Payment Solutions | Policy Change
Simplify, Standardize, Scale:
Transforming the Global Employee Expense Experience
LOREM | IPSUM | DOLOR
This global initiative consolidated fragmented travel and low‑value purchasing policies into a unified one‑card model, streamlined expense management through Concur, eliminated manual PO‑based processes under $5,000, and significantly improved employee experience, efficiency, and compliance across regions
Client Overview
Enterprise Profile
Global Chemical Manufactures
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Core Engagement
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Revenue
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Employees
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Regional Complexity
Beverage
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Core Engagement
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Revenue
$47B
Employees
69K+
Regional Complexity
Client Overview
Strategic Intervention
Business Challenges
> Complex and fragmented policies for travel and low-value purchasing across regions
> Multiple credit card programs (corporate card, purchasing card, meeting card) creating inefficiencies
> Manual processes for low-value purchases, requiring purchase orders and administrative support
> Lack of global consistency and compliance alignment with local tax and legal requirements
> Employee frustration with time-consuming expense management processes and multiple billing cycles
Business Objectives
> Simplify employee experience by consolidating policies into one unified Travel & Expense (T&E) and low-value purchases policy.
> Implement a “one card” program to enable low-value business purchases and travel expenses on a single corporate card.
> Reduce reliance on purchase orders and administrative intermediaries for transactions under U.S.$5,000.
> Ensure compliance with local tax and legal regulations while maintaining global standards.
> Improve productivity and employee satisfaction through streamlined processes.
> Implement a “one card” program to enable low-value business purchases and travel expenses on a single corporate card.
> Reduce reliance on purchase orders and administrative intermediaries for transactions under U.S.$5,000.
> Ensure compliance with local tax and legal regulations while maintaining global standards.
> Improve productivity and employee satisfaction through streamlined processes.
Key Drivers of Change Adoption
> Vision: Deliver a modern, seamless expense management experience that empowers employees.
> Stakeholder Engagement: Support leadership alignment sessions, business unit briefings, and global town halls with tailored content.
> Persona-Based Planning: Segment employees based on current card usage and purchasing scenarios.
> Early Engagement: Distribute program announcement emails, online banners, Yammer posts, and digital signage.
> Continuous Feedback: Provide FAQs, webinars, and post-launch surveys to address questions and monitor adoption.
> Stakeholder Engagement: Support leadership alignment sessions, business unit briefings, and global town halls with tailored content.
> Persona-Based Planning: Segment employees based on current card usage and purchasing scenarios.
> Early Engagement: Distribute program announcement emails, online banners, Yammer posts, and digital signage.
> Continuous Feedback: Provide FAQs, webinars, and post-launch surveys to address questions and monitor adoption.
Representative Change Enablement Solutions
Communications Strategy:
> Multi-channel approach (emails, Yammer, newsletter articles, online banners, webinars)
> Key messages focused on benefits of one-card program and simplified processes
> FAQs and scenario-based guides for handling exceptions
Support Resources:
> Global Travel & Expense Policy FAQs and Region Matrix for country-specific guidance
> Local training webinars and end-user documentation
> Concur guidance for expense reporting and policy compliance
Technology Enablement:
> Consolidation of expense management in Concur
> American Express corporate card as primary instrument (with backup Visa where Amex is not accepted)
> Digital workflows for expense submission and approval
> Multi-channel approach (emails, Yammer, newsletter articles, online banners, webinars)
> Key messages focused on benefits of one-card program and simplified processes
> FAQs and scenario-based guides for handling exceptions
Support Resources:
> Global Travel & Expense Policy FAQs and Region Matrix for country-specific guidance
> Local training webinars and end-user documentation
> Concur guidance for expense reporting and policy compliance
Technology Enablement:
> Consolidation of expense management in Concur
> American Express corporate card as primary instrument (with backup Visa where Amex is not accepted)
> Digital workflows for expense submission and approval
Business Impact
Efficiency Gains:
> Reduced time to process low-value purchases by eliminating PO requirements.
