Digital Transformation For Travel and Expense: Balancing Process Efficiencies, Compliance, and Employee Experience

1
Digital Transformation For Travel And

Expense: Balancing Process Efficiencies,
Compliance, And Employee Experience
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FORRESTER OPPORTUNITY SNAPSHOT: A CUSTOM STUDY COMMISSIONED BY AMADEUS | SEPTEMBER 2020

DIGITAL TRANSFORMATION FOR T&E: BALANCING PROCESS EFFICIENCIES, COMPLIANCE, AND EX 2
Overview
Modern T&E Management Requires Greater Key Findings

Automation And Integration
Respondents recognize that improving their
In the context of the COVID-19 situation, companies find themselves
Situation
organization’s T&E management is critical

in one of three modes: survival, adaptive, or growth.1 Depending
to digital transformation. Many firms still
on their specific mode, they are grappling with increased urgency
rely on outdated tools, and only 15% have
around digital transformation, cost control, and operational efficiency
Approach
cloud-based solutions.
and flexibility.2 Amidst reduced travel and increased cost control,
transforming outdated travel and expense management (T&E)
Lengthy, cumbersome processes and tools
processes and tools must be central to business objectives.
diminish the end-to-end experience for
Opportunity
Amadeus commissioned Forrester Consulting to conduct a survey of employees and impede business operations.
finance, procurement, travel management, IT, and HR leaders at large This adds manual burden to the workload
enterprises to explore the current state and challenges with T&E of employees, managers, and Accounts
processes and tools. Payable teams.
Job Roles
We found that enterprises must rethink their T&E technologies to

digitally transform, improve employee experience (EX), and enhance An integrated T&E solution can tackle
efficiency of financial operations through automation and integration. challenges. It can improve user experience
(UX), increase efficiency, and enhance the
Conclusion
use of data and analytics for better planning

and cost control.

Overview
Improving For organizations in the study, respondents said the top business objectives over the next 12 months are
increasing efficiency in operations (75%), accelerating their digital transformation (71%), and improving the
T&E Is Critical experience of employees (69%).
To Digital Modernizing travel and expense management is critical to achieving these business objectives. Seventy-three
Situation
Situation
Transformation percent of respondents agreed that improving T&E processes and tools is a key part of their organization’s
digital transformation journey. A similar proportion said that improving T&E is key to reducing cost and
increasing operational efficiency (74%) and improving EX and employee engagement (74%). Seventy-four
Approach
percent also agreed or strongly agreed that technology vendors have a significant role in advising them on
the digitization of T&E management.
Opportunity
“To what extent do Improving our T&E processes/tools is critical to reducing

38% 36% 74%
you agree or disagree cost and increasing efficiency in business operations.
with the following
statements?” Improving our T&E processes/tools is critical to improving
36% 38% 74%
employee experience/engagement.
Job Roles
Strongly agree
Agree We expect technology providers to have a significant role 34% 40% 74%
in advising us on the digitization of T&E management.
Conclusion
Improving T&E management is a key part of our digital

34% 39% 73%
transformation journey.
FORRESTER OPPORTUNITY SNAPSHOT: A CUSTOM STUDY COMMISSIONED BY AMADEUS | SEPTEMBER 2020 Base: 556 manager and above decision-makers in finance, travel management, procurement, HR, and IT
involved in travel and expense management solutions at large enterprises
Source: A commissioned study conducted by Forrester Consulting on behalf of Amadeus, April 2020
“How much of a priority are the following travel and
expenses initiatives for your company?” (Top results)
Overview
Improved UX, Better Insights, And Lower Critical + High Priority

Costs Are Top T&E Priorities Improve end-to-end experience
69%
of T&E processes
The top priority around T&E management is improving end-to-end
Situation
Situation
experience of the process, even for job roles traditionally perceived Improve ability to gain actionable
68%
insights from analytics on T&E
as cost-driven (e.g., finance, procurement, and IT). Data analytics to
gain actionable insights on T&E is also a top priority for all job roles, Improve integration between T&E
Approach
including HR and travel managers. Beyond these, decision makers in technologies and other enterprise 68%
systems
finance, procurement, travel management, IT, and HR had differing
top objectives. However, in the context of the COVID-19 situation, Increase automation and reduce
68%
manual, repetitive tasks
there is more focus on control and visibility of T&E.
Opportunity
Meet industry standards/

