks at the lowest possible cost
Balancing performance and cost is a constant struggle, especially because there has been little investment in modernizing systems and processes in the back office in the past.
The optimized back office
In the optimized back office, there are uniform specifications and management processes for recording, measuring and controlling key performance indicators.
The specifications help organizations:
| the control of the day-to-day business to simplify with real-time data, standard dashboards and transparency in terms of tasks, employees and processes | Systems and workflows to modernize to reduce the manual effort manual effort and the work of managers and employees facilitate | important management processes to automate, such as work distribution, resource planning and the monitoring of service level |
The challenges in the back office:
| OPERATIONAL SILOS | OBSOLETE SYSTEMS | PERFORMANCE DATA FROM EMPLOYEES |
|---|---|---|
| There are different teams in the back office, functional areas and departments. Each tends to work independently of each other and with their own tools and processes to control employees and tasks. Since they invest a lot of time and effort in the development of their tools, they are slow to adopt new solutions reluctantly and hardly change their ways of working. These operational silos prevent the work from being work efficiently and done in a timely manner. | Manual processes and legacy core systems require time to gather, assemble and distribute them. Their completion is then determined on the basis of individual or team team goals rather than the service the service target promised to the customer was promised. In addition, it is difficult for managers to to recognize which data is which data is critical to a business outcome when they are working working with multiple systems. This lack of automation can lead to delays and errors that can impact customer satisfaction, costs costs and efficiency in day-to-day business. | Many companies are unable to capture employee activities and map them to individual, team, and organizational goals. As a result, employees have difficulty recognizing their potential for improvement and managers do not get the data they need to coach their coach their team effectively. This can dampen employee engagement dampen employee engagement with the result that they become disengaged due to lack of transparency and leadership, they do not succeed. |
“Silos impede the flow of information within an organization, undermine process efficiency, and lead to lasting frustration when trying to achieve high customer engagement with all departments.”
How to solve your common problems:
| Simplify the management of day-to-day business | Modernisieren Sie den Arbeitsplatz von Führungskräften und Mitarbeitern | Automatisieren Sie Steuerungsprozesse |
|---|---|---|
| – Leverage real-time operational data to accelerate decision making. – Increase visibility with a centralized, standardized dashboard that provides information about day-to-day operations and key performance metrics. – View tasks, people, and processes holistically and end-to-end. | – Provide real-time performance data to your employees. – Free executives from tedious, manual tasks and report generation so they can focus on coaching and generating business value. – Educate your leaders in best-in-class management methods. | – Record, prioritize and distribute tasks to qualified employees. – Forecast the volume of work and create resource plans. – Distribute tasks throughout the day. – Assign employees to different teams to maximize capacity. |
