You Spoke, We Listened

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Your feedback in action

At SAP Concur, everything we do begins with you, our customers – understanding your challenges, anticipating your needs, and helping to ensure your success.  We listen, we learn, and we evolve alongside you.  You inspire our innovation, innovations that help you and your organization to bring out your best. 

At SAP Concur we ask for your feedback at strategically important interaction points, such as following your implementation, or after you contact Support.  You can also share your thoughts through less formal channels including through Continuous Influence Sessions, within your Concur solutions directly, or by speaking with your Customer Success Manager.  We have an open-door policy when it comes to hearing from our customers.  Your voice matters.

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"Customer satisfaction is a top priority for every employee at SAP. We listen carefully to your feedback and strive to exceed expectations at every touchpoint of the customer journey. We are committed to building strong and trusted relationships, delivering exceptional solutions and services, and enabling you to unlock the full potential of your SAP investments to ensure your ongoing success."  Christian Klein, CEO of SAP SE

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So, what do we do with all your feedback?

The short answer is that it informs everything we do.  From strategy to feature development, your insights and perspective provide the focus for our innovation.

In 2024 you highlighted areas of opportunity that would enhance your experience working with both us and your solutions.  Integrations, issue resolution, release communications, usability, and reporting topped your list.  Below is a summary of the recent enhancements in each of these focus areas to help you see your feedback in action.

Integrations Integrations provide benefits ranging from better data visibility to increased efficiencies.  In 2024 we completed twice as many integration projects than in the previous year, including for both content and systems.
Content integrations RyanAir NDC content Trainline Amtrak Car Connector	System integrations API v4 SAP Cloud Identify Services NetSuite MS Teams Uber TripLink Hub

Support issue resolution
In addition to launching new AI-assisted support and improving our product documentation, we are now also monitoring support case indicators for opportunities to make product enhancements. These efforts contributed to a 5% increase in support satisfaction.

• New internal monitoring and reporting
• New AI support features
• Product documentation improvements

Release communications
After hearing that you often weren’t receiving updates on product enhancements, we improved the visibility of our quarterly release notes summary. Additionally, we created a brand new Product Release Readiness team dedicated to communicating all product changes, large and small.

Usability Creating products that are intuitive, easy to use, and help employees get their work done faster is a goal across our entire portfolio. We’ve made a number of significant improvements to our travel, expense, and invoice solutions to improve the employee experience.
New Concur travel Real-time Notifications Hotel itemization New Invoice UI Request Assistant	Quick Request Quick Tips on expense types Home page redesign SAP Fiori implementation

Reporting

Sophisticated reporting is what allows you to make immediate and informed decisions that help you keep up with the ever-increasing complexities of doing business.  We are continuing to enhance our reporting capabilities to make sure you have the right information, at the right time, to make the right decision. 

• Data templates for DDS
• Enhanced interface to IBM Cognos
• New TripLink reports

As you can see, your thoughts on and our operations are taken very seriously.  We hope you will continue to provide your feedback through whatever channels work best for you.  

And if you want to see how we’re working on your most recent suggestions or you would like to learn more about some of the enhancements above, be sure to check out the 2025 roadmap for the entire list of previous and planned improvements across the portfolio.