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Case Study: How SAP Concur’s Partnership with Coveo Led to Innovative Advancements

Key Takeaways

⇨ SAP Concur serves over 66 million users globally and has implemented a cloud-first approach for enhanced customer experience and service quality.

⇨ The partnership with Coveo has introduced AI-driven search and recommendation features, resulting in a 20% reduction in case volumes and improved efficiency in finding information.

⇨ The implementation of Coveo's generative answering system has significantly reduced search queries and content gaps, indicating increased customer satisfaction and streamlined support.

SAP Concur, a top provider of travel and expense management solutions, has enhanced customer experience and efficiency through a partnership with Coveo that implemented AI-driven search features, resulting in a 20% reduction in case volumes and improved service metrics within just months.

SAP Concur is a leading provider of integrated travel, expense, and invoice management solutions, serving over 66 million users globally with a robust customer service team of 5,000 agents. The company has prioritized a cloud-first approach to enhance customer experience and service quality, which is crucial for customer retention.

To improve digital experiences, SAP Concur partnered with Coveo to implement AI-driven search and recommendation features across both assisted and self-service support channels. This collaboration aims to deliver personalized experiences for customers and empower service agents with efficient tools, including secure indexing and advanced hybrid search capabilities.

In their first year of collaboration, SAP Concur observed a significant reduction in case volumes by 20%. They also exceeded their six-month benchmarks in less than three months through a rollout on the SAP for Me platform. The introduction of Coveo’s generative answering system has further enhanced service quality, alleviating concerns regarding accuracy and security.

Within just four weeks of utilizing Coveo’s relevance generative answering, SAP Concur experienced a nearly 5% reduction in cases per thousand search sessions. Additionally, customers’ search queries per visit decreased by over 80%, while content gaps declined by 64%. These metrics indicate that customers are finding information more efficiently and effectively.

Overall, SAP Concur’s partnership with Coveo has led to innovative advancements in both customer and agent experiences through AI-enhanced search and recommendations, positioning the company for ongoing success in the future.

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