HfS Blueprint Report. Salesforce Services 2015 Report for NTT Data. October 2015

Transcription

1 Thriving In The As-a-Service Economy HfS Blueprint Report Salesforce Services 2015 Report for NTT Data October 2015 Khalda De Souza Principal Analyst, Services Strategies Charles Sutherland Chief Research Officer

2 Table of Contents TOPIC PAGE Executive Summary 2 Research Methodology 12 Salesforce Services In The As-a-Service Economy 17 Service Provider Grid 20 Service Provider Profiles 24 Market Wrap-Up and Recommendations 39 About the Authors 45 Proprietary Page 1

3 Executive Summary

4 Introduction to the HfS Blueprint Report: Salesforce Services 2015 The 2015 HfS Salesforce Services Blueprint Report continues our theme of looking at the services sets around the planning, implementation, management and operations of leading Software-As-a-Service platforms. Unlike other quadrants and matrices, the HfS Blueprint identifies relevant differentials between service providers across a number of facets under two main categories: innovation and execution. HfS Blueprint Report ratings are dependent on a broad range of stakeholders with specific weightings based on 1,109 stakeholder interviews from the 2014 State of Outsourcing Survey that covered: Enterprise Service Buyers Service Providers Industry Influencers (sourcing advisors and management consultants) HfS Sourcing Executive Council Members HfS Research Analysts Proprietary Page 3

5 Salesforce Technologies Supported By Services HfS has defined the services set for this Blueprint to be built around all of the Salesforce technologies within the Customer Success Platform, including: Sales Cloud Service Cloud Marketing Cloud Salesforce 1 platform Wave Analytics Community Cloud App Cloud IoT Cloud platform: announced at Dreamforce 2015 The Customer Success Platform is Salesforce s complete CRM offering and represents the software provider s move away from individual products to an integrated end-to-end CRM offering for clients The vast majority of the client references discussions that were conducted for this Blueprint were based on services in support of the Sales, Service Clouds as well as Wave Analytics. The Marketing Cloud, Community Cloud and IoT Cloud will likely feature much more significantly in the next update to this Blueprint. Proprietary Page 4

6 Salesforce Services Market Growth Drivers Salesforce is one of the most established SaaS technologies in the market today. It remains a growth market with continued service opportunities driven by the current inter-linked focus of Salesforce, enterprises and Salesforce service providers. Enterprise focus on CRM: The increasingly competitive landscape across industry sectors, is forcing enterprises to refocus on CRM initiatives to identity, understand, and better serve their clients. Many enterprises who implemented at least one Salesforce technology several years ago are now revisiting their CRM strategy to ensure that they are receiving the maximum business benefits from their Salesforce investments. Salesforce focus on Platforms: Salesforce is increasingly focused on the platform sell with its Customer Success platform, encouraging clients to adopt an end-toend view of their CRM environment. Service providers focus on Digital: Service providers, especially large, global providers are focusing investment and marketing efforts on delivering Digital services to clients. CRM, including Salesforce initiatives, are often at the heart of Digital services, and for many service providers they are in the same organizational business unit. Proprietary Page 5

7 Salesforce Service Partner Ecosystem Huge partner ecosystem: As one of the earliest and most established SaaS products in the market, Salesforce has a vast consultant partner ecosystem. It consists of a mix of service providers that are either global, regional/in-country or Salesforce focused. This makes it a competitive space for service providers and a complicated provider selection exercise for clients. Salesforce Appexchange web site resource: This site provides information on Salesforce applications, tools and consultant partners, with top level profiles, statistics and client reviews available for the latter. While it is worth noting that the statistical information is not always upto-date on the site, it remains the key resource to find information on all the service partners in one place. This is a perfect first point of call for enterprises to find a suitable partner. For this reason, the partners must update Salesforce regularly to ensure the accuracy of the information presented. CSAT scores conducted and shared by Salesforce: Salesforce conducts customer satisfaction surveys of its service partners and shares the scores on the appexchange web site. This is one of the most useful criterion for clients to help drive differentiation between the service partners. Salesforce Success Community: An online resource of information, where clients can also collaborate and post questions to experts. This is a valuable tool for clients to get additional support and advice on their Salesforce deployments. Proprietary Page 6

8 Salesforce Certifications Are Important To This Market Partner Levels Solution Architect Global Strategic Platinum Gold Silver Registered Fullforce Master Certification* Fullforce Industry Solution Certification** Technical Architect*** Domain Architect Domain Specialist * Mastery of specific Salesforce product ** Best-of-breed industry solutions *** The highest level with a very demanding examination process. At Dreamforce 15 Salesforce announced plans to now allow for product and capability specific version of the Technical Architect approvals which should result in a significant increase in certifications in the coming year. Proprietary Page 7

9 HfS Salesforce Services Value Chain PLAN IMPLEMENT MANAGE OPERATE OPTIMIZE Business case development for SaaS deployment Cloud advisory services, including cloud readiness assessment Compliance and risk assessment Security implications CRM strategy Salesforce process design and configuration support Change management Governance model/ structure Project management Business process execution Data migration Custom development services to comply with industry, geography or other business requirements Integration services Extensions, tools or custom development to fill functional gaps of Salesforce Testing Initial user training Change management execution Initial implementation hand-off plans Governance management Upgrade support Salesforce help desk On-going integration On-going testing On-going training Salesforce uptime, data accuracy, and access interface responsibility On-going employee adoption support Just in time usability content/aides Periodic solution and service delivery reviews Identify any required changes in Salesforce or process to account for changing business requirements: M&A, divestment, new investments in IT Business process outsourcing (BPO), e.g. CRM BPO, Marketing BPO New Salesforce module value identification and benefit analysis On-going Salesforce module adds/upgrades, migrations, and consolidation On-going CRM strategy and system alignment CRM analytics and measurement Best practice content curation User community facilitation Proprietary Page 8