68%
requirements for our industry
“Obviously with COVID-19 and the economy, our [current]
priority is to manage T&E as efficiently as possible and
Upgrade to best-of-breed
Job Roles
reduce spend.” 67%

technology solutions
-Vice president, finance, multinational company
Improve user experience
66%
of T&E tools
Conclusion
Improve ability of employees

65%
to manage T&E on mobile
FORRESTER OPPORTUNITY SNAPSHOT: A CUSTOM STUDY COMMISSIONED BY AMADEUS | SEPTEMBER 2020 Base: Variable manager and above decision-makers in finance, travel management, procurement, HR, and IT
Overview
Many Many companies still rely on traditional systems and tools for T&E management. This is true for respondents
from organizations that make decisions centrally and for those from firms with a decentralized decision-making
Enterprises
model. Only 15% of respondents said their enterprise has a cloud-based solution for T&E management.
Still Rely On
At centralized companies, 22% still rely on spreadsheets for expenses. One chief human resources officer
Situation
Situation
Traditional of a national retail chain said: “When the time comes for employees to submit an expense reimbursement
T&E Tools report, it’s paper-based right now, which is one of the areas we’d like to change going forward. But right
now, they submit a paper expense report with paper receipts.” At decentralized companies, nearly a third use
Approach
spreadsheets for aspects of their travel management (28%) or expenses management (31%).
CENTRALIZED (N=264) DECENTRALIZED (N=292)

Opportunity
“Which of the below

best describes your Web-based platform/ Travel management Expenses
36%
current technology cloud solution 18%
platform/solution for Web-based platform/cloud solution 49% 35%

Module of our ERP/ 33%
the following areas?” accounting package
Job Roles
22% Module of our ERP/accounting package 36% 49%

Company-built custom
application 19%
19%
Company-built custom application 36% 37%
Spreadsheet-based 22%
solution 16%
Conclusion
Travel Expenses
Spreadsheet-based solution 28% 31%
management
“To what extent have you automated the following
aspects of your travel and expense management?”
Overview
Finance And IT Leaders Say T&E Currently Mostly/fully automated

Involves A Lot Of Manual Tasks
MOST AUTOMATED TASKS
Surveyed finance and IT managers said end-to-end T&E management
Situation
Situation
59% Retrieval of expense reports

processes at their firms burden employees, managers, and accounts
payable teams with manual tasks that are repetitive and low value. 57% Routing and approval flow
Between 21% and 30% of respondents said various tasks of T&E Exporting accounting entries
55%
Approach
management are mostly or fully manual at their firm.

54% Digital signature/paperless receipt
Tasks involved in expense report retrieval, routing and approval flow,
and exporting accounting entries are most likely to be automated. User profile data
53% synchronization/updates
Opportunity
However, less than half of firms have automated travel approval and
52% Data capture and extraction
document imaging/scanning of expense reports.
52% User alerts of expense report errors
“We’ve got a back-office team that process expenses 50% Violation of expense policy
Job Roles
notifications
and accounts payable. And that administrative time is
low value.” 50% Booking, cancelling, changing travel
– CPO, global company Document imaging/
49%
scanning of expense reports
Conclusion
47% Travel approval
MOST MANUAL TASKS

FORRESTER OPPORTUNITY SNAPSHOT: A CUSTOM STUDY COMMISSIONED BY AMADEUS | SEPTEMBER 2020 Base: 254 manager and above decision-makers in finance and IT involved in travel and expense management
solutions at large enterprises
“What is the level of integration between your travel
management and expense platforms/solutions?”
Overview
Many Firms With Cloud Solutions Have

Poor Integration Between Travel And 8%
Expense Tools
Situation
Situation
Of the 85 respondents in the study from companies with a cloud-

based solution for both travel and expense management, 60% said
their organization has a single platform/solution for both travel and 32%
Approach
expense, while 32% said they have partly integrated between two
different tools, and 8% said they have two different tools with no
integration.
Opportunity
60%
Fully integrated (i.e., one platform/solution for

