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Underwritten by Vishal Patel Research Director Ardent Partners December 2012

With more than 27 million small to mid-sized businesses (“SMBs”) in the U.S. today, the SMB marketplace has become the fastest growing segment in the U.S. economy. The sharp rise in the number of SMBs has been driven by economic opportunities as well as a new cloud-based technology landscape that provides powerful, yet accessible and affordable, solutions.

SMBs now have the opportunity to leverage these cloud-based solutions to manage key business processes, reduce their costs, and improve their productivity while gaining better control and visibility over their cash. The end result is better results and faster growth. The SMBs that miss the cloud opportunity risk being left behind by their faster and more agile competitors.

For an entire generation, technology has had an extraordinary impact on the lives of countless millions in the home and office. At home, technology and access to the internet have completely changed the way that people communicate, learn, and share; while at work, enterprise soft ware has helped drive efficiencies, foster innovation, and enable globalization.

Enterprise software was designed to help businesses streamline operations, gain more control over various business processes, and help focus more resources on the highest value opportunities. The original solutions were also designed to be installed on premise using enterprise- owned hardware. The result was that these heavy, more lumbering solutions required a large upfront investment ( often ranging from $500,000 to $5 million), a lengthy implementation period, and significant IT and financial resources to support and maintain the solutions. Needless to say, the total cost of these solutions placed them well beyond the reach of the typical small to mid-sized businesses (SMBs) giving larger companies a competitive advantage.

It was not until the introduction of cloud-based solutions that the playing field between large and small competitors would be come more leveled . A cloud-based solution is one that is delivered by a software provider over the internet to its customers; the solutions are typically hosted, maintained, enhanced, managed, and upgraded by the provider. Most cloud solutions have four underlying principles that align with the needs and resources of an SMB.

  • Accessibility – Accessible through a web-browser, require no installation , offer quick and easy deployment, and in some cases may be accessed via mobile devices.
  • Usability – Designed to be easy -to -use and require little or no training , like the many of the web -based “consumer” applications that people use in their daily lives . May include wizards and training videos to help new users learn the system.
  • Affordability – No large up -front fees and pricing structures that generally follow some form of usage or time -based model (e.g., per transaction, per user, or per period fees ), putting less strain on SMB finances . Require limited IT resources and offer faster deployments than the typical installed solution which can result in a quicker time to value .
  • Scalability – Built to be scalable and flexible with few limits on the number of concurrent users allowing a business to scale up or down (usually up) as required without degradation of performance and at an incremental cost.

The SMB of Future: Start Fast, Then Accelerate

The way that these solutions are deployed, packaged , and priced makes them more accessible to companies of all sizes and can help an SMB to be come as efficient, as innovative, and as effective in its daily operations as its much larger competitors. The availability of cloud solutions has allowed businesses of all sizes to scale processes by leveraging technology in to almost every aspect of business (e.g., Sales/CRM, HR , Travel , etc) enabling SMBs with the capabilities that were once only available to larger enterprises.

As more SMBs adopt robust cloud solutions, company size is no longer an acceptable excuse for below -average performance in any area of operation . The SMBs who fail to leverage these new solutions are at risk of being left behind by the next start - up that does.

For SMBs experiencing rapid growth, two key differences between long-term success and failure are (1) how well they manage cash flow and (2) the infrastructure they have in place to support their growth. SMBs that are fast growing need a robust operational infrastructure to help support and control that growth and ensure that their key business functions and processes are working and performing well. The automation of key operational processes such as the sales, accounts receivable, and accounts payable (“AP”) is now an achievable goal for SMBs and one that has become a critical part of doing business.

Gone are the days when being small mean t having to deal with disjointed and generally inefficient, paper-based processes. For today’s SMBs, there is tremendous value in using cloud-based solutions to move key resources away from the more tedious and tactical tasks to the higher value activities that have a much greater business impact.