10 Key Highlights State of the Salesforce Services Market - Services Plan: Opportunities to offer general SaaS readiness services as well as Salesforce specific consulting services. It is paramount to be able to link technical advice and client business objectives, with a holistic view of CRM Percentage of Employees Engaged Across Different Types of Services* Implement: Implementation services remain the biggest chunk of the Salesforce service market Optimize, 11% Plan, 16% Manage and Optimize: Management services demand is growing as enterprises recognize the need for ongoing support services. Proactivity is key here helping clients to understand new releases and ensuring they remain consistent with dynamic business objectives Operate: Only service providers with BPO skills in general have some Salesforce BPO business, but this remains a small market today. Operate, 12% Manage, 16% Implement, 45% * Aggregate responses of service providers in this Blueprint Proprietary Page 9

11 Key Highlights State of the Salesforce Services Market Technologies Majority of business in Sales Cloud implementation services: For many service providers this remains the bulk of their Salesforce service business. There are still many green-field opportunities in the market and enterprises often implement Sales Cloud as the first step on their Salesforce journey. For the service providers in this Blueprint, an average of 50% of employees are working in Sales Cloud engagements with clients. Service Cloud implementations second largest business: Service Cloud implementations represent the second largest business segment for most service providers. Interest in Marketing Cloud but fewer capabilities in the market. Clients are increasingly interested in Marketing Cloud but there are fewer service providers with the experience of large-scale implementations at this level, as many are still building out these practices, including establishing the relevant partnerships to deliver the solution to clients. Platform development is rife: Salesforce s increasing focus on the platform has led to a flurry of customised development work on the platform by service providers. This includes industry-specific proprietary solution development that drives differentiation between service partners. For the service providers in this Blueprint, an average of just under one third of employees are working with clients to develop platform solutions. Proprietary Page 10

12 Research Methodology

13 Research Methodology Data Summary The data for this Blueprint was collected in Q2 and Q3 2015, covering services buyers, service providers, and advisors/influencers of Salesforce services. This report was concluded prior to the closure of the acqisition of Cloud Sherpas by Accenture and so they are reviewed independently. This Report Is Based On: Tales from the Trenches: Interviews were conducted with buyers who have evaluated service providers and experienced their services. Some were supplied by service providers, but many interviews were conducted by HfS Executive Council members and participants in our extensive market research. Sell-Side Executive Briefings: Structured discussions with service providers were intended to collect data necessary to evaluate their innovation, execution and market share, and deal counts. HfS State of Outsourcing Survey: The industry s largest quantitative survey, conducted with the support of KPMG, covering the views, intentions, and dynamics of 1,100+ buyers, providers, and influencers of outsourcing. Publicly Available Information: Financial data, website information, presentations given by senior executives, and other marketing collateral were evaluated. Participating Service Providers Additional Mini Profiles Proprietary Page 12

14 Key Factors Driving the HfS Blueprint Two major factors: EVALUATION CRITERIA Execution represents service providers ability to deliver services. It includes: Solutions in the Real World Quality of Customer Relationships Market Share Innovation represents service providers ability to improve services. It includes: Concrete Plans to Deliver Value Beyond Cost Experience Delivering Industry- Specific Solutions Partnership Strategy Investment in Proprietary Technologies CRITERIA WEIGHTING Criteria are weighed by crowdsourcing weightings from the four groups that matter most: Enterprise Buyers [$5B+] (20%) Buyers (20%) Service Providers (30%) HfS Research Analysts Team (20%) Advisors, Consultants, and Industry Stakeholders (10%) Weightings from this report come from HfS s July 2014 State of Outsourcing Study Proprietary Page 13

15 HfS Blueprint Scoring Percentage Breakdown EXECUTION 52.69% Quality of Customer Relationships 22.70% Quality of Account Management Team 11.30% How Service Providers Engage Clients and Develop Communities Around Salesforce 4.66% How Service Providers Incorporate Client Feedback 6.74% Real-World Delivery Solutions 26.47% Actual Delivery of Services for Each Sub-Process 10.80% Plan 2.16% Implement 2.16% Manage 2.16% Operate 2.16% Optimize 2.16% Scale of Design, Implementation and Management Capabilities 6.18% Usefulness of Services to Specific Client Needs of All Sizes 9.49% Flexibility to Deliver End-to-End Solutions and Point Solutions 4.20% Experience Delivering Industry-Specific Solutions 5.29% Flexible Pricing Models to Meet Client Needs 3.52% INNOVATION 47.31% Vision for Value Delivery 13.10% Concrete Plans to Deliver Value Beyond Cost 4.17% Partnership Strategy 8.93% Vision for Salesforce Effectiveness in Clients 16.86% Ability to Leverage Value Drivers 17.35% Integration of Third Party Capabilities Into Salesforce Solutions 8.58% Investment in Proprietary Tools, Accelerators and Solutions 8.77% TOTAL % Proprietary Page 14

