BX function · Back office
Back-office work, without the waste.
We map the work behind your operation step by step and cut the steps that add nothing. Our team in Amman then runs what is left: documents, orders, accounts, billing records and CRM upkeep, with AI doing the routine work and people handling anything that needs judgment.
One customer document, two ways
Before: ten steps, seven of them waste
- 1Customer emails a photo of a form
- 2Saved to a desktop folder (waste step)
- 3Typed into a spreadsheet (waste step)
- 4Re-typed into the CRM (waste step)
- 5Sent to the account team
- 6Waits in an inbox (waste step)
- 7Customer contacted twice for a missing page (waste step)
- 8Mismatch found late (waste step)
- 9Searched for the signed copy (waste step)
- 10Record updated
Plus a rework loop every time an error is found late.
After: six clean steps
- 1Capture
- 2Extract
- 3Check
- 4Link
- 5Review
- 6Update
AI captures, extracts, checks and links to the right record. People review exceptions and check before the record is updated.
Our Amman hub
Dedicated back-office teams, trained on your operation and your systems.
The problem
Why back-office work slows down
Documents arrive in every format, orders and tickets come with short deadlines, and records have to match across several systems. Workarounds turn into habits, and a spreadsheet someone built for a month ends up as a permanent system.
When files are incomplete or the CRM is out of date, your team waits, customers get contacted twice for the same thing, and someone has to piece together what happened.
We fix the process first and then staff it with our team in Amman: fluent English speakers with American accents, trained deeply on your operation before they go live.
The waste audit
The six kinds of waste we look for
Removing operational waste is one of the three results of our Hybrid Intelligence model. AI finds where time is lost. People decide what should change.
- Waste 01
Rework
What it looks like: The same record is touched two, three or four times because it was wrong the first time.
How we remove it: Checks at the point of entry, and root-cause fixes so the same error stops coming back.
- Waste 02
Re-keying
What it looks like: Customer details typed from a form or invoice into a spreadsheet, then from the spreadsheet into the CRM.
How we remove it: AI extraction and system-to-system hand-offs. Data is entered once, then checked.
- Waste 03
Hand-off bottlenecks
What it looks like: Work waits for a manager, a supervisor or a customer signature, and nobody is tracking the wait.
How we remove it: Clear routing, automatic reminders, and escalation paths you agree.
- Waste 04
Waiting
What it looks like: Items sit between steps, between teams and between time zones.
How we remove it: Queues that move work on automatically, with coverage across the hours your business needs.
- Waste 05
Searching
What it looks like: People hunt for the latest invoice, the signed form or the note that explains the last call.
How we remove it: Documents linked to the right record, and a knowledge base so answers are written down.
- Waste 06
Over-processing
What it looks like: Extra checks, reports and sign-offs that nobody reads or remembers asking for.
How we remove it: We question every step. If it adds no value and no control, we propose removing it.
The work catalog
Back-office work we take on
Choose a work family to see the work we take on, where AI does the routine work, and where our people apply judgment.
Document processing
Complete, readable files, so your team never opens a record and finds something missing.
What we take on
- Document checklists for each new customer, order or account
- Friendly follow-up calls and emails for missing documents
- Collection of signed forms, contracts and other paperwork
- Review of each document for account match, completeness and date
- Indexing and filing to the right customer and record
- Record updates when new letters or documents arrive
Where AI does the routine work
- Reads forms, invoices and letters and extracts the key fields
- Classifies documents by type and account
- Flags missing pages, unsigned forms and details that don’t match
Where our people apply judgment
- Call customers who need help finding a document
- Verify every low-confidence field
- Handle unusual documents and escalate anything urgent to your team
Order and account support
Your team focuses on customers. We keep orders, account changes and follow-ups moving behind them.
