Salesforce Ecosystem Partners - A research report comparing strengths and advantages of Salesforce partners - ISG
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Salesforce Ecosystem Partners A research report comparing strengths and advantages of Salesforce partners BROCHURE —| —OCTOBER 2022 —| —U.S., U.K., FRANCE, GERMANY, BRAZIL
Table of Contents
Introduction3 Advisor Involvement
Advisor Involvement – Program
Description15
About the Study Advisory Team 15
Quadrants Research 4
Definition5
Quadrants by Region 11 Invited Companies16
Schedule12
About our Company
Client Feedback & Research20
Nominations13
Contacts for this
Study14
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 2
Introduction
The Salesforce Ecosystem study examines avv
various offerings of the Salesforce
platform, which has been categorized into
implementation services (the Change
usiness) and managed application
services focusing on operational support
for productive applications (the Run
Business). These segments have been
further categorized based on the clients
they serve into large enterprise clients
and the midmarket due to the significant
need for Salesforce integration into the
complex application landscape for large
enterprise clients. Furthermore, these
clients primarily have globally operating
businesses that require corresponding
delivery capabilities from service providers.
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 3
Quadrants Research
The ISG Provider Lens™ study offers
IT decision-makers the following:
Multicloud Implementation and
Integration Services for Large • Transparency of the strengths and
Enterprises weaknesses of relevant providers
Key focus Implementation Services for
• Differentiated positioning of providers
by segments
Core Clouds Midmarket
areas for • A perspective on different markets,
especially the U.S., Germany, U.K.,
Salesforce Implementation Services for
Marketing Automation Midmarket
France, and Brazil
Our study serves as an important
Ecosystem Managed Application Services
decision-making basis for positioning,
key relationships and go-to-market
Partners 2023 for Large Enterprises considerations. ISG advisors and
enterprise clients also leverage
information from these reports for
Simplified Illustration Source: ISG 2022
Managed Application Services evaluating their current vendor
for Midmarket relationships and potential engagements.
Implementation Services
for Industry Clouds
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Multicloud Implementation and Integration Services for Large Enterprises
Definition
Eligibility Criteria 4. Availability of predefined
This quadrant includes providers of
solutions and accelerators,
implementation services for Salesforce 1. Strong implementation
preferably both functionally
applications and their integration with capabilities (consulting,
other major standard software solutions. oriented and industry specific
configuration, data migration
These solutions are usually part of the
and go live) across all 5. Delivery capabilities at scale to
complex system landscape of large and
globally operating enterprise clients. Salesforce products serve large enterprise clients
The scope of this study takes into 2. Deep knowledge about the 6. Compelling list of use cases
consideration that these clients, in most
major standard software and references
cases, use various cloud products of the
packages other than Salesforce,
Salesforce portfolio. In many cases, the
implementation is conducted as a part in addition to the ability
of a long-term program, with multiple to implement end-to-end
rollouts in various divisions of the processes
client organization and regions. From a
functional perspective, implementation 3. Broad competencies in
services include process consulting, architecture and realization
design, configuration, data clean-up, of complex application
migration and finally, go-live support. landscapes
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Implementation Services for Core Clouds Midmarket
Definition
Eligibility Criteria 4. Presence of unique
This quadrant evaluates providers that
differentiators
specialize in Salesforce Sales Cloud, 1. Strong implementation
Service Cloud, Commerce Cloud and capabilities (consulting, 5. Economic stability and
Community Cloud. These products are configuration, data migration significant delivery capabilities
broadly considered as the core clouds of
and go live) for Salesforce to serve numerous clients
Salesforce. These providers take an agile
Core Clouds (at least for Sales,
approach to implementation and focus 6. Compelling list of use cases
on cases where low levels of integration is Service and Commerce clouds) and references
required, which is typical for mid-size and
2. Provision of training and
small clients. Therefore, in many cases,
enabling client personnel to
these projects are conducted within
a few months. An important aspect of use the application
the required services revolves around 3. Availability of predefined
consulting on the redesign of processes
solutions and accelerators,
while using Salesforce applications. From
a functional perspective, implementation preferably both functionally
services include process consulting, oriented and industry specific
design, configuration, data clean-up,
migration and finally the go-live support.