16 Blueprint Scoring Definitions: Execution EXECUTION Quality of Customer Relationships Quality of Account Management Team How Service Providers Engage Clients and Develop Communities Around Salesforce How Service Providers Incorporate Client Feedback Real-World Delivery Solutions Actual Delivery of Services for Each Sub- Process How well does the provider execute on its contractual agreement and how well does the provider manage the client/provider relationship? How engaged are providers in managing the client relationship based on the following metrics: quality of account management, service provider / client engagement, and incorporation of feedback? What is the quality level of professional skills in the account management team? How well does the service provider engage clients and develop client communities around Salesforce? How have service providers taken feedback and incorporated that feedback into their services? Does the solution provided compare favorably to the service agreed upon when taking into account delivery of services for each sub-process and geographic footprint and scale? Taking into account each sub-process and the entire macro process, does each sub-process sum to successful delivery of the service being provided? Scale of Plan, Implement, Management Capabilities Usefulness of Services to Specific Client Needs of All Sizes Flexibility to Deliver End-to-End Solutions and Point Solutions Experience Delivering Industry-Specific Solutions Flexible Pricing Models to Meet Customer Needs Does the service provider have scale in Planning, Implementation and Management Capabilities around Salesforce including the availability of certifications at all levels? How flexible and experienced are providers when tailoring solutions based on client size, location, and type of solution (end-to-end and single point)? How flexible are providers with delivering multi-process end-to-end solutions versus single point solutions? How well does the provider deliver industry based solutions including Fullforce (for example, depth in verticals such as insurance, retail) How flexible are providers when determining the pricing of contracts? Are they willing to make investments into the client s firm for long-term growth? Proprietary Page 15

17 Blueprint Scoring Definitions: Innovation INNOVATION Innovation is the combination of improving both services and business outcomes. Vision for Value Delivery The strategy for delivery of services to each part of the value chain of processes. Concrete Plans to Deliver Value Beyond Cost What are the plans of the service provider to deliver value beyond cost savings alone? Partnership Strategy Vision for Salesforce Effectiveness in Clients How does the service provider integrate with other parties in the Salesforce ecosystem (including Salesforce itself) to deliver value for clients? What is the vision of the service provider for the evolution of its Salesforce services offering and how will it contribute over time to client effectiveness and value creation? Ability to Leverage Value Drivers How well have providers integrated value drivers into their services? Examples include third party solutions, internal investments and more? Integration of Third Party Capabilities into Salesforce Solutions Investment in Proprietary Tools, Accelerators and Solutions How well does the provider leverage new technologies / enhancements, mobility functionality, and cloud capabilities into their solutions? What is the provider doing to invest in proprietary capabilities, tools, accelerators and other solutions to enhance the value of Salesforce for clients? Proprietary Page 16

18 Salesforce Services In The As-a-Service Economy

19 Salesforce Services are Based on Realizing the Eight Ideals of the Asa-Service Economy LEGACY OUTSOURCING Simplification AS-A-SERVICE ECONOMY Legacy technology investments which limit agility and create masses of exceptions addressed through adding internal and external FTEs Resolving problems by looking first at the process as the source of the solution Focusing governance staff on managing to the letter of the contract and the decimal points of service levels Evaluating relationships on baselines of cost, effort, and labor Operating fragmented processes across multiple technologies with significant manual interventions Performing ad-hoc analysis on unstructured data with little integration or business context Responding with post-event fixes. Little focus on end-to-end process value chains. Undertaking complex, painful technology transitions to reach steady state 1. Write off Legacy 2. Design Thinking 3. Brokers of Capability 4. Collaborative Engagement 5. Intelligent Automation 6. Actionable & Accessible Data 7. Holistic Security 8. Plug & Play Digital Business Services Using platform based solutions, DevOps, and API ecosystems for more agile, less exception oriented systems Understanding the business context to reimagine processes aligned with meeting client needs Orienting governance to source expertise from all available sources, both internally and externally, to address capability gaps Ensuring relationships are contracted to drive sustained expertise and defined outcomes Using of automation and cognitive computing to blend analytics, talent, and technology Applying analytics models, techniques and insights from big data, real-time Proactively managing digital data across service chain of people, systems & processes Plugging into ready to go business-outcome focused, people / process / technology solutions with security measures Proprietary Page 18

20 Salesforce Services Incorporate the Ideals of the As-a-Service Economy IDEAL AS-A-SERVICE IDEAL DEFINITION NON EXISTENT INITIAL EXPANSIVE EXTENSIVE ALL PERVASIVE Write Off Legacy Using platform based solutions, DevOps, and API ecosystems for more agile, less exception oriented systems 2015 Design Thinking Brokers of Capability Understanding the business context to reimagine processes aligned with meeting client needs 2015 Orienting governance to source expertise from all available sources, both internally and externally, to address capability gaps 2015 Collaborative Engagement Ensuring relationships are contracted to drive sustained expertise and defined outcomes 2015 Intelligent Automation Using of automation and cognitive computing to blend analytics, talent, and technology 2015 Accessible & Actionable Data Applying analytics models, techniques and insights from big data, real-time 2015 Holistic Security Proactively managing digital data across service chain of people, systems & processes 2015 Plug and Play Digital Business Services Plugging into ready to go business-outcome focused, people / process / technology solutions with security measures 2015 Proprietary Page 19