One area that presents a significant opportunity for SMBs is the accounts payable process which manages how an invoice is received, processed, and paid. The AP function is also a key component of cash flow management which is a crucial part of running any business. An AP process that is efficient and can provide visibility into current and future liabilities can be a great asset to a cash - conscious SMB. Unfortunately, the AP process within most SMBs is largely manual and paper- based resulting in a general lack of visibility, gross inefficiency , and costly invoice/payment processing putting them at a disadvantage to those that have automated AP.

According to Ardent Partners’ research, the average cost of processing a manual invoice is approximately $19, more than five times the average cost of processing an invoice in an automated environment. Introducing a cloud-based ePayables (or AP automation) solution will help SMBs automate the manually-intensive AP tasks such as entering invoice data into a system and enable the finance or AP staff to focus on more strategic areas like cash management and other key issues like when to hold a payment ...there is tremendous value in having resources spend more time on higher value activities that have a much greater business impact ...any business that automates the AP process can reduce invoice processing costs by 40 - 70%.

Ardent Partners’ research has shown that the typical business that automates the AP process es can reduce its invoice processing cost by 40– 70% . This savings benefit has a bottom line impact, but , it can also help an SMB shift resources to more strategic activities like developing the next product or launching a new marketing campaign.

Cash, a Key Ingredient for Growth

No matter the industry, managing cash flow effectively and more strategically in an SMB is a fundamental part of ensuring survival. Cash is the life- blood of any business; this is particularly true for SMBs. Over the short and mid -term, how a company manages its cash inflow and outflow can be vital to its ability to grow and/or make payroll. In the long-run , a more strategic approach to cash management can help to better identify cash flow trends, understand areas of the business that generate or drain cash, negotiate better payment terms, and ultimately develop a more financially attractive business.

That said, the economic conditions over the past few years have made access to cash and credit more difficult for SMBs, making the management of cash an even more important aspect of operating an SMB. For these reasons, access to accurate data around payables and receivables and establishing key cash flow metrics (such as “days sales outstanding” and “days payable outstanding”) are crucial steps to gaining more control and transparency into cash flow and enabling the SMB to better track and analyze cash positions. For example, if an SMB is paying its invoices faster than it is collecting receivables, there is potential a cash flow issue. Without the right level of visibility and control , the discovery of cash flow issue s may occur too late, placing undue risk on the business.

Most SMBs today are not positioned to strategically manage cash flow mainly because their key processes, like AP , are manually driven, making it extremely difficult to collect, analyze , and access timely and accurate data . Paper -based AP processes are also the cause of a higher level of overpayments, duplicate payments, penalties, and various other errors that many SMBs simply cannot afford if they want to operate a financially agile business. AP automation (“ePayables”) solutions provide the ability to transform a manual environment into an automated, more efficient one by removing paper from the process and automating many of the basic AP functions (e.g., data entry, validation and approval/review). Through the deployment of a cloud-based ePayables solution that can automate the entire AP process (from invoice receipt to processing and payment) SMBs can better evaluate current cash positions and forecast how much will be required on-hand to meet current expenses. The understanding of current and future cash flow can also help SMB executives make key financing decisions and better plan and fund investments that will help support and grow the business. Furthermore, automation in AP can result in direct bottom line improvements due to the increased opportunity to capture early [Improved cash management] allows an SMB to better plan and fund investments that are focused on products and/or services or on growing the business. However, these more strategic activities can only be carried out if there is efficiency and visibility across the entire AP process.

How it Works and Getting Started

As mentioned previously, cloud -based solutions are generally more accessible, usable, scalable, and affordable making them ideal for SMBs . By automating the entire AP process, an SMB will be able to receive invoices, then process and pay them , all by accessing the solution via the internet .