> Consolidated expense management into a single platform (Concur).
> Decreased administrative burden for managers and assistants.
Employee Experience:
> Improved satisfaction scores through simplified processes.
> Empowered employees to make low-value purchases directly.
> Reduced frustration with multiple cards and billing cycles.
Compliance:
> Maintained adherence to local tax and legal requirements.
> Enhanced visibility and control through centralized policy and reporting.
> Reduced time to process low-value purchases by eliminating PO requirements.
> Consolidated expense management into a single platform (Concur).
> Decreased administrative burden for managers and assistants.
Employee Experience:
> Improved satisfaction scores through simplified processes.
> Empowered employees to make low-value purchases directly.
> Reduced frustration with multiple cards and billing cycles.
Compliance:
> Maintained adherence to local tax and legal requirements.
> Enhanced visibility and control through centralized policy and reporting.
Key Performance Indicators
> Policy Adoption: 95% of targeted employees transitioned to a one-card within 60 days
> Expense Processing Time: 40% reduction for low-value purchases
> Employee Satisfaction: Target ≥ 80% (achieved 83%)
> Reduction in Manual Processes: 100% elimination of PO requirement for purchases under $5,000
> Training Completion: 90% of employees attended webinars or accessed FAQs before go-live
> Expense Processing Time: 40% reduction for low-value purchases
> Employee Satisfaction: Target ≥ 80% (achieved 83%)
> Reduction in Manual Processes: 100% elimination of PO requirement for purchases under $5,000
> Training Completion: 90% of employees attended webinars or accessed FAQs before go-live
Business Challenges
> Complex and fragmented policies for travel and low-value purchasing across regions
> Multiple credit card programs (corporate card, purchasing card, meeting card) creating inefficiencies
> Manual processes for low-value purchases, requiring purchase orders and administrative support
> Lack of global consistency and compliance alignment with local tax and legal requirements
> Employee frustration with time-consuming expense management processes and multiple billing cycles
> Multiple credit card programs (corporate card, purchasing card, meeting card) creating inefficiencies
> Manual processes for low-value purchases, requiring purchase orders and administrative support
> Lack of global consistency and compliance alignment with local tax and legal requirements
> Employee frustration with time-consuming expense management processes and multiple billing cycles
Business Objectives
> Simplify employee experience by consolidating policies into one unified Travel & Expense (T&E) and low-value purchases policy.
> Implement a “one card” program to enable low-value business purchases and travel expenses on a single corporate card.
> Reduce reliance on purchase orders and administrative intermediaries for transactions under U.S.$5,000.
> Ensure compliance with local tax and legal regulations while maintaining global standards.
> Improve productivity and employee satisfaction through streamlined processes.
> Implement a “one card” program to enable low-value business purchases and travel expenses on a single corporate card.
> Reduce reliance on purchase orders and administrative intermediaries for transactions under U.S.$5,000.
> Ensure compliance with local tax and legal regulations while maintaining global standards.
> Improve productivity and employee satisfaction through streamlined processes.
Key Drivers of Change Adoption
> Vision: Deliver a modern, seamless expense management experience that empowers employees.
> Stakeholder Engagement: Support leadership alignment sessions, business unit briefings, and global town halls with tailored content.
> Persona-Based Planning: Segment employees based on current card usage and purchasing scenarios.
> Early Engagement: Distribute program announcement emails, online banners, Yammer posts, and digital signage.
> Continuous Feedback: Provide FAQs, webinars, and post-launch surveys to address questions and monitor adoption.
> Stakeholder Engagement: Support leadership alignment sessions, business unit briefings, and global town halls with tailored content.
> Persona-Based Planning: Segment employees based on current card usage and purchasing scenarios.
> Early Engagement: Distribute program announcement emails, online banners, Yammer posts, and digital signage.
> Continuous Feedback: Provide FAQs, webinars, and post-launch surveys to address questions and monitor adoption.
