You implemented SAP Concur, but is it actually delivering ROI? Learn how change management unlocks adoption, compliance, and business value post-Go-Live.
The Post-Go-Live Reality
A company invests millions in SAP Concur. The technical rollout is flawless. ERP integration works seamlessly. But six months later, the CFO sees a problem:
- 40% of employees are still booking travel on personal apps
- Expense reports are still getting kicked back for basic policy violations
The issue is not the software – it is the human factor.
At FinTrans Solutions, we have seen time and again: the true ROI of Concur does not arrive at Go-Live. It arrives at Go-Adopt. And that is where most businesses fall short.
Why People Stay in the “Caterpillar” Phase
To improve user adoption, we must first understand why employees resist using SAP Concur. It is not rebellion – it is friction. Common reasons include:
- Habitual Comfort: Familiarity with personal travel sites
- Perceived Rigidity: Fear of limited flight options or inconvenient hotels
- The “Police” Effect: Viewing travel policy as punitive rather than supportive
If your communication strategy feels like enforcement, employees will seek detours.
Improving Employee Experience in Finance (EX)
Digital transformation succeeds when you prioritise the Employee Experience – especially in finance. Why?
When the system is easy to use → employees use it
When they use it → you get real-time, accurate data
When you have data → you get ROI
- Stop Being the Police; Start Being the Partner
Reframe your travel & expense policy in human-friendly language:
- “Failure to book through the OBT will result in non-reimbursement.”
- “Booking through Concur helps us track your trip in emergencies and handle expenses directly – so you are never out of pocket.”
Explain the why. Show employees that booking through preferred channels helps negotiate better rates – benefiting everyone.
- The Power of “WhatIsIn It For Me?” (WIIFM)
The road warrior does not care about cost centres – they care about saving time and hassle.
Highlight the magic moments:
- ExpenseIt: Snap a receipt, and it becomes a line item before the waiter brings change
- TripIt: Organise your entire itinerary in one place
- Faster Reimbursements: Money back in days, not weeks
The Metamorphosis: FinTrans Solutions’ 3-Step Adoption Strategy
At FinTrans Solutions, our Adoption and Change Management (ACM) framework turns resistance into ROI with a simple, human-first journey:
Step 1: The Awareness Walkthrough
Before launch, we run Day-in-the-Life simulations:
- A traveller breezing through airport check-in
- A manager approving a report in two mobile taps while waiting for coffee
Result: employees and leaders see how easy the process can be.
Step 2: Empowering Change Champions
Every team has its go-to person. We identify these power users early, give them pilot access, collect feedback – and turn them into internal influencers.
They become the voice that says:
“Actually, it is much easier this way.”
Step 3: Continuous Feedback Loop
Adoption is a dialogue, not a broadcast. We help set up:
- Interactive Office Hours
- Virtual “Clinics” for real-time help
Employees ask: “How do I handle a group dinner?” or “What if my flight is cancelled?”
These small moments – solved quickly – prevent long-term resistance
The Ultimate Metric: Ultimate Utilisation
In change management, ROI is driven by Speed of Adoption, Ultimate Utilisation, and Proficiency.
Accelerate adoption by 20% and ROI does not just rise by 20% – it compounds:
- Cleaner data arrives faster
- Manual errors are eliminated earlier
- Finance can shift from auditors to strategic advisors
Tech Is the Vehicle. People Are the Engine.
At FinTrans Solutions, we believe technology alone does not transform organisations. People do.
When you invest in the human factor – through empathy, training, and communication – you unleash the full power of SAP Concur.
Is Your Concur Adoption Stalled?
You have implemented the software. But are employees using it as intended?
Our Spend Management Diagnostics & Health Check does not just review your Concur settings – it audits your internal culture.
We identify:
- Friction points in user experience
- Gaps in communication
- Rogue behaviour patterns and their root causes
And we help turn resistors into advocates.
Ready to Rethink Your Internal Communications?
FinTrans offers “Human-First” rewrites for internal travel policies and employee messaging.
Want us to audit your internal travel comms and propose a user-friendly, adoption-boosting version?