Below is a more detailed description of how each AP phase is automated:

  • Receive – No matter the method in which an invoice is received (paper, PDF, eInvoice, etc) the data is extracted and displayed within the solution for approval and payment, reducing the need for AP staff to perform time- consuming tasks like data entry and check requests. Certain solutions offer an optional outsourced scan and capture service, which uses optical character recognition (OCR) to extract the data from paper or PDF invoices .
  • Process – A solution that is targeted to the SMB market will, in most cases, offer a simplified do -it-your self method (often referred to as a set -up wizard ) of setting up users on the system and establishing the proper approval authority and workflows. The processing of invoices is then based on the system design and the configured business rules , reducing the need to manually view and/or approve invoices
  • Pay – Solutions that offer payment capabilities allow for more efficient management and improved control over vendor payments. Solutions typically allow approved invoices to be scheduled for payment using either paper checks or electronic payments such as ACH which can enable a precision in cash settlement that is difficult with paper checks.

A key feature of any ePayables solution is its reporting and analytics capabilities . Solutions often include standard, pre-defined reports and the ability to keep track of key performance and operation metrics . Reporting capabilities can give SMBs a real-time, accurate view into payables and provide key details into overall spend , allowing them to establish and track key metrics, negotiate volume discounts, continuously improve AP performance, and make more informed decisions around vendor payments.

When an SMB is ready to get started, it is important to remember that cloud -based solutions bypass t he need to invest in an IT infrastructure and the set -up costs are generally minimal or non- existent . SMBs should be aware that many providers offer free trial s (e.g., 30 days free) and can offer short and more flexible contract terms that offer an easy ex it for SMBs, removing much of the risk involved in an IT project . Additionally, SMBs should look for solutions that allow for quick and easy integration to back-end systems, like an ERP or financial accounting system (if they exist ); many providers will ha ve pre- built integrations to certain back -end systems.

Lastly, some cloud - based ePayables solutions offer mobile access, an increasingly important consideration for SMBs with employees that are remote and/or frequent travelers.


The recent emergence of cloud-based ePayables solutions has given SMBs the opportunity to leverage innovative, reliable, and scalable technology to dramatically improve AP operations ; and , as a result, make smarter cash management decisions . Gone are the days when a growing company must spend years developing back -office resources, processes , and customized systems before it could reach a scale where automation was justified . Today, the picture is very different : an SMB can establish a hyper-efficient AP department from the start and then scale it with modest incremental investments as the company continues to grow at a fast pace . SMBs using cloud - based ePayables solutions are able to establish a robust operational infrastructure, reduce processing costs, and gain visibility into cash positions and liabilities – the res ult is a more focused and efficient operation that can operate more competitively and accelerate into the future.

About Ardent Partners

Ardent Partners is a Boston -based research and advisory firm focused on defining and advancing, the accounts payable, procurement, and supply management strategies, processes, and technologies that drive business value and accelerate organizational transformation within the enterprise. Founded by Andrew Bartolini , Ardent also publishes the CPO Rising and Payables Place websites. Register for access to Ardent Partners research at

About the Author: Vishal Patel, Research Director and VP of Client Services at Ardent Partners

Vishal Patel is a recognized expert in the world of accounts payable and supply management. He has worked closely with accounts payable and procurement groups for most of his career, researching best practices and advising clients on how to utilize technology to improve organizational performance. Vishal is the lead analyst for Ardent’s ePayables (Accounts Payable automation) coverage and is also responsible for the oversight of certain AP solution selection and benchmarking projects.

Vishal joined Ardent from a technology provider, where, as Director of Business Development, he helped establish and grow the company’s US business by helping corporations de-couple their marketing supply chains and drive significant savings. Earlier in his career, Vishal was a Research Director in the Global Supply Management research practice at Aberdeen Group where he led and supported the coverage of many key areas including contract management, commercial cards, ePayables, and complex category management. Vishal has been named a “Pro to Know” by Supply and Demand Chain Executive and holds a B.S. in Finance and International Business from The Pennsylvania State University and an M.B.A from Babson College. He welcomes your comments at or +1. 917.470.9522.

