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Accelerate Concur Series: The Roadmap to User Adoption
Expense management software has earned a reputation for being universally disliked by employees. Clunky interfaces, overly complicated workflows, and frustrating error messages often lead to a chorus of complaints from users. But is the software really to blame?
In many cases, the frustration stems not from the technology itself but from how it’s implemented and adopted within an organization. Without proper planning, training, and user-focused design, even the most intuitive platforms can feel like a burden. So, the real question isn’t whether the software works — it’s whether organizations are setting their teams up for success.
In this installment of the Accelerate Concur series, Acquis Principals Stephanie Vallet-Sandre and Michael Lamparella, and SAP Concur SVP, Head of SAP Concur Product Marketing, Christopher Juneau, explore how thoughtful strategies for user adoption can optimize the SAP Concur user experience. By focusing on change management, training, and user-centric design, organizations can not only improve employee satisfaction but also unlock the full potential of their expense management system.
Missed Part One? Catch up →
1. Build a Strong Change Management Foundation
Change management serves as the cornerstone of successful adoption. This process demands more than just technical implementation — it requires a comprehensive strategy that addresses the human element of transformation. Leadership must actively champion change, demonstrating their commitment and articulating clear organizational benefits to all stakeholders.
“Change management cannot be an afterthought. Organizations must weave adoption strategies into the fabric of their implementation journey from day one, creating a seamless transition that addresses both technical and human elements of the transformation.” – Stephanie Vallet-Sandre, Principal, Acquis Consulting Group
2. Create an Engaging Training Ecosystem
50 percent of employees consider leaving an organization due to inadequate training (Seismic). Effective training bridges the gap between sophisticated software capabilities and practical user needs. The most successful programs embrace a multi-channel approach:
- Dynamic live sessions (both in-person and virtual)
- Role-specific quick reference guides and playbooks
- Accessible knowledge base with intuitive search functionality
- Digital adoption tools providing real-time assistance
The key lies in delivering relevant information at the right moment without overwhelming users. Training should align seamlessly with your organization’s culture while maintaining a laser focus on practical application.
3. Leverage a Digital Adoption Platform
While SAP Concur offers an intuitive platform, the Concur User Assistant by WalkMe takes user support to the next level. This powerful Digital Adoption Platform (DAP) provides contextual guidance directly within the platform through interactive tutorials, smart tips, and real-time validation, significantly reducing the learning curve and preventing common errors. Concur User Assistant transforms the user experience, enabling employees to properly complete expense reports, meet policy requirements, and stay focused on meaningful work, rather than frustrated by delayed reimbursements.
Concur User Assistant helps to:
- Increase compliance by providing audience-based notifications and walkthroughs to align with company policies, reducing non-compliant spend.
- Enhance spend governance by delivering on-the-spot guidance and validation to ensure accurate expense allocation, lowering overhead support.
- Improve employee experience by automating tasks and offering walkthroughs to save time, resulting in higher compliance and a more efficient workflow.
“Concur User Assistant by WalkMe not only streamlines expense report completion, but also helps ensure policy compliance and enhance employee efficiency, reducing frustration and simplifying reimbursement processes.” – Christopher Juneau, SVP, Head of SAP Concur Product Marketing, ISBN Marketing & Solutions
4. Design with Users in Mind
The heart of successful adoption beats in rhythm with user needs. Every organization brings unique priorities, and each user presents distinct requirements and behaviors. When configuring your platform, consider these essential questions:
- Have we optimized workflows for efficiency and clarity?
- Are we requesting only necessary information from users?
- Can we simplify expense categories without compromising compliance?
Poorly configured systems create friction, leading to errors, reporting complications, and ultimately, resistance to adoption. Taking time to optimize these elements early prevents the common pitfalls that can derail implementation.
“The most successful SAP Concur deployments find the sweet spot between policy compliance and user experience. Organizations must resist the temptation to overcomplicate processes in pursuit of perfect control.” – Michael Lamparella, Principal, Acquis Consulting Group
Measuring Success and Maintaining Momentum
While individual user proficiency typically develops within one to two months of regular system use, organizational adoption timelines are influenced by a variety of factors. The frequency of expense submission, complexities of organizational policies, the quality and accessibility of training resources, and the effectiveness of support mechanisms will determine how quickly teams acclimate to the platform.
To ensure continued momentum, organizations must establish clear metrics for measuring adoption success:
- User activation rates
- Average time to complete expense reports
- Error rates and policy violations
- Support ticket volume and resolution time
- User satisfaction scores
Regular monitoring of these metrics, combined with consistent user feedback collection, enables organizations to identify improvement opportunities and adjust strategies accordingly. This commitment to continuous improvement ensures the SAP Concur platform remains effective and aligned with organizational needs as they evolve.
Acquis + SAP Concur: Accelerate User Adoption
The journey to successful SAP Concur adoption requires careful planning, strategic execution, and ongoing commitment to user success. Organizations that invest in comprehensive adoption strategies while maintaining focus on user experience position themselves for long-term success in their expense management transformation.
As an SAP Concur and Concur User Assistant Implementation Partner, Acquis is uniquely positioned to help organizations accelerate user adoption and maximize technology investments.