Salesforce Ecosystem Partners - Germany 2020 Quadrant Report - Cognizant
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Salesforce Ecosystem Partners
Germany 2020
A research report
comparing provider
strengths, challenges
Quadrant Report and competetive
differentiators.
March 2020
Customized report courtesy of:
ISG Provider Lens™ Quadrant Report | March 2020 Section Name
About this Report
Information Services Group, Inc. is solely responsible for the content of this report. ISG Provider Lens™ delivers leading-edge and actionable research studies, reports
and consulting services focused on technology and service providers’ strengths and
Unless otherwise cited, all content, including illustrations, research, conclusions, weaknesses and how they are positioned relative to their peers in the market. These
assertions and positions contained in this report were developed by and are the sole reports provide influential insights accessed by our large pool of advisors who are
property of Information Services Group, Inc. actively advising outsourcing deals as well as large numbers of ISG enterprise clients
who are potential outsourcers.
The research and analysis presented in this report includes research from the ISG
Provider Lens™ program, ongoing ISG Research programs, interviews with ISG advisors, For more information about our studies, please email ISGLens@isg-one.com,
briefings with services providers and analysis of publicly available market information call +49 (0) 561-50697537, or visit ISG Provider Lens™ under ISG Provider Lens™.
from multiple sources. The data collected for this report represents information that
ISG believes to be current as of February 2020 for providers who actively participated as
well as for providers who did not. ISG recognizes that many mergers and acquisitions
have taken place since that time, but those changes are not reflected in this report.
The lead author for this report is Rainer Suletzki. The editor is Jan Erik Aase. The ISG Research™ provides subscription research, advisory consulting and executive
research analysts are Phani K R and Rahul Basu and the data analyst is Vishal Kulkarni event services focused on market trends and disruptive technologies driving change
in business computing. ISG Research™ delivers guidance that helps businesses
accelerate growth and create more value.
For more information about ISG Research™ subscriptions, please email
contact@isg-one.com, call +49 (0) 561-50697537 or visit research.isg-one.com.
2
© 2020 Information Services Group, Inc. All Rights Reserved.
1 Executive Summary
3 Introduction
12 Salesforce Implementation and Integration Services
13 Implementation & Integration Services © 2020 Information Services Group, Inc. All rights reserved.
Reproduction of this publication in any form without prior
18 Salesforce Implementation Services for Core Clouds permission is strictly prohibited. Information contained in this
19 Implementation Services for Core Clouds report is based on the best available and reliable resources.
Opinions expressed in this report reflect ISG’s judgment at the
23 Salesforce Implementation Services for Marketing Cloud time of this report and are subject to change without notice.
ISG has no liability for omissions, errors or completeness of
24 Implementation Services for Marketing Cloud
information in this report. ISG Research™ and ISG Provider Lens™
27 Salesforce Managed Application Services are trademarks of Information Services Group, Inc.
28 Managed Application Services
33 Methodology
ISG Provider Lens™ Quadrant Report | March 2020 Section Name
Executive Summary
EXECUTIVE SUMMARY
The Salesforce Ecosystem and its Structure
Since its inception in 1999, Salesforce has shown impressive growth and is now one of so-called system integrators. This often goes hand in hand with the need to consolidate
the leading providers of cloud-based application systems in the form of a Software-as-a- several independently created Salesforce instances, which are mainly operated by the
Service (SaaS). The focus was always on implementation with agile methods and a high specialist departments themselves, without involving the respective IT departments of
degree of standardisation, which gives the company the opportunity to roll out updates at the company. And finally, detailed knowledge of and corresponding implementation skills
comparatively short intervals. In addition, it enables the customer to first carry out a for other common software packages are an additional requirement for providers in this
quick implementation with a possibly limited functional scope and then to expand the area. These framework conditions mostly lead to an implementation method, which, in
application quickly. contrast to the purely agile approaches that were used in most early Salesforce projects,
is characterized by the combination of agile elements for the implementation part on the
The Salesforce portfolio now includes a whole range of products, which are differentiated
one hand with phase-oriented elements for strategy, design and roll out on the other. The
both from a functional point of view and are, in the meantime, partly based on specific
common term for this approach is "Hybrid Agile".
industries. In the case of the functionally oriented products, the Sales Cloud and the Service
Cloud, which were the first products and which, therefore, undoubtedly have reached the The predominantly agile implementation approaches are still an option for small and
highest level of maturity, should be mentioned first. Other products include the Marketing medium-sized companies with a limited international market presence or for cases,
Cloud and the Commerce Cloud. Examples of industry-oriented products are the Health in which an implementation for subsidiaries with a limited scope is required within an
Cloud and the Financial Services Cloud. international group. For this market segment, integration and consolidation are not as
relevant as for the above-mentioned global groups. Therefore, medium-sized service
Many companies rely on external service providers for the implementation and operational
providers that focus exclusively on Salesforce and agile implementations have a significant
support of Salesforce-based applications, since the detailed in-house knowledge required
market share. These providers are often referred to as "boutique providers".
for this is only partially available or only to a limited extent. The following facts are of
particular importance when choosing a suitable provider: The complexity of the underlying In this study, the two main categories of providers discussed above are largely associated
system landscape tends to increase significantly with the size of the company. Another with different quadrants (see the relevant description in the "Introduction" section below).
factor that increases complexity is when a global roll out is required within an international
Another important trend in the Salesforce ecosystem in recent years is ongoing
group. For this type of company, providers are, in most cases, the first choice who have
consolidation. This is mainly reflected in many acquisitions from boutique providers by
extensive know-how for system integration and who also operate on a global level i.e., the
the major system integrators. An important reason for this trend is the obvious fact that
1
© 2020 Information Services Group, Inc. All Rights Reserved.