Representative Change Enablement Solutions
Communications Strategy:
> Multi-channel approach (emails, Yammer, newsletter articles, online banners, webinars)
> Key messages focused on benefits of one-card program and simplified processes
> FAQs and scenario-based guides for handling exceptions
Support Resources:
> Global Travel & Expense Policy FAQs and Region Matrix for country-specific guidance
> Local training webinars and end-user documentation
> Concur guidance for expense reporting and policy compliance
Technology Enablement:
> Consolidation of expense management in Concur
> American Express corporate card as primary instrument (with backup Visa where Amex is not accepted)
> Digital workflows for expense submission and approval
> Multi-channel approach (emails, Yammer, newsletter articles, online banners, webinars)
> Key messages focused on benefits of one-card program and simplified processes
> FAQs and scenario-based guides for handling exceptions
Support Resources:
> Global Travel & Expense Policy FAQs and Region Matrix for country-specific guidance
> Local training webinars and end-user documentation
> Concur guidance for expense reporting and policy compliance
Technology Enablement:
> Consolidation of expense management in Concur
> American Express corporate card as primary instrument (with backup Visa where Amex is not accepted)
> Digital workflows for expense submission and approval
Business Impact
Efficiency Gains:
> Reduced time to process low-value purchases by eliminating PO requirements.
> Consolidated expense management into a single platform (Concur).
> Decreased administrative burden for managers and assistants.
Employee Experience:
> Improved satisfaction scores through simplified processes.
> Empowered employees to make low-value purchases directly.
> Reduced frustration with multiple cards and billing cycles.
Compliance:
> Maintained adherence to local tax and legal requirements.
> Enhanced visibility and control through centralized policy and reporting.
> Reduced time to process low-value purchases by eliminating PO requirements.
> Consolidated expense management into a single platform (Concur).
> Decreased administrative burden for managers and assistants.
Employee Experience:
> Improved satisfaction scores through simplified processes.
> Empowered employees to make low-value purchases directly.
> Reduced frustration with multiple cards and billing cycles.
Compliance:
> Maintained adherence to local tax and legal requirements.
> Enhanced visibility and control through centralized policy and reporting.
Key Performance Indicators
> Policy Adoption: 95% of targeted employees transitioned to a one-card within 60 days
> Expense Processing Time: 40% reduction for low-value purchases
> Employee Satisfaction: Target ≥ 80% (achieved 83%)
> Reduction in Manual Processes: 100% elimination of PO requirement for purchases under $5,000
> Training Completion: 90% of employees attended webinars or accessed FAQs before go-live
> Expense Processing Time: 40% reduction for low-value purchases
> Employee Satisfaction: Target ≥ 80% (achieved 83%)
> Reduction in Manual Processes: 100% elimination of PO requirement for purchases under $5,000
> Training Completion: 90% of employees attended webinars or accessed FAQs before go-live
Lessons Learned
Targeted segmentation drives adoption:
Early identification of employee groups, geographies, and roles enables tailored messaging that increases clarity, relevance, and engagement.
Clear exception and compliance guidance reduces confusion:
Providing straightforward direction—supported by simple, scenario‑based examples—minimizes questions and ensures consistent handling across regions.
Scenario planning strengthens support readiness:
Anticipating employee concerns and mapping potential support disruptions allows teams to proactively prepare responses, build alignment, and mitigate objections.
Balanced communication improves understanding:
Messages that combine simplicity with essential details—answering who, what, when, why, and how—help employees absorb information without being overwhelmed; tiered communications provide depth when needed.
Critical Success Factors
Unified, easy-to-follow timeline that highlighted key milestones and required actions for each audience
Streamlined communications that emphasized essential details and clear next steps using a simple, action-oriented structure.
Targeted, country-specific guidance that clearly outlined local requirements and the actions cardholders must take
Planning a T&E payments transition? Connect with us to learn how we’ve successfully led change for other global credit‑card program transformations.
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