Job Roles
both travel and expenses)

Partly integrated (i.e., two different platforms/solutions
that are partly integrated)
Conclusion
Not integrated at all (i.e., two different platforms/

solutions that are not integrated)
FORRESTER OPPORTUNITY SNAPSHOT: A CUSTOM STUDY COMMISSIONED BY AMADEUS | SEPTEMBER 2020 Base: 85 manager and above decision-makers in finance, travel management, procurement, HR, and IT involved
in travel and expense management solutions at large enterprises
“With which of these other systems in your company
does your travel and expense solution integrate?”
Overview
Poor Integration Of T&E Tools With Other

Travel management company/
Systems Increases Manual Burden travel agency’s system
61%
Billings system 59%

Even for respondents from the 51 surveyed firms with a single
Situation
Situation
platform for travel and expense management, most indicated that Business intelligence/ 57%
these tools currently do not integrate well with other systems like analytics
ERP and daily work tools, like email and calendar. The low level of
Approach
Credit card feeds 57%

integration of tools for travel, expenses, and other enterprise systems
further increases the manual burden on employees. HR system 53%
Travel fare auditing tool (i.e.,

Opportunity
checking if negotiated fares for 49%

“In terms of challenges, one is the fact that they are not hotel/airfare are achieved)
integrated, so they have to manually move from one
system to the other. That’s one of the things that people CRM system 41%
have complained about.”

Payment solutions/virtual cards 41%
Job Roles
– CFO, investment bank
Data visualization tools

39%
(e.g., Tableau)
Other daily workplace tools

31%
(e.g., email, calendar, etc.)
Conclusion
ERP 27%
in travel and expense management solutions at large enterprises
Overview
The Average The number of manual tasks involved in travel and expense management exacerbated by low integration
between travel tools, expense tools, and other enterprise systems, is a top challenge for companies. These
End-To-End
issues contribute to a lengthy and inefficient end-to-end T&E experience. Surveyed finance and travel
T&E Process management leaders indicated that the end-to-end process takes 13.6 hours per trip on average.
Situation
Takes 13.6 The most time is spent on travel booking by employees, travel approval by managers, and expense
Hours In Total processing by AP teams. The longest part of the process is expense processing and reimbursement. One
chief procurement officer of a global company said, “Once I send expenses off, and they get approved, I
Approach
might be waiting two or three weeks for the money to hit my account.”
AVERAGE HOURS TASKS

13.6
Opportunity
“On average, how

Total end-to- Employees to book travel
much time do the 2.4 end time
following actions Managers to approve
take within your 2.9 2.5 travel request
Job Roles
organization?”
Employees to create
an expense report
3.0
2.7 Managers to approve
expense report
Conclusion
AP to process expense report

and post for reimbursement
FORRESTER OPPORTUNITY SNAPSHOT: A CUSTOM STUDY COMMISSIONED BY AMADEUS | SEPTEMBER 2020 Base: 280 manager and above decision-makers in finance and travel management involved in travel and
expense management solutions at large enterprises
“How satisfied are you with the following aspects of
your company’s current travel and expenses tools
Overview
Satisfaction With Current T&E Tools And and processes?” (Showing “very satisfied” + “satisfied”)
Processes Varies By Department Finance/accounting Human resources/training IT
Procurement Travel management
Situation
The current state of travel and expense management needs 82% 88%
73% 79% 74%
improvement. More than a fifth of respondents in the study said
Overall technology/solutions
they are not satisfied with the overall technology and processes, but and processes
satisfaction varies by department.
Approach
80% 81% 83% 77%

71%
Ease of use/accessibility
• Over 30% of finance/accounting leaders are not satisfied with the (e.g., mobile access)
current level of automation, integration, and reporting/analytical
Opportunity
77% 73% 79% 77%

capabilities. 69%
• Over a fifth of procurement leaders are not satisfied with Level of automation
the level of automation and integration with other enterprise
systems. 77% 80% 79% 79%
Job Roles
67%
Level of integration with
• Nearly a quarter of IT leaders are not satisfied with overall other enterprise systems
technology and processes. (e.g., CRM, ERP, etc.)
78% 75% 80% 79%
69%
Conclusion
Reporting/analytical
capabilities
“What are your company’s main challenges with
travel and expense management?” (Top results)
Overview
Long Processes, Fragmented Solutions,

