West Monroe Joins ServiceNow Partner Program to Enhance Customer Service

The collaboration brings industry-specific expertise to ServiceNow implementations, ensuring clients realize value faster

West Monroe, a global business and technology consulting firm, announced it has joined the ServiceNow Consulting and Implementation Partner Program to help organizations optimize and modernize their omnichannel service experiences and contact center operations. The partnership enables West Monroe to help businesses leverage the ServiceNow^® Platform to transform customer service.

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As companies compete on speed and service, this collaboration is a gamechanger—moving beyond internal issue resolution to optimizing customer ecosystems. With deep expertise in customer experience, platforms, and service operations, West Monroe ensures organizations can leverage the benefits of a responsive platform like ServiceNow to connect with their customers. The ServiceNow Partner Program recognizes and rewards partners for their varied expertise and experience to drive opportunities, reach new markets, and help joint customers transform businesses across the enterprise.

West Monroe’s decision to partner with ServiceNow is driven by growing demand for scalable, technology-driven solutions that optimize operations both internally and externally. Having worked in employee and customer experience for decades, West Monroe understands the complex challenges businesses face in enhancing business processes related to service while keeping costs and talent top-of-mind. ServiceNow’s Customer Service Management (CSM) platform has emerged as a key enabler, and this partnership allows West Monroe to help clients implement it strategically.

“ServiceNow is moving faster and making smarter bets than many of its competitors—one of the key factors we consider when selecting platform partners,” said Casey Foss, Chief Commercial Officer at West Monroe. “We look for platforms that push clients to think holistically about their businesses, not just implement technology. That’s why we’re excited to be working alongside ServiceNow’s growth, co-creating with clients to reimagine customer experiences and drive profitability. With our deep industry expertise and hands-on approach, we help clients optimize service operations, reduce costs, and achieve meaningful business outcomes. The platform is just the enabler—what truly matters is how we use it to transform the way organizations operate and compete.”

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Unlike traditional IT service providers that focus purely on technical implementation, West Monroe brings deep industry expertise, proven experience in CX, and a collaborative, strategic approach. With expertise in healthcare, energy & utilities, financial services, consumer & industrial products, private equity, and others, West Monroe is able to help companies—especially in the upper mid-market category—maximize the value of technology by applying industry-specific knowledge. The firm’s teams understand the unique regulations, limitations, challenges, customers, and processes these companies face, which means they can help them realize value faster through more practical and compliant solutions.

Through this partnership, West Monroe is helping clients improve call center and service operations by deploying ServiceNow’s CSM platform to enhance case management, automate workflows, expand self-service options, and optimize field service operations. These solutions reduce manual effort, speed up response times, and improve service efficiency.

“As a Consulting and Implementation Partner, West Monroe’s expertise in customer experience through an industry lens is essential to scaling and extending ServiceNow solutions to new markets,” Ira Simon, senior director, partner strategy and programs at ServiceNow. “We are thrilled to partner with West Monroe to deliver a seamless experience to solve some of our customers’ biggest digital transformation challenges.”

Consulting and Implementation partners leverage industry or domain expertise to guide customers on how to introduce and utilize ServiceNow solutions to help their businesses grow and succeed. Partners use ServiceNow resources to influence deals, track technology deployments, and drive adoption of new solutions.

West Monroe will showcase its ServiceNow capabilities at ServiceNow’s Knowledge25 event from May 6-8, 2025, where attendees can learn more about how the firm is helping organizations transform customer service operations.

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Source – PR Newswire

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