User feedback leads to improvements in Concur travel and expense management
Thanks to nearly 500 responses to the 2025 Concur User Survey, the Division of Financial Services has updated the Concur travel and expense-management system tool to improve support, training and system functionality.
The new system rolled out in February 2024 to modernize and standardize the university’s travel and procurement card processes. It was one of many initiatives to align with K-State’s goal to establish a culture of continuous improvement and excellence across operations.
Since Concur's implementation, the average time to process employee reimbursements has decreased by 13 days. Departments also are processing expenses nearly 10 days quicker.
User feedback has been essential in helping Financial Services understand how Concur is performing and identify opportunities for improvement. This year’s survey showed that 81% of users submit travel requests only a few times a year or monthly and that 70% of college and administrative unit users had a positive or neutral overall experience with Concur.
Based on that feedback, the following improvements have been made to better address the needs of infrequent travelers and help all users feel confident navigating Concur.
Improving travel request workflow
The travel request approval process has been adjusted to improve communication and efficiency:
- New workflow: Employee → Business Liaison → Supervisor → Department Head.
- Previous workflow: Employee → Supervisor → Business Liaison → Department Head.
Users noted that many questions arise at the business liaison step. This change is expected to improve information flow, minimize burden on supervisors and reduce overall approval time.
Adding a travel request AI assistant
When completing a travel request, users can now estimate costs with just a few clicks, saving time spent researching average travel costs.
The AI assistant automatically estimates costs for common travel expenses, including airfare, rental car, hotel and ground transportation.
Check out the Request AI Assistant quick guide for additional information.
Enhancing AI for receipts and expenses
Concur now uses AI to help users create expense reports more efficiently.
When a receipt is uploaded to an expense, AI reads the receipt, extracts key details including vendor, date and total amount for users to review. The system can also suggest or automatically match receipts to corresponding credit card transactions and recommend expense types based on past behavior or vendor information.
The AI learning feature is also enabled, allowing the system to learn and continually enhance users’ experience.
AI tools help catch missing receipts, duplicate charges, reduce errors and speed up report submission.
Creating Quick Guides for users
Many users shared that they desire concise, one-page references.
In response, Financial Services created 17 new Quick Guides covering topics like:
- Creating a Travel Request, including common expense types.
- Submitting a Travel Expense Report.
- Requesting a University Card.
These guides are available now on the Concur Training Website — more will be added as additional topics are developed.
Clarifying when a travel request is required
A travel request is required when:
- Meals and incidentals, or M&IE, will be claimed.
- Lodging will be incurred or travel will occur out of state or beyond a border city, defined as any location within 100 miles of the Kansas border.
Travel requests are not required for in-state or border city mileage-only trips, including mileage, rental car, tolls, registration and parking expenses.
For convenience, travelers may also submit a monthly blanket travel request for multiple trips with the same business purpose within a given month. Separate travel requests are required for trips with different business purposes.
Showing basic economy airfare
Basic economy fares will now be displayed in the Concur booking tool search results.
While these fares often have a lower upfront cost, they are not the preferred option under university and state policy because of added fees, limited flexibility for changes, restricted seat selection and tighter baggage allowances.
This update allows travelers to see all available airfare options and make informed decisions.
Standard economy will remain the recommended fare and continue to be marked with a purple star.
Improving student travel arrangements
University policy PPM 6410.170 has been updated to make student travel arrangements more efficient.
Departments may now use a sponsoring faculty or staff member’s university card to book hotel accommodations for student employees.
Airfare and rental cars for student employees should continue to be booked through Concur or Anthony Travel.
Departments may continue to book travel for non-employee students using a sponsoring employee’s university card.
Student employees will still be required to submit a travel request if they plan to claim any travel-related expenses, including airfare, lodging, meals and incidentals, rental cars or other travel costs.
Financial Services remains committed to ongoing improvements and values users’ continued feedback. Your insights help shape the tools and resources that make travel and expense processes smoother for everyone. Please continue to provide feedback at concur@ksu.edu.
Upcoming training opportunities
If you missed your college’s Concur training — or would like a refresher — attend one of the upcoming General Concur Training sessions:
- Virtual: Tuesday, Nov. 18, at 10 a.m.
- In-Person: Tuesday, Nov.18, at 3 p.m., Wildcat Chamber.
Register for either session on the Concur Training Website.