Service Owner | Improving Concur Support Quality During a Crisis

Revolutionizing Concur Support at Thales

Mission Context : Concur - Expense and travel management application.

Primary Objective : Enhance the quality of Concur support during crises.

Mission Description :

As the Service Owner responsible for managing and overseeing Concur support at Thales, the role involves defining service objectives, developing growth strategies, and ensuring their implementation. Responsibilities also encompass ensuring support teams meet client and user needs while maintaining service quality and performance.

Approaches :

• Defining service objectives and requirements.
• Developing necessary procedures/processes for efficient service delivery.
• Change management: Implementing methodology principles and best practices.
• Continuous monitoring of service performance through SPI BI.

Tasks :

• Supervising Concur support teams.
• Adopting a continuous improvement approach.
• Developing the Concur incident management strategy.
• Implementing a comprehensive action plan for support teams and stakeholders.

Challenges :

• Extended timeframes for awareness of incident management best practices.
• Reconstructing Concur incident and request processing procedures.

Results :

• Significant improvement in user satisfaction with request handling.
• Reduction in the number of incidents.
• Establishment of an escalation matrix for information requests.
• Remarkable enhancement in service quality.

Client Benefits :

• Increased satisfaction among Concur tool users.
• Enhanced performance outcomes.