21 Service Provider Grid

22 Winner s Circle and High Performers Methodology To distinguish providers that have gone above and beyond within a particular line of delivery, HfS awards these providers a Winner s Circle or High Performer designation. The below provides a brief description of the general characteristics of each designation: WINNER'S CIRCLE: Organizations that demonstrate excellence in both execution and innovation. From an execution perspective, providers have developed strong relationships with clients, execute services beyond the scope of hitting green lights, and are highly flexible when meeting clients needs. From an innovation perspective, providers have a strong vision, concrete plans to invest in future capabilities, a healthy cross-section of vertical capabilities, and have illustrated a strong ability to leverage external drivers to increase value for their clients. HIGH PERFORMERS: Organizations that demonstrate strong capabilities in both execution and innovation but are lacking in an innovative vision or execution against their vision. From an execution perspective, providers execute some of the following areas with excellence, but not all areas: high performers have developed worthwhile relationships with clients, execute their services and hit all of the green lights, and are very flexible when meeting clients needs. From an innovation perspective, providers typically execute some of the following areas with excellence, but not all areas: have a vision and demonstrated plans to invest in future capabilities, have experience delivering services over multiple vertical capabilities, and have illustrated a good ability to leverage external drivers to increase value for their clients. Proprietary Page 21

23 INNOVATION Salesforce Services Service Provider Matrix 2015 High Performers CSC Winner s Circle Accenture Deloitte Capgemini Bluewolf Cognizant PwC NTT DATA Cloud Sherpas Wipro IBM Tech Mahindra Dell Services EXECUTION Proprietary Page 22

24 Major Service Provider Dynamics: Highlights EXECUTION Account Management: SaaS deployments are no different from other projects in that success for clients often comes down to the contribution from and the comfort with the service provider s account team. Clients interviewed for this Blueprint were especially enthusiastic about Accenture, Deloitte, Cloud Sherpas, Cognizant, NTT DATA, PwC and Wipro. Scale of Design, Implementation and Management Capabilities: Salesforce services is no a market that benefits overwhelmingly from economies of scale from service providers but scale is still important. Its important in access to people, in allowing clients to retain key personnel in a growing, high demand market and in securing the investment $s for industry solutions as well as tools and accelerators. Accenture, Capgemini, Deloitte, and Cognizant have the current lead but with additional acquisition activity being likely this could change soon. Industry Specific Solutions: One of the major trends that we see at the moment around Salesforce services is the interest around investments being made to develop comprehensive industry solutions that wrap around many of the different Salesforce Clouds. During this Blueprint we saw significant efforts being made by Accenture, Deloitte, PwC and CSC already with the other service providers making current investments to bring additional solutions on line in INNOVATION Partnership Strategy: Creating value for clients from Salesforce can be highly dependent on understanding the different third party solution partners who can be added to the capabilities. Accenture, Deloitte, Cloud Sherpas and NTT DATA led the way in our assessment with regards to the depth of their partnership strategy around Salesforce. Vision for Salesforce Effectiveness: Having a vision for where the processes supported by Salesforce are headed in the future is an important element of Innovation. We saw this vision come out particularly clear from Accenture, Bluewolf, Cognizant, and PwC. Investment in Proprietary Tools, Accelerator and Solutions: It s not enough today to just build your capabilities around the Salesforce Customer Success Platform alone. Implementing and managing Salesforce deployments for clients is enhanced by having a suite of unique tools, accelerators and other solutions to maximize the attainment of benefits for both clients and service providers. In our review of the investments in these capabilities we saw particular focus here from all of the Winner s Circle service providers: Accenture, Bluewolf, Capgemini and Deloitte. Proprietary Page 23

25 Service Provider Profiles

26 HfS Salesforce Services Value Chain: Key to Profiles Value Chain coverage is indicated by blue shading. Grey shading indicates that the service provider does not offer these services. For Example: Full Value Chain offered Operate not offered PLAN PLAN IMPLEMENT IMPLEMENT MANAGE MANAGE OPERATE OPERATE OPTIMIZE OPTIMIZE Each profile also includes an Operations box where we list service provider statistics. N/A indicates that the service provider does not have this today. It should be noted that in many cases the service provider may have these certification applications in progress. Proprietary Page 25

