Case 03
CRM and CX Tool Implementation
Audited and modernized travel & expense across a multinational, surfacing $8M in annual savings.
Situation
A multinational organization's travel and expense (T&E) processes were outdated, manual, and inefficient, creating significant financial leakage and compliance risks. Policies had not been updated in over a decade, expense tracking was inconsistent across regions, and employees without corporate credit cards relied on cash advances.
Task
Planned and executed a targeted audit of the T&E process across all U.S. locations served by a shared service center. The goal was to identify inefficiencies, compliance gaps, and financial risks while providing actionable recommendations to modernize the process. Key actions included Data Analysis (Power BI to review three years of data), Policy Updates (revising outdated T&E policies and standardizing contract terms for client reimbursements), and Automation Implementation (recommending automating the T&E process using an expense management system integrated with company credit cards to eliminate manual errors and improve transparency).
Action
Collaborated cross-functionally to align Internal Audit with the business, transforming a high-risk area into a strategic enabler of efficiency and transparency.
Results
The project uncovered $8M in annual savings, including $5M in missed client chargebacks and $3M in fraudulent expenses over three years. Policy compliance improved 80%, while automated systems provided real-time visibility into T&E spending trends. Additionally, potential tax risks were mitigated, reducing exposure to regulatory penalties.