Back Office Operations: How Can You Balance Cost and Service?
By creating a modern back office. Learn where to start, how to measure success, and what better looks like.
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. Watch the Video.
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. Watch the Video.
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%. Watch the Video.
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 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.
Below are three real-life back-office success stories.
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 behaviors and outcomes.
Increase Employee Productivity
What’s the difference between employee productivity versus “amount of work produced?” Read: Your Workforce: An Underperforming Asset?
Meet Service Levels Goals
See how NHS BSA increased capacity by 29 percent, resulting in faster turnaround times and reduced outstanding work.
Improve and Automate Management Processes
Robotic Process Automation (RPA) can help reduce back-office costs and improve compliance, quality, and productivity. How do you decide what to automate? Read Prioritizing Processes for Automation.
Back-Office Solutions to Help You Succeed
Desktop and Process Analytics: Facilitate compliance and data privacy requirements. Gain real-time visibility into desktop activities. Improve employee productivity, reduce back-office costs and enhance your CX.
Performance Management: Capture and aggregate employee performance data across multiple back-office systems while providing a unified framework of scorecards and dashboards for tracking, performance; giving employees the real-time feedback they crave.
Work Manager: Automate the allocation of work, using historic and predictive intelligence to enhance employee productivity, speed turnaround times and meet service goals in complex back-office transaction processing environments.
Robotic Process Automation: Automate tasks and processes to improve employee productivity, cut costs, reduce errors, and offload repetitive, rules-based tasks so back-office employees can focus on more value-added work; increasing engagement and job satisfaction.
Workforce Management: Reduce the risk of overstaffing, overtime, and shrinkage in the back office by automating forecasting and scheduling and intraday workload balancing to maximize resource utilization while providing employees with schedules and flexibility need.