27 Accenture Winner s Circle PLAN Salesforce s largest partner, first to market, and now in a leading position to support the Salesforce Customer Success Platform Strengths Challenges IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights Quality of Account Management Team Scale of Capabilities Experience Delivering Industry-Specific Solutions Partnership Strategy Vision for Salesforce Effectiveness Investment in Proprietary Tools Account Management and In-House Skills: Clients cite Accenture s strength as a true business partner and its excellent account management capabilities. Accenture has the highest number of certified Salesforce professionals, 2,700. Clients appreciate the quality of the technical and business understanding, and availability in many geographies. Investment in Proprietary Tools and Accelerators: Accenture has an impressive list of proprietary industry and cross-industry tools and accelerators. Four of its industry solutions: pharmaceuticals, insurance, communications and retail, have achieved Fullforce status. Strong Business Partner Ecosystem: This includes Accenture s ability to work effectively with other service and software suppliers to meet the customer s overall business objectives such as its digital transformation journey. In addition to organic growth, Accenture invests in partnerships with service and software providers to enhance its Salesforce services capabilities. Most notable is Accenture s recent equity investment with Salesforce in industry solution provider, Vlocity. Disciplined Yet Flexible Approach: Clients are impressed with Accenture s disciplined methodology, frameworks, processes and overall project management capabilities. However clients also highlight the fact that Accenture listens to their specific needs, starting with the RFP process and throughout the engagement. Acquisitions: Accenture has made several smart acquisitions in the last 24 months to close gaps in skill availability and to extend the scale of the Salesforce practice. Managing Skills Turn-Over: Consistent with most global service providers, Accenture has to manage skills turn-over and its impact on customer projects. This is particularly true of the offshore skills. Clients rate Accenture highly for its ability to blend onshore and offshore resources, but they are equally frustrated when resources leave the project. Effective Resource Planning: Clients mention that sometimes Accenture could improve its workforce planning. This is true for resources moving between clients and also between projects on the same client. Ramping Up to Increasing Demand: Despite Accenture s large numbers of Salesforce certified consultants, it needs to still ensure that it can keep up with the market demand. It has opportunities to offset this by adopting the training culture and methodologies of recently acquired Cloud Sherpas. Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Acquisitions include: Cloud Sherpas (2015) although this profile was completed prior to the closure of this acquisition and therefore does not include Cloud Sherpas data. Tquila (2015) ClientHouse GMBH (2014) Joint equity with Salesforce in Vlocity for industry specific solutions Partnerships include: Apttus, CipherCloud, Callidus Cloud, ClickSoftware, Cloud Sense, Informatica, Kinaxis, Kronos, ServiceNow, PROS, Vlocity, Zuora Accenture works with clients across industry sectors. Over 75% of Salesforce services work won in the last fiscal year was with repeat clients. Industry Coverage: in order of Salesforce services revenues: Communications, Media and Technology Products Financial Services Resources Health and Public Services Some publicly disclosed clients include: DHL HP Maserati Shell VSP Wells Fargo Partner Level: Global Strategic Fullforce Master Certifications: 6 Fullforce Industry Solutions: 5 Salesforce Certified Consultants: 2,700 Certified Technical Architects: 7 Total number in practice: 6,000+ Number of projects completed: 850+ Customer satisfaction score: 9.43/10 Key delivery locations for Salesforce practice: USA Canada Latin America Philippines Australia/New Zealand Nordics Gallia UK Ireland Fullforce Master Certification: Comms & Media, Financial Services, Healthcare & Life Sciences, Sales Cloud, Service Cloud, and Salesforce1 Platform Fullforce Industry Solutions: Connected Physician Solution for Healthcare; Effectiveness Platform for Insurance; Connected Patient Platform for Life Sciences; Accenture SaaS Reference Architecture for Communications Service Providers; Retail Personalization Platform Accenture SFDC Partner Relationship Management Quick Start Tool: cross-industry tool Accenture Quick Start Tool for Salesforce Service Cloud Accenture Automated Framework for Testing (AAFT) for Salesforce Accenture System Diagnostics for Salesforce: for visibility of current customizations Proprietary Page 26

28 Bluewolf Winner s Circle PLAN A deep understanding of Salesforce technologies and innovative approach to engagements and management services Strengths Challenges IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights Quality of Account Management Team How Service Providers Engage Customers and Develop Communities Flexibility to Deliver Both End-to-End Solutions and Point Solutions Experience Delivering Industry Specific Solutions Understanding of the Salesforce Market: Bluewolf has been a Salesforce partner for 15 years and it has an understanding of the technologies and how to meet clients business requirements. Underpinning this is the service provider s State of Salesforce Report which is an annual report now in its fourth year which surveys more than 1,500 global Salesforce customers including executives, manager, developers and admins. In our Blueprint study, clients highlighted Bluewolf s understanding of their business needs and shared that Bluewolf s understanding of user experience from a client s perspective is unique. Creative and Innovative Approach to Engagements: Bluewolf s refreshing approach that is not afraid to challenge client assumptions is appreciated by clients. In one case, Bluewolf secured business by challenging the client s intentions originally outlined in the RFI and offered to help to identify its business objectives. The other service providers simply answered the RFI questions. Clients said that the would unequivocally engage Bluewolf again, even if there had been a few hiccups in the project. Complete Value Chain Capabilities: Bluewolf offers consulting (Bluewolf Blueprints), technical implementation services and ongoing management services (Bluewolf Beyond), making it a credible long-term provider for clients. This is reinforced by investments in proprietary service and project management methodologies to ensure high quality engagements. Bluewolf Beyond: Bluewolf offers bundles of hours for clients to use as they see fit for ongoing management and optimization services. This flexible commercial model and focus on optimization services gives the provider a competitive edge in the market. Strict Project Planning and Management: While Bluewolf has invested in developing proprietary service methodologies these are not always visible or obvious to clients. References highlight the need for tighter planning, including identifying roles and responsibilities in the planning phase and ongoing project management in the implementation phase. Missing Opportunities in Management and Optimization Services: Bluewolf has management services capabilities but it is sometimes not bold enough to secure this business during the implementation phase. For their part, clients often only realize the importance of ongoing assistance only after the service provider has left post deployment. Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Acquisitions include: Velteo (2012), Australia Partnerships include: Apttus, ITB Consult, Informatica, Marketo, Oracle Marketing Cloud Bluewolf targets mid-size enterprises with more than 3,000 employees in North America, EMEA, and APAC. Industry Coverage: High Tech/Manufacturing, Financial Services, Media/Telco, Healthcare, Higher Education and Public Sector Some publicly disclosed clients include: Australia Post Berkshire Hathaway Travel Protection Dow Jones GlaxoSmithKline New York Times Rolls Royce & Partners Finance Stanley Black and Decker Vodafone Australia Partner level: Global Strategic Fullforce Master Certifications: 3 Fullforce Industry Solutions: 2 Salesforce Certified Consultants: 535 Certified Technical Architects: 2 Number in practice: 500+ Number of projects completed: 9,500+* Customer satisfaction score: 9.24/10 Key delivery locations for Salesforce practice: Australia Czech Republic France Germany U.K. U.S. Fullforce Master Certification: Sales Cloud, Service Cloud, Platform Fullforce Industry Solutions: Producer360: for Financial Services/Insurance; AppealsTrak for Government/Public Sector MediaTrak: to help media organizations build relationships and drive advertising sales PolicyTrak: to help insurance providers manage policies. Next generation will be The Producer 360. Actionable Analytics Framework: for customer-facing employees Salesforce Lifecycle Management: project management methodology Rep Rides: methodology for Sales and Service Cloud engagements Bluewolf Integrator: data migration tool Bluewolf Replicator: to help manage security and compliance Smart Sandbox: to enable users to test data in their Salesforce Sandbox Proprietary Page 27

