Review of Concur as a support agent
January 30, 2023
Review of Concur as a support agent
Score 10 out of 10
Vetted Review
Verified User
Software Version
Standard
Modules Used
- Expense
- Travel
- Invoice
Overall Satisfaction with SAP Concur
I support it a lot when I was with Roche RSS Malaysia. Was a Senior Analyst there and I was tasked with managing the users and any 2nd level and above issues that arose with it. We have a level 1 helpdesk team that deals with simpler issues such as password resets, how to use Concur etc.
Our team does a lot of configuration and enhancement requests for Concur related. When there are complicated issues that even our team can't resolve or know, we will log a ticket to Concur Support team (from SAP) that will help answer or assist us. It is usually a good experience working with them as they are usually very helpful. Concur is also very stable and rarely has down time or technical issues that are unforseen. Although it comes with a higher price tag but I feel it's worth it especially if it's for large companies that need to manage their travel and expense claims. Ease of use by users is a big plus for Concur.
Our team does a lot of configuration and enhancement requests for Concur related. When there are complicated issues that even our team can't resolve or know, we will log a ticket to Concur Support team (from SAP) that will help answer or assist us. It is usually a good experience working with them as they are usually very helpful. Concur is also very stable and rarely has down time or technical issues that are unforseen. Although it comes with a higher price tag but I feel it's worth it especially if it's for large companies that need to manage their travel and expense claims. Ease of use by users is a big plus for Concur.
Pros
- ease of use
- great Concur Support team that is available 24/7 globally
- able to integrate with other apps such as Grab, Tibco, SAP
Cons
- more trainings for Concur Support team members as I did met a few bad ones
- to integrate with even more applications in the future
- better integration with Hotels, Airports, etc to make claims more hassle free
- increased transparency into expense and travel claims
- great reporting that we can generate for accounts team to reconcile
- many enhancements that can be enabled in Concur, such as changing certain fields, translations, integrations.
- easier for employees to use, hence more claims are submitted by them. This is good for engagement.
- SAP : so that claims in concur are reflected inside SAP and searchable in FBL1N etc
- Tibco : For Concur to import and export data to and from SAP
- Grab : so that employees can feed in their Grab car receipts directly from the app to Concur
- Query and Report Studio : built into Concur reporting tool that helps to generate many great reports.
- Tibco : For Concur to import and export data to and from SAP
- Grab : so that employees can feed in their Grab car receipts directly from the app to Concur
- Query and Report Studio : built into Concur reporting tool that helps to generate many great reports.
- enhancements : ease to change or add new features in Concur
- reporting : able to keep expand and improve the reports that are used by accounts team
- UI : Concur keeps improve their UI and takes feedback seriously
- Concur support : great team to go to when you have difficult questions or issues.
- reporting : able to keep expand and improve the reports that are used by accounts team
- UI : Concur keeps improve their UI and takes feedback seriously
- Concur support : great team to go to when you have difficult questions or issues.
- UI : ease of submitting claims by employees.
- trackable : all their claims are easily trackable within Concur
- users can self reset password, self set others to manage their Concur when they are OOO, if they are approvers they can delegate their approval role to another manager or higher up.
- benefitted accounts and audit team greatly as we had sent them many customized reports based on their needs.
- trackable : all their claims are easily trackable within Concur
- users can self reset password, self set others to manage their Concur when they are OOO, if they are approvers they can delegate their approval role to another manager or higher up.
- benefitted accounts and audit team greatly as we had sent them many customized reports based on their needs.
Do you think SAP Concur delivers good value for the price?
Yes
Are you happy with SAP Concur's feature set?
Yes
Did SAP Concur live up to sales and marketing promises?
Yes
Did implementation of SAP Concur go as expected?
Yes
Would you buy SAP Concur again?
Yes
SAP Concur Feature Ratings
SAP Concur Training
SAP Concur Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
yes, the Concur Support team helps us for any of our questions.
For reporting we are able to request up to 10 customized Report Studio type reports that are very difficult to create.
For reporting we are able to request up to 10 customized Report Studio type reports that are very difficult to create.
Yes - yes and it was explained and resolved in a short time, so far reported 1-2 bugs in my entire 2 years as an analyst.
yes, exceptional support from their Report Studio team. Those reports were customized and very hard for me to make. They did it in a week's time which was great.
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