OUR CUSTOMER BACKGROUND :

Our customer is a multinational automotive manufacturer headquartered in Japan. In 2017, Our customer's corporate structure consisted of 364,445 employees worldwide and, as of December 2019, was the tenth-largest company in the world by revenue.

The company is the second largest automobile manufacturer in the world, behind Volkswagen, based on 2018 unit sales. Our customer was the world's first automobile manufacturer to produce more than 10 million vehicles per year, which it has done since 2012, when it also reported the production of its 200-millionth vehicle. As of July 2014, our customer became the largest listed company in Japan by market capitalization and by revenue.

SERVICE SCOPE :

FinTrans was tasked by the customer to provide the post go-live Production Support and Value-Added Services related to their Concur instance, taking full responsibility for continuous application maintenance & evolvement.
The service scope covered the following areas of application and integration maintenance & development:

Application Change Request & Maintenance Support:

  • Evaluation and impact analyses of new configuration change requests after initial configuration
  • Execution of complex & non-complex configuration change requests in the existing setup (e.g., audit rules, email reminders, car configuration, VAT/GST configuration, activation of new expense types, creation of new Workflows, etc.)
  • Prepared functional test scripts for Concur CR / new enhancement
  • Testing and confirmation of new features and functionality of SAP Concur releases on a monthly basis, including activation of new features and functionality after receiving confirmation from our
    customer’s T&E Business Process Owner (BPO) – mainly related to Concur Expense and Concur Central Reconciliation

Daily Incident Management Support :

  • Provide day-to-day incident management support using incident management tools
  •  Provide detailed root cause analyses by incident
  •  Help customers in setting up a leading support practice for faster incident resolution

Enterprise Application Integration Support :

  • Provide functional support/input regarding SAP ICS integration requirement gathering with respect to FI posting to the customer ERP
  • Monitor daily inbound load and outbound extractions and coordination of the resolution of interface file data issues with downstream systems support teams
  • Check and authorize daily payment batch files on the SFTP server (AP/GL Extraction file)

Employee Master Data Integration Support :

  • Help other cross-functional teams in case of any issues with the employee master data interface feed

Credit Card Feed Support : 

  • Support on Credit Card Feeds (e.g., missing card transactions, deletion of card transactions under users’ profiles, assignment of new credit cards to employee profiles, deactivation of credit cards on
    bulk level)

Employee & Attendee Administration Support :

  • Create and deactivate employee profiles
  • Update default employee cost center, approver hierarchy values, etc.
  •  Manage the attendee administration (employee attendee, HCP guests, and business Guest)

Knowledge Transfer - Remote & On-site :

  • Provide training to super users & Level 1 support teams remotely or on site
  • Train key users on functional implementations on need basis. Note that the training to end-users was conducted by the trainers (to key users by location/geography).

Mobile Application Support & Testing

Communication and Coordination with the SAP Concur Customer Support & Central R&D team in case of technical issues

Administrative and Compliance related Activities :

  • Co-ordinate with the Expense Management SME for timely delivery
  • Comply with contractual service levels for Concur Change and incidents Requests (in terms of response & resolution time)
  • Report and update the customer in weekly meeting and monthly steering committee sessions
  • Adhere to SOX process for requests, incidents and configuration enhancements
  • Complete the monthly SOX documentation review related to requests, incidents and configuration enhancements

MODULES & EXTENDED FEATURES SUPPORTED :

  • Concur Travel & Concur Expense
  • Concur Request Add-on
  • Concur Central Reconciliation
  • Budget Insight for expense
  • ExpenseIt Pro
  • Locate for Travel (Travel Safety)
  • Travel Allowance
  • Consultative Intelligence on the Travel & Expense Modules
  • Concur Mobile Applications (Expense and Request Modules)

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