SERVICES
Customer data analysis, internal playbook narrative buildout, content audit, copywriting

PROBLEM
An overwhelming abundance of content not written with natural language in mind, substantive metrics, or clear guidance as to how to use spending data to make strategic financial decisions.

STRATEGY
Simplify language, write a blog post series explaining the tenets of how to measure whether spend management programs are using their SaaS tools properly in comparison both with their organization's goals/budgets as well as in comparison within their targeted industry. Provide clear guidance as to what to do with this understanding of an organization's spending in order to achieve whatever priorities they have in mind.

SOLUTION
Establishing outcomes based upon utilization metrics by segment was something new for SAP Concur. Digging into how to measure some of these, indexing healthy performance ranges by segment, and then establishing best practices to get organizations into those healthy ranges is complex. This blog series is the fruit of my collaboration with the customer improvement data and value experience teams and was my initial attempt to create customer-facing content that scaled to groups of customers rather than simple one-to-one instances.