Globally, life sciences corporations are facing the dual danger of rising competition from generics as well as declining margins. Additionally, strengthening of regulations in every aspect of the life sciences value chain – drug discovery, trials, manufacturing, supply chain, sales, and marketing – is putting further pressure on life sciences companies to bring their houses in order. Technology proliferation, shift towards digital channels, standardization & harmonization, and mobility are some other key factors that have a profound impact on the business of life sciences companies.

Bringing their houses in order would be difficult for life sciences corporations if they tried to do it single handedly, owing to lack of expertise in various areas (technology, mobility, etc.). However, outsourcing service providers and technology vendors can provide support to life sciences companies, not only for the non-core operations such as sales & marketing and supply chain distribution, but also for the core clinical side of operations (pharmacovigilance, drug research, etc.). This report provides information on some of the leading service providers in the life sciences BPO market along with their areas of expertise.

In this research, we analyze the life sciences BPO service provider landscape. We focus on:

• Relative positioning of 13 service providers on Everest Group’s PEAK Matrix for life sciences BPO
• Analysis of service providers’ market share
• Everest Group’s analysis of service providers’ strengths and areas of improvement

The scope and methodology of this report include:

• Over 150 life sciences BPO contracts signed as of December 2016
• Coverage across 13 life sciences BPO service providers: Accenture, Cognizant, Conduent, DXC Technology, Genpact, HCL, IBM, Indegene, Syntel, TCS, Tech Mahindra, Wipro, and WNS

Content

This report will assist key stakeholders (pharmaceutical, medical devices, and biotechnology companies, service providers, and technology providers) understand the changing dynamics of the life sciences BPO service provider landscape. It will also help them identify Leaders, Major Contenders, and Aspirants for 2017. The report provides detailed analysis of the service provider market share, relative position on the Everest Group PEAK Matrix, capability assessment, and Everest Group’s remarks on service providers highlighting their key strengths and development areas.

Some of the findings in the report are:

• Accenture, Cognizant, and TCS emerged as Leaders owing to the depth of services that they provide, along with their technological expertise, and a well-balanced delivery network
• Major Contenders include Conduent, Genpact, HCL, IBM, Indegene, Syntel, Tech Mahindra, and Wipro. Some of the service providers in the category are experiencing strong growth and are developing a comprehensive set of offerings
• DXC Technology and WNS are Aspirants, owing to their smaller operations as well as delivery capabilities
• Cognizant, followed by TCS and Accenture, accounted for the highest share by revenue
• However, Indegene, Syntel, and Wipro, in addition to TCS, achieved the highest revenue growth rate during 2016
• In the same period, Cognizant, Syntel, and TCS were able to gain maximum new logos
• Pharmacovigilance represented the largest share of the life sciences BPO market followed by drug discovery, research, and clinical trials. TCS, Cognizant, and Accenture are the leading players in PV outsourcing market
• TCS is the only player to consistently feature in the top five metrics across each process (except manufacturing operations) by share of FTEs
• List of top players is different across processes, indicating different focus areas for each service provider

Membership(s)

Healthcare & Life Sciences Business Process Outsourcing