# 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](https://www.coveo.com/en/resources/case-studies/sap-concur-generative-answering), January 2018. Captured by usedby on 2026-10-09.

- Company: [SAP Concur](https://www.usedby.ai/companies/sap-concur.md)
- Tool: [Coveo](https://www.usedby.ai/tools/coveo.md)
- Teams: Customer Support
- Customer since (as the page says): Coveo customer since 2022

## What the story says

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.

> 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.

- **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.
>
> Michelle Lewis-Miller, VP, Head of Strategy & Transformation, SAP Concur Product Support

Source: [coveo.com](https://www.coveo.com/en), captured 2026-10-04.

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure 31% is printed word for word on the page, near the name of SAP Concur.
- Checked: the passage quoted above is copied word for word from the page, near the name of SAP Concur.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: SAP Concur uses Coveo. Confirmed line. Latest check across sources: 2026-10-09.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/sap-concur-coveo · How we check: https://www.usedby.ai/methodology