SAP Concur Review

Big improvement over managing expenses in Excel. Don’t expect any value out of customer service.​

What is most valuable?

I love the mobile feature – my boss loves approving her expense reports on the app.

How has it helped my organization?

Big improvement over managing expenses in Excel. Helped us move away from paper entirely.

What needs improvement?

Support and help. Their online help is useless, and support is iffy at best. They tend to try to blame third parties, take a long time to respond, and aren’t good at communication. You are forced to use a travel agent, they charge $8 for each booking, and $27 for each call.

TripIt sync is great, but there is no calendar integration with Outlook, which is awful.

For how long have I used the solution?

We've been using it since 2014.

What was my experience with deployment of the solution?

There's a steep learning curve for non-techies, and for those that preferred the old paper method, they had a tough time adjusting. Also there are concerns about security, especially in light of heavy and unreported third party vendor usage by Concur. Most staff don’t use travel portion.

What do I think about the stability of the solution?

We have had frequent downtime.

What do I think about the scalability of the solution?

Really designed for companies of at least 25+ or more. IF we ever grow, we’ll be ready. When looking back, it's probably too complex of a system for an organisation of our size.

How are customer service and technical support?

Customer Service:

It's lousy.

Technical Support:

It's lousy.

Which solution did I use previously and why did I switch?

We were using Excel.

How was the initial setup?

It was complex – lots of stuff a small company like us didn’t need.

What about the implementation team?

We did it in-house.

What's my experience with pricing, setup cost, and licensing?

Pricing is expensive when compared to other options, for small business.

Which other solutions did I evaluate?

We considered Expensify, but their security and customer service was even worse. The company was young, growing too fast, and not stable.

What other advice do I have?

Be prepared for a heavy lift. Much better for larger scale enterprises. Don’t expect any value out of customer service.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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