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Communicating with your Users:How to Manage Change and Promote your T&E Program

Clay Thompson, Client Marketing Manager for Concur

Cathy Sharpe, Director of Global Travel & Expense

Management Services for ITW

Where we’re going

Change management

How Concur supports you

Communication tactics

Outcomes to look for

Change management

The People vs the Project

Project management is only a part of the change management plan.

Change management looks at the people who are sponsoring,

executing and affected by the change.

People are ice cubesMelt. Change. Freeze. Repeat.

MELT

CHANGE

FREEZE

Create motivation. Start communicating.

Empower people. Identify problems. Implement tools.

Confidence restored. Culture intact. Benefits realized.

Tips of the icebergDon’t let your project sink!

• Communicate vision

• Include all types in the planning process – even cynics!

• Establish two-way communication and support channels

• Active listening with your emotional intelligence

• Manage your own feelings and motivations

• Celebrate success!

How Concur supports you

Currently

Professional

edition only

Deployment & Training ToolkitsLearn. Teach. Optimize.

• Deployment and transition for core services

• Learn how to administer Concur

– Get to know the basics of Concur® Travel,

Concur ® Expense and Concur ® Invoice

– Back office tools and configurations

– Reporting

• Customer Learning series

www.concurtraining.com/

Professional► /pr

► /prdeployment

Standard► /standard

► /standarddeployment

GO TO

Promotional guidesfor Concur mobile app and TripLink

• Find in the Training Toolkit

• End user and admin materials

• Sample promotion plans

• Reporting!

Communication tactics

Cathy Sharpe

Tips of the icebergDon’t let your project sink!

GLOBAL TRAVEL ADOPTION

87%

Expanded stellar US adoption to drive Concur Travel

bookings across regions—reducing incurred fees!

Easy to access policy that shares the “why”

Focus on Concur during in-person T&E trainings

Strong dynamic messaging for ease of use

Midsized industrial company

MOBILE ADOPTION

89%

This recycling and waste materials company used their

portal, email, live training, newsletters and a pilot group.

Built into the onboarding process

Strong executive support

Used the Concur Mobile training site

Send an email!...and other tactics we may have missed

INTRANET/PORTAL

NEWSLETTERS & EMAIL SIGNATURES

INTERNAL SOCIAL MEDIA

ONLINE & IN PERSON TRAININGS

POSTERS

COMPANY EVENTS

Outcomes to look for

Tracking your progressthrough business metrics

• Identify where your communication tactics

have been successful in driving adoption or

compliance

• Are there areas where you have found

success? Where there’s room for

improvement?

FIND RESOURCES IN YOUR TRAINING TOOLKIT!

Mobile utilization

Optimize mobile adoption to…

• Increase employee satisfaction with an easy

user experience

• Increase adoption of your T&E program

• Drive compliance to your preferred vendors

• Drive more accurate, compliant expense reports

• Better understand your outstanding liabilities

REPORTS

Mobile Mobile Registrations

Mobile usage Expense mobile metrics summary Travel mobile metrics summary

Applies to:

Travel Expense Analysis &Intelligence

Travel policy compliance

View list of users that violated company travel policy

based on “violation code” and “violation reason.”

Actions:

• Review employees use of critical reason codes like

declined lowest fare due to obtaining frequent flyer

points. Hone in on key users for you to watch and

potentially educate

• Analyze top utilized reason codes and adjust your

policy to streamline program and booking process

• Remove underutilized reason codes

REPORTS

Compliance Travel policy exceptions Top exception violators

Applies to:

Travel Analysis &Intelligence

Business efficiency

Accruals – determine the amount of expenses not assigned to

expense reports and those assigned to a report but not yet paid

• Gain visibility for accurate financial reporting

• Better manage cash flow

Workflow cycle time* – monitor how long it takes an expense report

to move through the major workflow steps so you can…

• Identify bottlenecks in the process

• Justify your investment

* Intelligence only

REPORTS

Accrual Expense accrual Expense Accrual by date range

Expense processing Workflow cycle time details

Applies to:

Expense Analysis &Intelligence

Q&A

Click on the arrow to open link

• Change management activities guide

• Training Toolkit

– Professional

– Standard

• Adoption toolkits

– Mobile app

– TripLink

• Customer Learning Series

Links to key resources

©2016 Concur, all rights reserved. Concur is a registered trademark of Concur Technologies, Inc. All other company and product names are the property of their respective manufacturers. Specifications and other details listed are accurate as of

printing, but may change without notice.