The financial back office is the powerhouse of any business, driving operations, efficiency, and more, all behind the scenes. Yet, it’s often overlooked when it comes to tech upgrades. While customer-facing technologies tend to get the most attention, implementing new technology in your back office can yield significant rewards. But how do you go about measuring the success of these initiatives? It’s not always as simple as looking at the bottom line.
KPIs
While cost reduction is a key driver, focusing solely on immediate savings can paint an incomplete picture for your organization. True success is measured in a way that considers both quantitative and qualitative improvements. Here are some different KPIs for measuring the success of new technology:
Efficiency & Productivity
- Processing time: Measure the time taken for tasks like invoice processing, account reconciliation, and report generation. Look for significant reductions in any of these areas.
- Error rates: Has the technology reduced manual errors and improved accuracy in data entry, reporting, and compliance tasks?
- Automation rate: What percentage of previously manual tasks are now automated? This indicates increased efficiency and frees up staff for higher-value work.
Cost Optimization
- Cost per transaction: Calculate the cost of processing a single transaction. A decrease signals improved cost-efficiency.
- Return on investment (ROI): Measure the financial return on your technology investment over time, factoring in implementation costs, training, and ongoing maintenance.
- Resource allocation: Analyze how staff time is being utilized. Are employees spending less time on mundane tasks and more time on strategic initiatives?
Employee Satisfaction & Risk Mitigation
- Employee satisfaction surveys: Gauge employee feedback on the new technology. Are they finding it user-friendly, efficient, and helpful?
- Compliance adherence: Monitor adherence to regulatory requirements. Does the technology improve data security, audit trails, and reporting accuracy?
- Reduced risk: Assess the impact on operational risks like fraud, data breaches, and human error.
Vendor Satisfaction & Onboarding
Technology like vendor portals and automated onboarding workflows can significantly impact vendor relationships. Here’s how to measure success from your vendors:
- Onboarding time: Track the time it takes to onboard new vendors. Has the new technology streamlined this process?
- Vendor satisfaction surveys: Gather feedback from vendors on their experience with your portal and onboarding process. Are they finding it easy to use and navigate?
- Portal adoption rate: Measure the percentage of vendors actively using the portal. High adoption indicates a valuable tool for both parties.
- Communication efficiency: Assess whether the technology has improved communication and collaboration with vendors. Are issues resolved faster?
- Data accuracy: Has the technology reduced errors and improved the accuracy of vendor data?
Beyond the Numbers
While these KPIs provide valuable data, don’t overlook the qualitative benefits:
- Improved decision-making: Does the new technology provide better data visibility, reporting, and analytics to support informed decision-making?
- Increased agility: Is your back office more adaptable to change and respond quickly to new demands and market conditions?
- Enhanced collaboration: Does the technology foster better communication and collaboration within the back office and with other departments?
Choosing the Right Technology
The specific KPIs you track will depend on the technology implemented and your organization’s goals. Investing in your financial back office is an investment in your company’s future. By tracking the right KPIs and looking beyond immediate cost savings when measuring success, you can demonstrate the true value of new technology and ensure it’s driving your business toward greater efficiency, accuracy, and success.
Ready to get started with new technology? ICG can help! We offer back-office solutions for all different industries, business structures, and ERPs. ICG’s solutions are also configurable to your specific goals and needs as a business. Contact us or request a free demo to learn more about how ICG’s back-office solutions can drive success in your organization.