Expense Management Products - s3. · PDF fileGridSM for Expense Management Spring 2014 ... tionality for time tracking, project management, resource management, and client billing

© 2014 G2 Crowd, Inc. All rights reserved. No part of this publication may be reproduced or distributed in any form without G2 Crowd’s prior written per-mission. While the information in this report has been obtained from sources believed to be reliable, G2 Crowd disclaims all warranties as to the accuracy, completeness, or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information.

GridSM for Expense Management | Spring 2014

Expense Management ProductsProducts shown on the Grid for Expense Management have received a minimum of 10 reviews/ratings in data gathered by April 16th, 2014. Products are ranked by customer satisfaction (based on user reviews) and market presence (based on market share, vendor size, and social impact) and placed into four categories on the Grid:

n Leaders offer expense management products that are rated highly by G2 Crowd users and have substan-tial scale, market share, and global support and service resources. Leaders include: Concur.

n High Performers provide products that are highly rated by their users, but have not yet achieved the mar-ket presence and scale of the vendors in the Leader category. High Performers include: Certify, Expensify, and Clarizen.

n Contenders have significant market presence and resources, but their products have received below average user satisfaction ratings or have not yet received a sufficient number of reviews to validate their products. Contenders include: NetSuite.

n Niche vendors do not have the market presence of the Leaders. They may have been rated positively on customer satisfaction, but have not yet received enough reviews to validate their success. Niche vendors include: BillQuick and Tenrox.

LeadersContenders

High PerformersNiche

Satisfaction

Mar

ket P

rese

nce

Concur

Certify

Expensify

BillQuickTenrox

Clarizen

NetSuite

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© 2014 G2 Crowd, Inc. All rights reserved. Document #EXS14C. 2


Grid Scores for Expense ManagementThe table below shows the satisfaction and market presence scores that determine vendor placement on the Grid. To learn more about each of the vendors, please see the executive profiles in the next section.

Product Name # of Reviews Satisfaction(normalized)

Market Presence G2 Score Expense

ManagementTime

Tracking PSA

Leaders

Concur 54 72 65 69 X

High Performers

Certify 164 97 43 69 X

Expensify 37 83 38 59 X

Clarizen 18 54 30 48 X X X

Contenders

NetSuite OpenAir 27 28 60 58 X X X

Niche

BillQuick 12 27 25 40 X X X

Tenrox 9 23 23 38 X X X

bqe



Expense Management Market DefinitionExpense management refers to software designed to submit, process, reimburse, and track employee expenses. The software includes abilities for employees to input expenses for approval, through a browser or mobile appli-cation. Administrators can track expense reports, enforce company policies for expenses and travel, set up ap-proval routings, and generate reports for specific projects or company departments. In addition, some softwares provide tools to help book and manage travel itineraries.

This Grid report includes only includes products that contain expense management features. NetSuite OpenAir and Clarizen offer additional functionality for time tracking and professional service automation (PSA). This report focuses only on the expense management functionality of these softwares. PSA products include broader func-tionality for time tracking, project management, resource management, and client billing. For more information on PSA products, please see http://www.g2crowd.com/categories/professional-service-automation. Also, this report excludes vendors that primarily focus on time tracking such as Harvest and Toggl. These products are designed for users to record time spent on specific tasks. For an in-depth comparison of the functionality of these products, please see http://www.g2crowd.com/categories/time-tracking. Based on their own needs and budgets, buy-ers should decide whether an expense management tool, a time-tracking tool, or a PSA tool would best fit their needs.

Grid Rating MethodologyThe Grid represents the democratic voice of real business and IT users, rather than subjective opinion of one ana-lyst. G2 Crowd rates expense management products algorithmically based on data sourced from product reviews shared by G2 Crowd users and data aggregated from online sources and social networks.

Technology buyers can use the Grid to help them quickly select the best expense management product for their business; to set realistic goals for their marketing initiatives, and to find peers with similar experiences. For ven-dors, media, investors, and analysts, the Grid provides benchmarks for vendor comparison and market trend analysis.

