How West Monroe achieved over $1.4 million in savings

The Problem

Downtime was eroding productivity and client satisfaction.

Every lost hour in the field reduced billable time and slowed project delivery. Challenges included:

- Fragmented support channels across portals, email, and phone
- Slow manual processes for common IT and HR tasks
- Limited visibility into bottlenecks and repeated requests
- An inability to scale support without increasing headcount

West Monroe needed a system that could deliver instant, in-flow support, streamline approvals, and free IT to focus on higher-value work.

The 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.

The Result

Velocity and scale for enterprise IT and HR support:

- 8,000 tickets resolved annually
- 4,000 tickets accelerated to faster resolution
- $1.4M annual savings in MSP costs—around 40% spend reduction
- Software implementations cut from 3–4 days to under 30 minutes
- Improved employee satisfaction and adoption of self-service 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.