With the expansion of the Salesforce technology landscape, enterprises’ approach toward Salesforce has evolved from reactive relationship management to a proactive approach focused on Customer Experience (CX). Enterprises are trying to create a 360-degree customer view by staying connected with customers across their entire journey. They are leveraging a rich ecosystem of tools from Salesforce Marketing and Commerce Cloud to create a personalized digital experience for their customers.

In this research, we present detailed assessments of 15 IT service providers featured on Everest Group’s Salesforce Marketing and Commerce Cloud Services PEAK Matrix^®; and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities. 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.

Our research reveals that Leaders have a strong focus on talent and are heavily invested in upskilling and cross-skilling resources across multiple Salesforce certification streams. With Salesforce Marketing and Commerce Cloud experiencing an uptick, Accenture, Capgemini, and Deloitte have acquired niche System Integrators (SIs) to further augment their Salesforce portfolios to offer end-to-end services. Overall, as enterprises seek to create well-integrated front- and back-office processes and drive innovation for customers at speed and scale, service providers should help them implement solutions with a long-term technology roadmap and leverage strong IP assets contextualized to the industry to expedite time-to-market.

Scope

This research studies the following IT service providers / system integrators associated with Salesforce Marketing and Commerce Cloud services: Accenture, Appirio, Bluewolf, Capgemini, Cognizant, Deloitte, DXC Technology, Infosys, ISOBAR, Mphasis, PwC, TCS, Traction on Demand, UST Global, and Zensar.

Contents

This report features detailed assessments, along with strengths and areas of improvement, of 15 Salesforce service providers focused on Marketing and Commerce Cloud services.

Membership(s)

Enterprise Platform Services (EPS)