And Security Are Top Challenges Low speed 22%
Situation
The slowness of end-to-end processes, especially the time to submit

Lack of a global solution for
and approve expenses is a top challenge. For companies using an 21%
all entities in the company
online travel tool, the expense side can often be an entirely different
experience. One chief procurement officer said: “To book travel, and
Approach
Privacy and/or
this [includes] flights and hotel, I would say it’s probably 5 minutes. 21%
security concerns
Expenses is the longest bit of the process. You need to download or
print a form or fill it in electronically row by row with the dates. Then Compliance-related expense
tracking, reconciliation, and 21%
Opportunity
attach receipts and scan them in. Doing that will probably take 20
auditing
minutes or half an hour, depending on how many you’ve got.”
Too much time to submit
The lack of a global solution is another top challenge. The group expenses, approvals, and 20%
HR director for a national automotive company said: “We have 250 documentation
Job Roles
different companies in our group. The system was decentralized.

Lack of comprehensive
Some employees did not have any travel and expenses software, 19%
content/content fragmentation
and some did. Some just had spreadsheets.”
Conclusion
Overview
Employees Respondents from firms without an integrated platform for T&E said employees complain about cumbersome,
restrictive processes for booking travel that are exacerbated by issues with platforms that do not provide
Complain
value-add information. For expenses, lengthy and manual processes for submitting receipts and expense
About A reports are top employee complaints. Firms with an integrated T&E tool are much less likely to receive
Situation
Lengthy And employee complaints, but one in five respondents noted issues with inflexible approval flows, restrictive travel
Cumbersome booking, and lack of value-added information. This indicates that while an integrated tool solves a lot of the
T&E Experience typical challenges, there is still room for improvement on overall processes.
Approach
Firms with an integrated tool have fewer employee complaints: 27% had no complaints
compared to 10% of other firms.
Opportunity
Top employee FIRMS WITH INTEGRATED

OTHER FIRMS (N505)
TOOLS (N51)
complaints
about travel Lack of added-value Travel Expenses
and expense information or on-trip
services 20% Lack of added-value Lengthy process to
Job Roles
management information or on-trip 29% approve receipts/ 29%

processes and services invoices
Travel booking process
tools too cumbersome and Travel booking process Entry of receipts/
too restrictive 20% too cumbersome and 27% expenses is manual 28%
too restrictive and error prone
Conclusion
Approval flows too Platform too Takes too long to

27% 28%
cumbersome/inflexible 20% cumbersome/slow submit expenses
Overview
T&E Issues Organizations recognize that problems with their travel and expense management have a direct impact on
EX and business operations. Surveyed HR leaders indicated that T&E issues cause decreased employee
Impede EX
productivity, poor engagement, decreased retention, and lower employee satisfaction with work technology.
And Business T&E challenges also result in inefficient business operations, including delays in reimbursing employees and
Situation
Operations poor workload management.

Firms with an integrated T&E tool are less likely to face business impacts from T&E issues. Only 14% of
respondents from those firms reported delays in revenue/earnings recognition, compared to 23% from other
Approach
firms. Similarly, only 18% of respondents noted employee dissatisfaction or disengagement due to manual tasks
compared to 26% from other firms.
Opportunity
IMPACT ON EMPLOYEE EXPERIENCE BUSINESS IMPACTS
Decreased productivity 40% Delays in reimbursing employees 29%
Poor employee engagement 38% Workload management 26%

Job Roles
Decreased retention/increased Employee dissatisfaction/

employee attrition rates 36% disengagement due to manual
Decrease in employee satisfaction or repetitive tasks 25%
Conclusion
with technology 36%

Difficulty extracting useful data
Base: 81 manager and above decision-makers in HR involved in travel and expense management solutions at
large enterprises insights on travel and expenses 22%
“How satisfied are you with the following aspects of
your company’s current travel and expenses tools
Overview
Firms With An Integrated Tool Are More and processes?”