What we take on
- Order entry, changes and cancellations in your systems
- Account setup and updates for new and existing customers
- Ticket and request tracking, with reminders on open items
- Short summaries prepared before customer reviews or escalations
- Returns, exchanges and refund requests handled within your rules
- Status updates in the record after every step
Where AI does the routine work
- Pulls account history into a short summary
- Tracks deadlines and sends reminders
- Flags orders or requests whose details differ from the record
Where our people apply judgment
- Keep your team’s records current and complete
- Talk customers through next steps clearly and politely
- Escalate anything outside your rules to your team
Billing and payment records
Every invoice and payment accounted for, so your books and your customer records agree.
What we take on
- Invoice preparation and checks before they go out
- Payment matching against invoices and orders
- Friendly reminders on overdue invoices, in your approved language
- Billing changes set up in your systems, for your approval
- Reconciliation of payment reports against your records
- Billing reports for your finance and operations teams
Where AI does the routine work
- Reads payment reports and matches them to invoices
- Flags missed or late payments and amounts that don’t match
- Checks invoice amounts against the order or contract
Where our people apply judgment
- Talk to customers about overdue invoices with care and respect
- Resolve mismatches with your team
- Review adjustments and refunds before they are final
CRM and data upkeep
A CRM your whole team can trust, with every customer, account and conversation where it belongs.
What we take on
- Record updates after calls, orders and payments
- Customer and account details kept current
- Duplicate records found and merged
- Stages, owners and next steps kept accurate
- Call notes and outcomes logged consistently
- Contact preferences recorded and respected
Where AI does the routine work
- Finds likely duplicates and conflicting records
- Spots missing fields and stale stages
- Standardizes names, addresses and formats
Where our people apply judgment
- Decide which record wins when duplicates conflict
- Fix the source of recurring data problems
- Keep notes clear enough for anyone on your team to pick up
Quality and policy checks
Files that are complete and consistent, ready for your managers, your auditors and any review.
What we take on
- File completeness checks against your checklist
- Confirmation that required steps and approvals were recorded
- Contact preference checks before outreach
- Review of customer communications for approved language
- Complaints and escalations logged and routed to your team
- Findings reported to your operations lead, with the cause
Where AI does the routine work
- Checks every file against your checklist
- Flags missing approvals, records and signatures
- Groups findings by cause and priority
Where our people apply judgment
- Review each finding before it is reported
- Make sure every complaint reaches your team the same day
- Recommend fixes to templates and procedures
Example walkthrough
Document collection, before and after
This is how document collection can change once we map it and rebuild it. Your process will differ, but the split tends to hold: AI does the routine work and people check what matters.
- 1
Requested
Before
Customers are asked for documents on a call, and nobody tracks what is still missing.
After
Each account has a checklist of what is needed, and every request is logged.
AIBuilds the checklist from your requirements and sends reminders on schedule.
PeopleCall customers who need help finding or sending a document.
- 2
Received
Before
Documents arrive by email, text, fax and upload portal, in no particular order.
After
Every channel feeds one intake queue, attached to the right account.
AICaptures documents from each channel and spots duplicates.
PeopleHandle anything unreadable or sent under the wrong account.
- 3
Extracted
Before
Someone types names, reference numbers and dates by hand.
After
Customer name, reference numbers, amounts and document dates are read automatically.
AIExtracts fields and marks the ones it is not confident about.
PeopleVerify every low-confidence field before it moves on.
- 4
Checked
Before
Checks depend on who is working that day.
After
The same rules run on every file: signatures, dates, account matches and completeness.
AIRuns your checklist and flags missing signatures or details that don’t match the record.
PeopleFollow up with the customer, politely and clearly, on anything missing.
- 5
Exception queue
Before
Problems live in an email thread that nobody owns.
After
Every exception has a reason code, an owner and a due time.
AIGroups exceptions by cause and priority.
PeopleInvestigate, contact the customer or your team, and resolve.
- 6
Ready for review
Before
Your team finds out a file is incomplete when they open it.
After
Complete files are marked ready and handed to your team with a short summary.
AIRoutes ready files to the right team queue.
PeopleYour team works the file. We keep it current while they do.
- 7
Updated
Before
The CRM is updated later, if at all.
After
The record shows every document, note and date, with a full audit trail.
