3824985 - Customer Escalation Process Update from August 30, 2026

Symptom

Dear Customers,

When something urgent comes up, you shouldn’t have to wonder whether it is being prioritized, or when you will hear back. You deserve clarity, speed, and a real person who owns your outcome from start to finish.

That is exactly what we are delivering with our updated escalation process going live on August 30. We are dedicated to providing you a real person who knows your case, understands what you need, and is committed to seeing it through.

Starting August 30, when you need to escalate a Concur Support case, call our P1 & Escalation line, phone numbers are listed in the Getting the Most from Support document or ASCs can see them in the Support Portal (Open Support Portal by clicking on Contact Support in the Concur product under Help ? icon > Support tab > Contact Support > Call Support (English Only))

When you call that number, here’s what happens:

A dedicated escalation team member picks up and creates your escalation record right away.

They assess the impact of your situation and ensure your case reaches the right team with the right level of urgency.

A named owner is assigned. One person, accountable to you, keeping you informed every step of the way.

If your situation is urgent, a support engineer will contact you within one hour of urgency being confirmed.

Your escalation stays open until your concern is fully resolved. Not just closed. Resolved.

What stays the same:

There’s nothing you need to do or change. No new logins. No forms to fill out. The Escalate button in your support portal will still be available during the enhancement. If you click it, you will see a prompt with the dedicated number. You can call or continue through the button. Either way, we have got you covered.

(Please note: this update applies to Concur Support cases managed in Salesforce. If your account is managed through ServiceNow, your current escalation process remains in place.)

We are looking forward to showing you what this looks like in practice. When you need us, just call. We will take it from there.

As always, thank you for trusting us with your support.

Environment

Any

Product

Concur Travel all versions

Keywords

Updated escalation process going live on August 30 2026 , KBA , CON-CA-ADM , Administration , Problem

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