(Showing “very satisfied” + “satisfied”)
Satisfied With All Aspects of T&E
Integrated T&E tool (n51) Others (n505)
Firms with an integrated T&E technology platform face fewer
Situation
challenges than other companies, and respondents indicated greater 96%

Overall technology/
satisfaction with all aspects of their travel and expense management. solutions and processes
77%
More than 90% of respondents from firms with an integrated
Approach
tool are satisfied with their overall T&E and the ease of use and 94%
accessibility, compared to around three-quarters from other firms. Ease of use/accessibility
76%
Similarly, between 86% and 88% of respondents from companies
Opportunity
Opportunity
with an integrated tool are satisfied with the level of automation and
86%
integration and reporting/analytical capabilities, compared to about Level of automation
three-quarters of other firms. 73%
This may explain why 73% of respondents from companies that have
Job Roles
an integrated T&E tool said they plan to expand or upgrade their Level of integration with 88%
other enterprise systems
platforms/solutions.
(e.g.,CRM, ERP, etc.) 75%
86%
Conclusion
Reporting/analytical
capabilities 76%
“What benefits does your company achieve from an
integrated travel and expense management tool?”
Overview
An Integrated T&E Platform Enables (Top results)

Improved Compliance, UX, And Analytics Improved ability to ensure
compliance with travel/expense 39%
policies and identify violations
Top benefits achieved by firms that have implemented an integrated
Situation
T&E tool include better compliance with T&E policies, increased Increased user satisfaction
(e.g., traveler, travel approver, 37%
user satisfaction, and improved financial planning and analytics. AP staff satisfaction)
An integrated T&E tool also supports other business objectives, Improved cash flow analysis,
Approach
35%
including greater digitalization and efficiency of company operations forecasting, budgeting, and
planning
and improved ability to handle duty-of-care obligations through
greater visibility into employee travels. Improved analytics on budget 35%
and spending
Opportunity
Opportunity
Greater digitalization across

33%
“Everything is online. It’s much more automated, the company
much more timely, and much more user-friendly for Improved visibility into
employees to get reimbursed versus the procedures employee travels and ability 33%
we had years ago.” to anticipate burnout
Job Roles
– Vice president, finance, multinational company Accelerated employee 33%

reimbursement
Improved efficiency in
33%
accounting and auditing
Conclusion
Reduced cost to process

33%
an expense report
in travel and expense management solutions at large enterprises that have an integrated T&E platform
Overview
Critical Priority The majority (73%) of respondents from companies with an integrated T&E tool (73%) said their
organization plans to expand or upgrade its platforms/solutions. Departments have different critical
Capabilities In
priority capabilities in an integrated T&E tool. Amongst the most demanded functionalities are:
An Integrated • Automated policy violation notifications (top for finance, HR, and travel management)
Situation
T&E Tool Vary • Analytics/data reporting (top for IT and procurement)

By Department • Intuitive user interface (top for HR and IT)
• Ability to handle multiple workflows (top for finance)
Approach
• Receipt image via photo capture (top for finance, procurement, and travel management)
• Relevant, comprehensible, comparable content (top for travel management)
Opportunity
Opportunity
“What functionalities are most important in an integrated travel and management platform/solution for your company?”
(Top results for “critical requirement”)
FINANCE/ACCOUNTING (N169) HR (N81) IT (N85) PROCUREMENT (N111) TRAVEL MGT (N111)

Job Roles
Ability to handle multiple Automated T&E policy Intuitive user Analytics/data Receipt image from
1 workflows for approval (34%) violation notifications (37%) interface (40%) reporting (35%) email inbox (40%)
Automated T&E policy Intuitive user Analytics/data Ease of making changes/ Relevant, comprehensive, and
2 violation notifications (33%) interface (33%) reporting (38%) cancellations on existing easily comparable content
bookings (35%) (e.g., air travel/hotel/car) (39%)
Conclusion
Receipt image via photo VAT calculations VAT calculations Receipt image from Automated T&E policy
3 capture (32%) (33%) (38%) email inbox (35%) violation notification (37%)
Overview
Job Roles: Key Findings
Finance/Accounting (N=169) Procurement (N=110)