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Implementation Services for Marketing Automation Midmarket
Definition
Eligibility Criteria 3. Availability of predefined
This quadrant includes providers that
1. Strong implementation solutions and accelerators,
specialize in Salesforce Marketing
preferably both functionally
Cloud for cases where the need for capabilities (consulting,
real-time integration into a complex oriented and industry
configuration, data migration
system landscape is limited; this is more specific Presence of unique
and go live) for the Salesforce
typical for mid-sized and small clients. In differentiators
addition, provider expertise in marketing
Marketing Cloud, Pardot, and
specific aspects such as the use of for marketing specific aspects, 4. Economic stability and
media and multichannel approaches is such as information gathering, significant delivery
essential. As the interaction with end customer experience, digital capabilities to serve numerous
clients usually implies a large volume of customer journey optimization clients
transactions, the automation of these and automation of customer
functionalities – for instance, Pardot – is 5. Compelling list of use cases
interactions
another important success factor in this and references
quadrant. From a functional perspective, 2. Provision of training and
the implementation services include enabling client personnel to
process consulting, design, configuration, use the application
data clean-up, migration and finally the
go-live support.
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Managed Application Services for Large Enterprises
Definition
Eligibility Criteria 3. Delivery capabilities at scale to
This quadrant evaluates providers with
1. Well-proven experience in serve large enterprise clients
the capability to offer managed services
for maintenance and support functions operational support for end-to- 4. Provision of mature pricing
that include monitoring, remote support, end processes across complex and contract models with
centralized management of Salesforce
application landscapes, with focus on outcome-based
applications, data quality management,
data security and compliance-related specific focus on Salesforce approaches and continuous
aspects. In the case of large enterprise products improvement
clients, this usually includes the providers’
2. Availability of strong 5. Compelling list of use cases
capability to offer these services in the
methodology and and references
context of global reach and complex
application landscapes, which comprise a comprehensive tool
variety of solutions from different software support with high degree of
providers. Another important aspect is the automation
continuous improvement of the solutions
to generate additional value for the
underlying business. Managed services
are characterized by the transfer of
responsibilities to a service provider and
are driven according to defined SLAs.
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Managed Application Services for Midmarket
Definition
Eligibility Criteria 3. Economic stability and
This quadrant focuses on the capability
1. Well-proven experience significant delivery
of providers to offer managed services
for maintenance and support functions in operational support for capabilities to serve
that include monitoring, remote support, numerous clients
application landscapes with
centralized management of Salesforce
specific focus on Salesforce 4. Provision of mature pricing
applications, data quality management,
data security and compliance-related
products and contract models with
aspects. The midmarket clients usually 2. Availability of strong focus on outcome-based
have lower integration requirements, approaches and continuous
methodology and
and, in many cases, have a more regional improvement
comprehensive tool support,
focus. Another important aspect is the
continuous improvement of the solutions along with a high degree of 5. Compelling list of use cases
to generate additional value for the automation and references
underlying business. Managed services
are characterized by the transfer of
responsibilities to a service provider and
are driven according to defined SLAs.
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Implementation Services for Industry Clouds
Definition
Eligibility Criteria 4. Presence of unique
This quadrant includes providers of
1. Well-proven domain expertise differentiators, for example,
implementation services that are focused
on industry cloud products of Salesforce for respective industries proven industry-specific
such as Financial Services Cloud and accelerators
Health Cloud. Industry-specific skills and 2. Strong implementation
capabilities (consulting, 5. Economic stability and
appropriate accelerators are important
success factors for this segment. configuration, data migration, significant delivery
Furthermore, service providers need the capabilities to serve numerous
go live) for the Salesforce
capability to develop comprehensive industry cloud products and clients
solutions based on the various Salesforce
the products provided by 6. Compelling list of use cases
products that are relevant in a particular
client situation. With Salesforce currently
Vlocity (recently taken over and references
moving its offerings toward higher by Salesforce)
verticalization, this topic will become a 3. Deep knowledge of the
high priority in future implementations.
Salesforce data architecture
From a functional perspective, the
implementation services include process
consulting, design, configuration,
data clean-up, migration and finally the
go-live support.
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 10t
Quadrants By Region
As part of this ISG Provider Lens™ quadrant study, we are introducing the following five region on Salesforce Ecosystem Partners 2023. France and the U.K. are new this year.
Quadrant U.S. Germany Brazil France U.K.
Multicloud Implementation and Integration Services for Large Enterprises f f f f f
Implementation Services for Core Clouds Midmarket f f f f f
Implementation Services for Marketing Automation Midmarket f f f f f
Managed Application Services for Large Enterprises f f f f f
Managed Application Services for Midmarket f f f f f
Implementation Services for Industry Clouds f f f f f
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 11Schedule
The research phase falls in the period between October and November 2022, during Research Production Disclaimer:
which survey, evaluation, analysis and validation will take place. The results will be
ISG collects data for the purposes of writing research and creating provider/vendor profiles. The
presented to the media in March 2023.
profiles and supporting data are used by ISG advisors to make recommendations and inform their
clients of the experience and qualifications of any applicable provider/vendor for outsourcing
Milestones Beginning End the work identified by clients. This data is collected as part of the ISG FutureSource process and
Survey Launch Oct 27, 2022 the Candidate Provider Qualification (CPQ) process. ISG may choose to only utilize this collected
data pertaining to certain countries or regions for the education and purposes of its advisors and
Survey Phase Oct 27, 2022 Nov 28, 2022
not produce ISG Provider Lens™ reports. These decisions will be made based on the level and
Sneak Preview Feb 2023 completeness of the information received directly from providers/vendors and the availability of
experienced analysts for those countries or regions. Submitted information may also be used for
Press Release and Publication Mar 2023
individual research projects or for briefing notes that will be written by the lead analysts.
