Scaling T&E Support for a National Medical Device Company
After implementing SAP Concur for a national medical device company with complex logistics operations, Acquis continued its partnership by providing embedded travel and expense support for a highly mobile workforce. What began as post-implementation assistance evolved into an operational partnership that helps the organization's T&E processes run smoothly alongside its core mission.
Supporting a highly mobile healthcare workforce
The client operates a nationwide clinical and logistics network that requires teams to travel frequently, often on short notice and under urgent conditions. For staff, travel and expense (T&E) management is not an occasional administrative task; it is a constant operational requirement.
To support this activity, the company partnered with Acquis to implement SAP Concur to manage its T&E processes. While the platform itself was well configured, the organization struggled to provide its highly mobile workforce with the support needed to use the system effectively while maintaining policy-compliant expense reporting.
Responsibility for administering SAP Concur largely fell to the company's T&E Manager. Due to the high volume of travel and expense submissions, the scope of work quickly grew beyond what a single administrator could sustainably manage. Employees needed training and troubleshooting support; expense reports required consistent review; audit and compliance issues needed to be addressed; and the organization needed oversight mechanisms to keep expense data accurate and reliable.
Without additional support, these responsibilities risked pulling focus away from higher-value operational priorities. The company needed a scalable way to support its workforce while maintaining control and visibility over its T&E processes.
An embedded extension of the T&E team
Following the SAP Concur implementation, Acquis transitioned into a support role designed to complement the client's internal capabilities. The Acquis team became embedded within the company's day-to-day operations, functioning as an extension of the Travel and Expense team.
Acquis joined the organization's internal ticketing system and began providing direct support to employees. This included live training sessions, one-on-one troubleshooting calls, and real-time guidance for users navigating expense reporting requirements. For a workforce often operating under tight timelines, having immediate access to knowledgeable support made it easier to resolve issues without disrupting primary responsibilities.
As the engagement evolved, Acquis introduced a structured quality assurance program for expense report auditing. The team developed standardized audit guidelines and implemented a monthly review process to assess the accuracy and consistency of expense report auditing performed by an outsourced service provider. Acquis helped to update the guidelines regularly to reflect policy changes and emerging patterns, keeping the framework aligned with the organization's evolving needs and providing continuous advisory to the outsourced audit service provider.
Beyond day-to-day support, Acquis provided ongoing SAP Concur advisory services. This included assisting with reporting, configuration changes, audit role adjustments, and broader process optimization. Throughout the engagement, Acquis emphasized knowledge transfer and collaboration with the internal team, helping the organization strengthen its own ability to manage and evolve the platform over time.
Scalable support for a high-velocity organization
What began as post-implementation assistance grew into a broader operational partnership. As the value of the engagement became clear, the client expanded Acquis' role multiple times, ultimately establishing a full-time embedded resource to support the organization's T&E operations.
With dedicated support in place, employees gained a reliable channel for resolving issues quickly, reducing the administrative burden on teams operating in time-sensitive clinical environments. At the same time, the quality assurance framework introduced consistent standards for expense review and policy adherence, improving the reliability of expense data and strengthening oversight across the organization.
The embedded support model also allowed the company's Travel and Expense leadership to focus on strategic priorities rather than day-to-day troubleshooting. By stabilizing operational processes and providing continuous platform advisory, Acquis helped create a scalable foundation for managing travel and expense across a large, mobile workforce.
Today, Acquis functions as a trusted extension of the client's T&E team, helping the administrative side of expense reporting run smoothly so the company can stay focused on its broader healthcare mission.
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