Success with SAP Concur isn't a solo mission — it's a team effort. Whether you're navigating internal approvals or reaching out for product support, it helps to know exactly who does what. This article introduces you to the key roles within your organization and at SAP Concur, so you'll always know who to turn to for guidance, decisions, support, or strategy.
Your Role: Authorized Support Contact (ASC)
As an SAP Concur Administrator, you're responsible for overseeing your organization's travel and expense program, which 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.
What is an ASC?
An Authorized Support Contact is the primary liaison between your company and SAP Concur Support. ASCs manage support cases, provide user training, and ensure your organization gets the most out of its SAP Concur products.
How did I become an ASC?
ASCs are usually nominated during the implementation phase — either at handoff to SAP Concur Support or as the result of a role change within your organization.
Responsibilities of an ASC
- Case Management: Creating, tracking, and driving support cases to resolution, while keeping stakeholders informed.
- 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).
- Billing Administration: Handling billing-related inquiries and understanding contract details.
- End-User Training and Support: Providing training to end users and ensuring they have the resources they need.
- System Settings and Policy Maintenance: Maintaining SAP Concur settings and policies to ensure accurate expense reporting and financial compliance.
Keep your ASC list current
Keeping the ASC list limited and up to date is critical for security and compliance. ASCs are permitted to request site changes, so only trusted users should hold this role. If an ASC changes responsibilities, offboard them promptly — submit a support case if you need help.
Deactivating ASC Permissions
Roles Within Your Organization
Beyond your own ASC role, a successful SAP Concur program involves several other people inside your organization. Here's who they are and how they fit in.
- Site Administrator: Individuals that have roles/permissions to make configuration changes in their site.
- Backup Contact: Ensures continuity of support and system management in your absence. Establish this contact internally — SAP Concur does not record backup contacts.
- Project Lead: Your company's point of contact during implementation. Depending on the solution, this could be HR, a Travel Admin, or another department representative.
- Executive Sponsor or Finance Leader: The person who oversees or signs your SAP Concur contract.
- HR Manager or Director: Oversees HR processes including hiring, training, and employee relations. Often involved in policy and compliance decisions that affect your expense program.
- Travel Manager: Responsible for developing, managing, and coordinating your organization's travel policies and programs.
- End Users: All SAP Concur users at your organization. Training end users and sharing updates promotes adoption and reduces support requests directed at you.
- Cash Collection/Accounts Receivable Team: The team that handles billing-related communications with SAP Concur as needed.
More about admin roles and their permissions
SAP Concur and Partner Roles
Here are the people on the SAP Concur side who are ready to help when you need them.
- Customer Success Contact / Account Manager: Your main operational point of contact. They field general questions, find you resources, and help ensure seamless integration and operation of SAP Concur solutions in your organization.
- Sales: Your Customer Success Contact will bring in a Sales contact if you need a new solution or expansion.
- Support: The team that handles all technical topics through tickets and requests via the support portal. Available 24/7 to troubleshoot technical issues. See Finding Help for how to route tickets correctly.
- Accounts Receivable Analyst: Answers questions and helps with issues related to invoices, billing contracts, and terms. Find their contact information within the SAP Concur Billing Portal.
- Implementation Manager: The team that ensures the smooth initiation and customization of SAP Concur solutions to fit your company's needs.
- Solution Consultant: Combines technical expertise with advisory skills to help optimize your SAP Concur configuration.
- Service Contacts: SAP Concur offers a range of services to help optimize, simplify, or support your day-to-day activities. Your Service Contact can help you explore these options.
- Travel Management Company (TMC): SAP Concur Travel contracts can be handled directly by SAP Concur or indirectly by your TMC. Understanding your contract type is important — if you're unsure, contact SAP Concur Support for confirmation.
It's a long list, but it reflects the team that's in your corner. Knowing who to call — and when — is one of the most practical skills you can develop as a new admin.