Please refer to the link to view/download the ISG Provider Lens™ 2022 research agenda
Access to Online Portal
You can view/download the questionnaire from here using the credentials you have already created
or refer to instructions provided in the invitation email to generate a new password. We look
forward to your participation!
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 12Client Feedback Nominations
ISG Star of Excellence™ – Call for nominations
The Star of Excellence is an independent Providers are invited to nominate their clients We have set up an email where you can direct
recognition of excellent service delivery based to participate. Once the nomination has been any questions or provide comments. This
on the concept of “Voice of the Customer.” The submitted, ISG sends out a mail confirmation email will be checked daily, please allow up to
Star of Excellence is a program, designed by to both sides. It is self-evident that ISG 24 hours for a reply. Here is the email address:
ISG
ISG, to collect client feedback about service anonymizes all customer data and does not ISG.star@isg-one.com.
Star of
providers’ success in demonstrating the highest share it with third parties.
Excellence
standards of client service excellence and
It is our vision that the Star of Excellence will be
customer centricity.
recognized as the leading industry recognition
The global survey is all about services that are for client service excellence and serve as the
associated with IPL studies. In consequence, benchmark for measuring client sentiments.
all ISG Analysts will be continuously provided To ensure your selected clients complete the
with information on the customer experience of feedback for your nominated engagement
all relevant service providers. This information please use the Client nomination section on
comes on top of existing first-hand advisor the Star of Excellence website.
feedback that IPL leverages in context of its
practitioner-led consulting approach.
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 13Contacts For This Study
Rainer Marcio Rodrigo Gabriel
Suletzki Tabach Barreto Sobanski
Lead Analyst - U.S. Lead Analyst - France Lead Analyst - U.K. Research Analyst
Mauricio Reza Puranjeet Monika
Ohtani Sarwari Kumar Kathuria
Lead Analyst - Brazil Lead Analyst - Research Analyst Group Project
Germany Manager
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 14Advisor Involvement – Program Description
ISG Provider Lens™ Advisors ISG advisors participate in each study as
ISG Advisors to this study
Involvement Program part of the QCRT group and contribute Yadu Bill
at different levels depending on their
ISG Provider Lens™ offers market Singh Huber
availability and expertise.
assessments incorporating practitioner
insights, reflecting regional focus and The QCRT advisors: EMEA Lead – Partner, Digital
independent research. ISG ensures • Help define and validate quadrants and Digital Platforms Platforms and
advisor involvement in each study to cover questionnaires, and Solutions Solutions
the appropriate market details aligned to
the respective service lines/technology • Advise on service provider inclusion,
trends, service provider presence and participate in briefing calls,
enterprise context.
• Give their perspectives on service
In each region, ISG has expert thought provider ratings and review report drafts.
leaders and respected advisors who know
the provider portfolios and offerings as
well as enterprise requirements and
market trends. On average, three advisors
participate as part of each study’s quality
and consistency review team (QCRT).
The QCRT ensures each study reflects
ISG advisors’ experience in the field,
which complements the primary and
secondary research the analysts conduct.
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 15Invited Companies
If your company is listed on this page or you feel your company should be listed, please contact ISG to * Rated in previous iteration
ensure we have the correct contact person(s) to actively participate in this research.
[ kolekto ]* CGI* Empaua* ilum:e informatik AG*
Accenture* Cloud Consulting* Enext* Infosys*
adesso SE* Cloudity* EPAM* Jade Global*
AllCloud* Coastal Cloud* Everymind* JFOX*
aquilliance GmbH* Coforge* Factory42* Konecta*
Atile.Digital* Cognizant* Fujitsu* LTI*
Atos* Customertimes* Gentrop* Marlabs*
BearingPoint* Deloitte Digital* Globant* Match.mt*
BeeCloud* Dentsu* Grazitti Interactive* Mindtree*
Birlasoft* Deutsche Telekom* HCLTech* Mphasis*
Brillio* DIA die.interaktiven* Hexaware Technologies* Multiedro*
Cadastra* DIGITALL* Huron* Nagarro*
Capgemini* Eigenherd GmbH* IBM* Nèscara*
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 16Invited Companies
If your company is listed on this page or you feel your company should be listed, please contact ISG to * Rated in previous iteration
ensure we have the correct contact person(s) to actively participate in this research.