ISG Provider Lens™ Quadrant Report | March
Juni 2018
2020 Executive Summary
the system integrators can achieve a rapid growth of resources with Salesforce expertise
and thus better meet the increasing demand for the respective services. In addition, this
way, the company's own methodological approaches can be expanded to include the agile
procedures that are characteristic of most boutique providers. However, it seems to be
a challenge to bring these two different corporate cultures together in one organization.
This is shown by the fact that in many cases the acquired companies still operate under
their own label and are not integrated into the organization of the respective parent
company.
A strong network of partnerships with independent software providers (ISV) within the
Salesforce ecosystem is of great importance for all providers, regardless of their position
as a system integrator or boutique. The main reason is that industry-specific requirements
or extended requirements with regard to certain functions such as Configure-Price-Quote
(CPQ) often go beyond the highly standardised range of functions of Salesforce products.
In order to avoid individual developments in these cases as far as possible, the products
of the ISVs are used. These solutions are typically offered as independent products with
separate licensing, which, of course, must be considered when evaluating the potential
costs associated with a Salesforce-based application. Salesforce operates a special
portal for these solutions called "AppExchange Store", which provides comprehensive
information about the ISVs and their products (usually referred to as "Apps"). Salesforce
ensures that the individual apps meet the basic requirements for software quality, such as
troubleshooting, maintenance cycles, compatibility with Salesforce products, etc.
2
© 2020 Information Services Group, Inc. All Rights Reserved.
ISG Provider Lens™ Quadrant Report | March 2020
Introduction
Introduction
Definition
Simplified illustration In the present study "Salesforce Ecosystem" different offers concerning the
Salesforce platform are examined.
Salesforce Ecosystem Partners 2020 First, providers are analysed who act as implementation partners for
Salesforce and who design, configure and implement solutions for
customers of this platform. This group differentiates between the following
Implementation & Implementation Services Implementation Services Managed Application
different types of providers: On the one hand, there are providers who,
Integration Services for Core Clouds for Marketing Cloud Services
in addition to their own products across all Salesforce products, can also
Source: ISG 2020 integrate Salesforce-based solutions into complex system landscapes. On
the other hand, providers are taken into account that largely specialise in
the implementation of pure Salesforce applications. A distinction is made
between the so-called core clouds (sales cloud, service cloud, commerce
cloud) and the marketing cloud.
3
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Introduction
Definition (cont.)
Scope of the Study
In addition, the study analyses providers who support their customers in the This study examines various offers concerning the Salesforce platform for the German-speaking
operation of the implemented Salesforce solutions with their services (Managed market. It covers four different market segments, in which the most important service providers
Application Services). registered in the Salesforce AppExchange portal and the most important Salesforce partners
are evaluated.
The ISG Provider Lens™ Quadrant Study offers the following to the IT decision-
makers: The "Implementation & Integration Services" quadrant analyses the providers of implementation
services for Salesforce applications and their integration with other important standard software
Differentiated positioning of the service provider according to the segments
solutions that are normally part of the complex system landscapes of large, globally operating
Transparency in the strengths and weaknesses of providers / service providers groups. These services include advice, configuration and implementation of the respective
applications for the customer, integration into the customer's system landscape, data migration
Differentiated positioning of the service provider according to the segments
and go-live support.
Our studies thus provide an essential basis for decisions regarding positioning
The "Implementation Services for Core Clouds" quadrant examines providers who largely
and go-to-market considerations. ISG advisors and corporate customers also use
specialise in Salesforce Sales, Service and Commerce Cloud and also focus primarily on an agile
information from these reports to evaluate their current and potential new
approach to implementation. An important aspect is advice on the redesign of processes using
provider relationships.
Salesforce applications. These providers are usually best suited for projects without a large
integration need, usually for medium-sized and small customers.
4
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Introduction
Definition (cont.)
The "Implementation Services for Marketing Cloud" quadrant examines providers Use cases
who have in-depth knowledge of the Salesforce Marketing Cloud and also focus
Unique selling points
primarily on an agile approach to implementation. In addition to general aspects,
in-depth knowledge of marketing-specific aspects such as the use of media and Economic stability
multi-channel approaches for the collection of information, the customer experience
Market position
and the optimisation of the digital customer journey are essential in this segment.
In this special marketing context, the need for integration into complex system The following additional criteria are applied in the three implementation quadrants:
landscapes is mostly limited. Pre-configured solutions, so-called accelerators, as well as basic solutions (templates)
The “Managed Application Services” quadrant refers to the ability of providers to Partnerships
offer so-called managed services for maintenance and support functions, including
The following three criteria are also relevant when evaluating the quadrant Managed
monitoring, remote support, centralised management of Salesforce applications,
Application Services:
ensuring data quality, management of data security and compliance-related aspects.
The following evaluation criteria apply to all the quadrants mentioned: Maturity level of the delivery model and the applied contract models
Technological competence Specific experience in supporting the Salesforce applications
Delivery capacity A sizeable customer base
5
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Introduction
Provider Classifications
The ISG Provider Lens™ quadrants were created using an evaluation matrix containing four segments, where the providers are positioned accordingly.
