Client Conversation: West Monroe Partners

Hi, Nate! It’s nice to meet you. Thank you for taking a few minutes with me today! 

Likewise. Happy to help. 

Before we begin, can you tell me a little about your role at West Monroe Partners and how you interact with Microsoft support through US Cloud? 

Absolutely. My name is Nate Frederick, and I’m a SaaS Portfolio Manager at West Monroe. I oversee all productivity SaaS applications—roughly 40 to 60 tools. That includes licensing, budgeting, and overall ownership. I don’t directly own most of our Microsoft suite; that’s handled by our infrastructure team. They’re the ones who primarily work with US Cloud, and my team leverages that existing relationship. 

That said, one person on our team built several internal Power Apps and Power Automate workflows, and those eventually rolled under my ownership. When we started having issues and that original resource was no longer available, that’s when we engaged US Cloud. 

So you weren’t part of the original decision to bring US Cloud on contract, but you actively work with the US Cloud team now? 

Exactly. When we ran into trouble with those Power Apps and Power Automates, I asked around internally. Our infrastructure team suggested starting with US Cloud since they already support everything Microsoft for us. We opened a ticket and have been working with them since. 

Would you say US Cloud helped fill a knowledge gap for your team? 

Yes, completely. 

Have you personally worked with Microsoft Unified Support, or was US Cloud your primary option? 

I haven’t worked much with Microsoft Support directly. I may have reached out once or twice, but it’s not something I typically handle. When I asked the infrastructure team whether we should go to Microsoft, their feedback was that Microsoft is expensive and difficult to engage. They recommended starting with US Cloud and escalating only if needed. 

How has US Cloud performed in terms of responsiveness and expertise? 

They’ve been very responsive and knowledgeable. One thing that stood out was how the support experience evolved. When Luis joined the call, his expertise on Power Apps or Power Automate was incredible. 

On our next issue, I asked if we could specifically request Luis again. I wasn’t sure if that meant anything from a workload or staffing standpoint, but he already understood our application and the nuances of the problem. Being able to work with the same expert again was a huge win. 

With most vendors, it’s almost impossible to get the same support person twice. In this case, it made a big difference. 

I’m glad being able to work with the same engineer was so helpful to supporting your team’s Microsoft technology! How did that continuity affect your team’s efficiency and outcomes? 

It was vital. The initial issue was something I don’t think we would have identified quickly on our own. We probably would have eventually figured it out, but US Cloud significantly accelerated the resolution. 

This tool isn’t just internal—it’s also used by our clients. When it stops working, it impacts client trust. Getting it back up quickly was critical, and documenting what went wrong helps us prevent future issues. 

Because it’s such a high-touch tool, engaging knowledgeable support through US Cloud was essential. 

That’s one of the reasons we do what we do. When we support our clients’ Microsoft environment, we support their business as a whole (including their reputation with their own customers). Is there anything else you’d like to add about your experience? 

I just want to give Luis a big shout-out. I told him this directly after our last call. He’s been an incredible asset—knowledgeable, dedicated, and one of the best support professionals I’ve worked with. I work with many vendors and support teams, and Luis truly stands out. 

US Cloud: 

I’ll be sure to pass that along. Thank you again for your time and for sharing such candid feedback!