Case Study: OMRON reduces SAP Concur expense claim rejections with Whatfix

OMRON Reduced Expense Claim Rejections in SAP Concur With In-App Tutorials

OMRON, a global automation company, needed to support employees through a major expense management transformation as it moved to SAP Concur and consolidated claims and payments across regions. With a global shared services center handling financial and accounting services, OMRON also faced high expense claim rejection rates because employees were missing required steps like attaching receipts and invoices. Whatfix was brought in to provide contextual in-app training and support for SAP Concur users.

Whatfix implemented guided in-app tutorials, Smart Tips, a Self Help center, and reusable help documentation to support employees in the flow of work. This helped OMRON accelerate its SAP Concur rollout, speed up reimbursements, and reduce duplicate and rejected expense claims by 7%. OMRON also reported improved employee adoption and reduced workload for its financial shared services team, with Whatfix explicitly credited as a key enabler of the successful rollout.

Omron

Patrick Ruiz

Service Delivery Manager of Global Shared Services