29 Capgemini Winner s Circle PLAN Technical skills with depth in Optimization services, and a recently increased strategic focus on Salesforce services Strengths Challenges IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights Investment in Proprietary Tools Optimization Services Flexibility to Deliver Both End-to-End Solutions and Point Solutions Investment in Tools and Accelerators: Capgemini has made significant investments in developing proprietary Salesforce tools and accelerators, for both horizontal and vertical industry markets. Of note, are the service provider s three Fullforce industry solutions for the finance, retail and automotive industries. Underpinning this is a structured strategy to foster continued IP development, managed by the Ready2series IP board which reviews solutions for global industrialization. Capgemini intends to continue developing industry solutions. Technical Skills: Capgemini has experience in a wide variety of Salesforce service projects with the Sales, Service and Marketing Clouds, as well as more complex engagements focused on digital transformation initiatives. Capgemini brings its general cloud service capabilities to Salesforce service projects, as well as its multi-vendor product skills, which enable it to migrate Clients from other CRM platforms. Optimization Services Focus: Capgemini s Continuous Success Factory approach ensures that new software releases can be tweaked to align with specific business objectives of each department and maximise continued user adoption. In addition, Capgemini s management services, Business Operations Support Services (BOSS) include enhancement services and proactive business consulting. Global Coverage: Capgemini has Salesforce experts in North America, Europe and Asia, supported by its Rightshore global delivery model. Improve Image as an Innovator: Capgemini is still perceived to be more credible as a technical delivery partner than a long-term business partner in the market. Capgemini needs to better leverage the investments in Digital Transformation such as the joint research with MIT s Center for Digital Business. Marketing Capabilities: Capgemini became a Salesforce partner in 2007, but only strategically focused on these capabilities in the past year, during which time it has completed 669 Salesforce service projects. This considerable ramp up of experience is not well-known in the market. Capgemini needs to improve its communication to the market, especially if it hopes to gain traction amongst board level executives as clients. Broaden Salesforce Experience: Despite the increase in the number of Salesforce service projects, Capgemini has relatively less experience with the Marketing Cloud and the Analytics Cloud. This is an area of significant investment for Capgemini going into Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Acquisitions include: IGATE (2015) Partnerships include: Box Informatica ServiceMax Capgemini focuses on clients that want to leverage the Salesforce platform for transformational programs. Industry Coverage: Financial Services (Insurance, Banking & Capital Markets), Consumer Products, Retail, Distribution, Manufacturing, Automotive, Telcos, Energy and Utilities As Salesforce introduces EMEA data centers, Capgemini also has plans to also focus on Public Sector. Some publicly disclosed clients include: Global Beverage Company US Insurance Provider Global Universal Bank Global Consumer Packaged Goods Company Zurich Insurance Partner Level: Global Strategic Fullforce Master Certifications: 3 Fullforce Industry Solutions: 3 Salesforce Certified Consultants: 860 Certified Technical Architects: 3 Total number in practice: 1,000+ Number of projects completed: 699 Customer satisfaction score: 8.94/10 Key delivery locations for Salesforce practice: US Canada UK France Germany Nordics Australia India Fullforce Master Certifications: Service Cloud, Salesforce platform, Financial Services Fullforce Industry solutions: All Channel Experience (ACE) for Insurance; Client Assist for Retail; Connected Service for Automotive Odigo: cloud-based voice solution (CTI) that defines how accessible enterprises are to their clients and their ability to be responsive Capgemini Cloud Assessment (CCA): accelerator tool Internet of Things (IoT) in-a-box and Field Execution for CPG Proprietary Page 28

