2019 Expense Survey1Majority Use One Expense System Globally
Corporates overwhelmingly prefer to consolidate expense management systems.
2019 Expense Survey2Inertia or Loyalty?
Concur has the longest relationships with survey respondents and among the highest functionality scores. It missed on customer service satisfaction, but that doesn't seem to have hurt the provider. If smaller players want to win business, they will need to satisfy both functionality and service demands.
2019 Expense Survey3Are You Satisfied?
Concur missed on customer service satisfaction, but that doesn't seem to have hurt the market-dominating provider. If smaller players want to win business, they will need to satisfy both functionality and service demands.
2019 Expense Survey4Concur's Biggest Competitor: Internally Built Tools
Expense industry consolidation continues as smaller providers join forces to compete against market juggernaut Concur. For now, Concur's largest competitor is the corporate itself, given the number of internally built products still in use. Respondents both praised and poo-pooed internal tools, depending on their company's commitment to keeping the sytems maintained and up to date.
2019 Expense Survey5Must-Haves: Data Intelligence & Mobility
Expense data is valued for its "completeness," and the fact that it can be sliced and diced into customized reports has become the most important functionality among the many that expense providers need to deliver. Beyond that, user-friendliness and mobile process support are essential for successful expense technology adoption.
2019 Expense Survey6Natural Language Is Low Priority
The automation of fine-tuning expense report details is less important to travel managers.
2019 Expense Survey7Are ERP, HR & CRM Integrations Set to Mature?
Corporate card data and general ledger integrations have matured. Could the next integration frontier be focused on HR and customer relationship management? Will emerging expense tools that link travel spend to customer conversion and ROI gain traction?
2019 Expense Survey8Reimbursement Policies Get a Bit Stingier
Respondents said policies have expanded in terms of allowable airline seats, indicating the market for "premium economy" is no longer niche. Respondents also focused on daily meal per diems and allowable hotel rates, but similar numbers have raised and reduced them. For those getting more generous, in-flight Wi-Fi on all flights, not just lengthy ones, is trending. Expanded access to airline lounges is another "extra" providing enough value for companies to approve reimbursement.
2019 Expense Survey9Timing Is Everything
Leading programs are turning around expense approvals within 24 hours and reimbursing the employee within a couple more days. A more manageable time frame for most companies is about a week from approval to reimbursement. If it's taking your company longer, it might be time to look at processes or tools that can help.
2019 Expense Survey10Auditing: How Much Is Right?
One respondent said, "Not nearly enough," and another reported, "Way too many." No degree of auditing drew the support of a majority.
2019 Expense Survey11An Uphill Battle for Adoption
Machine learning and artificial intelligence may ultimately close the expense approval and auditing gap with tools that can detect abuse patterns among large data sets, but BTN’s survey indicates such tools may have an uphill battle when it comes to adoption. While the majority look forward to such capabilities, a large chunk of expense management professionals have trust issues with a hands-off approach.