Concur Customer Experience 2015 REPORT 1
Contents 3 Welcome Contents 4 Gathering feedback 5 The impact of your feedback 5 User experience evolution 5 Product reliability 7 Looking toward the future 7 Customer service transformation 8 Additional product stability improvements 8 Implementation and training 9 Concur Customer Experience 9 Stay connected with Concur 2
Welcome Concur employees are passionate about improving the experience of our customers. That company-wide commitment is what drew me to Concur to lead customer experience, which we define as listening, learning and most important, taking action to make things better for every person using our products. I m fortunate to be part of a team that dedicates each and every day to making that happen. As a critical priority, we re taking steps to communicate with you more often and transparently about the initiatives we re undertaking to improve customer experience. This annual report is one of the new vehicles we ve established to share how we ve acted upon your feedback. We also will provide a sneak peek into longer-term priorities and actions. Tabitha Dunn Vice President, Customer Experience Concur Thank you for giving us feedback, for being our customer and for taking the time to read through our first customer experience annual report. 3
Gathering feedback The first step in improving the customer experience is making it easy for people to share thoughts about their experience interacting with Concur and using our products and solutions. We use several vehicles to solicit specific feedback throughout the year, including: Customer surveys: Customers have the opportunity to rate their satisfaction with Concur via implementation, solutions and support surveys. Net Promoter Score (NPS): NPS is the primary metric Concur uses to measure and act on customer loyalty data. Our NPS survey asks, How likely are you to recommend Concur to a friend or colleague? Additional opportunities are offered to our customers to provide more information based on the response to the NPS question. Events: Our customer events, such as Fusion, offer opportunities to connect, share and brainstorm ideas to help you serve your own business better. Social media: We re actively engaging with customers via social channels including LinkedIn, Twitter and Facebook to share important news and learn about your real-time needs and how we can build a best-in-class customer experience. Analyst reports: We work with industry analysts to gather independent benchmark data that helps guide our product strategy. Over 33,000 surveys were completed by Concur customers in 2014 The Concur T&E platform has given us the opportunity to really leverage our creative side, to put processes in place to help our travelers. Concur customer feedback 4
The impact of your feedback Through surveys, events, emails, social media and phone calls, you have shared with us what we re doing well and where we can improve. Your feedback is the most important way for us to set priorities so we can provide you with the solutions you need. Below are details about some of the initiatives we ve focused on as a result of your feedback. User experience evolution We re continually investing to improve the features and user experience of our products. As part of this effort, we re working hard to improve and refine the Concur Travel & Expense application interface the entry point for end users while preserving our customers ability to apply company policy and gain visibility into their complete spend. With millions of Concur end users, we were able to pinpoint the biggest challenges presented by our interface. Based on customer input, we developed a new system, tasking ourselves with outstanding design, interactivity, appeal and polish. We also conducted hundreds of usability tests to help ensure we were upholding key design concepts. Customers report we have delivered a more intuitive and integrated flow that has allowed users to do their jobs more efficiently. The October 2014 launch of the new user experience has resulted in over 5 million hours of time savings for our customers. Concur users spent one hundred million hours in Concur products in 2014, which reflects Concur s tremendous growth but also the amount of time it takes for users to finish their travel and expense tasks. As we increase the usefulness and usability of the application we are also striving to reduce the amount of time you need to spend in Concur products. Since the release of the new user interface we ve seen task times drop by five million hours. Product reliability Our vision is to deliver service with always-on reliability, security and high performance as well as transparency. We want to share some of the actions we ve taken to deliver the level of service you expect and deserve from us. Over 4 million users manage their travel and expense with the Concur mobile app. 5
The impact of your feedback Simplifying technology We are reducing complexity and dependencies in our systems from both a hardware and software perspective. This means we are making our technology stack modular. With modular solutions we are better able to: Isolate issues, which means an issue in one service doesn t impact users of other services. Improve scalability, because with modulariztion we can grow capacity in specific areas as needed. Accelerate time to market with new features and capabilities because the code base is easier to develop in and test. Be more flexible and maintain systems more easily, ensuring reliability. These investments have helped eliminate service issues and also have enabled service teams to more easily identify, isolate, remediate and resolve issues within a given service. Process and methodology Concur is implementing processes and methodologies across our teams to ensure that we can quickly develop products that are focused on the needs of our customers. These changes are critical in order to align and focus resources on resolving issues that are negatively affecting customers, whether these issues involve code, architecture or infrastructure. Concur service uptime was 99.54% from September 2014 to August 2015. Using data to improve our service We continue to implement and expand tools and analytics capabilities that provide teams greater insight into how systems are performing and impacting users. Service availability communication We re committed to improving transparency and the way we communicate our service status to you. We launched Concur Open our global dashboard showing the most current status and performance of Concur services. Concur Open provides visibility to service availability, including performance or application issues and outages. Concur Open represents our commitment to improving the way we communicate our service status to you. 6
