When you submit a critical case, a Concur Support Engineer will now call you to better understand the impact. You’ll get quick human connection, clear expectations, and confidence that the right work starts immediately.
Overview
When you submit an urgent case, getting connected quickly and knowing you’re being heard matters. To reduce uncertainty during critical moments, we’ve enhanced our urgent cases experience with faster human connection and clearer early communication.
Now, shortly after your urgent case is received, a Concur Customer Support Engineer will proactively call you. This early conversation is designed to confirm we’re actively working on your issue, understand the full context and business impact, and align what matters most right from the start.
What is changing?
Now, when an urgent case is submitted into Support, the support team will call you to get a better understanding of the issue’s impact on your daily work and business needs. This should help us focus our work on the right issue from the start, thus reducing back and forth case communication to determine important details.
But it is also important to note that this initial call is not about providing immediate fixes or resolutions. Instead, it’s about listening, clarity, and momentum. Your Support Engineer will acknowledge the urgency, ask targeted questions, and listen. From there, your case continues through our investigation process, with updates shared through case comments as soon as new information is available.
Why is this change occurring?
This change ensures you’re not left wondering what’s happening after you hit submit. By starting with a live conversation, we can quickly focus on what’s most important to you, avoid assumptions, and move forward with a shared understanding from the very beginning. It’s about making urgent support feel more responsive, more personal, and better aligned to the pace your business needs when the stakes are high.
Timelines
- This new process will take effect at the end of February.
