Today, healthcare enterprises are looking to leverage Salesforce to not just engage with patients, but for their end-to-end business functions and broader healthcare needs, such as reducing technical debt, containing costs, driving patient centricity, and enabling data interoperability. Healthcare enterprises seek to create a 360-degree patient/member view by leveraging advanced analytics to better engage with and offer personalized experiences to patients/members, improve care outcomes, and drive cost efficiencies. With these changing enterprise expectations and the evolving Salesforce technology landscape, service providers are building strong healthcare-specific solutions to expedite their clients’ time-to-market and are taking an inorganic approach to fill gaps across their Salesforce services portfolios and enhance their geographic footprints. In this report, we share our insights on market trends for Salesforce services. We also study buyer expectations and key challenges faced by enterprises based on our ongoing interactions. Scope: The report looks at the entire range of services provided for Salesforce products, including consulting and advisory, custom app development, implementation and integration, and maintenance and support. Industry: healthcare ITS Geography: global Contents: This report studies: Global Salesforce services market size and growth Adoption trends Buyer expectations Implications for service providers Membership(s) Healthcare IT Services (ITS) Sourcing and Vendor Management

Early adopters of Salesforce services were looking to effectively manage customer relationships, market targeted products, explore sales performance, and drive cost efficiencies on the cloud. With the expansion of Salesforce’s technology landscape, enterprises’ approach toward Salesforce has evolved from reactive relationship management to a proactive approach toward Customer Experience (CX). Healthcare enterprises are looking to leverage Salesforce to not just engage with patients, but for their end-to-end business functions and to address broader healthcare needs such as reducing technical debt, containing costs, driving patient centricity, and achieving data interoperability. Thus, service providers are investing in building strong healthcare-specific solutions to expedite time-to-market for their clients and are taking a strong inorganic approach with tuck-in acquisitions to fill gaps across their Salesforce services portfolios and further enhance their geographic footprint. In this research, we present an assessment of 18 service providers featured on the Salesforce Healthcare Services PEAK Matrix®. The assessment is based on Everest Group’s annual Request For Information (RFI) process for calendar year 2020, interactions with leading Salesforce service providers, client reference checks, and an ongoing analysis of the Salesforce services market. Scope This research covers the following IT service providers / system integrators associated with Salesforce healthcare services: Accenture, Acumen Solutions, Coastal Cloud, Cognizant, Customertimes, Deloitte, IBM, Infosys, NTT DATA, Penrod, Persistent Systems, PwC, Silverline CRM, TCS, Torrent Consulting, Virsys12, Virtusa, and Wipro. Contents This report features detailed assessments of 18 Salesforce healthcare service providers, along with their strengths and areas of improvement. Membership(s)Healthcare IT Services (ITS) Sourcing and Vendor Management

Today, healthcare enterprises are looking to leverage Salesforce to not just engage with patients, but for their end-to-end business functions and to address broader healthcare needs, such as reducing technical debt, containing costs, driving patient centricity, and enabling data interoperability. Healthcare enterprises seek to create a 360-degree patient/member view by leveraging advanced analytics to better engage with and offer personalized experiences to patients/members, improve care outcomes, and drive cost efficiencies. With these changing enterprise expectations and the evolving Salesforce technology landscape, service providers are building strong healthcare-specific solutions to expedite their clients’ time-to-market and are taking a strong inorganic approach to fill gaps across their Salesforce services portfolios and enhance their geographic footprints. In this research, we present an assessment of 18 service providers featured on the Salesforce Healthcare Services PEAK Matrix®. The assessment is based on Everest Group’s annual Request For Information (RFI) process for the calendar year 2020, interactions with leading Salesforce service providers, client reference checks, and an ongoing analysis of the Salesforce services market. Scope This research assesses the following IT service providers / system integrators associated with Salesforce healthcare services: Accenture, Acumen Solutions, Coastal Cloud, Cognizant, Customertimes, Deloitte, IBM, Infosys, NTT DATA, Penrod, Persistent Systems, PwC, Silverline CRM, TCS, Torrent Consulting, Virsys12, Virtusa, and Wipro. Contents This report features detailed assessments of 18 Salesforce healthcare service providers, along with their strengths and areas of improvement. Membership(s)Healthcare IT Services (ITS) Sourcing and Vendor Management