Leader Product Market Contender
Challenger Challenger
The “leaders” among the vendors/ The “product challengers” offer a “Market challengers” are also “Contenders” are still lacking mature
providers have a highly attractive product and service portfolio that very competitive, but there is still products and services or sufficient
product and service offering and a provides an above-average cover- significant portfolio potential and depth and breadth of their offering,
very strong market and competitive age of corporate requirements, but they clearly lag behind the “leaders.” while also showing some strengths
position; they fulfill all requirements are not able to provide the same Often, the market challengers and improvement potentials in their
for successful market cultivation. resources and strengths as the are established vendors that market cultivation efforts. These
They can be regarded as opinion leaders regarding the individual are somewhat slow to address vendors are often generalists or
leaders, providing strategic market cultivation categories. Often, new trends, due to their size and niche players.
impulses to the market. They also this is due to the respective vendor’s company structure, and have
ensure innovative strength size or their weak footprint within therefore still some potential to
and stability. the respective target segment. optimize their portfolio and increase
their attractiveness.
6
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Introduction
Provider Classifications (cont.)
Each ISG Provider Lens™ quadrant may include a service provider(s) who ISG believes has a strong potential to move into the leader’s quadrant.
Rising Star Not In
Rising stars are mostly product challengers with high future potential. This service provider or vendor was not included in this
When receiving the “rising stars” award, such companies have a promis- quadrant as ISG could not obtain enough information to
ing portfolio, including the required roadmap and an adequate focus on position them. This omission does not imply that the
key market trends and customer requirements. Also, the “rising stars” service provider or vendor does not provide this service.
has an excellent management and understanding of the local market.
This award is only given to vendors or service providers that have made
extreme progress towards their goals within the last 12 months and
are on a good way to reach the leader quadrant within the next 12-24
months, due to their above-average impact and innovative strength.
7
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Introduction
Salesforce Ecosystem Partners - Quadrant Provider Listing 1 of 3
Implementation and Integration Implementation Services Implementation Services for
Managed Application Services
Services for Core Clouds Marketing Cloud
4C Group 4 Not In 4 Product Challenger 4 Not In 4 Not In
Accenture 4 Leader 4 Not In 4 Not In 4 Leader
Appirio 4 Market Challenger 4 Leader 4 Leader 4 Leader
Aquiliiance 4 Not In 4 Contender 4 Contender 4 Not In
Arlanis Reply 4 Not In 4 Leader 4 Market Challenger 4 Market Challenger
Atos 4 Product Challenger 4 Not In 4 Not In 4 Product Challenger
Birlasoft 4 Product Challenger 4 Product Challenger 4 Not In 4 Product Challenger
Bluewolf 4 Product Challenger 4 Leader 4 Leader 4 Not In
Capgemini 4 Leader 4 Not In 4 Not In 4 Leader
CGI 4 Contender 4 Not In 4 Not In 4 Not In
Cloud Consulting Group 4 Not In 4 Contender 4 Contender 4 Not In
Cognizant 4 Leader 4 Not In 4 Not In 4 Leader
8
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Introduction
Salesforce Ecosystem Partners - Quadrant Provider Listing 2 of 3
Implementation and Integration Implementation Services Implementation Services for
Managed Application Services
Services for Core Clouds Marketing Cloud
Deloitte 4 Leader 4 Not In 4 Not In 4 Not In
Deutsche Telekom 4 Leader 4 Leader 4 Leader 4 Leader
ec4u 4 Not In 4 Rising Star 4 Product Challenger 4 Contender
Eigenherd 4 Not In 4 Contender 4 Not In 4 Not In
Empaua 4 Not In 4 Product Challenger 4 Product Challenger 4 Contender
Factory42 4 Not In 4 Leader 4 Leader 4 Product Challenger
Fujitsu 4 Market Challenger 4 Not In 4 Not In 4 Not In
HCL 4 Product Challenger 4 Not In 4 Not In 4 Leader
Hexaware 4 Product Challenger 4 Product Challenger 4 Not In 4 Not In
ilum:e informatik 4 Not In 4 Contender 4 Not In 4 Not In
Infosys 4 Leader 4 Not In 4 Not In 4 Leader
Isobar 4 Not In 4 Not In 4 Product Challenger 4 Not In
9
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Introduction
Salesforce Ecosystem Partners - Quadrant Provider Listing 3 of 3
Implementation and Integration Implementation Services Implementation Services for
Managed Application Services
Services for Core Clouds Marketing Cloud
Magnet360 4 Not In 4 Leader 4 Leader 4 Leader
Nagarro 4 Not In 4 Market Challenger 4 Market Challenger 4 Market Challenger
NTT DATA 4 Product Challenger 4 Not In 4 Not In 4 Product Challenger
Perficient 4 Not In 4 Not In 4 Not In 4 Not In
Persistent 4 Product Challenger 4 Leader 4 Leader 4 Leader
Polsource 4 Not In 4 Product Challenger 4 Product Challenger 4 Not In
PwC 4 Leader 4 Not In 4 Not In 4 Not In
Salesfive 4 Not In 4 Product Challenger 4 Contender 4 Not In
Sopra Steria 4 Contender 4 Not In 4 Not In 4 Contender
TCS 4 Leader 4 Not In 4 Not In 4 Leader
Tech Mahindra 4 Product Challenger 4 Not In 4 Not In 4 Product Challenger
10
© 2020 Information Services Group, Inc. All Rights Reserved.Salesforce Ecosystem Partners Quadrants
Salesforce Implementation and Integration Services
ISG Provider Lens™ Quadrant Report | March 2020
SALESFORCE IMPLEMENTATION AND
INTEGRATION SERVICES
Definition
This report is relevant to enterprises across all industries in Germany for In Germany, as in other regions, the complexity of an enterprise’s underlying application system landscape
evaluating providers of Salesforce implementation and integration services. tends to increase significantly with its size. Additional complexity comes into play with a global system
deployment. As a result, large enterprises often prefer providers that have strong integration capabilities
In this quadrant report, ISG lays out the current market positioning of
and are acting on a global scale by themselves. Most large enterprises have a mix of applications, including
Salesforce implementation and integration services providers in Germany and
Salesforce, SAP, Oracle, Microsoft, homegrown applications and others. This mix means that enterprises
how it addresses the key challenges faced by enterprises in the region. Over
need to investigate a service provider’s capabilities with other environments apart from Salesforce.