Grid Scoring MethodologyG2 Crowd rates products and vendors based on ratings and reviews gathered from our user community, as well as data aggregated from online sources and social networks. We apply a unique, patent-pending algorithm to this data to calculate the product strength and vendor market presence scores in real time.

The satisfaction rating is affected by the following (in order of importance):

n Overall Customer Satisfaction and Net Promoter Score (NPS) based on ratings by G2 Crowd users

n Customer satisfaction with second-level product attributes based on user reviews

n Popularity and statistical significance based on number of ratings and reviews received by G2 Crowd

The market presence score is affected by the following (in order of importance):

n Number of employees for product and parent company (based on social networks and public sources)

n Market share based on share of voice including number of ratings and reviews received

n Vendor momentum based on web traffic and Google search trends

n Product social impact based on Klout score and Twitter followers

n Vendor social impact based on Klout score, Twitter, and LinkedIn followers

n Revenue and year over year revenue growth rate (if available)

n Age of company (number of years in operation)

n Employee satisfaction and engagement (based on social network ratings)

http://www.g2crowd.com/categories/professional-service-automation

http://www.g2crowd.com/categories/time-tracking



Vendor Executive SummariesThis section includes summary profiles of each expense management vendor with 20 or more reviews. The prod-ucts are listed in order of their G2 score.

Concur(74)

Certify has been named a High Performer based on receiving the highest customer satisfaction score and having a small market presence. 100% of users rated it 4 or 5 stars; 95% of customers would recommend the product to peers; and 97% believe Certify is headed in the right direction.

Certify is a private company founded in 2008. The Portland, ME–based company has 42 employees listed on LinkedIn. Revenue is unknown for this private company.

In short-answer responses, users liked Certify’s user interface, intuitive workflow, mobile app, and customer ser-vice. Users had few dislikes, but some mentioned issues with the autocomplete feature when uploading pictures of receipts. Certify customers recommended using the mobile app to file expenses. Business problems solved with Certify include eliminating paper expense reports, improving expense-tracking efficiency, time savings for end-users, and streamlining the reimbursement process.

In G2 Crowd feature questions, users rated Certify at 95% on overall expense management functionality, above the category average of 79%. Users were most satisfied with Certify’s mobile receipt capture with 97% satisfaction (vs. 76% average). Certify customers were least satisfied with its project accounting/revenue recognition with 86% satisfaction (vs. 76% average). Across all other features, Certify received very high satisfaction scores between 86-97%.

Certify4.8 out of 5 stars

(163)

LEADERLEADER

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HIGH PERFORMERHIGH PERFORMER

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Concur has been named a Leader based on receiving a high customer satisfaction score and having the largest market presence. 80% of users rated it 4 or 5 stars; 75% of customers would recommend the product to peers; and 65% believe Concur is headed in the right direction.

Concur (NASDAQ: CNQR) was founded in 1993. The Redmond, WA–based company reported 2013 revenues of $545.8 million and has 2,906 employees listed on LinkedIn.

In short-answer responses, users liked Concur’s ease of use, mobile app, scalability, customer support, and cus-tomization options. Users disliked the reporting process and a few had difficulties uploading images to the system. Business problems solved with Concur include organization-wide expense tracking and compliance, decreased expense processing time, and managing travel bookings and expenses in one system.

In G2 Crowd feature questions, users rated Concur at 83% on overall expense management functionality, above the category average of 79%. Users were most satisfied with Concur’s ease of creating expense reports with 89% satisfaction (vs. 85% average). Concur customers were least satisfied with its offline features with 64% satisfaction (vs. 58% average). Across all other features, Concur received satisfaction scores between 71-88%.

3.8 out of 5 stars

http://www.g2crowd.com/products/concur/reviews


http://www.g2crowd.com/products/certify/reviews






Clarizen has been named a High Performer based on receiving a high customer satisfaction score and having a small market presence. 89% of users rated it 4 or 5 stars; 77% of customers would recommend the product to peers; and 86% believe Clarizen is headed in the right direction.

Clarizen is a private company founded in 2006. The San Mateo, CA–based company has 127 employees listed on LinkedIn. Revenue is unknown for this private company.