Industry Standard “Fine Print:” The information contained herein has been obtained from sources believed to be reliable. Ardent Partners, Ltd. disclaims all warranties as to the accuracy, completeness or adequacy of such information. Ardent Partners, Ltd. shall have no liability for errors, omissions, or inadequacies in the information contained herein or for interpretations thereof. The contents expressed herein represent Ardent Partners’ best analysis at the time and are subject to change without not ice. © 2012 Ardent Partners, Ltd . All rights reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. Solution providers and consultancies should take special note that Ardent Partners reserves the right to seek legal remedies including injunctions, impoundment, destruction, damages, and fees for any copyright infringement (which includes but is not limited to usage of any Ardent Partners content in company collateral, presentations, and websites ) in accordance with the laws of the Commonwealth of Massachusetts and the United States.

The views and opinions in this report represent those of Ardent Partners at the time of publication. Sponsoring companies have had no measurable influence on the content and research in this report. The contents of this research report are the exclusive property of Ardent Partners. Please direct any comments or questions regarding our research sponsorship policy to Ardent’s Chief Research Officer, Andrew Bartolini at and/or 617 .752.1620. Sponsor: Concur is a leading cloud -based provider of integrated travel and expense management solutions. Our easy- to -use Web -based and mobile solutions adapt to individual employee preferences and scale to meet the needs of any sized company, helping control costs and save time. Through the Concur® Connect platform, an entire ecosystem of end -users, corporate customers, suppliers, and solution partners to access and extend The Concur® T&E Cloud – which delivers solutions and services otherwise unavailable though traditional travel and expense programs. Learn more at

In the small to mid-sized business (SMB) world, investing in tools to automate business processes like accounts payable (AP) was once a significant and frequently taxing pursuit. The availability of cloud-based solutions has changed that by introducing solutions that are more affordable, provide greater accessibility, and represent significantly less risk for SMB. This report is designed to help SMB leaders understand and select the ideal AP solution to match their requirements.
In cooperation with its sponsors, International Accounts Payables Professionals (IAPP), International Accounts Receivable Professionals (IARP), National Association of Payables & Purchasing (NAPP), and The Association for Work Process Improvement (TAWPI) conducted qualitative and quantitative research among AP professionals to gain insights into trends in automated data capture in invoice processing.
This Aberdeen study evaluates how Best-in-Class companies use invoice automation to control their payables processes and drive bottom-line results.

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Play in the big leagues, no matter what your business’s size. Read this short guide and learn how cloud technology can help you bridge skill gaps, improve service quality, increase security, and drive cost efficiency.

Describes the value and benefits of Concur Invoice Management Solution

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Technology is moving accounts payable from old-fashioned manual data entry to a strategic asset that adds real value to an organization. Heritage Bank Controller Darin Johnson explains his experience with Concur's AP automation solution.


Concur's invoice management solution stream lines invoice processing helping you dramatically reduce costs and gain greater control over accountants payable. The average cost of processing a single invoice is $13.00. Concur can help you reduce this cost by nearly 70% to just $4.00. Concur helps you get invoices into your system quickly and easily. With OCR scanning technology, e-invoices and our outsourced service you can have prepopulated payment requests outer routed to the first approver.