AILogs every action against the record.
PeopleA second person checks the file where your controls require it.
After the record is updated, every file is also reviewed by data-driven QA. See the accuracy controls below.
Exception handling
How we handle exceptions
Most delays live in the exceptions: a missing signature, a detail that doesn't match, a payment that didn't clear. We give every exception an owner and a reason, and we fix the cause so the same exception stops coming back.
Straight-through path · AI
Work arrives
Email, upload portal, order system, ticket queue or billing report.
Automated checks
Extraction, validation rules and anomaly flags.
Passes every check
Moves on with no waiting.
Completed
Filed to the record, with a full audit trail.
Exception path · People
Exception queue
Reason code, priority and owner assigned.
Human review
A trained team member investigates.
Resolve
Contact the customer, your team or your manager as needed.
Completed
Back on the main path, fully logged.
Improvement loop · People and data
Spot the pattern
Data shows which causes keep repeating.
Root-cause fix
Fix the source: a request template, a CRM field, a hand-off.
Rule or SOP update
Update the check or the procedure. You approve changes.
Fewer exceptions
Feeds back into the automated checks.
Accuracy controls
The five accuracy checks we run
No single check catches everything, so we run several in sequence. Each layer catches what the one before it missed.
Our QA is different too. Instead of reviewing a small sample, we review every file. Deep data oversees the QA function and trains the reviewers in it, which is why quality runs much higher than with sample-based QA.
- 1
Validation rules
Missing fields, wrong formats, unsigned forms, details that don’t match the record.
- 2
AI anomaly flags
Things that pass the rules but look unusual: duplicate uploads, a document filed to the wrong account, an invoice amount that differs from the order, a date off schedule.
- 3
Maker-checker review
A second person reviews customer letters, billing records and other high-risk items before they are final.
- 4
Data-driven QA on every file
Every file is reviewed against your standards and policies. Reviewers are calibrated against the data.
- 5
Audit trail
Who did what, when, and why, for every item. Ready for your auditors and your own review.
SOPs and documentation
How we document your processes
Many back offices run on memory, and when the one person who knows goes on leave, the work stops. We document every process we run, keep the documents current, and hand them over to you.
Standard operating procedures
Step-by-step instructions for every process, with screenshots from your systems.
Decision trees
Clear rules for the judgment calls: when a file is complete, when to escalate, who to ask.
A living knowledge base
Answers to the questions that come up, searchable by the whole team.
Change log
Every update to a rule or procedure is recorded, with the reason and your approval.
Security and data handling
How we handle sensitive data
Back-office work often means customer records, personal details, contracts and payment information. These are the practices our teams follow every day. We adapt them to your policies, and we are happy to walk your security team through how we work.
Role-based access
Each person gets access only to the systems, queues and data their role needs.
Least privilege by default
Access is granted on request, reviewed regularly and removed promptly when a role changes.
Secure, monitored workstations
Work happens on company-managed workstations in our Amman hub, with activity monitoring.
Confidentiality agreements
Every team member signs an NDA before they see any of your data.
Clean-desk practice
No personal phones or paper notes at the desk where sensitive data is handled.
Your retention rules
We keep, archive and dispose of data according to your policy, not ours.
Work stays in your systems
Where possible, data stays in your CRM, ERP and document systems, and we work there instead of in side copies.
Separation of duties
The person who records a payment or refund is not the person who approves it, where your controls require it.
Systems we work in
The systems we work in
There is no need to replace your CRM, ERP or other systems to work with us. Our team learns your systems and works in them. Where a workflow layer or automation would remove waste, we build it on top of what you already use, and you approve it first.
- Your CRM
- Salesforce
- HubSpot
- NetSuite
- QuickBooks
- Shopify
- Zendesk
- Document management
- E-signature tools
- Excel and Google Sheets
- Your own internal tools
Using something else? Ask us. If your team can log in to it, ours can learn it.
What we measure
What we measure and report
We agree the targets with you. You see them live in NAS-AI, our operational intelligence platform, down to the queue and the day.
