Conference Presentation

Coveo Case Study: From Responsive to Proactive: The Evolution of SAP Concur’s Customer Support Experience

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As the world’s leading provider of integrated travel and expense management services and solutions, SAP Concur employs over 7000 people globally, with a diverse customer base ranging from small businesses to the Fortune 500. To keep up with the evolving expectations of their customers, SAP Concur needed to transform their support strategy.  Join us as SAP Concur shares its vision, successes and lessons learned from their journey to relevant and unified experiences for their customers and support agents. They will share their transformation roadmap, how they created rich contextual experiences, and the results they’ve achieved to date in terms of improving self-service success, case deflection and CSAT. You’ll get to hear about their next steps in leveraging AI-powered search and recommendations to make their support experiences even more personalized and proactive - at scale. 

Presented By:

Dawn Dutton

Knowledge Team Manager, Concur

Publish Date: May 7, 2019

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