Expense Reporting in 5 Steps The “Don’t Wait to Fix It” Guide 1 Decide to Fix It 2 Make It Easy for Employees 3 Turn Policy Into Practice 4 Go Mobile 5 Put Your Data to Work Fix your expense reporting and save lots of money. Or keep doing what you’re doing and don’t. No One Will Ask You to Fix Expense Reporting You probably didn’t get where you are today by waiting to be asked to fix anything. You’re someone who takes action, which means you don’t wait for problems to fix themselves. You identify what’s broken or should work better, and then you do something about it. Even the best-run businesses have room for improvement. Whether it’s improving productivity, boosting the bottom line, making employees’ lives a little better, forecasting budgets more accurately, or even adding paper to the copier, there’s always something to do. Of all the issues in your business that require your attention, no one will ever ask you to fix your organization’s expense reporting process. For many companies, a spreadsheet is “good enough” for expense reporting. However, while expense reporting may seem like a tiny, insignificant part of your business operations, it’s actually one area that can affect all others. Using a disconnected system (like a spreadsheet) means you’re missing a big opportunity to address many of your organization’s bigger problems all at once. By recognizing that an automated, cloud-based system can fix a lot more than expenses, and deciding to make that happen for your company, you can improve: • • • • • • Operational efficiency Revenue growth Compliance Cost containment Fraud and risk Visibility With this step-by-step guide, you can take a good, hard look at your organization’s current expense reporting system, and then learn what you can do to fix it. Again, no one will ask you to fix expense reporting. But everyone in your company will be happy you did. Don’t wait to be asked. Step 1: Decide to Fix It Every business has expenses. After salaries, expenses are the second-most controllable cost a business faces. Yet, many companies are not doing nearly enough to control these inevitable costs. Convince the right people. Change isn’t easy. Often, resistance to change results from people either being set in their ways or not wanting to risk trading “good enough” for something that, in the end, could prove to be worse. If you can get consensus and support from your executive peers and the managers who report to them, you can overcome inertia and make a significant difference for your company. To do this, it will help to take a look at your company’s current expense reporting process and assess if it’s as good as it could be. Here’s a quick checklist to help you figure it out. Yes No Is your current expense reporting process fast and simple? Is your current expense reporting process easy to understand? Do you have a policy in place that employees follow? If you answered “yes” to these three questions, congratulations. You’re doing better than a lot of companies. Expense management systems have been shown to reduce expense processing costs by 51%. — Aberdeen Group, State of T&E Expense Management Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 4 If you answered “no,” let’s take a closer look at your process. Yes No Do your employees return from business trips with a mountain of paper receipts? Do your employees return from business trips without a mountain of paper receipts because many were lost over the course of the trip? Do your employees procrastinate when it comes to doing expense reports? Do your employees feel a sense of dread about expense reports? Do your employees use mobile devices for every part of their day-to-day business except expenses? Do your employees complain about not being reimbursed soon enough? Do your employees use sticky tape, whiteout and staplers to put their expense reports together? Do you make budget decisions based on very little expense-related data? Do you have a clear expense policy in place that is easy for employees to follow and understand? Did you read that last question and find yourself asking, “what’s an expense policy?” If you answered “yes” to three or more of these questions, it may be time to automate your expense reporting process. Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 5 In many cases, one of the best things you can do to figure out whether change is right for you is to ask yourself, “why not?” What’s preventing you from automating your expense reporting system? • Would the change be too costly? • Is it too hard or time consuming to implement? • Do you have competing business priorities that require all of your time? Tips To help address these concerns: • Read this document that will help you understand why it makes sense to automate your expenses. • Learn about success stories of people who have changed their expense reporting system. Is your expense reporting system killing productivity? 