As the world adapts to a new COVID-19-induced reality, enterprises globally are accelerating their digital transformation efforts with a focus on consolidating disparate technologies and a renewed push for process transformation vis-à-vis the lift-and-shift approach. 

While service providers and product vendors emerged as enterprises’ strategic partners during the pandemic’s peak, they have not been able to match enterprise expectations in terms of consulting and advisory services. The proportion of satisfied customers decreased by 15% over 2020-21, as opposed to a 27% increase in satisfaction levels over 2019-20. Enterprises feel that providers need to evolve their positioning from being implementation specialists to becoming transformation partners and help transform their processes and unlock future potential.

This report is based on insights from 150+ structured interviews with enterprises referenced by the 35 global service providers assessed in this report. The study summarizes enterprise views on the capabilities of various enterprise platforms and the expectations from product vendors as enterprises look to scale up their investments. The report also lays out enterprises’ quantitative and qualitative inputs on their providers, their strengths, and limitations.

Scope

• Advisory/consulting services, implementation services, maintenance, and support services across cloud and on-premise deployment of enterprise platforms 
• Enterprise platforms covered include Oracle Cloud ERP, SAP S/4 HANA, Pega, Dynamics 365, ServiceNow, and Salesforce

Industry: market activity and investments of leading service providers and tech vendors across industries

Geography: global

Contents

This report examines:

• Enterprise satisfaction with platforms
• Enterprise expectations from technology vendors
• Enterprise satisfaction with providers
• Enterprises’ satisfaction levels across platforms
• Enterprise perceptions of individual service providers

Membership(s)

Enterprise Platform Services (EPS)

Sourcing and Vendor Management