30 Deloitte Winner s Circle PLAN Salesforce industry sector expertise, supported by scale in technical and business service skills Strengths Challenges IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights Quality of Account Management Team Scale of Capabilities Experience Delivering Industry Specific Solutions Concrete Plans to Deliver Value Beyond Cost Investment in Proprietary Tools Industry Sector Strength: Deloitte s Salesforce service practice leads with industry expertise. It has built many industry solutions, including the FastLean solution for manufacturing and the CloudMix solution for high tech. Notably Deloitte also has an impressive twelve Fullforce industry solutions. Salesforce at the Heart of Deloitte Digital: Deloitte has the ambition to be a world leader in driving digital transformation using the Salesforce platform. Experts from Deloitte Digital and Salesforce services work together to develop industry focused solutions for clients. Deloitte also leverages its skills in mobile, social and analytics to enhance these solutions. Good Technical and Business Skills: Deloitte s management consulting experience and relationships with enterprise c-level executives lends it credibility to understand and meet client business objectives. Deloitte s technical implementation services are underpinned by an Agile methodology and proprietary project management tools. Deloitte s expertise in CRM in general further strengthens its integrity in business and technical conversations and engagements. Moreover, Deloitte has one of the largest Salesforce service teams in the industry, with delivery capability in more than 28 locations worldwide. Clients commend Deloitte s wide-ranging skill-set for Salesforce implementations. Excellent Client Feedback: Deloitte gets one of the highest customer satisfaction scores on the Salesforce appexchange at 9.99 out of 10. Clients stress that Deloitte is an excellent firm to work with especially for large enterprise clients. Perception of Being Expensive: As a global management consulting provider, prospect clients often assume that Deloitte will be more expensive than competitors and de-select it in the early stages of the provider selection exercise. Deloitte needs to increase client peer connections to demonstrate the price to value ratio in its engagements. While some clients confirm that Deloitte is not necessarily cheap, they typically agree that it is a reasonable cost for the value received. Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Acquisitions include: Mobiento (2015) Flow Interactive (2014) Banyan Branch (2013. Deloitte targets large multi-national enterprises. It has specific experience in complex, global implementations. Some publicly disclosed clients include: Activision Sky Italia Yamaha. Partner Level: Global Strategic Fullforce Master Qualifications: 6 Fullforce Industry Solutions: 12 Salesforce Certified Consultants: 1,025 Certified Technical Architects: 7 Total number in practice: 2,800+ Number of projects completed: 905 Customer satisfaction score: 9.99/10 Key delivery locations for Salesforce practice: USA and Canada Brazil France, Germany, Italy and Spain UK Japan Australia Fullforce Master Certifications: Sales Cloud, Service Cloud, SF1, Financial Services, Healthcare & Life Sciences, Consumer Goods & Retail Fullforce Industry Solutions: MedConnect (Life Sciences); Member Connect (Healthcare); CitizenConnect (Public Sector); Marketing Resource ; Management(Media); Pocketsales (Consumer Products); FastLean (Manufacturing); EngageMe (Media + Retail); Fast Connect (Insurance); Connected Bank (FSI); C*Link (Functional HR); Patient Connect (Life Science); Hub (Consumer Products) Tracker: project management tools Proprietary Page 29

31 Cloud Sherpas High Performer PLAN Leading with a consultative approach and executing with the highest number of certified technical architects in the ecosystem Strengths Challenges IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights Quality of Account Management Team Concrete Plans to Deliver Value Beyond Cost Experience Delivering Industry Specific Solutions Investment in Proprietary Tools Cloud Expert: Cloud Sherpas is a combination of three service providers with capabilities in Google, Service Now and Salesforce. Not only does it therefore have technical capabilities to integrate different clouds, but it also has a focused strategy and investment in its overall cloud business. Moreover Cloud Sherpas has experience with a broad range of Salesforce platforms including Service Cloud, Marketing Cloud, custom development based on the Force.com platform, Community Cloud and Analytics Cloud. Deep Salesforce Technical Expertise: As well as breadth, Cloud Sherpas has the depth of expertise in Salesforce services. It has the highest number of certified technical architects (9) in the partner ecosystem, all of whom are aligned to all the strategic accounts. Advisory Led: Despite its deep technical expertise, Cloud Sherpas adopts a consultative approach with clients that aims to understand client business objectives. Cloud Sherpas starts all client engagements with its CRM Excellence Frameworks (Sales, Marketing and Service Excellence Frameworks) to identify desired client outcomes. Cloud Sherpas also sets up centres of excellence for clients to promote best practices and common standards across the enterprise. Less Established Ongoing Management Services Capability: The majority of Cloud Sherpas Salesforce service revenue is from consulting and implementation services. While the service provider enjoys a healthy repeat business rate of 80%-85%, this is typically for more implementation work in additional business units in the same enterprise. Cloud Sherpas is seeing increasing demand for management services in the market and it responded by launching its Managed Services Group in April Cloud Sherpas now has opportunities to strengthen this business in the next few years. When Accenture successfully completes its acquisition of Cloud Sherpas, the management services capabilities will be greatly strengthened. Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Acquisitions include: GlobalOne merger (2012) CloudTrigger (2012) Innoveer (2013) Partnerships include: Apttus Avaya, Backupify, Birst, Ciphercloud, Cirrus Insight, CloudLock, Conga, Coveo, DEG, DocuSign, Informatica,, Jitterbit, Mulesoft, Okta, ServiceMax, SteelBrick, Tier 1, Vlocity, Spanning, OneLogin, Box, The majority of its Salesforce service business is with large enterprises and it has also seen increased demand in the upper mid-market space. Industry Coverage: Financial Services (largest), Insurance, Healthcare, CPG/Retail and Business Services Some publicly disclosed clients include: Blackbaud Careers Australia City of Hope Hospital (California) GE Capital Habitat for Humanity Oppenheimer Panasonic Partner Level: Global Strategic Fullforce Master Certifications: 3 Fullforce Industry Solutions: 4 Salesforce Certified Consultants: 504 Certified Technical Architects: 11 Total number in practice: 595 Number of projects completed: 114 (appexchange) Customer Satisfaction Score: 9.35/10 Key delivery locations for Salesforce practice: United States UK Australia & New Zealand Philippines Fullforce Master Certifications: Sales Cloud, Service Cloud, Financial Services Fullforce Industry Solutions: econtact Center for Insurance, Producer Direct for Insurance; Investment Management Playbook; Banking solution CRM Excellence Frameworks: Sales Excellence Framework, Marketing Excellence Framework, Service Excellence Framework Industry frameworks Data Migration for Wealth Management Proprietary Page 30

