Modernizing the contact center experience saves $40M

The client’s outdated systems and processes hampered their ability to scale and respond effectively to customer needs. Their 25-year-old contact center relied on thousands of outdated case reasons and manual workflows. West Monroe approached the challenge systematically, conducting a deep dive into contact center data to understand factors like call volume and interaction costs. By aligning leadership and prioritizing human-centered design, we crafted a sustainable, data-driven roadmap. This put them on a path to value acceleration and increased customer satisfaction.

We established a senior steering committee to unite marketing, technology, data, and operations teams, creating alignment at every level. From there, we introduced process improvements, including simplifying case fields and implementing a knowledge management tool. Together, we improved first-call resolution rates and employee engagement while deflecting up to 80% of customer emails with automation and self-service. Our partnership enabled the CFO to approve a four-year transformation budget, setting the stage for sustainable success.

West Monroe’s collaborative approach helped the client achieve $40M in fixed-period cost savings and revenue generation while boosting their IRR by 3%. These results came from reducing manual workflows, improving operational efficiency, and streamlining processes with technology and data-driven insights. With enhanced tools and more reliable customer data, employees are empowered to resolve issues faster and more effectively. This transformation has positioned the client to deliver superior customer experiences and continues to generate measurable value across their operations.