Situation
• Finance/accounting leaders said improving T&E • Procurement leaders said improving T&E tools and
tools and processes is a key part of their firm’s processes is a key part of their firm’s digital transformation
digital transformation (73%) and critical to improving (82%) and critical to improving employee engagement (78%).
Approach
employee engagement (70%). • Top T&E priorities: improving end-to-end experience of the
• Top T&E priorities: meeting industry standards (68%), T&E processes (84%), improving ability to gain actionable
increasing automation/reducing manual tasks (66%), insights from analytics on T&E (72%), and improving visibility
Opportunity
improving integration between T&E tools and other of existing and expected travel spending (53%).
enterprise systems (64%), and improving ability to gain • Top challenges with current T&E management: a lack of a
actionable insights from analytics on T&E (64%). global solution for all entities (21%), the amount of time taken
• Top challenges with current T&E management: time to submit/approve/document expenses (21%), an inability
Job Roles
taken to submit expense/approvals/documentation to manage travel compliance (20%), and the number of
(27%) and low speed of existing tools/processes (26%). inaccuracies due to human error (20%).
Conclusion

Overview
Job Roles: Key Findings

IT (N=85)
Travel Management (N=111) • Surveyed IT leaders said improving T&E tools and processes
Situation
is a key part of their firm’s digital transformation (67%) and

• Surveyed travel management leaders said improving critical to improving employee engagement (75%).
T&E tools and processes is a key part of their firm’s
• Top T&E priorities: upgrading to best-of-breed technology
digital transformation (72%) and critical to improving
Approach
solutions (75%), improving end-to-end experience of T&E

employee engagement (74%).
processes (74%), and improving integration between T&E
• Top T&E priorities: implementing an integrated T&E tools and other systems (73%).
solution (75%), increasing automation/reducing manual
Opportunity
tasks (74%), and improving ability to gain actionable

HR (N=81)
insights from analytics on T&E (72%).
• Top challenges with current T&E management:
• HR leaders said improving T&E tools and processes is a key
compliance-related expense tracking, reconciliation,
Job Roles
part of their firm’s digital transformation (68%) and critical to

auditing (26%); lack of a global solution for all entities
improving employee engagement (72%).
(23%); lack of comprehensive content/content
• Top T&E priorities: improving the ability to gain actionable
fragmentation (23%); and privacy/security (23%).
insights from insights on T&E (64%), improving end-to-end
Conclusion
experience of T&E processes (62%), ensuring digital tools

empower/satisfy employees who travel often (59%).
Overview
Conclusion
The COVID-19 situation is simultaneously accelerating the Project Director:

Situation
imperatives of digital transformation, increased operational Asha Dinesh, Market Impact

efficiency, and cost management for firms globally. Transforming T&E Consultant
management is critical to these imperatives, and our study confirms
this.
Approach
Contributing Research:
• Outdated tools and lengthy processes for travel and expense
management is causing frustration in EX and friction in business Forrester’s Application
operations. Development & Delivery
Opportunity
research group
• Poorly integrated tools contribute to lengthy and disjointed end-
to-end processes. This increases the manual burden of T&E tasks
for employees, managers, and AP professionals.
Job Roles
• An integrated T&E tool reduces the typical challenges and brings

a host of benefits. Top benefits achieved by firms include better
compliance with T&E policies, increased user satisfaction, and
improved financial planning and analytics.
Conclusion

Overview
Methodology
This Opportunity Snapshot was commissioned by Amadeus. Forrester Consulting
conducted a custom survey with 556 manager level and above decision makers
Situation
in finance, procurement, travel management, HR, and IT involved in T&E solutions

at large enterprises globally. The custom survey began in February 2020 and was
completed in April 2020. We also conducted six in-depth qualitative interviews
with senior decision makers in June 2020.
Approach
ENDNOTES
1
Source: “Align Your Tech Spending With Your Pandemic Priorities,” Forrester Research, Inc., April 22, 2020.
Opportunity
2
Source: “The Pandemic Recession Demands A Digital Response,” Forrester Research, Inc., June 25, 2020.
ABOUT FORRESTER CONSULTING