65% of expense claimants and 43.5% of processors who do not use an automated system say their current expense reporting systems are too time consuming. — Quocirca, Getting to Grips With Expenses Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 6 Step 2: Make it Easy for Employees It’s no secret that people are more productive when they work in a positive environment. When it comes to expenses, negativity can creep into your organization­—especially when people are forced to comply with a policy they perceive as unfair. The best way to change expensing behavior, and to keep people happy at the same time, lies in finding the right balance between people, policy and compliance. Why an expense policy is important for businesses of all sizes. You trust that your employees won’t act inappropriately or deliberately waste your company’s money. However, ask yourself: do they really know what is considered acceptable? Generally speaking, people want to do the right thing when they submit expenses. However, sometimes they just don’t know what the right thing is. That’s why a fair, clear and unambiguous expense policy is so essential. It can prevent frustration, prevent mistakes and make life easier for everyone. • Your finance and accounting teams will be happier because people are more likely to comply with the policy. • Your employees will be happier because they know what’s expected of them and they’re reimbursed quickly. • Managers will be happier because they’re not besieged with questions from both sides. • Everyone will feel equal because the policy is applied equally. • Your managers will feel empowered to push back on inappropriate expenses without coming across as “the bad guy.” Automated solutions can help do this in a way that takes the “personal” element out of it. The system is enforcing the rules, not your managers. Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 8 Exercise Jot down a few things employees include on expense reports. 1. 2. 3. 4. Now, consider whether these are appropriate expense items. By simply taking a moment to think about what is and is not appropriate for an expense report, you’ve taken one step closer to creating an expense policy. Do you have an effective corporate expense policy? Only one-third of organizations surveyed say that they do, and fewer than one-half of them say they closely check claims against their policies. — Quocirca, Getting to Grips With Expenses Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 9 Where do you start? Fortunately, you don’t have to create an expense policy from scratch. To help get you started, download a sample expense policy template. Customize the template as needed for your business. Create a policy people can (and will) follow. If your expense reporting policy is so complicated that people nod off while reading it, or if it’s so intimidating that it strikes fear into their hearts, you need to change it. When writing your expense policy, here are some things to consider: • Use clear language that people can understand (ditch the jargon) • Make the policy and its rules fair • Invite participation in creating it • Make it easy to find in your system • Communicate the policy internally Automate expenses with technology. An automated expense process that takes advantage of available technology helps: • Take the emotion out of expenses. Employees no longer feel it’s their manager telling them their expenses are out-of-policy. • Make it easier for people to submit expenses that match company culture and policy. • Make employees’ lives easier by taking the pain out of repetitive tasks (like completing expenses on a spreadsheet). • Make processes more efficient, resulting in employees submitting expenses faster and getting reimbursed faster. Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 10 Step 3: Turn Policy Into Practice Once you’ve created an expense policy that’s clear and easy for everyone to understand, it’s time to turn this policy into practice in a way that makes sense for your business. If your employees are informed and encouraged to comply with a sensible and appropriate policy, you’ll no doubt see that people consistently follow your expense policy. Here’s how you can get the ball rolling: Keep the expense process simple. Employees will be more likely to comply if the process is easy to follow. Complex and lengthy expense processes can also result in mistakes. Focus on capturing relevant information. This will help to ensure there are no delays in the administration process and avoid potential problems with compliance later. Submit and approve expenses on time. Make sure everyone is clear on when expenses need to be submitted. By reimbursing your employees as quickly as possible, you create happier employees. Keep it mobile. It’s a fast-paced world. Trying to catch up with the right person to sign off on your expenses is difficult. If you have a tool that allows approval to happen anywhere, claims can be signed off on more quickly. Audit your processes and receipts. Are you checking that your employees are making accurate claims? And that their receipts are valid? For example, are they submitting credit card slips or receipts, or both (and thereby claiming for the same expense twice)? Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 12 Tips • Start only with what you need. You can always add other elements of a solution as your company grows. • Use a system that works with your current financial systems (QuickBooks, Salesforce, Netsuite). • Revisit and re-evaluate your expense reporting over time, and customize it so it keeps pace with your needs. • Make sure your processes are easy to follow, so there’s less risk of inaccuracy (or people ignoring the processes altogether). Companies that use an automated solution to manage the expense reporting process have 50% lower processing costs than those that don’t. – Aberdeen Group Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 13 Step 4: Go Mobile Mobile apps have already made your employees’ lives easier in nearly every respect. And they expect your company to keep pace with technological advances. If employees can