SuccessFactors-Based Human Resources Business Process Services (HR BPS) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018

27 Jun 2018
by Rajesh Ranjan, Anil Vijayan, Priyanka Mitra, Snigdha Kakkar

There has been a paradigm shift in the expectations and requirements of HR departments across the globe. HR processes and systems continue to evolve with time, accompanied with a change in enterprise approach towards improving employee experience at the workplace. Next-generation technologies have not just made the resources available to employees, but also made these resources more easily accessible and usable. These technologies have aided in breaking down the silos in which HR processes generally operate. Moreover, this growing need to provide an integrated platform globally, for a better employee experience, has paved the way for the adoption of unified, end-to-end Software-as-a-Service (SaaS) platforms such as SuccessFactors, Workday, and Oracle HCM. SuccessFactors’ distinctive features, such as its intuitive consumer-style experience and built-in decision support system, have helped it position itself distinctively in the market. In this research, we assess the market impact, overall vision, and delivery capability of service providers for SuccessFactors and evaluate their positioning on the Everest Group PEAK Matrix. Additionally, the report also includes remarks on service providers, highlighting their key strengths and development areas.

In this research, we analyze the SuccessFactors-based HR BPS service provider landscape. We focus on:

  • Overall SuccessFactors-based HR BPS market size and growth
  • SuccessFactors-based HR BPS adoption and solution trends
  • Service provider landscape

We analyze the global SuccessFactors-based HR BPS market across the following dimensions:

  • Relative positioning of 11 service providers on the Everest Group PEAK Matrix for SuccessFactors-based HR BPS
  • Key strengths and development areas for service providers


This research provides comprehensive coverage of the 2017 SuccessFactors-based HR BPS market and analyzes it across various dimensions such as market overview, buyer adoption trends, solution trends, and service provider landscape. Some of the key findings are:

  • The SuccessFactors-based HR BPS market is currently worth ~ US$797 million and has been experiencing spectacular growth
  • The rising adoption of SuccessFactors-based HR BPS is increasingly being driven by the shift in enterprise preferences for a more employee-centric approach, in addition to the traditional levers of cost reduction and efficiency gains
  • The demand for consult-to-operate capabilities in the SuccessFactors environment is relatively low at present, owing to availability of diverse players in both the IT as well as the BPS side of the ecosystem. However, with the growing complexities, enterprises are seeking a single provider across the value-chain. Thus, many providers have been investing in developing consult-to-operate capabilities
  • Europe leads in terms of SuccessFactors-based HR BPS adoption, with North America and Asia Pacific following suit
  • In terms of industries, manufacturing, Banking & Financial Services (BFS) and high-tech & telecom are the biggest adopters of these services
  • Among transaction processes, employee data management, payroll, and employee contact center are the most frequently outsourced, while within judgment-oriented processes, recruitment, performance, succession management, and compensation have gained the maximum traction
  • The top three players – Accenture, Alight Solutions, and NGA HR – constitute about 70% of the SuccessFactors-based HR BPS market by value. In terms of the number of active deals, however, NGA HR is the most dominant player
  • In terms of buyer segments, large organizations across diverse industries are adopting SuccessFactors to enable the modern digital economy to function in an integrated manner, whereas small organizations prefer to adopt specific modules in SuccessFactors
  • Furthermore, based on the comprehensive Everest Group PEAK Matrix assessment, 11 service providers are segmented into Leaders, Major Contenders, and Aspirants
  • Everest Group has classified 11 SuccessFactors-based HR BPS service providers on the Everest Group PEAK Matrix into:
    • Leaders: Accenture, Alight Solutions, and NGA Human Resources
    • Major Contenders: Capgemini, Conduent, HR Path, IBM, Neeyamo, and Zalaris
    • Aspirants: Gavdi Group and Rolling Arrays
  • Additionally, this report also contains Everest Group’s remarks on each of the 11 service providers’ strengths and areas of improvement


Human Resources Outsourcing (HRO)


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