How West Monroe Cut IT Costs by $1.4M Annually with Moveworks AI
West Monroe, a 2,000-person business and technology consulting firm, deployed Moveworks to deliver AI-powered IT and HR support directly in Microsoft Teams and Slack. The firm resolved 8,000 tickets and accelerated 4,000 more in the first year, generating $1.4 million in annual MSP cost savings — a 40% reduction — while cutting software provisioning time from 3–4 days to under 30 minutes.
Impact
$1.4 million
Annual IT support cost savings
40%
MSP spend reduction
8,000
Tickets resolved annually
4,000
Tickets accelerated to faster resolution
Under 30 minutes (from 3-4 days)
Software implementation time
Under 90 days
Deployment time
Challenge
With 80% of staff working onsite at client engagements, West Monroe could not absorb IT and HR support delays — fragmented channels, manual processes, and slow software provisioning were eroding billable hours and preventing the firm from scaling support without adding headcount.
Solution
Moveworks was deployed in under 90 days, integrated with Microsoft Teams, Slack, ServiceNow, Workday, and Salesforce, enabling autonomous resolution of IT and HR requests in real time without requiring employees to switch contexts.
Tools & Technologies
What Leaders Say
“Moveworks met our employees where they were—in Teams or Slack—and resolved over 8,000 tickets last year. That’s $1.4M in cost savings and a huge boost to productivity.”
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Full Story
West Monroe operates differently from many consulting firms: with 80% of its 2,000-plus employees working onsite at client engagements at any given time, the cost of IT or HR downtime is not measured in productivity loss alone — it comes directly off billable hours. A delayed password reset or a slow software provisioning request translates into lost client delivery time, eroding both revenue and reputation. For a firm whose business model depends on its people staying productive in the field, fragmented and slow support infrastructure is a competitive liability.
Before deploying Moveworks, West Monroe’s support experience was fragmented across multiple channels — portals, email, and phone — with slow, manual processes handling routine IT and HR tasks. The firm lacked visibility into recurring bottlenecks, making it hard to address root causes systematically. Scaling support to meet growth meant adding headcount, a model that could not keep pace with an expanding workforce while controlling costs. Software provisioning alone could take three to four days, a delay that was completely incompatible with client-facing demands.
West Monroe selected Moveworks as its agentic AI platform, deploying it in under 90 days. The implementation centered on meeting employees where they already worked: Microsoft Teams and Slack. Moveworks was connected to ServiceNow, Workday, and Salesforce to automate workflows end-to-end, allowing the AI assistant to resolve requests autonomously rather than simply routing them to humans. The system interprets natural language, automates approvals, and improves continuously based on usage patterns.
The first-year results established the business case clearly. Moveworks resolved 8,000 tickets and accelerated 4,000 more, collectively driving $1.4 million in annual savings by reducing dependency on the firm’s Managed Service Provider — a 40% cut in MSP spend. Software implementation timelines collapsed from three to four days to under 30 minutes. These outcomes freed West Monroe’s internal IT team from repetitive request handling, shifting their focus toward the strategic infrastructure and automation work that the firm’s growth demands.
West Monroe is now expanding the AI-driven support model into additional workflows, treating Moveworks as infrastructure for a broader automation program. For a professional services firm where every idle hour carries a tangible cost, the platform has become a direct lever on profitability and employee experience simultaneously.
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