Case Study: SAP Concur achieves $1M in support cost deflection and a 31% engagement lift with Khoros

How the SAP Concur community team used customer input to pivot fast

SAP Concur, the leading travel, expense, and invoice management brand, partnered with Khoros when their community team discovered via the Khoros Value Analytics Survey that users wanted easier access to support in addition to peer-to-peer engagement. The challenge was to pivot the community from a collaboration hub into a primary online support channel without disrupting the user experience.

Khoros helped SAP Concur build a dedicated support and FAQs section (100+ end-user blog posts), link the community from the product site, and implement automated personalization via CRM integration and Khoros’ open API to recommend content and assign roles to over 2,000 members. The changes drove a 46% increase in traffic, 55% year-over-year registration growth, 31% higher engagement by posts/replies, about $1M in support cost deflection in 2020, and viral content (one post earned 24,000 clicks in two weeks).

SAP Concur

Beshoy Maoud

Site Manager