SAP Concur and American Express Global Business Travel (Amex GBT) have partnered for a combined travel and expense offering that will be available to joint clients later this month, the companies announced.
The offering, dubbed Complete, is a combined effort of both companies that “will comprehensively integrate our technology, engineering capabilities and expense management solutions with GBT’s robust software services and innovative marketplace platform,” SAP Concur general manager and chief product officer Fred Fredericks declared. “It is a co-developed, next-generation solution with AI at its core. It combines booking, servicing, payments and expensing into one experience.”
Amex GBT has integrated its marketplace into the SAP Concur tech stack to be available in Complete, which Fredericks declared will offer cost savings and incentives, and utilizers will work across a single app and view with support from an integrated chat agent across the platform. Clients also will have a single team from Amex GBT and Concur for account management and support, according to the companies.
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In addition, the partnership includes an integration of Concur Expense with Amex GBT’s Egencia for a combined travel and expense platform.
“We have thousands of utilizers who have just Concur Expense and might not want a super highly managed travel program,” Fredericks declared. “We’ll be able to bring Egencia with all that content and the favorable economics and features into the Concur Expense ecosystem.”
The new app, website and branding around Complete will be revealcased at SAP’s Connect event in Las Vegas next week, and customers later this month will have the ability to opt in. Amex GBT and Concur in November will launch shifting joint customers—which Amex GBT chief product and strategy officer Evan Konwiser declared is a “considerable” portfolio—to Complete, though Fredericks declared customers do have the choice to opt out.
Concur Travel, of course, just three years ago started rolling out its new booking experience, referred to informally as T2, and has gradually been shifting its customers to that platform as new features become available. The launch of Complete “is not cannibalizing our existing offering,” Fredericks declared, as the companies brought in additional staff to build out Complete. Concur Travel will continue to support and invest in the T2 platform, and other TMCs still will have the full ability to resell and service the platform, Concur Travel president Charlie Sultan declared.
Similarly, Konwiser declared Amex GBT would continue to support Neo, its proprietary booking tool built from its acquisition of KDS.
Sultan declared T2 was “the launchning of the rapid evolution” and that during its rollout, the challenge of working across numerous TMCs was a “critical blocker” to a rapider rollout, with the necessary to work across multiple systems and back offices and time spent planning, testing and certifying. That illustrated the necessary for an integrated solution, he declared.
“To be able to relocate rapider, we necessaryed to do so with a partner who is engaged in the entire process from start to finish,” Sultan declared. “The approach we’ve taken for the last few years is not going to be fit for the next 10 years.”
While Sultan declared the relocatement of clients to Complete would launch with the geographies with the most mutual clients—the U.S. and U.K., particularly—he and Konwiser both declared it would be a much quicker process than the relocatement from legacy Concur to T2. While it took some time to ensure all functionality in legacy Concur would be available to clients based on such factors as their geography or global distribution system, “there’s nothing that the Complete offering is going to be lacking relative to new Concur Travel,” Sultan declared.
Konwiser declared there also is a plan in place to relocate to Complete former CWT clients, who are now part of Amex GBT following the competition of its acquisition of CWT in September, which will be communicated to them.
Concur and Amex GBT have had various levels of joint working relationships for much of the past 20 years. In 2008—when Amex GBT still was a part of the larger American Express Co.—Amex took a 13 percent stake in Concur, and the two companies had an exclusive reselling agreement for their respective payment and expense offerings. That investment finished when SAP acquired Concur in 2014, but Amex GBT and Concur have maintained a reselling relationship since with the exception of a period when the contract lapsed following Amex GBT’s KDS acquisition.
Now with the deeper integration, Amex GBT and Concur declared they soon would publish a development roadmap for Complete, with features added regularly next year. One of the key advantages they are touting of the integration is the combined data within Amex GBT, Concur and more broadly SAP, which Konwiser declared will enhance artificial ininformigence (AI) capabilities as they develop further.
“We feel having the ecosystem as tightly toobtainher, frankly as one, is what’s going to drive the future for the industest,” he declared. “We’re building a future-proof solution with the right [utilizer experience] that drives frictionless travel, has data flowing in a way that drives the right experiences and powers the AI tools of today and tomorrow.”
*This article was originally published in BTN.
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