Accuracy
How many files are right the first time, checked by QA on every file.
Turnaround time
How long it takes from work arriving to the record being updated, and where the time goes.
Backlog
How much work is waiting, how old it is, and whether it is shrinking.
Cost per file
What each processed file really costs, so you can see the savings.
Rework rate
How often work comes back. Our best signal of waste.
Exception rate
How often files fall out of the straight-through path, and why.
Policy adherence
How consistently every file follows your policies and controls.
Every measure is tied to a cause. When a number moves, your Function Manager tells you why and what we are doing about it.
Talk to us about targets
How we take it over
How we take over a process
Every engagement follows the same path, and nobody takes a live file until they have been trained on your operation. Two people make sure it works: your Operations Analyst from day one, and your Function Manager from go-live. Your team is dedicated to you and never shared.
- Operations Analyst joins
Step 1: Map
Your Operations Analyst joins from day one. They shadow the work, trace every step and hand-off, and measure where time and errors go.
Step 2: Remove
We mark the waste on the map and propose a cleaner process. You approve it before anything changes.
Step 3: Build
We add automation or a workflow layer on top of your stack, or build new tooling where it is needed.
Step 4: Document
Every process is written down as SOPs and decision trees before our team takes it over.
- Function Manager leads
Step 5: Go live
Your dedicated team takes over, one process at a time. Your Function Manager leads from go-live.
Step 6: Improve
Exceptions and QA findings feed root-cause fixes, so the process keeps getting cleaner.
Choose how we work together
Co-sourcing or full outsourcing
Our team works alongside yours
Your operations leaders keep control. Our team takes on volume, backlog, seasonal peaks or a specific process, working in your systems and to your procedures.
Good for: clearing a backlog, covering growth, or trying us on one process first.
About co-sourcing Full outsourcingWe run your back office
We assess the work, rebuild what slows it down, and run it end to end with a dedicated team. You set the standards and controls, and see everything live.
Good for: a costly or inconsistent setup, or when you want one partner accountable for results.
About full outsourcingFAQ
Back-office questions
What back-office work can you take on?
The work behind your operation: document processing, order and account support, billing and payment records, CRM and data upkeep, and quality checks. We do this for companies in industries such as technology, retail and ecommerce, logistics, professional services and healthcare administration. If the work follows clear procedures, we can usually run it.
How do you decide what AI does and what people do?
AI takes the routine, repeatable work: reading documents, extracting data, running checks, routing and reminders. People take everything that needs judgment: exceptions, conversations with customers, and final checks. This is our Hybrid Intelligence model, and we agree the split with you for each process.
Do we have to change our systems?
No. We work in the systems you already use, such as Salesforce, HubSpot, NetSuite or your own internal tools, along with your document and billing tools. Where a workflow layer or automation would help, we build it on top of your stack and you approve it first.
Who makes the final decisions?
You do. We follow the rules and approval limits you set. Anything outside them, such as a large refund or an unusual request, goes to your team with the file prepared. We track deadlines and follow up so nothing sits waiting.
How do you protect sensitive customer data?
Through daily practice: role-based access with least privilege, secure and monitored workstations, confidentiality agreements for every team member, clean-desk rules, separation of duties where your controls require it, and data retention that follows your policy. We are happy to walk your security team through how we work.
What if a key person on the team leaves?
The process doesn’t leave with them. Every process we run is documented in SOPs, decision trees and a shared knowledge base, and the team is cross-trained. Knowledge lives in the documentation, not in one person’s head.
Can we start with a single process?
Yes. Many companies start with one process, such as document processing or order support. Once it runs well, it is easier to add the next one, because the team already knows your business and your systems.
How do we see what is happening day to day?
Through NAS-AI, our operational intelligence platform. It gives you live visibility into volumes, backlog, turnaround, exceptions and quality, so you don’t have to wait for a monthly report.
Explore Business Experience
How we engage
Show us the process that slows you down.
Bring one part of your back-office work. We will map it with you, mark the waste, and show you what it could look like when we run it.