Job Roles
Forrester Consulting provides independent and objective research-based consulting to help leaders
succeed in their organizations. Ranging in scope from a short strategy session to custom projects,
Forrester’s Consulting services connect you directly with research analysts who apply expert insight to your
specific business challenges. For more information, visit forrester.com/consulting.
© 2020, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited.
Information is based on best available resources. Opinions reflect judgment at the time and are subject to
Conclusion
change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are
trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies.
For additional information, go to forrester.com. [E-46651]

Overview
Demographics
COMPANY SIZE
GEOGRAPHY (NO. OF EMPLOYEES) JOB ROLE
Situation
Australia: N=66 1,000 to 4,999: 52% C-level: 16%
Brazil: N=35 5,000 to 19,999: 31% Vice president: 26%

Approach
France: N=76 20,000 or more: 18% Director: 39%
Germany: N=65 Manager: 19%

Opportunity
India: N=35
T&E BUDGET JOB FUNCTION
Nordics: N=44
Spain: N=75 $7M to $9M: 5% Finance/accounting: 30%

Job Roles
UK & Ireland: N=77 $10M to $49M: 41% Travel management: 20%
USA & Canada: N=83 $50M to $99M: 33% Procurement: 20%
$100M to $999M: 17% IT: 15%

Conclusion
$1B+: 4% HR: 15%

22

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1

Digital Transformation For Travel And

FORRESTER OPPORTUNITY SNAPSHOT: A CUSTOM STUDY COMMISSIONED BY AMADEUS | SEPTEMBER 2020

Modern T&E Management Requires Greater Key Findings

organization’s T&E management is critical

We found that enterprises must rethink their T&E technologies to

use of data and analytics for better planning

FORRESTER OPPORTUNITY SNAPSHOT: A CUSTOM STUDY COMMISSIONED BY AMADEUS | SEPTEMBER 2020

“To what extent do Improving our T&E processes/tools is critical to reducing

Improving T&E management is a key part of our digital

Improved UX, Better Insights, And Lower Critical + High Priority

Meet industry standards/

reduce spend.” 67%

Improve ability of employees

CENTRALIZED (N=264) DECENTRALIZED (N=292)

“Which of the below

platform/solution for Web-based platform/cloud solution 49% 35%

22% Module of our ERP/accounting package 36% 49%

Finance And IT Leaders Say T&E Currently Mostly/fully automated

59% Retrieval of expense reports

management are mostly or fully manual at their firm.

47% Travel approval

MOST MANUAL TASKS

Many Firms With Cloud Solutions Have

Of the 85 respondents in the study from companies with a cloud-

Fully integrated (i.e., one platform/solution for

both travel and expenses)

Not integrated at all (i.e., two different platforms/

Poor Integration Of T&E Tools With Other

Billings system 59%

Credit card feeds 57%

Travel fare auditing tool (i.e.,

checking if negotiated fares for 49%

have complained about.”

– CFO, investment bank

Data visualization tools

Other daily workplace tools

AVERAGE HOURS TASKS

“On average, how

AP to process expense report

80% 81% 83% 77%

77% 73% 79% 77%

Long Processes, Fragmented Solutions,

The slowness of end-to-end processes, especially the time to submit

different companies in our group. The system was decentralized.

Top employee FIRMS WITH INTEGRATED

management information or on-trip 29% approve receipts/ 29%

Approval flows too Platform too Takes too long to

Operations poor workload management.

IMPACT ON EMPLOYEE EXPERIENCE BUSINESS IMPACTS

Decreased productivity 40% Delays in reimbursing employees 29%

Poor employee engagement 38% Workload management 26%

Decreased retention/increased Employee dissatisfaction/

with technology 36%

Firms With An Integrated Tool Are More and processes?”

challenges than other companies, and respondents indicated greater 96%

An Integrated T&E Platform Enables (Top results)

Greater digitalization across

– Vice president, finance, multinational company Accelerated employee 33%