In today’s highly competitive business landscape, customer-centricity is a fundamental driver of organisational success. Especially in travel and logistics, where service differentiation is paramount and the relationship between front and back office is vital to delivering world class customer service. Back and front office directly impact each other with the former delivering critical business functions to support the customer-facing front office teams. Ensuring optimisation of these functions is critical to optimal business success.
The back-office bottlenecks facing organisations
Traditionally, front and back-office operations have worked in isolation. often, this has resulted in disjointed customer experiences, operational inefficiencies, and escalations in cost. An absence of seamless coordination between front and back offices can lead to delayed service provision, unresolved customer complaints, and a general deficiency in personalisation. These issues are often attributed to poor coordination between back and front office, inaccessible and siloed data, and suboptimal technology use.
Technologies like AI-powered automation, advanced analytics, machine learning, and cloud computing, among others, have been integral to the travel and logistics industry for some time now. However, continuous smart technology improvements, such as the recent rise of generative AI, means that organisations can continue to make crucial customer experience enhancements with the right technology adoption. Therefore, it’s imperative for organisations to ensure that their back-office processes have evolved and are in sync with these performance-driving technologies, ensuring seamless support and delivering exceptional customer service.
Read the 4-step plan for unprecedented back office performance.