the past few years, Salesforce has augmented its product strategy to extend
beyond customer relationship management (CRM) applications to related Marketing and sales leaders should read this report to understand the relative positioning and
applications, development, integration and reporting. ISG sees a demand capabilities of service partners that can help them effectively implement Salesforce Marketing and Sales
among enterprises for Salesforce implementation and integration services clouds, Heroku and others, with the necessary integrations to related systems and analysis solutions.
that facilitate the adoption and consumption of Salesforce cloud solutions
Field services managers should read this report to understand how service providers implement and
and its peripheral tools.
expand the use of the Salesforce Service Cloud to better manage field service operations.
Some service providers also address non-Salesforce systems and services
IT and technology leaders should read this report to understand the relative positioning and capabilities
in enterprises, which need to be integrated into the Salesforce ecosystem.
of partners that can help them effectively consume services from Salesforce clouds, integrations and
Germany has more mid-size “super boutique” providers that implement
analysis solutions and gauge their technical capabilities with those in other markets.
Salesforce only in the region. There are significant differences in the local
Security and data professionals should read this report to understand how providers meet the
market presence such as the availability of German-language resources. Those
requirements of security and data protection rules in Germany for their Salesforce implementation and
with a higher nearshore capacity, usually from Eastern European countries,
integration practices and how they compare to one another.
have the advantage of operating with a global delivery model in Germany.
12
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020
Implementation & Integration Services
IMPLEMENTATION & INTEGRATION
SERVICES
Definition
The "Implementation and Integration Services" quadrant analyses the
providers of implementation services for Salesforce applications and
their integration with other important standard software solutions
that are normally part of the complex system landscapes of large,
globally operating groups. These services include advice, configuration
and implementation of the respective applications for the customer,
integration into the customer's system landscape, data migration and
go-live support.
13
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Implementation & Integration Services
IMPLEMENTATION & INTEGRATION
SERVICES
Evaluation Criteria Observations
The main criteria in the evaluation are as follows: As the coverage of integration and consolidation requirements is one of the key success
factors in this segment, system integrators are expected to have a significant position in this
Technological competence
market. On the whole, all leading providers in this segment have a broad knowledge of the
Delivery capacity entire Salesforce portfolio, including how to use the Salesforce development platform and
Use cases analysis functions (Einstein). Most providers also maintain a broad network of partnerships
with ISVs to meet requirements beyond Salesforce's standard capabilities with additional
Unique selling points
products from the Salesforce ecosystem. There are also significant differences in local
Economic stability market presence i.e., the local availability of German-speaking resources. Providers that
Market position have a significant share of near-shore capacity, usually from Eastern European countries,
have an advantage here in their global delivery model.
Pre-configured solutions, so-called accelerators, as well as basic
solutions (templates) The following providers have qualified as leaders in this segment: Accenture, Capgemini,
Cognizant, Deloitte, Deutsche Telekom, Infosys, Pricewaterhouse Coopers (PwC) and Tata
Partnerships
Consultancy Services (TCS).
14
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Implementation & Integration Services
IMPLEMENTATION & INTEGRATION
SERVICES
Observations (cont.)
Accenture has an outstanding position in the market, which is Cognizant has distinctive functional know-how as well as deep knowledge in various
reflected in a remarkable resource base on a global level, a wide industries with a special focus on healthcare. Cognizant has a long-standing partnership
and long experience and numerous predefined solutions. These with Salesforce, which is reflected, among other things, in the joint development of
solutions cover both technical aspects as well as support for project talents.
implementation and industry-specific features.
Deutsche Telekom combines agile methods with phase-oriented elements to form a
Capgemini has extensive experience with CRM in general and powerful process model. In addition, the company traditionally has a strong position in
Salesforce, in particular, and is also able to convincingly cover the German-speaking countries and is also the only provider in Europe with a full service
integration with other important software packages. The functional offering, including the reselling of Salesforce licenses.
know-how is supplemented by a deep knowledge of the indus-
Deloitte has an important Salesforce Practice, which also has a strong position in
try-specific requirements. The company offers a highly scalable
German-speaking countries. The portfolio offers numerous predefined solutions, both
and flexible delivery model that is particularly suitable for the large
functional and for various industry-specific applications.
customer segment.
15
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Implementation & Integration Services
IMPLEMENTATION & INTEGRATION
SERVICES
Observations (cont.)
