By deploying AI-powered support in under 90 days, West Monroe resolved 8,000 tickets, accelerated 4,000 more, and saved $1.4M in MSP costs.
Customer Story
How West Monroe achieved over $1.4 million in savings
$1.4M
Annual IT support savings
Company overview
West Monroe is a business and technology consulting firm with 2,000+ employees across nine U.S. offices, plus resources in Costa Rica and London.
Challenge
Billable teams can’t afford downtime—every delay in IT or HR support directly impacts client delivery. With 80% of staff working onsite at client engagements, they needed to minimize downtime by resolving issues faster, reduce support costs without degrading service quality, and deliver innovative support experiences to a tech-savvy workforce.
Problem: Downtime was eroding productivity and satisfaction
Lost hours in the field reduced billable time and delayed project delivery. West Monroe faced fragmented support across portals, email, and phone, along with slow, manual processes for routine IT and HR tasks. Limited visibility into recurring bottlenecks made it difficult to address root causes, and scaling support required adding headcount. The firm needed a system that could deliver instant, in-flow support, streamline approvals, and free teams to focus on higher-value work.
West Monroe needed a system that could deliver instant, in-flow support, streamline approvals, and free IT to focus on higher-value work.
Solution: Scaling smarter with AI-powered support
To overhaul its support model, West Monroe deployed Moveworks—an agentic AI platform that meets employees in Microsoft Teams and Slack and is able to resolve many requests in seconds.
Key aspects of the solution:
Seamless integration
Connected to ServiceNow, Workday, and Salesforce to automate workflows end-to-end.
Always-on assistance
Real-time support in chat for IT and HR requests, without context switching.
Smarter operations
AI interprets natural language, automates approvals, and continuously improves.
Result: Velocity and scale for enterprise IT and HR support
The IT team now spends less time on repetitive tasks and more time on strategic initiatives. The agentic AI-driven support model has become the foundation for scaling efficient, employee-friendly support.
West Monroe continues to build on its AI foundation, expanding automation into new workflows and using intelligent agents to drive even greater productivity and employee satisfaction.
8K
tickets resolved annually
4K
tickets accelerated to faster resolution
$1.4M
annual savings in MSP costs—around 40% spend reduction
30min
Software implementations cut from 3–4 days to under 30 minutes