Webinars (5)
Manual data entry, lost invoices, long cycle times, and lack of visibility - does any of this sound familiar? You are not alone. These were just some of the pressures global digital media company, Getty Images faced prior to streamlining their AP management workflow. Hear how Getty Images was able to use technology to see the bigger picture and manage their spend with a holistic view of their data.
Join Ardent Partners’ Chief Research Officer, Andrew Bartolini, and Christopher J. Dwyer, Research Director, as they unveil the top trends within the AP function for 2015 and utilize this discussion to your organization transform you AP department into a value-added program. You'll learn the top market trends that will shape how AP is viewed in 2015 and beyond, about the growing role of business networks in driving financial (and spend) management value and the ways the AP industry is increasingly shifting towards technology.
In some AP departments, the feeling of being overwhelmed by challenges with manual or semi-automated processes can lead to just no time to think about metrics and data. Complete AP automation can provide increased visibility and interactivity of data, cutting down the time it takes to track important metrics and make timely business decisions. Watch this on-demand webinar and learn how you can bring visibility to the invoice process and turn disconnected data into actionable insights.
In this on-demand webinar, hear from Aberdeen Group Analyst Ankita Tyagi as she discusses the role of automation in helping AP transition for a tactical to a strategic function. Also hear a client testimonial from St. Jude Medical and how they streamlined their AP process to drive bottom-line results.
Financially knowledgeable SMBs understand the value of optimizing their cash and having a level of predictability around their cash inflow and outflow - this is where automating AP proves to be valuable for the SMB. Too often, SMBs operate using manual processes resulting in high operational costs, errors and delays and a general lack of visibility. Those days are long gone, today's savvy SMBs are using affordable, cloud-based solutions to automate much of the AP process, resulting in greater efficiency and visibility into AP and improving cash management.
Solution Sheets (2)
Concur® Standard Edition allows you to configure the service with a self-paced set-up wizard. You’ll consult with a Concur Implementation Manager to start the process. The Implementation Manager will provide general recommendations and ensure you’re positioned to meet your milestones. With Concur’s implementation support, you can be up and running in as few as 30 days.
Accounts payable (A/P) staff often spend far too much time processing and sorting paper invoices – nearly 75 percent of all invoices – from suppliers. With Concur, companies have a single platform for managing travel, expense and invoice processing. Invoice Management enables efficient approval of supplier payment requests with an easy-to-use solution that eliminates paper and reduces costs.

Reports (3)

A paper-based Accounts Payable process is more likely to cause overpayments, duplicate payments and late payments.  This eBook shows you how you can reduce your invoice processing costs from 40-70% through automation with Concur.

In this report, you will learn some of the key pressures which compel organizations to refine their AP processes and will also identify key technological capabilities which enable Best-in-Class companies to out-perform their peers across key metrics like invoice processing costs, time to process a single invoice and early payment discounts. The study will conclude with a discussion on the impact of an AP organization on the bottom line and make a case for AP's role in attainment of strategic goals.

While paper still dominates as the number one method used to trade business- to-business invoices, there is a light at the end of the automation tunnel – paper is waning as more companies implement front-end invoice automation and automated workflow. In the past year alone, the use of paper to trade invoices has dropped ten percent (59 percent in 2012 from 69 percent in 2011). This trend will likely continue as more companies adopt electronic invoicing and automated approval workflow for invoices, the top two automation goals reported by accounts payable (AP) professionals in the 2012 Invoice Automation Adoption Survey.

Barriers to the adoption of imaging solutions are being broken down as more AP professionals get the internal backing needed from executives. In addition, 2012 survey results show that fewer AP professionals believe that their current paper based manual processes work (10 percent in 2012, down from 13 percent in 2011). Challenges in the invoice management process are becoming fewer as more companies begin to utilize imaging solutions at the front-end as soon as they are received, (up 4 percent to 44 percent in 2012).

In this 2012 Invoice and Workflow Automation Adoption Survey report, the analysts at PayStream Advisors examine electronic invoicing, imaging and data extraction, and automated workflow solutions at US-based enterprises. The analysis in this report is based on over 300 survey results and more than nine years of research findings. PayStream Invoice and Workflow Automation Adoption Survey PayStream Advisors conducted its annual Invoice and Workflow Automation Adoption Survey in the second quarter of 2012 and developed this report to highlight the overall trends that are currently shaping the rapidly evolving AP automation space.

The Invoice and Workflow Automation Adoption Report is designed to:

  • Help accounting and financial practitioners familiarize themselves with the electronic invoicing and automated workflow landscape
  • Enable them to better understand the extent of adoption of the various forms of AP automation
  • Allow companies to benchmark their operations against similar businesses.

Automated approval of workflow for invoices, ranked as the top financial automation goal at 29 percent. This is a logical next step for companies that have implemented front-end electronic invoice systems. Companies are beginning to reap the rewards of implementing an eInvoice solution and are now looking for ways to expand their success through automated approval workflow for invoices.