do their banking, take and send photos, and email files from anywhere in the world, why shouldn’t they be able to file expenses the same way? Going mobile with expenses can help: • Make your employees’ lives easier by saving time and frustration. • Allow expense reports to be automatically created based on their travel itinerary. • Reduce the need to collect paper receipts (since employees can simply take a photograph of their receipts). • Allow people to submit expenses faster and more accurately on the go. • Speed up the process because managers can approve expenses in real time on their mobile devices. • Free up employees’ time so they can focus on other business priorities. • Make it possible to reimburse employees more quickly. Organizations that use smartphone apps to manage their travel and expense have a 28% faster approval process, 22% more policy compliance, 40% lower processing costs, and reimburse their employees 40% faster. – Concur research Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 15 Step 5: Put Your Data to Work When you spend a lot of money each year on business travel and related expenses, it’s important to know where this money is going. That way you can stay on top of your cash flow and plan your future spending. However, you can’t make informed decisions without the right information. When you automate your expenses, you end up with access to valuable data on a number of performance indicators. With this data you can have a clearer, more accurate view of your company’s spend, and then use this information to plan for the future. This insight is critical for developing supporting expense policies, as well as identifying areas in which better deals could be negotiated with suppliers and seeing where employees may be filing improper or non-compliant expenses. Having access to this data for review and analysis can also continue to inform the policy and highlight opportunities for other cost savings. What should you do? • Watch for trends when expenses are submitted and take note of spending patterns. This can identify ways to reduce costs with frequently-used suppliers, as well as identify instances when employees are stretching the rules. • Promote spending within policy, but be aware that out-of-policy spending does happen. 10% of the claims approved by managers are out-of-policy. Whether it’s the result of a mistake or an intentional act of fraud, these types of charges can go unnoticed unless closely monitored. • Review historical data to determine appropriate spending limits. Evaluating spending trends will help you establish reasonable limits for meals, accommodation, train or plane tickets and incidentals. You can also compare this to industry standards. • Use the data you’ve collected to improve forecasting and cash flow projections. Eliminate much of the guesswork involved in identifying future spending by reviewing expense trends. Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 17 Having access to solid data is great. But, like all management information, it’s what you do with this data that counts. Software alone is not the solution. Use the data from the system to inform policy-making decisions and drive changes in behavior that will bring about positive results. When an organization can import data directly from a corporate credit card provider into an expense claim, processing costs can be reduced by as much as 25%. – Concur research Download the T&E Expense Management in a Mobile Age report to find out how the right tools can improve your expense process in the mobile era. Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 18 Don’t Wait to be Asked Now that you’ve read the “Don’t Wait To Fix It” Guide, and made the decision to fix expense reporting, fast forward to a few months from now and imagine the benefits your company is reaping—all because you decided to fix something without being asked. • Productivity is up as employees spend less time on expenses and more time working • Morale is improved because employees can do expense reports on their mobile devices as naturally as they do their other work • Time and money are saved from automating routine tasks • You have more visibility on where money is going and can make more informed decisions about the future • You have more control and consistency in your processes What will you do once you’ve automated your expense reporting? • Invest in growth by putting money saved back into your business? • Take your employees out to celebrate? • Take advantage of your momentum and energy to improve even more areas of your business? Whatever you decide, just remember: none of this would have been possible had you waited to be asked to fix expense reporting. And everyone’s going to love that you did! Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 19 Concur Expense can help your business across the board. • Contact Us • Request a Quote • Get a Free Trial Find out more with these helpful resources: U.S. Expense Policy Template 8 Tips For a Best Practice Expense Process Expense Automation: a Helpful Overview (video) Getting to Grips With Expenses 2013 Expense IQ Report Concur Employee Expenses Benchmark Report Expense Report Auditing Top Tips for Getting Started with Automated Expense Management End-to-End Visibility into T&E Expense Management: Mobile Comes to the Table Bridging the Gaps: The Convergence of Meetings, Travel and Expense Management Concur Mobile Expense Reporting & Travel Booking Expense Reporting in 5 Steps – The “Don’t Wait to Fix It” Guide | 20