In short-answer responses, users liked Clarizen’s user interface, customization ability, training, and helpful cus-tomer support. Users disliked the report-building process, finding it cumbersome. Business problems solved with Clarizen include project visibility, project management, and resource scheduling.

In G2 Crowd feature questions, users rated Clarizen at 79% on overall expense management functionality, in line with the category average of 79%. Users were most satisfied with Clarizen’s currency conversions with 100% satis-faction (vs. 85% average). Clarizen customers were least satisfied with its offline features with 14% satisfaction (vs. 58% average). Across all other features, Clarizen received satisfaction scores between 82-100%.

Clarizen4.0 out of 5 stars

(20)

Expensify has been named a High Performer based on receiving a high customer satisfaction score and having a small market presence. 92% of users rated it 4 or 5 stars; 90% of customers would recommend the product to peers; and 89% believe Expensify is headed in the right direction.

Expensify is a private company founded in 2008. The San Francisco, CA–based company has 33 employees list-ed on LinkedIn. Revenue is unknown for this private company.

In short-answer responses, users liked Expensify’s ease of use, mobile app, and Smart Scan feature. Users dis-liked the workflow, and found that the Smart Scan feature was effective but slow to load. Expensify users recom-mended starting with the free plan option. Business problems solved with Expensify include easy expense filing for end-users, streamlined approval process, and analysis of spending patterns.

In G2 Crowd feature questions, users rated Expensify at 90% on overall expense management functionality, above the category average of 79%. Users were most satisfied with Expensify’s offline features with 100% satisfac-tion (vs. 58% average). Expensify customers were least satisfied with its reporting features with 64% satisfaction (vs. 76% average). Across all other features, Expensify received satisfaction scores between 71-100%.

Expensify4.4 out of 5 stars

(52)


SPRING2014


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http://www.g2crowd.com/products/clarizen/reviews



http://www.g2crowd.com/products/expensify/reviews





NetSuite OpenAir has been named a Contender based on receiving a low customer satisfaction score and hav-ing a large market presence. 52% of users rated it 4 or 5 stars; 62% of customers would recommend the product to peers; and 35% believe NetSuite OpenAir is headed in the right direction.

NetSuite (NYSE: N) was founded in 1998. The San Mateo, CA–based company reported 2013 revenues of $414.5 million and has 2,367 employees listed on LinkedIn.

In short-answer responses, users liked NetSuite OpenAir’s reliability, reporting, and integration with other prod-ucts. Users disliked the interface, help functions, and end-user expense-entering process. NetSuite OpenAir cus-tomers recommended comparing the user interface to other products. Business problems solved with NetSuite OpenAir include managing project costs, invoice generation, and faster month-end processes.

In G2 Crowd feature questions, users rated NetSuite OpenAir at 71% on overall expense management function-ality, below with the category average of 79%. Users were most satisfied with NetSuite OpenAir’s standard inte-grations with 93% satisfaction (vs. 82% average). NetSuite OpenAir customers were least satisfied with its mobile receipt capture with 52% satisfaction (vs. 76% average). Across all other features, NetSuite OpenAir received satisfaction scores between 57-93%.

BillQuick has been named a Niche vendor based on receiving a low customer satisfaction score and having a small market presence. 67% of users rated it 4 or 5 stars; 61% of customers would recommend the product to peers; and 67% believe BillQuick is headed in the right direction.

BQE Software is a private company founded in 1995. The Torrance, CA–based company has 111 employees listed on LinkedIn. Revenue is unknown for this private company.

In short-answer responses, users liked BillQuick’s intuitive interface, support and training, and invoice creation. Users disliked the difficulty of navigating security settings and reporting options. BillQuick users recommended the product for small businesses. Problems solved using BillQuick include budget tracking, integration with Quick-books, and real-time reports data.

In G2 Crowd feature questions, users rated BillQuick at 67% on overall expense management functionality, below with the category average of 79%. Users were most satisfied with BillQuick’s ease of creating expense reports with 86% satisfaction (vs. 85% average). BillQuick customers were least satisfied with its API’s/Integration with 29% satisfaction (vs. 72% average). Across all other features, BillQuick received satisfaction scores between 36-76%.