NTT DATA* Traction on Demand* Aoop CloudGaia
Perficient* Visionet* APISERO Comforth - Karoo
PwC* Wings IT* Aspire Systems Comselect
Reply* Wipro* Ayesa Craftware
Salesfive GmbH* Zennify* BCG CRM IT Solutions
Silverline* Zensar Technologies* Bluewave Group Demandblue
Slalom* 360 Degree Cloud Brightgen Devoteam
SLK Software* 7Summits (acquired by IBM) BRQ DP6
Sopra Steria* A5 Builders Dreamm Tecnologia
Tavant* ABSYZ Business & Decision DXC
TCS* ADVANCE Solutions Carrenet Easyfront Consulting
Tech Mahindra* Algoworks Cloud Giraffe ec4u expert consulting ag
TOPi* Amber Cloud Monsters Edifixio
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 17Invited Companies
If your company is listed on this page or you feel your company should be listed, please contact ISG to * Rated in previous iteration
ensure we have the correct contact person(s) to actively participate in this research.
eFrontech Inpulso Manao Consulting Orange Business Service
EI Technologies, a Cognizant company iSmartBlue Marketdata OSF Digital
Emakina Isobar Math Penfield Digital
enxoo Jüssi Maverick Digital Persistent Systems
Epsilon K2 Partnering Solutions Media Monks Pexlify
ETO Publicis Key Performance Consulting Minsait PMWeb
EY Keyrus Moldsoft PolSource
GFT KPMG MST Solution Publicis Group
Global Hitss LabsXD Mydral Publicis Sapient
Hardis Group Levana Niji R1 RafterOne
ília Lima Consulting Group NIX Solutions Reej Consulting
Imaginedone Lutech Group NTT DATA Deutschland GmbH, Sercante
NTT everis and NTT Data
Inetum Makepositive Siway
Numen
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 18Invited Companies
If your company is listed on this page or you feel your company should be listed, please contact ISG to * Rated in previous iteration
ensure we have the correct contact person(s) to actively participate in this research.
Softtek Telekom Deutschland GmbH Virtusa
Solutis Texei Viseo
Sottelli Torrent Consulting VO2 GROUP
SpringFive Tquila ANZ VRP Consulting
SR Consulting Triscal Waeg
Stratesys T-Systems Webresults
Suntseu Nova Twelve Consulting Werise (an OSF.Digital Company)
SYNTAX Uptima West Monroe
Sys4B UST WPP
S4G Consulting (McKinsey) valtech Wunderman Thompson France
SysMap ValueLabs XCL
Tech6 Vera Solutions
COPYRIGHTS. © 2022 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED. SALESFORCE ECOSYSTEM PARTNERS OCTOBER 2022 19Methodology
About Our Company
& Team& Research
The ISG Provider Lens™ Quadrant ISG Research™ provides ISG (Information Services Group) Founded in 2006, and based in
research series is the only service subscription research, advisory (Nasdaq: III) is a leading global Stamford, Conn., ISG employs more
provider evaluation of its kind to consulting and executive event technology research and advisory than 1,300 digital-ready professionals
combine empirical, data-driven services focused on market trends firm. A trusted business partner to operating in more than 20 countries—
research and market analysis with and disruptive technologies driving more than 800 clients, including a global team known for its innovative
the real-world experience and change in business computing. more than 75 of the world’s top thinking, market influence, deep
observations of ISG’s global advisory ISG Research delivers guidance 100 enterprises, ISG is committed industry and technology expertise, and
team. Enterprises will find a wealth that helps businesses accelerate to helping corporations, public world-class research and analytical
of detailed data and market analysis growth and create more value. sector organizations, and service capabilities based on the industry’s
to help guide their selection of and technology providers achieve most comprehensive marketplace
appropriate sourcing partners, while ISG offers research specifically operational excellence and faster data. For more information, visit
ISG advisors use the reports to validate about providers to state and local growth. The firm specializes in www.isg-one.com.
their own market knowledge and make governments (including counties, digital transformation services,
recommendations to ISG’s enterprise cities) as well as higher education including automation, cloud and data
clients. The research currently covers institutions. Visit: Public Sector. analytics; sourcing advisory; managed
providers offering their services across For more information about ISG governance and risk services;
multiple geographies globally. Research subscriptions, please network carrier services; strategy
email contact@isg-one.com, and operations design; change
For more information about management; market intelligence and
ISG Provider Lens research, call +1.203.454.3900, or visit
research.isg-one.com. technology research and analysis.
please visit this webpage.
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