As part of its strong global position, Infosys also has an important TCS has the necessary skills and knowledge as well as the capacities to implement
branch in Germany. In addition to providing a comprehensive Salesforce implementations especially for globally operating groups, which usually
development environment for Salesforce implementations, the require integration into a complex and often hybrid system landscape. In addition to the
portfolio offers a range of powerful industry solutions, particularly strong offshore component, the delivery model has a clear focus on strengthening the
for the automotive and healthcare sectors. near-shore and onshore presence in Europe.
PwC has a strong Salesforce portfolio with a special focus on linking
the design of business processes with the technology used for this
purpose. The company offers various industry-specific solutions,
with a focus on healthcare.
16
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Implementation & Integration Services
COGNIZANT
Overview Caution
Cognizant is a US-based, global provider of information technology services and has increasingly focussed on The onshore presence in the DACH region should be expanded, in order to further
the digital transformation of core business processes in recent years. The business unit focused on Salesforce increase the scalability of the regional service shares.
was founded more than 10 years ago and covers the entire chain of corresponding services from design to
The needs of medium-sized companies should be given greater consideration, for
implementation to operational support. Cognizant is a global strategic partner of Salesforce and has more
example, by providing suitable starter packages.
than 7,000 Salesforce consultants, of whom more than 4,500 have obtained relevant certifications.
Strengths
Salesforce specific methodology: Cognizant has developed a Salesforce-specific development and
implementation methodology called PureForce, which combines agile approaches with elements of the
phase-oriented approach and is, therefore, particularly suitable for the requirements of global companies with
complex application architectures. A key feature of this methodology is the definition of central integration
points at the start of a project and the gradual implementation of stable interfaces along these integration
points. The API platform Mulesoft is mostly used in doing so. This procedure is suitable for the integration of
on-premise applications as well as cloud-based applications (e.g., Workday).
Powerful pre-configured solutions: Cognizant has an extensive portfolio of pre-configured solutions. On
2020 ISG Provider Lens™ Leader
the one hand, these are functional development tools for increasing efficiency in projects, and on the other,
industry-specific packages. The latter includes the MedVantage package, which was developed specifically for
medical technology companies and covers case management (complaints, inquiries, service requirements, Cognizant is a powerful provider of salesforce
etc.). There are other industry solutions for banks and insurance companies, as well as for retailers and services with a specially developed methodology
companies in the consumer goods industry.
and numerous predefined solutions.
Focus on the DACH region in Europe: In addition to its traditionally strong position in the UK, Cognizant has
also recently focused more on the German-speaking region within Europe.
17
© 2020 Information Services Group, Inc. All Rights Reserved.Salesforce Implementation Services for Core Clouds
ISG Provider Lens™ Quadrant Report | March 2020
SALESFORCE IMPLEMENTATION
SERVICES FOR CORE CLOUDS
Definition
This report is relevant to small and medium-size enterprises across all their acquisitions to strengthen their positions in the market. Some of the service providers increasingly
industries in the German-speaking markets evaluating service providers for use nearshore resources with German language skills to optimize costs in projects in addition to offshore
Salesforce implementation services for core clouds. capacities.
In this quadrant report, ISG lays out the current market positioning of Marketing and sales leaders should read this report to understand the relative positioning and capabil-
Salesforce implementation services for core clouds providers in Germany, ities of service partners that can help them effectively implement Salesforce Sales and Commerce Cloud
with many extending their services throughout the DACH region. The report products. The report also highlights how service providers deliver industry-specific solutions.
assesses providers that specialize in Salesforce Sales, Service and Commerce
Field services managers should read this report to understand how service providers implement and
Cloud offerings. These providers adopt an agile approach for implementation,
expand the uses of the Salesforce Service Cloud to better manage field service operations.
helping enterprises redesign processes and then enable those processes with
IT and technology leaders should read this report to understand the relative positioning and capabilities
Salesforce applications. Unlike large enterprises, small and medium-sized
of partners that can help them effectively consume services from Salesforce Sales, Service and Commerce
enterprises seek Salesforce implementation services for core clouds that help
Cloud products and how the providers’ technical capabilities and development methodologies compare
them with projects without substantial integration needs.
with the rest of the market.
The significant increase in Salesforce implementation services for core clouds
Security and data professionals should read this report to understand how the providers address
drives the growth of most service providers in this segment. ISG research
the requirement of GDPR security and data protection rules for their Salesforce implementation and
points to an ongoing consolidation of the medium-sized providers that are
integration practices. The report also highlights the providers’ focus on data quality and how they compare
acquired by large system integrators which use the established brands of
to one another.
18
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020
IMPLEMENTATION SERVICES Implementation Services for Core Clouds
FOR CORE CLOUDS
Definition
The "Implementation Services for Core Clouds" quadrant examines pro-
viders who largely specialise in Salesforce Sales, Service and Commerce
Cloud and also focus primarily on an agile approach to implementation.
An important aspect is advice on the redesign of processes using
Salesforce applications. These providers are usually best suited for
projects without a large integration need, usually for medium-sized and
small customers.
19
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Implementation Services for Core Clouds
IMPLEMENTATION SERVICES
FOR CORE CLOUDS
Evaluation Criteria Observations
The main criteria in the evaluation are as follows: The common use case in this segment is the implementation of multiple Salesforce clouds, with a
focus on agile methods.
