Early adopters of Salesforce services tried to effectively manage customer relationships, market targeted products, explore sales performance, and drive cost efficiencies. As the Salesforce technology landscape expanded, enterprise approach evolved from reactive relationship management to a proactive Customer Experience (CX) approach, leveraging a 360-degree customer view via a suite of Salesforce products to better engage customers and offer personalized experiences.
To capitalize on the opportunity, service providers are building strong industry-specific solutions to expedite time-to-market for clients, continually evaluating their capabilities, and looking to acquire firms to plug gaps in their Salesforce services portfolios.
In this research, we present detailed profiles and assessments of 16 IT service providers featured on the Salesforce Services PEAK Matrix®. Each profile provides a comprehensive picture of the service provider’s service focus, key Intellectual Property (IP) / solutions, and domain investments. The assessment is based on Everest Group’s annual RFI process for the calendar year 2019, 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 services: Accenture, Acumen Solutions, Appirio, Bluewolf, Capgemini, Cognizant, Deloitte, DXC Technology, Infosys, LTI, Mphasis, NTT DATA, PwC, TCS, UST Global, and Zensar.
Contents
This report features 16 Salesforce service provider profiles, each of which includes:
- Overview of the provider’s Salesforce services business and offerings – vision, scale, and extent of adoption of Salesforce services across enterprise segments and geographies
- Assessment of the provider’s Salesforce services delivery capability, domain investments, and key solutions
- Detailed assessment of the service provider’s strengths and areas of improvement
Membership(s)
Enterprise Platform Services (EPS)
