Your Shortcut to Success with Concur User Assistant by WalkMe

Adopting new technology should be seamless, frustration-free and quickly become second nature for employees. SAP Concur solutions are designed to create exactly that scenario. But how do you know if employees are fully utilizing the solutions you’ve invested in, to reap all the benefits and maximize your return on investment (ROI)? If the answer is “I’m not sure” then the solution is Concur User Assistant by WalkMe.

In this blog we’ll explore how to encourage consistency and confidence in using your spend management solution, with the help of Concur User Assistant by WalkMe.

First, we’ll look at why this is so important to businesses today.

Supporting Your Employees AND Optimizing Cost

SAP Concur solutions are designed to make employees’ lives easier. They simplify processes and reimburse employees faster, while embedding policy compliance and analytics. But did you know that Concur User Assistant by WalkMe enables your organization to deliver these benefits with greater speed and efficiency?

Today’s hybrid working environment means that helping employees help themselves is crucial to keeping them productive.

While 42% of businesses say they have changed to remote/hybrid work policies to retain/attract talent, this creates new challenges for support. Not giving these employees the support they need is a risky business, with only 38% saying they think their employers’ policies and technologies effectively enable flexible work and 22% saying they are actively looking for a job.

Giving employees the tools they need to undertake their everyday tasks without frustration has never been more important.

Technology for All

It’s important to ensure that all employees’ needs are catered for when introducing a new digital solution. Not everyone adopts and uses technology in the same way; getting everyone up to speed at the same time and in the same way is crucial.

Common tech adoption pitfalls are:

• Complete solution abandonment if it becomes too challenging for certain users.
• A default tendency to rely on support channels for self-help problems.
• Ignoring structured training methods.
• Neglecting to address variations among user types.
  

By avoiding these technology adoption pitfalls you can create a digital solution that increases employee productivity and optimizes costs.

Digital Adoption Platforms (DAPs), such as Concur User Assistant by WalkMe, are the way forward. In fact, IDC predicts that by 2025, CIOs who invest in DAPs and automated learning technologies will see a 40% increase in productivity, delivering greater speed to expertise.

Concur User Assistant by WalkMe in Action

Concur User Assistant by WalkMe bridges the gap between learning and practical use. It acts as a trusty companion who checks in regularly and shows – rather than just tells – users how to undertake tasks when they get stuck. Employees can access the guidance, content and support they need, when they need it most, while they’re using the platform.

It helps reduce productivity interruptions, as it swiftly guides users through solutions with on-screen prompts, visual cues and helpful tips. Plus, there's a chatbot on standby, ready to assist and answer any questions. The result? Reduced reliance on external support and a more engaging, interactive learning experience.

It encourages employees not only to use your SAP Concur T&E solutions, but to use them regularly, correctly and even enjoy the experience. As Francesco Contino, Solutions Consultant at SAP Concur, says in our recent webinar EMEA Deep Dive: Improving Employee Experience with Concur User Assistant by WalkMe: “It’s already easy. This just makes it even easier.”

Benefits Now and in the Future

Your business will reap the benefits of Concur User Assistant by WalkMe both in-the-moment, as employees tackle everyday tasks, and in the long-term, in the form of ongoing improvements to processes, compliance and digital solution optimization.

Here are some of the key benefits:

• Onboarding, re-boarding, application refresh: Interactive and contextual guidance helps users resolve questions, leading to higher user adoption rates and a reduced need for support requests.
• Personalized AI guidance: AI and machine learning provide personalized guidance, identifying areas for improvement and optimizing the user experience.
• Compliance and policy control: Facilitate correct tool usage and regulatory compliance, ensuring employees work within T&E policies throughout the expense management process.
• Customized reports: Pre-built templates allow for in-depth analytics, aiding in continual enhancement of the user experience.
• Optimization and growth: Foster consistency during business growth phases and major project implementations.
• Enhanced employee experience: Contextual help and automating repetitive tasks enables quicker and more accurate completion, improved overall experience and freedom to focus on strategic work.

What Does Success Look Like?

Many of the benefits of Concur User Assistant by WalkMe translate into significant time savings, ensuring that your valuable time is used effectively and efficiently.

A Forrester Total Economic Impact™ Study, commissioned by WalkMe, reported that businesses see:

100% increase in training and onboarding efficiency

50% decrease in IT support and helpdesk tickets

35% increase in user confidence

10% growth in opportunities over three years

And 100% were either satisfied or very satisfied with their WalkMe engagement.

Many of these benefits were experienced by Standard Chartered Bank, when they introduced Concur User Assistant by WalkMe to their SAP Concur solutions.

“We want to make sure that our Travel and Expense system adopts the “user-centred design” approach. We decided to collaborate with WalkMe to deploy the on-screen, interactive guidance so that we can reach out to our users to inform them what they should pay attention to in the entire user journey or alert them when we introduce new features in the system,” says Dorothy Chan, Head – SCM & Sustainability Change at Standard Chartered Bank.

“We also rely on the WalkMe analytics to analyze where in the process our users may get stuck, we can therefore continually improve our interface design, assist our users and make sure that it is a fun and easy journey. It helps us achieve the fine balance between user experience and adequate insurance,” she adds.

Time to Walk the Walk

Concur User Assistant by WalkMe offers different types of assistance to accommodate different kinds of learners and employees. Customized content can be added to the tool’s pre-built options, to drive outcomes specific to your organization and workflows.

These ensure that every interaction with SAP Concur solutions is optimized, which means you reap the benefits of your investment more quickly and consistently.

With minimal input from IT, you enhance the employee experience and boost productivity and efficiency, all whilst ensuring compliance management across every corner of your business, regardless of location or user expertise.

Overall, it keeps employees moving forward efficiently in their daily tasks, so they have more time to focus on strategic work.

Find out how Concur User Assistant by WalkMe can elevate your employees’ day-to-day experiences when things don’t run smoothy, while increasing your time to value on that all-important spend management investment.

For a full run down of the features and functions of Concur User Assistant by WalkMe, check out this guide.To cut straight to the benefits checkout our infographic.