Reducing Help Desk Tickets by 40% with Concur User Assistant by WalkMe
A global medical device company operating across international healthcare markets utilized SAP Concur to manage travel and expense processes throughout its worldwide operations, yet users struggled to fully adopt the platform.
The challenge: overwhelmed support and inefficient user experience in SAP Concur
Despite having comprehensive FAQs and training materials, a global medical device organization faced mounting challenges with its SAP Concur Travel & Expense (T&E) operations. Repetitive tickets for common questions and issues inundated the T&E support team — issues that existing resources should have addressed. New employee onboarding consumed significant time and resources, while users struggled to find answers independently, creating a cycle of dependency on support staff.
The organization's growing global workforce amplified these pain points. End-users frequently abandoned tasks or submitted support tickets rather than navigating existing help documentation, which led to frustration and operational inefficiencies. The T&E team found themselves caught in reactive support mode, unable to focus on strategic initiatives that could drive greater value for the organization.
The vision: enhance user adoption
Recognizing these operational challenges, leadership saw an opportunity to fundamentally transform how employees interact with SAP Concur. The organization envisioned a self-guided experience that would empower users to find answers instantly within the application itself, reducing their reliance on support while improving satisfaction and productivity.
To address these challenges, the organization established four strategic objectives:
Minimize support desk tickets for repeat questions and issues
Decrease the time and effort required for employee onboarding
Make end-users more self-sufficient in SAP Concur
Develop custom, contextual in-application guidance
This vision would enable the T&E team to shift from reactive support to proactive strategy, while creating a more intuitive and efficient experience for all users.
The solution: implement Concur User Assistant by WalkMe
Acquis implemented Concur User Assistant by WalkMe to directly tackle the organization's core challenges through strategic digital adoption. Rather than simply adding another layer of help documentation, Acquis followed a comprehensive five-phase approach focused on addressing root causes rather than symptoms:
Discovery & analysis: Conduct a comprehensive assessment of existing system challenges and user behavior patterns that perpetuated the dependency cycle
Alignment & planning: Host collaborative sessions to align business objectives and establish KPIs for measuring transformation success
Solution design: Facilitate workshops to recommend optimal Concur User Assistant configuration for maximum impact
Deployment & configuration: Implement agreed-upon solutions adhering to best practices, with emphasis on Smart Walkthroughs
Optimization & insights: Facilitate a solution health scan and analytics review to optimize performance and identify continuous improvement opportunities
This methodology ensured that each phase directly contributed to solving the organization's specific challenges while building a foundation for long-term success.
Eliminating repetitive support tickets
To break the cycle of recurring support requests, Acquis deployed Smart Walkthroughs that guide users seamlessly through common expense report processes. These interactive elements deliver contextual assistance precisely when users encounter challenges, helping to reduce ticket submission by resolving issues in real-time within the application.
Streamlining new employee onboarding
The Concur User Assistant design directly addressed onboarding inefficiencies through guided workflows that walk new users through essential SAP Concur functions. Instead of consuming T&E team resources for basic training, new employees now receive step-by-step guidance embedded within their actual work environment, accelerating their time to productivity.
Building user self-sufficiency
Acquis designed Concur User Assistant to anticipate user questions and provide immediate answers without leaving the application. This contextual support system empowers employees to complete tasks independently, reducing their dependency on support staff while building confidence in the platform.
Creating custom in-application guidance
Working closely with stakeholders, Acquis developed tailored guidance experiences that reflect the organization's specific processes and requirements. These solution design sessions ensured the final configuration addressed unique operational challenges while supporting broader business objectives.
Results and business impact
The implementation delivered transformational results that exceeded expectations and fundamentally changed how users interact with the system. Key achievements included:
The Concur User Assistant implementation reduced help desk tickets by 40% within three months after deployment
T&E team successfully transitioned to focus on more value-added and strategic activities
Help desk SLAs shifted to higher priority issues, enabling the team to focus on more strategic improvements
Through Concur User Assistant, Acquis successfully enabled the organization's strategic vision of transforming end-user support from traditional assistance to genuine self-sufficiency. The T&E team moved from spending time on routine administrative support to driving strategic initiatives that deliver substantial business value.
This transformation established a scalable support ecosystem where users receive immediate, contextual guidance without overwhelming human resources. The Concur User Assistant implementation demonstrates how strategic technology deployment can revolutionize operational efficiency while simultaneously enhancing user experience, increasing user adoption, and enabling teams to focus on high-impact activities that drive organizational excellence.
Breaking the support dependency cycle
By partnering with Acquis, this global medical device company transformed its support model through strategic deployment of the Concur User Assistant, creating a self-sufficient user ecosystem that freed the T&E team to focus on strategic initiatives and delivered measurable operational improvements.
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