Technological competence
The overwhelming impression is that many providers occupy a slightly stronger position in
Delivery capacity
the sales cloud than in other product segments. In addition to the basic CRM functionality, the
Use cases focus is on individual functions such as CPQ (Configure-Price-Quote) as well as customer and
Unique selling points opportunity management.
Economic stability Another area with usually deep expertise on the part of the providers is the service cloud, in
which the implementations cover two main functionalities. On the one hand, there are functions
Market position
that relate to the associated customer service as part of the sales process. Examples of this are
Pre-configured solutions, so-called accelerators and basic solutions contact centre functions, customer portals etc. These functions are normally not to be viewed in
(templates) isolation but are used in combination with sales functions such as CPQ (see above), opportunity
Partnerships management and others. Most of the Service Cloud implementations fall into this category. On
the other hand, there are a number of use cases that primarily require functions to support
20
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Implementation Services for Core Clouds
IMPLEMENTATION SERVICES
FOR CORE CLOUDS
Observations (cont.)
the sales force. These functions can refer to product definitions and The following providers have qualified as leaders in this segment: Appirio (a Wipro company),
specifications for repair services, for example, or to supply of spare parts Arlanis (a reply company), Bluewolf (an IBM company), Deutsche Telekom, Factory42, Magnet360
for maintenance work. Such projects usually also require mobile solutions (a Mindtree company), Persistent Systems. The company ec4u has also qualified for the status of a
to ensure continuous service, regardless of the place of work. rising star in this segment.
Furthermore, areas such as the development of independent solutions Appirio has deep Salesforce know-how and offers numerous preconfigured solutions that
based on the Salesforce platform and the use of Salesforce Einstein for are managed and made available to customers in a solution library specially created for this
analytics applications should be mentioned. purpose. In its market position, the company benefits significantly from the strong position of
the parent company Wipro in the German market.
Another noticeable trend is ongoing consolidation, in which medium-
sized providers are usually acquired by the large system integrators. Arlanis has extensive experience with multi-cloud implementations and has a special focus
Some of the companies acquired through such transactions continue on all functions related to the end customer experience. The project methodology used also
to operate as separate companies in the market for at least a few qualifies Arlanis as a competent implementation partner.
years. There is an impression that integration into the respective parent
Bluewolf can point to a long and successful market presence in German-speaking countries.
company is not the highest priority or, in some cases, may not even be
The company offers a wide range of predefined solutions, standardised entry-level packages for
intended. Instead, the system integrators want to use established brands
the rapid implementation of Salesforce, and extensive industry expertise.
to strengthen their position in the market.
21
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Implementation Services for Core Clouds
IMPLEMENTATION SERVICES
FOR CORE CLOUDS
Observations (cont.)
Deutsche Telekom has a strong focus on the medium-sized customer Persistent Systems has a unique selling point with its primarily data-oriented approach.
segment and offers them a particularly comprehensive portfolio of Another focus is the use of Salesforce as a central integration platform in the respective
design and implementation services, combined with a full service offering customer company. The company also has a wide range of predefined solutions. In recent times,
including the required Salesforce licenses via reselling. it has strengthened significantly through the takeover of the established providers Parx and
Youperience.
Factory42 is a particularly suitable partner for medium-sized customers,
who has specific know-how for the use of CRM for media companies as The ec4u portfolio has a clear focus on all aspects of customer relationship management. It also
well as for medium-sized manufacturers and service companies active in offers extensive industry knowledge and a high level of competence in analytics functionalities
project business. The company also offers a convincing range of training based on Salesforce.
courses for project employees and users of the respective customer.
The Magnet360 range combines high methodological competence with
a comprehensive range of predefined solutions, especially for a number
of industries. In its market position, the company benefits from the
association with the parent company Mindtree.
22
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020
Salesforce Implementation Services for Marketing Cloud
SALESFORCE IMPLEMENTATION
SERVICES FOR MARKETING CLOUD
Definition
This report is relevant to small and medium-sized enterprises across means that service providers rely on development more than component libraries to help deliver
all industries in Germany and evaluates service providers of Salesforce Marketing Cloud implementations. Also, since marketing functions involve many enterprise customer and
Implementation Services for Marketing Cloud. prospect transactions, a provider’s automation capabilities are important.
In this quadrant report, ISG defines the current market positions of providers Marketing leaders should read this report to understand the relative positioning and capabilities of
of Salesforce Implementation Services for Marketing Cloud in Germany, service partners that can help them to implement Salesforce Marketing Cloud products effectively. It also
and how they address key enterprise challenges in the country. These highlights the marketing expertise of various service providers, including their digital experience and
providers focus on helping enterprise clients deliver direct personalized accelerators.
customer engagement and on increasing revenue through one-on-one
IT and technology leaders should read this report to understand the relative positioning and capabilities
communications, at scale, and across multiple channels. Marketing Cloud
of partners that can help them effectively adopt Salesforce Marketing Cloud product services. It would also
is often the starting point for Salesforce, and ISG sees enterprises seeking
enable them to compare the technical capabilities, automation depth and development methodologies of
Salesforce implementation services typically, are without sophisticated real-
the providers.
time integration needs.
In Germany, the focus of Salesforce Implementation Services for Marketing
Cloud is about enhancing customer experience. ISG research shows more
custom solutions than the ones with reusable components. This preference
23
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020
Implementation Services for Marketing Cloud
IMPLEMENTATION SERVICES FOR
MARKETING CLOUD
Definition
The "Implementation Services for Marketing Cloud" quadrant examines
providers who have in-depth knowledge of the Salesforce Marketing
Cloud and also focus primarily on an agile approach to implementation.
