The client’s executives and sales professionals travel constantly to execute the company’s global strategy and maintain its position in the highly competitive pharmaceutical industry. The company’s outdated processes and tools for managing travel posed a burden to maintaining nimble operations and rapid growth:
The company sought a solution that would:
For assistance with assessing its current capabilities and designing a solution, the company turned to West Monroe Partners, which offered a strong blend of industry expertise and recent experience improving travel and expense management processes—particularly applying Concur solutions.
A West Monroe Partners team first met with users across the business—including administrative staff, sales professionals, and accounts payable personnel—to identify and understand “pain points” related to:
The assessment revealed several key issues, including:
A road map for change
Applying its significant technical Concur experience, the West Monroe team conducted a deeper evaluation of the company’s system to understand its ability to handle the desired business requirements. After validating its findings with system users, the team proposed a three-stage road map for:
The company then asked West Monroe Partners to execute the proposed road map.From design to successful deployment
West Monroe Partners held design sessions and documented the company’s future travel, expense, and credit card ecosystem. This process encompassed more than 100 new requirements—from Sunshine Act compliance to reconciliation of expenses with travel itineraries to new back-end reporting templates.
Then, the West Monroe team orchestrated a smooth migration to the new and improved systems and processes over a weekend—with immediate positive impact on the business.
Change management was key to successful implementation. West Monroe Partners led nationwide training for the company’s sales force, line managers, and support staff. In addition, the West Monroe team developed a robust communication plan and continued to provide user support once it completed the system deployment.
Immediate positive business impact