Looking toward the future Concur teams are working hard on what is most important to you: improving support, product reliability and how we work with you during implementation. Here s a look at what we re working on that will have significant impact on our customers experience: Customer service transformation Customers have told us we could be easier to do business with, that we should look for ways to eliminate unnecessary touch points and handoffs, that our knowledge and expertise should be more consistent and that our level of transparency, communication and responsiveness need to improve. We are launching a major initiative to provide world-class customer service. Our goal is to deliver a more unified, easy, complete and caring customer service experience. Concur is making the following investments to improve support: Hiring: We are hiring additional support staff in all 10 global support locations around the world to create additional case-handling capacity. Knowledge: Support teams are receiving additional training to accelerate new employee ramp-up time, and we are adding new training to increase our employees knowledge base. With added support staff, case-handling capacity has increased by 35%. Structure: We are reorganizing support teams around subject matter expertise, so we can solve customers most complex problems more rapidly. We are also continually reviewing our processes so your issues are resolved in a timely and effective manner. To deliver a world-class customer service experience we re making improvements in speed, consistency and quality. 7
Looking toward the future Additional product stability improvements Concur will continue to make improvements to product stability by focusing on four areas: Infrastructure: Concur will leverage best-in-class technology to accommodate future growth. Separation and simplification: We will continue to remove complexity to make it easier to troubleshoot issues, maintain systems and deliver new capabilities and features. Automation and test for failure: We continue to automate all aspects of our system, test for the failure of individual components and automate the recovery of the system from these failures. Visibility and transparency: The first iteration of Concur Open provided greater visibility into incidents impacting Concur products. An updated Concur Open will launch this year to provide more timely and detailed messaging and a refreshed design. Implementation and training In survey feedback you ve told us implementation can take too long, and that initial training isn t as comprehensive as you expected. Actions we are taking to improve implementation and training include: Customer success: Concur is placing greater emphasis on the implementation success of our customers, including speeding up the implementation process, using more efficient design methods, and increasing our focus on employee adoption. Customer learning: Concur introduced the ongoing Customer Learning Series focused on providing timely web-based training for administrators. People investment: Significant investment is being made to increase capacity and improve training across all implementation teams. The implementation team is very knowledgeable, responsive and helpful. They were flexible in terms of our schedule, which changes fairly often. Concur customer feedback 8
Concur Customer Experience Concur has created a dedicated team with the mission of driving a great experience throughout the customer lifecycle. We do this by listening, learning and taking action, and by engaging with teams across the business to define, design and ensure delivery against our vision. Stay connected with Concur Want to learn more about Concur products, share your feedback with Concur, or connect with other Concur customers? Here are resources for you: Bookmark our customer experience webpage and stay informed on what the customer experience team is doing. We want to hear from you. Please tell us what we can do better share your feedback. Check out the live Customer Learning Series free of charge to Concur administrators. Click here to register or view a recording. Review Concur monthly release notes and watch the quarterly product improvements highlight videos. Become a member of the Concur LinkedIn Client User Group, a client-only space for administrators and executives to discuss Concur features, share best practices and network with peers. Continue to submit your Solution Suggestions, or view and vote on those previously submitted. Locate the Solution Suggestions category inside your Concur solution under Support, then Community. Read the Concur blog. Because of all of the data we ve been able to gather through Concur, we ve recognized an opportunity to centralize several processes. Concur customer feedback 9
At Concur, we are motivated to create a simpler, better world for our customers through the perfect trip, the perfect expense report and the perfect invoice. We ve always embraced change and innovation as a means to that end. We re focused on what is important to you. Please continue to share your feedback with us. 2015 Concur, all rights reserved. Concur is a registered trademark of Concur Technologies, Inc. EB CONCUR CX US 2015/08 10