New Admin Onboarding: Welcome to Support

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New Admin Onboarding: Welcome to Support

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Welcome, SAP Concur Administrator

As an SAP Concur Administrator, you’re responsible for overseeing your organization’s travel and expense program—and that includes serving as an Authorized Support Contact (ASC). This critical role, assigned to a select group of 2–5 individuals, gives you enhanced access to SAP Concur support and resources. As an ASC, you’ll interact directly with our support team, manage key configurations, and serve as the go-to expert for your users.

This page is your central hub for onboarding tools, product training, documentation, and ASC-specific guidance—everything you need to succeed in your dual role. We’re here to help you every step of the way.

What is an ASC? An Authorized Support Contact (ASC) is a crucial role within your organization, serving as the primary liaison between your company and SAP Concur Support. ASCs are responsible for managing support cases, providing user training, and ensuring that your organization gets the most out of its SAP Concur products.

How did I become an ASC? ASCs are usually nominated by their company during the implementation phase. You may have been assigned to this role during the handoff to SAP Concur Support, or as the result of a change during your organization's time with SAP Concur.

Responsibilities of an ASC

As an ASC,  your responsibilities include: 

Case Management:  Creating, tracking, and driving support cases to resolution, while keeping stakeholders informed about case status and progress.

Product Knowledge:  Staying up to date with SAP Concur products and features to effectively support users and drive adoption.

Stakeholder Management:  Communicating with internal stakeholders (users, managers, executives) and external stakeholders (SAP Concur Support) to address concerns, provide updates, and gather feedback.

Billing Administration: Handling billing-related inquiries, understanding contract details, and collaborating with relevant teams to address billing issues.

End-User Training and Support:  Providing training to end users, facilitating the onboarding process, and ensuring that users have the knowledge and resources they need to use SAP Concur products effectively.

System Settings and Policy Maintenance:  As an ASC, you might be responsible for maintaining SAP Concur settings and policies to ensure accurate expense reporting, adherence to travel guidelines, and overall financial compliance.  This role is essential in optimizing the SAP Concur platform for efficient operations and improved business outcomes. 

Why are these responsibilities important?

The responsibilities of an ASC are vital for several reasons: 

Efficient Issue Resolution:  Effective case management ensures that issues are resolved promptly, minimizing disruptions to your organization's operations.

Maximizing Product Value:  Deep product knowledge enables ASCs to help users leverage SAP Concur products fully, increasing your organization's return on investment.

Strong Communication:  Skilled stakeholder management fosters strong relationships, facilitates smooth communication, and drives better support outcomes.

Financial Accuracy:  Competent billing administration ensures accurate billing and helps prevent financial discrepancies.

User Empowerment:  Adequate user training and support empower users to utilize SAP Concur effectively, enhancing overall productivity and satisfaction.

To succeed as an ASC, take advantage of the resources provided here, stay engaged with the ASC community, and don't hesitate to reach out to SAP Concur Support for assistance when needed.

Your dedication and efforts in this role will significantly contribute to your organization's success with SAP Concur products.

ASC List Maintenance  Keeping the ASC list limited and up to date is critical for security and compliance. It also helps streamline user management and support processes. ASCs are permitted to request site changes, so only trusted users should have this role.

Offboarding an ASC To keep the ASC contact details up to date, it is important to properly offboard an ASC if they have changed responsibilities. This will ensure effective communication with SAP Concur Support and reduce any potential security issues in the future. Here is a summary of what is required. If you need more help, please don't hesitate to submit a support case.