You’ve probably been through this at least once: a company spends a lot of energy telling you about all the benefits its services offer, and you convert to a customer.
Then you come across a technical error, or you have a question, or you need access to some important info.
But when you contact them, they make you wait, they run through a script, they make you wait some more, they refer you to a bunch of different places and they come back with just enough of an answer to calm you down until the problem inevitably rears its head again.
Most companies excel at putting Band-Aids on the problem, covering it up. The companies that actually do any healing have one thing in common: their back offices are running smoothly. You can never be secure internally, let alone in your relationships with your customers, if your back office workflow isn’t consistent and systematic. One way to ensure that kind of workflow is by integrating a SaaS Document Management System across various departments.
It’s easy to let “human resources”, “accounts payable”, and “invoice processing” become synonymous with tedious, unnecessarily difficult grunt work that prevents us from doing the work that matters to us. But when we send our staff to go about the work with that mentality, it devalues the structural necessity of the back office.
The back office is essentially what keeps your company from caving in on itself. That’s pretty much a platitude, so it’s surprising how so many organizations still manage to completely undermine their back office operations, instead pouring most of their resources into what makes them look good to their customers and prospects (sometimes just the latter).
Whatever system you choose to make your back office more efficient (DMS or otherwise), always keep your customer relationships in mind. If everything behind the scenes is working as it should, everything at the forefront will be even better for your customers.