In addition to general aspects, in-depth knowledge of marketing-specific
aspects such as the use of media and multi-channel approaches for the
collection of information, the customer experience and the optimisa-
tion of the digital customer journey are essential in this segment. In this
special marketing context, the need for integration into complex system
landscapes is mostly limited.
24
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Implementation Services for Marketing Cloud
IMPLEMENTATION SERVICES FOR
MARKETING CLOUD
Evaluation Criteria Observations
The main criteria in the evaluation are as follows: The implementation services relating to the Salesforce Marketing Cloud form an inde-
pendent segment within the Salesforce ecosystem, because they are mostly aimed at the
Technological competence
marketing area and thus at an often quite independent area at the customer.
Delivery capacity
Departments responsible for corporate marketing focus particularly on the customer
Use cases experience and often have strong media literacy. In addition, the respective business
Unique selling points processes generally do not have many integration points with the rest of the system
landscape within a company. Therefore, tailor-made solutions play a more important
Economic stability
role in this segment instead of reusable ones. As a result, providers' solution libraries are
Market position often less extensive, and the solutions available typically need to be more customised
Pre-configured solutions, so-called accelerators, as well as basic and cannot be used immediately.
solutions (templates) Another key feature of this segment is the strong need for automation solutions, since
Partnerships the number of interactions with the respective end customer is usually very high. This is
why most of the leading providers in this segment have powerful automation solutions.
25
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Implementation Services for Marketing Cloud
IMPLEMENTATION SERVICES FOR
MARKETING CLOUD
Observations (cont.)
Furthermore, there are several providers of Salesforce-based Bluewolf has particularly extensive expertise in implementing the Marketing Cloud, and
solutions in this segment that do not originate in the IT area Instead, the company has quite extensive certifications from Salesforce for this area.
they come from the marketing department themselves and act as
Deutsche Telekom focusses strongly on the medium-sized customer segment and
marketing agencies, so the Salesforce implementation complements
offers them a particularly comprehensive portfolio of design and implementation
their general portfolio.
services. As a company with a strong foothold in the field of multimedia solutions,
The following providers have qualified as leaders in this segment: Deutsche Telekom is particularly qualified in the area of the marketing cloud.
Appirio (a Wipro company), Bluewolf (an IBM company), Deutsche
Factory42 can point to particularly extensive expertise in the use of CRM in media
Telekom, Factory42, and Magnet360 (a Mindtree company).
companies. The company also has numerous Salesforce-certified resources in this area.
Appirio has deep Salesforce know-how also for the Marketing Cloud.
Magnet360 has a particularly powerful pre-configured solution package for the design of
In its market position, the company benefits significantly from the
the customer experience and can also benefit from the presence of the parent company
strong position of the parent company Wipro in the German market.
Mindtree in the market position.
26
© 2020 Information Services Group, Inc. All Rights Reserved.Salesforce Managed Application Services
ISG Provider Lens™ Quadrant Report | March 2020
SALESFORCE MANAGED APPLICATION
SERVICES
Definition
This report is relevant to enterprises across all industries in Germany and of soliciting the services of any qualified mid-sized services provider. All service providers must aim for high
evaluates service providers of Salesforce Managed Application Services. user satisfaction to sustain or encourage the use of Salesforce applications and justify the investments on
In this quadrant report, ISG defines the current market positions of providers Salesforce managed services.
of Salesforce managed application services for providers in Germany. Marketing, sales, and field services leaders should read this report to understand the relative positioning
Traditional managed services primarily include outsourcing activities such and capabilities of service partners that can help them implement Salesforce managed application services
as onsite or remote support, or application monitoring. This study covers effectively. The report also highlights the advanced managed service capabilities of service providers, including
providers offering additional services, including administration assistance, administration assistance, development and use of accelerators, Salesforce Lightning services, proactive
accelerators for development and utilization, development services, proactive monitoring and advisory services.
monitoring and advisory services. IT and technology leaders should read this report to understand the relative positioning and capabilities
The service providers in Germany support large, medium, and small of service providers for managed services. The report also compares the providers in terms of technical
enterprises that run Salesforce applications. ISG notes that proximity to the capabilities in areas such as remote and onsite monitoring, technology accelerators, incident response,
enterprise workforce is an important factor determining the strong market automation, and development methodologies.
position of providers, since several aspects of the managed application Security and data professionals should read this report to understand how the providers comply with the
services, such as user training and resolution of issues by workaround, data privacy requirements in the country such as the General Data Protection Regulation (GDPR) and security
require direct and immediate interaction with the user. Large enterprises constraints in their Salesforce managed application services practices.
headquartered in Germany, with global operations, can leverage the global
Procurement professionals should read this report to understand how the providers differ in their approach
providers for deployments in the country and for deployments in other parts
to Salesforce managed application services in Germany. The report also covers differences in provider
of the world. Enterprises seeking onshore managed services have the option
experience in terms of support for Salesforce applications, nature of customer base and industry relations.
27
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020
Managed Application Services
MANAGED APPLICATION
SERVICES
Definition
The “Managed Application Services” quadrant refers to the ability of
providers to offer so-called managed services for maintenance and
support functions, including monitoring, remote support, centralized
management of Salesforce applications, ensuring data quality,
management of data security and compliance- related aspects.