NetSuite OpenAir

BillQuick

3.3 out of 5 stars

3.5 out of 5 stars

(37)

(11)bqe

http://www.g2crowd.com/products/netsuite-openair/reviews

http://www.g2crowd.com/products/billquick/reviews







Tenrox has been named a Niche vendor based on receiving a low customer satisfaction score and having a small market presence. 33% of users rated it 4 or 5 stars; 61% of customers would recommend the product to peers; and 57% believe Tenrox is headed in the right direction.

Tenrox is a product of Upland Software, a private company founded in 1998. The Austin, TX–based company has 192 employees listed on LinkedIn. Revenue is unknown for this private company.

In short-answer responses, users liked Tenrox’s interest in customer feedback and customization options. Us-ers disliked the interface, finding it hard to navigate and unintuitive. Users also disliked performance lags in the software and issues caused by site maintenance. Problems solved using Tenrox include minimizing manual data entry, invoice accuracy, project reporting, and expense workflows.

In G2 Crowd feature questions, users rated Tenrox at 69% on overall expense management functionality, below with the category average of 79%. Users were most satisfied with Tenrox’s policy compliance management with 93% satisfaction (vs. 82% average). Tenrox customers were least satisfied with its offline features with 29% satis-faction (vs. 58% average). Across all other features, Tenrox received satisfaction scores between 36-76%.

Tenrox3.4 out of 5 stars

(10)

http://www.g2crowd.com/products/tenrox/reviews





Satisfaction Ratings G2 Crowd users rated expense management software vendors ability to satisfy their needs as shown in the table below. Average satisfaction levels across survey questions were varied across all vendors in the range of 60% to 93%. Users validated that these providers meet their requirements at levels between 67% and 95%.

Concur Certify Expensify Clarizen NetSuite OpenAir BillQuick Tenrox Grid

Average

Satisfaction

Likely to Recommend 75% 95% 90% 77% 62% 61% 61% 74%

Product going in right direction? 65% 97% 89% 86% 35% 67% 57% 71%

Net Promoter Score (NPS) (Range from -100 to +100) 6 85 45 15 -45 9 -40 11

User Satisfaction Details

Meets Requirements 83% 95% 90% 79% 71% 67% 69% 79%

Ease of Use 81% 95% 90% 76% 54% 70% 47% 73%

Ease of Setup 75% 88% 95% 79% 58% 59% 57% 73%

Ease of Admin 78% 92% 90% 84% 51% 59% 66% 74%

Support Quality 70% 95% 83% 79% 65% 69% 79% 77%

Ease of Doing Business 73% 96% 90% 86% 62% 61% 77% 78%

Average Sat by Category 77% 93% 90% 80% 60% 64% 66% 76%



Feature Comparison G2 Crowd users have evaluated the Expense management software vendors by feature. The results are shown below for vendors with at least 10 reviews/ratings.

Customer Segments Served As shown in the table below, expense management vendors serve a range of small, mid-market, and enterprise customers.


Average

Summary

Expense Reports 86% 93% 91% 100% 83% 63% 71% 84%

Travel Management 84% 92% 90% n/a n/a 57% n/a 81%

Client Invoicing 82% 93% 88% 93% 74% 66% 60% 79%

Mobile 82% 94% 90% n/a 65% 62% n/a 79%

Administration 80% 89% 87% 91% 80% 64% 74% 81%

Platform 74% 89% 96% 63% 71% 48% 55% 71%

Avg. Feature Rating 84% 93% 90% 96% 74% 62% 65% 81%


Average

Customers by Size

Small Business (1-50 employees) 21% 19% 53% 20% 29% 43% 25% 30%

Mid-Market (51-1,000 employees) 35% 57% 32% 60% 43% 57% 63% 50%

Enterprise (1,000+ employees) 44% 24% 15% 20% 29% 0% 13% 21%



Deployment and Implementation 86% of expense management solutions are deployed as SaaS (software as a service) solutions in the cloud. Ex-pense management solutions can be deployed quickly with an average implementation time of approximately two months.


