Concur is a disaster and anyone implementing should beware
November 15, 2013
Concur is a disaster and anyone implementing should beware
Score 1 out of 10
Vetted Review
Verified User
Software Version
Standard
Overall Satisfaction
- The only strength that Concur has is the user interface on the end-user side (the ability to take photos of receipts and have them automatically be stored in a receipt library for use in submitting expenses)
- Concur engaged in a bait and switch approach from the beginning of the implementation, with promises being made by both the sales and implementation teams regarding platform capabilities that simply could not be met without, ultimately, agreeing to a contract at FIVE times the originally quoted price.
- A lack of time and energy spent trying to actually understand the needs of the client/user and ensure that the platform could meet those requirements.
- Abominable customer service - with unresponsive agents, repeated requests to "create tickets" for each discovered issue, notwithstanding that the tickets were never reviewed and Concur representatives never engaged the client (us) to address. In addition, customer service representatives repeatedly blamed issues on our accounting software, stating "that's not a Concur issue, that's an XXXX accounting platform issue," when, from the beginning, the issues were Concur-related.
- Duplicitous. I have never been involved with a company that, on so many occasions, made promises regarding platform capabilities and fees, only to, within a day or two, receive a call indicating that the cost would, in fact, be double or triple what had been promised during the previous conversation. Furthermore, sales representatives attempted to sell the "standard" platform, indicating that it would be able to meet all of our needs, when any time or analysis whatsoever would have made it clear (DURING THE TRIAL PERIOD) that the company would need a much more customizable solution. Rather, our repeated requests to have issues resolved were ignored, until the trial period was over.
- Delayed invoicing
- Increased administrative time to fix Concur-caused expense issues
- Wasted hours in discussions with Concur