The pandemic and the rise of digital-native challengers have accelerated the need for insurers to offer a Secure, Ubiquitous, Personalized, Easy, and Responsive (SUPER) experience across different insurance products. Insurers are looking for ways to enhance customer experience, market personalized products, and boost sales to drive differentiation and explore alternate revenue streams. A successful digital experience strategy, driven by a product that can meet their needs, has become a strategic imperative for insurers.

In recent years, Salesforce has established itself as a preferred Digital Experience Platform (DXP) for many insurance enterprises. A meaningful expansion in capabilities via the acquisitions of Vlocity, Tableau, and Mulesoft has also augmented Salesforce leverage among insurers. To respond to the evolving demand themes, IT service providers are building strong, insurance industry-specific solutions to expedite their clients’ time-to-market and making tuck-in acquisitions to fill gaps across their Salesforce services portfolios and enhance their geographic footprint.

In this report, we study the vision, capability, and market impact of 12 leading IT service providers based on their Salesforce services portfolios in the insurance sector. The service providers are positioned on Everest Group’s proprietary PEAK Matrix® and categorized as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings.

Scope

• Industry: insurance
• Geography: global
• Our assessment is based on Everest Group’s annual RFI process for the calendar year 2021, interactions with leading IT service providers, client reference checks, and an ongoing analysis of the Salesforce services market

Contents

In this report, we study:

• Salesforce services in insurance market trends and their implications on key stakeholders
• Size of Salesforce services in the insurance market and growth characteristics
• Everest Group PEAK Matrix® for Salesforce Services in Insurance
• Characteristics of Leaders, Major Contenders, and Aspirants
• Service provider assessments

Membership(s)

Insurance Information Technology

Sourcing and Vendor Management