Increasing electronic invoicing is a top priority for 28 percent of survey respondents, down from 37 percent in 2011. Implantation of invoice imaging, the first step in the automation of a paper process bumped up 3 percent from 2011 to 2012. More survey respondents already have invoice imaging in place and are currently making the most of their imaging solution by increasing automated approval workflow for invoices and eInvoicing. Until recently, AP automation initiatives were largely limited to Fortune 1000 companies, which have the human and capital resources to implement and manage these applications. Today, we are seeing this trend trickle down to small and medium enterprises (SME) – those with annual revenue under $250 million due to two major factors:

1. Small and medium-sized companies are struggling with manual, paper-driven processes and are realizing that automation can alleviate most of the challenges they face in their day-to-day operations.

2. The availability of affordable, easy-to-implement and use technology solutions is driving a renewed interest in AP automation for SMEs.

Adoption Rates Continue to Climb: Twenty-eight percent of executives surveyed said they have already launched an invoice automation initiative and another 47 percent plan to within a year. Also encouraging is the number of survey respondents (25 percent, up from 22 percent in 2011) reporting they have plans to implement their top automation initiative in more than 12 months.

Reliance on Paper for Invoice Receipt Key Insight:

Paper and paper equivalents including email and fax are still the predominant methods for conveying supplier invoices. However, automation is making great strides. Paper invoices dropped below 60 percent of total invoices in our 2012 survey, down from 69 percent just one year ago.

Suppliers not willing to adopt electronic payments, shortage of IT resources and lack of integration between electronic payment and AP systems were the top three barriers. Paper Chase While paper still dominates the AP landscape, more AP practitioners are getting out from underneath the paper piles and are utilizing electronic invoicing. Invoices received via paper have dropped from 69 percent in 2011 to 59 percent in 2012. That’s a significant reduction in just one year. The majority of AP professionals that made the switch from paper have adopted electronic invoicing, portals and EDI. The others are simply saving the 45 cents in postage by making the switch to email or fax. For more information on electronic invoicing, download PayStream’s 2012 eInvoicing Adoption Benchmarking report.

Breakdown of Invoices via Receipt Method Paper invoices decline as eInvoicing, Portals and EDI increase 13% Email, 6% Fax, 22% eInvoice/Portals/EDI, Paper 59%

Barriers to Invoice Automation Electronic invoicing is more efficient than paper. Paper requires manual processing, which leads to a number of problems such as keying errors and lost or missing invoices, just to name a few. Routing paper invoices is time consuming and leads to other problems downstream, including a lack of visibility into outstanding invoices and the lack of ability to capture supplier discounts. If there are so many benefits to electronic invoicing, why is paper still so prevalent?

PayStream analysts asked AP practitioners, who offered the following insights:

Supplier Resistance Suppliers’ unwillingness to submit invoices electronically is the number one barrier to invoice automation. One way to overcome this obstacle is to work with solution providers that provide supplier onboarding. These solution providers will work directly with your suppliers to get them plugged into the eInvoice universe. Business Practices Like the old adage says, “You can lead a horse to water, but you can’t make him drink.” While invoice automation solutions lead to greater efficiency and lower Challenges to Adoption of eInvoicing Supplier resistance is the number one challenge to invoice automation.

AP personnel can be resistant to change. Invoice automation heralds a tremendous change in the way buyers and suppliers conduct business. Internal resistance to change or the belief that current paper based systems work well, even though they are not efficient, is a barrier that solution providers overcome by clearly identifying the tangible benefits of automation and communicating them efficiently. Technical Challenges The good news is that most eInvoice applications available on the market today integrate easily with legacy systems on the buyer and supplier sides, resulting in secure and seamless data transfer, as well as streamlined processes and more efficient workflows. While a shortage of IT resources ranked as the number three barrier to invoice automation, we should see this number continue to decline due to the availability of affordable, easy-to-implement and use technology solutions available today.

View all charts and data by downloading the PDF version.