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How SAP Concur uses Coveo

31%

“We’re now up to a 31% decline in case submits for every 1,000 search sessions”

As published on coveo.com, January 2018. Checked by usedby on Oct 9, 2026.

What happened

SAP Concur uses Coveo AI search, recommendations and Generative Answering across its assisted support and self-service touchpoints, including its customer community, internal knowledge base, SAP for Me and support portal. The goal is to help customers find answers and reduce support cases.

Summary written by usedby from the source page, in English. The figures are those of Coveo and SAP Concur, not ours.

  • 80%“80% reduction in search queries per customer visit”
  • 64%“64% reduction in content gap”

We’re now up to a 31% decline in case submits for every 1,000 search sessions… Customers are just not going on to create cases after that. You really cannot overstate the impact.

From the page. coveo.com

We’re now up to a 31% decline in case submits for every 1,000 search sessions… Customers are just not going on to create cases after that. You really cannot overstate the impact.

Michelle Lewis-Miller, VP, Head of Strategy & Transformation, SAP Concur Product Support. Source, captured Oct 4, 2026

What the story claims, and what we checked

What we compared with the page.

  • The figure: 31%CheckedPrinted word for word on the page, near the name of SAP Concur.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of SAP Concur.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • SAP Concur uses CoveoCheckedConfirmed line.
  • The result itselfNot checkedWe quote it; we did not measure it.

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