Scott is a Senior Principal in West Monroe Partners’ Customer Experience practice, leading the Field Service Lightning team. He applies a unique blend of business consulting and deep technical knowledge to help organizations implement a customer-focused strategy. With over a decade of experience delivering Salesforce technology solutions, Scott understands the transformative impact the platform can have for an entire enterprise.

Scott is experienced in employing a multi-channel approach to contact centers by leveraging customer service best practices through Knowledge-Centered Support and Service Cloud automation. Scott is experienced in bringing technology to field service teams to help increase customer satisfaction, improve first-visit resolutions, and empower real-time analytics of work orders from phone to field. His experience provides clients with a deep understanding of the financial impacts a service team and Field Service Lightning implementation has within an organization’s purchase order process. Scott has worked with numerous organizations to deliver enhanced visibility and optimization through Salesforce and Field Service Lightning. Over the course of his career, he has focused on front-line engagement with agents and project leads to create valuable business decisions with the customer in mind. Scott has implemented projects ranging from local companies providing field service solutions to large enterprise companies serving a global landscape.