28
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Managed Application Services
MANAGED APPLICATION
SERVICES
Evaluation Criteria Observations
Technological competence Managed application services have also become an important part of provider portfolios in the
area of cloud-based applications, since companies concentrate their own resources and their
Delivery capacity
in-depth knowledge of the company's processes primarily on the projects (the change business)
Use cases instead of supporting the current ones (the running business). Therefore, they often rely on service
Unique selling points providers to take over this part.
Economic stability Operational stability and incident management, which are, among other things, part of the
Managed Application Services, usually do not only have to consider the respective application,
Market position
but also the connection to other systems. This usually requires additional knowledge of the
Maturity level of the delivery model and the applied contract models connected systems, which gives major system integrators a competitive advantage in this
Specific experience in supporting the Salesforce apps segment over providers, who focus primarily or even exclusively on Salesforce. Another
important feature for managed application services is the high priority that customers attach
A sizeable customer base
29
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Managed Application Services
MANAGED APPLICATION
SERVICES
Observations (cont.)
to the cost level of managed services. For this reason, the current global The following providers have qualified as leaders in this segment: Accenture, Appirio (a Wipro
delivery models of system integrators offer them another advantage. company), Capgemini, Cognizant, Deutsche Telekom, HCL, Infosys, Magnet360 (a Mindtree
As a result, most of the leading providers in this segment belong to company), Persistent and Tata Consultancy Services (TCS).
this category, although medium-sized providers with primarily onshore
In this segment, Accenture benefits from its exceptionally large resource base combined with a
service provision also offer qualified managed services.
powerful global delivery model. In addition, the broad functional and industry know-how gives
However, proximity to the customer remains an important factor for the company convincing skills to provide managed services in the context of the complex system
a strong market position, since various aspects of managed services, landscapes of globally operating companies.
such as user training or problem solving through workarounds, require
Appirio offers a variety of powerful tools to support application management. In combination
interaction with the respective user. The leading companies usually have
with the differentiated and very flexible support model Thrive, the company qualifies as a highly
a significant local presence.
competent provider of managed application services.
Another critical success factor for the provision of managed services as
With its powerful standard solution for application management called ADMNext, Capgemini
cost-effectively as possible is the ability to automate repetitive functions
has a convincing basis for the provision of managed application services in this segment. This
such as monitoring, user support and performance optimisation.
is supplemented by various process-related services, which are offered in the form of Business
Process-as-a-Service (BPaaS).
30
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Managed Application Services
MANAGED APPLICATION
SERVICES
Observations (cont.)
Cognizant can look back on many years of cooperation with Salesforce With a comprehensive suite of tools to support application management and a powerful global
in the provision of managed services for the respective end customers. delivery model, Infosys offers a compelling portfolio of managed services for Salesforce that
The portfolio also includes a variety of powerful application management meets the needs of global customers very well.
tools, with which Cognizant can provide an extremely efficient operational
Magnet360 offers a balanced delivery model in combination with the strong emphasis on
support.
suitable governance structures and the importance of data quality. Both aspects contribute to
Deutsche Telekom is currently the only company in Europe to offer the qualification of the provider.
the reselling of Salesforce licenses with project implementation and
In addition to a high-performance delivery model with significant near-shore and offshore
subsequent operation as a combined full-service offering. The company
presence, TCS attaches great importance to customer proximity and continuously increases
also has its own Salesforce-related training academy.
its onshore presence for this purpose. The company has a broad portfolio of application
HCL offers a comprehensive set of highly scalable and flexible services, management tools as well as numerous automation solutions that enable the extremely
especially in the Salesforce area, which are supported by an equally cost-effective provision of managed services.
scalable agile methodology. Also noteworthy is the strong focus on data
quality as a reliable basis for efficient system operation.
31
© 2020 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | March 2020 Managed Application Services
COGNIZANT
Overview Caution
Cognizant is a US-based, global provider of information technology services and has increasingly focussed on The onshore presence in the DACH region should be expanded, in order to further
the digital transformation of core business processes in recent years. The business unit focused on Salesforce increase the scalability of the regional service shares.
was founded more than 10 years ago and covers the entire chain of corresponding services from design to
implementation to operational support. Cognizant is a global strategic partner of Salesforce and has more than
7,000 Salesforce consultants, of whom more than 4,500 have obtained relevant certifications.
Strengths
Global delivery model: The company operates delivery centres in a number of countries, covering both
onshore, near-shore and offshore service delivery. The model enables high scalability with simultaneous cost
optimisation for the operational support of complex system landscapes including Salesforce instances.
Partnership with Salesforce: Cognizant has a strong partnership with Salesforce that goes beyond its status
as an implementation partner. Cognizant is also a partner for business process outsourcing of Salesforce-based
business processes.
2020 ISG Provider Lens™ Leader
Powerful support tools: Cognizant has a number of self-developed powerful tools that have been specifically
designed and implemented for the purpose of operational support. For example, there is a solution for the
automation of the configuration and the creation of associated test cases during the implementation of Cognizant is a powerful provider of managed
upgrades, as well as solutions for version management, for validation and for restoration during ongoing application services for Salesforce-based applications
operation.
with a specially developed methodology and
Focus on the DACH region in Europe: In addition to its traditionally strong position in the UK, Cognizant has numerous tools developed for this purpose.
also recently focussed more on the German-speaking region within Europe.
32
© 2020 Information Services Group, Inc. All Rights Reserved.You can also read