Average

Deployment Method

Cloud 100% 100% 100% 100% 100% 0% 100% 86%

On-Premise 0% 0% 0% 0% 0% 100% 0% 14%

Implementation Time

Avg. Months to Go Live 1.7 1.1 0.1 0.6 3.1 1.0 5.6 1.9

Implementation Method

% Led by In-House Team 67% 77% 92% 100% 15% 67% 100% 74%

% Led by Vendor PS 33% 23% 8% 0% 54% 33% 0% 22%

% Led by 3rd Party 0% 0% 0% 0% 31% 0% 0% 4%

Number of Users Purchased

Median Number of Users Bought 275 75 12 17 175 38 175 110

Contract Term

Avg. Contract Term (Months) 5 1 5 21 21 6 12 10



Mobile Applications All expense management platforms on the Grid include mobile applications to track and send emails on the go. Native iOS and Android app ratings are provided below.


Average

iOS Mobile App

Rating (5 stars) 4.5 3.5 3.5 2.0 2.5 4.0 1.0 3

Number of Reviews 23,867 79 1,564 23 326 11 1 3,696

Android Mobile App

Rating (5 stars) 4.4 3.8 4.3 3.1 2.0 3.5 2.6 3

Number of Reviews 19,280 75 4,846 34 63 20 5 3,475



Vendor and Product ScaleKey data on the vendor’s scale and impact are summarized below. Additional vendor demographic data is avail-able for download in the Grid Spreadsheets.


Average

Vendor Info

Company Name Concur Certify Expensify Clarizen NetSuite BQE Upland Soft-ware

HQ Location Redmond, WA Portland, MESan Francisco,

CASan Mateo, CA San Mateo, CA Torrance, CA Austin, TX

Corporate Background

Year Founded 1993 2008 2008 2006 1998 1995 1998 2001

Financial Data (if available)

Revenue ($M ttm) 545.8 n/a n/a n/a 414.5 n/a n/a 480

Vendor Social and Web Impact

Employees on LinkedIn (Vendor) 2,906 42 33 127 2,367 111 192 825

LinkedIn Followers 17,849 605 648 974 34,682 747 1,030 8,076

Twitter Followers 12,443 877 9,179 1,790 406,420 417 154 61,611

Klout Score 61 41 60 50 81 43 37 53

Alexa Web Traffic Rank 29,041 256,091 12,907 27,584 2,125 457,446 802,235 226,776

Product Social and Web Impact

Product Klout Score 61 41 60 50 81 43 41 54

Twitter Followers for Product 12,443 877 9,179 1,790 406,420 417 1,211 61,762



Rating Changes and Dynamics

The ratings in this report are based on a snapshot of the user reviews and social data collected by G2 Crowd up to April 16, 2014. The ratings may change as the products are further developed, the vendors grow, and as addi-tional opinions are shared by users. G2 Crowd updates the ratings on its website in real-time as additional data is received, and we will update this report at least once per quarter. By improving their products and support and/or by having more satisfied customer voices heard, contenders may become leaders and niche vendors may be-come high performers.

TrustKeeping our ratings unbiased is our top priority. We require the use of a LinkedIn account to validate a G2 Crowd user’s identity and employer and verify all reviews manually. We do not allow users to rate their employer’s prod-ucts or those of their employer’s competitors. Though we share reviews from business partners (they often con-tain valuable content), we filter out business partner ratings in our aggregate ratings to avoid bias.

Our G2 Crowd staff does not add any subjective input to the ratings, which are determined algorithmically based on data aggregated from publicly available online sources and social networks. Vendors cannot influence their ratings by spending time or money with us. Only the opinion of real users and data from public sources factor into the ratings.

Grid Inclusion Criteria All products in a G2 Crowd category that have at least 10 reviews/ratings from real users of the product will be included in the Grid. Inviting other users, such as colleagues and peers to join G2 Crowd and share authentic product reviews will accelerate this process.

If an expense management product is not yet listed on G2 Crowd and it fits the expense management market definition above, then users are encouraged to suggest its addition to our expense management category on our website at www.g2crowd.com.

http://www.g2crowd.com

Documents

Expense Management Products - s3. · PDF fileGridSM for Expense Management Spring 2014 ... tionality for time tracking, project management, resource management, and client billing