Most employees don’t read policy documents. They don’t memorize training. And they’re not thinking about compliance when they’re submitting an expense report. 

They just want to get it done. 

That’s where many spend management strategies break down—not because policies are missing, but because guidance isn’t showing up when it matters. So, what happens when you embed that guidance directly into the flow of work? 

We asked SAP Concur customers for their thoughts using WalkMe, a digital adoption platform now provided by SAP. Here’s what they had to say: 

FAQ 1: Will employees actually use this? 

Instead of relying on training or documentation, WalkMe delivers guidance inside the Concur experience, right when users are making decisions. Both SAP Concur customers were amazed at the ability they had with WalkMe to drive behavior change and provide its’ employees with a better experience. The shift—from static education to in-the-moment enablement—is what drives adoption. 

“The tool actually worked.”  
- Supervisor of Corporate Credit Card, Expense Reporting & Travel 

“This tool gives us an opportunity to get in front of people in real-time when they need it.” 
- Expense and Payments Manager 

Key Insight: SAP Concur users don’t need to seek it because WalkMe meets them on the platform and in the moment they’re submitting expenses. 

 
FAQ 2: Will this just add more work for my team? 

Our customers consistently report fewer support tickets and less time spent answering repetitive questions. Instead of reacting to issues after they happen, teams can proactively guide users and shift their focus to higher-value work. 

“It’s really nice to see the shift from getting more tickets and getting people reaching out to me directly to seeing those numbers go down… we’re seeing people actually listen.” 
- Expense and Payments Program Manager 

“We’re getting less calls and our team can focus on the important things...”  
- Supervisor of Corporate Credit Card, Expense Reporting & Travel 

Key Insight: WalkMe reduces repetitive work and the burden of requiring more support to help employees understand how to use the tool. 
 

FAQ 3: Does it actually improve compliance? 

WalkMe doesn’t enforce compliance after the fact; it helps guide employees through the tool, so they can make the right decision in the moment. Because most employees want to do the right thing – they just don’t always know what that looks like, especially when they are using a system infrequently. Instead of finding out later through rejections or fees, they’re supported as they go, fixing issues and learning in real time. That means fewer errors, fewer rejections, and fewer downstream corrections. 

“People don’t read, and they don’t care about expensing until they’re in the tool...We’re educating employees on how to use Concur and driving compliance at the same time.” 
- Expense and Payments Program Manager 

“I love the ability to customize the messaging...so that they know what the expectation is from a policy perspective.” 
- Supervisor of Corporate Credit Card, Expense Reporting & Travel 

Key insight: With WalkMe, compliance happens in the flow of work, not after. 

FAQ 4: What kind of ROI can I expect? 

Achieving a return on investment (ROI) with WalkMe isn’t theoretical; it shows up in measurable behavior change, such as: 

• More spend in-system  
• Fewer errors and fees  
• Better compliance outcomes 

Over time, customers have found this can lead to major wins, and better compliance around historical areas that were once hard to change behavior or capture within company systems. For example, our customers have experienced: 

• More in-policy bookings  
• Increased discount capture  
• Improved duty of care 

“Historically, we had 60% of our employees booking outside the system… since we’ve launched this, we’re at a point where only 20% of our spend is outside the system...That means deeper discounts and better duty of care… it’s been very beneficial.” 
- Supervisor of Corporate Credit Card, Expense Reporting & Travel 
 

Key insight: WalkMe has given customers measurable improvements in spend behavior and cost control. 

FAQ 5: Is it scalable across large organizations? 

For leaner teams managing thousands of users, WalkMe becomes a force multiplier, helping enterprise businesses deliver consistent guidance without increasing support resources. One customer wanted something useable and scalable, so their small team could better handle thousands of employees. WalkMe delivered exactly that. 

“How are we going to train almost 1,500 employees? How can we support a big group and not increase headcount?”  
- Supervisor of Corporate Credit Card, Expense Reporting & Travel 

Key insight: WalkMe is designed for scale without adding headcount. 

FAQ 6: How fast can we see value? 

Customers don’t need to wait months to see results. Many see it almost immediately. They start with a targeted “punch list” of friction points and expand the solution from there. 

“It’s user friendly... easy to use... not a difficult thing to do. We implemented over 30 problem areas in a single week.” 
- Supervisor of Corporate Credit Card, Expense Reporting & Travel 

“We’ve seen an overall decrease in late fees and rejections due to bank details not being correctly entered... Every time we have an issue, we just pop it into WalkMe.” 
- Expense and Payments Program Manager 

Key insight: WalkMe delivers fast time-to-value with immediate use cases. 

Improve Your Employee Experience and Support with WalkMe from SAP Concur 

WalkMe isn’t about adding more oversight. It’s about redesigning how guidance shows up. Because in modern spend management, spend control doesn’t come from visibility alone. It comes from building systems where the right behavior is the easiest behavior.  

But don’t take it from us; our customers simply love it: 

“I will tell you that I love it… what took us forever to initiate it?” 
- Supervisor of Corporate Credit Card, Expense Reporting & Travel 

“It’s a great tool. We really enjoy using it.” 
- Expense and Payments Program Manager 

Learn more about benefits of WalkMe for SAP Concur solutions.