Back Office and Operations


Today, almost every company must address processes such as technical support, customer service, and other administrative tasks. These processes fall under the heading of back office and operations, and for many organizations, they account for a high percentage of overall operating costs. Those costs—combined with volatile global economic conditions and fierce competition for markets and business segments—are forcing companies to constantly improve back office and operations processes to better address their specific needs, reduce costs, and increase productivity and profitability.
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Companies in a variety of industries are also facing specific challenges that require them to improve their back office and operations processes. These include
  • effectively supporting all business operations and back-office processes;
  • improving the performance of back-office processes in a way that maintains or reduces costs and increases return on investment (ROI);
  • maintaining the quality of general operational process to ensure that all operational information generated by various business areas (sales, finance, accounting, human resources, etc.) will be processed, maintained, protected, and communicated accurately and on time; and
  • encouraging productivity improvements and process integration throughout the organization.
Companies can overcome these obstacles by using software solutions designed specifically for back-office and operations processes. These include accounting systems, business process management (BPM) systems, enterprise incentive management (EIM) systems, financials systems, human resources (HR) systems, enterprise asset management (EAM) or computerized maintenance management system (CMMS) software, learning management systems (LMSs), regulatory and compliance systems, and project portfolio management (PPM) systems—all with specialized functionality for specific departments.

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