Key Takeaways: How Intel Uses WalkMe to Address Expense Report Issues Before Employees Submit

Recurring expense report errors don't just create extra work — they create a cycle of support tickets, employee frustration, and process inefficiency that's difficult to break with traditional training alone. Intel found a different approach: rather than reacting to problems after submission, they used WalkMe by SAP Concur to deliver contextual guidance, validation, and smart tips directly within the employee workflow, at the moment the action takes place.

The results were concrete. Bank-detail failures among employees in China dropped from 172 in 2023 to 51 in 2025 and 36 by 2026. Support ticket volume trended down quarter over quarter. And more employees began following Intel's intended process for quarterly expense submission — a behavioral shift, not just a technical one.

This tip sheet distills Intel's experience into four practical steps that any SAP Concur customer can apply:

• Start with your biggest recurring pain points — identify where employees consistently encounter friction or generate support requests
• Put guidance where the problem happens — use in-workflow tips, validation, and prompts before employees submit
• Look beyond engagement to behavior and outcomes — measure whether the underlying process is actually improving
• Refine and expand over time — maintain internal ownership of WalkMe guidance and continue addressing new pain points as they emerge

Whether you're just getting started with WalkMe or looking to expand its impact, Intel's experience offers a grounded, scalable model for improving the employee expense experience — and reducing the administrative burden that comes with getting it wrong.