The platform services market is evolving, with cloud-based, AI-powered, and data-driven solutions driving the change. This transformation has led to a growing demand for innovative and industry-specific offerings. However, enterprises are facing challenges in constructing a future-proof platform architecture and integrating solutions effectively. While service providers have successfully improved satisfaction levels for SMB enterprises through their expertise, customer satisfaction for large enterprises has been declining, particularly in talent management and innovative solution development. Over the past year, providers have seen a 5% drop in the percentage of satisfied customers as they struggle to meet enterprise expectations for tailored solutions.

In this report, we examine enterprises’ satisfaction level of service providers, identifying their strengths and areas for improvement. The report also highlights the top five service providers that excel in platform areas and deliver superior value. The insights are based on over 120 unique interviews conducted globally with enterprises in 2022-23 as part of the enterprise platform services assessment.

Scope

• All industries and geographies
• Advisory/Consulting services, implementation services, maintenance, and support services across cloud and on-premise deployment of enterprise platforms
• Enterprise platforms covered include Oracle Cloud, SAP Business Applications, and Microsoft Dynamics 365

Contents

In this report, we examine:

• Providers’ satisfaction among enterprises
• Technology providers’ fulfillment of enterprise expectations
• Enterprise platform adoption mindset
• Enterprises’ satisfaction levels across key parameters
• Enterprise perceptions of individual service providers
• Top five service providers in Enterprise Resource Planning platform areas

Membership(s)

Enterprise Platform Services (EPS)

Sourcing and Vendor Management