32 Cognizant High Performer PLAN A strong focus on innovation and customer relevance, supported by a targeted acquisition strategy Strengths Challenges IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights Quality of Account Management Team Flexibility to Deliver Both End-to-End Solutions and Point Solutions Vision for Salesforce Effectiveness Investment in Skills: Cognizant is the second biggest Salesforce service partner in terms of the number of certified consultants. It does not have any certified technical architects yet but more than five specialists have reached the final stage of qualification. Cognizant also has 100+ business consultants, with a strong focus on change management, supporting clients Sales Cloud implementations. Cognizant has invested in building a significant Salesforce consulting practice in general in the past few years, to complement its technical skills expertise. Target Acquisitions That Enhance Salesforce Service Capabilities: In the past few years Cognizant has targeted acquisitions that add either digital services and/or industry sector expertise. Importantly, Cognizant has focused on integrating the acquired skills into its overall Salesforce service capability. The digital marketing skills acquired from Cadient Group form part of Salesforce service deals and the Odecee acquisition enables Cognizant to deliver digital transformation skills enabled by Salesforce locally in Australia. Interestingly, even the Trizetto acquisition involves a joint go-to-market with Salesforce, integrating Salesforce and Trizetto platforms. Limited Industry Specific Solutions: Cognizant has invested in several horizontal and vertical industry solutions, but the latter continues to be a work in progress. While the service provider aims to align with Salesforce s industry focused strategy, it could be more proactive by making more out of the skills acquired in recent acquisitions. Vision is Ahead of Perceived Experience: Cognizant has spent a lot of time and effort to understand the CRM market and build out its Salesforce service capabilities. However, it is not as well known in the market for its Salesforce service expertise. It now has the opportunity to enhance its reputation in this market and realize its vision over the next two years to establish its Salesforce service business as part of Cognizant s Build for Relevance offerings. Limited Business Outside of North America: Approximately 70% of Cognizant s current Salesforce service business is from North America. Cognizant has huge opportunities to grow this business across the world. Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Acquisitions include: Cadient Group (2014) Trizetto (2014) Odecee (2014) Partnerships include: Verizon (2015) Target clients are global enterprises with complex needs, including requirements to integrate Salesforce with ERP and custom applications. Industry Coverage: Life Sciences, Healthcare, Financial Services, and Insurance Cognizant focuses on the following regions to sell Salesforce services: NA, UK, Benelux, Nordics, Germany, Austria and Switzerland. Some anonymized clients include: Pharmaceutical Giant Medical Device Manufacturer US Health Insurer UK Universal Bank US Custodial Bank Multinational European Utility Global Consumer Goods Company Global Payments Provider Partner Level: Global Strategic Fullforce Master Certifications: 0 Fullforce Industry Solutions: 0 Salesforce Certified Consultants: 1,090 Certified Technical Architects: 0 Total number in practice: 1,200 Number of projects completed: 912 Customer Satisfaction Score: 9.78/10 Key delivery locations for Salesforce practice: North America (Phoenix) Europe (Hungary and Spain) APAC (Various locations in India) The majority (70%+) of delivery is from India. Medvantage: Integrated sales and service for medical device clients Qvanatge: Manufacturing industry solution: for complaint-service-warranty management Bank of Tomorrow and Today: Framework for enabling digital banking Retail Execution Accelerator (REX) for the CPG & retail industries ialign-veeva: Integration Framework for the life sciences industry ApExlarator: Tool to solve manual test class and method creation process Modernization Assessment Tool: Gauges customer readiness for modernization Cloudguru: Program management tool Code TREK: Tool to standardize the process of deployment in Force.com Proprietary Page 31

33 NTT DATA High Performer PLAN Acquisitive service provider building global coverage and capabilities across Salesforce with depth in telecoms, retail and public sector Strengths Challenges IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights Quality of Account Management Team How Service Providers Incorporate Customer Feedback Flexibility to Deliver Both End-to-End Solutions and Point Solutions Investment in Proprietary Tools Global Coverage of Salesforce Service Capabilities: NTT DATA has pursued an acquisitive strategy to build Salesforce capabilities with local feet-on-the-street. The most notable acquisition was that of Centerstance, which was a dedicated Salesforce consulting provider. NTT DATA is pursuing an integration strategy to unify brands, drive common methodologies and deliver seamless Salesforce services to clients. To maintain client relationships, NTT DATA strives to retain account managers at acquired entities. Clients tell us that they appreciate this consistency in the touch points as well as the consistency in the team members during an engagement. Technical Skills in Salesforce, Multi-Vendor IT and Telecommunications: NTT DATA leverages capabilities across the NTT Group to enhance its Salesforce service offerings. For example NTT DATA has built Salesforce IP solutions in mobile and security supported by the NTT Group s strength in the telecommunications industry. This cross collaboration promotes a culture of innovation for developing Salesforce solutions. One client said that NTT DATA was at the cutting edge of Salesforce technology. Industry Go-to-Market: NTT DATA is focused on developing industry-specific IP and acquisitions are often targeted for their vertical expertise. It makes an effort to understand industry and business objectives beyond the technology. In its acquisition integration strategy, NTT DATA is also identifying client solutions that it can develop as repeatable assets for other clients in the same industry. Brand Awareness: NTT DATA is early into a global branding exercise which sensibly begins with communicating with the installed base of clients. Internally, the global Salesforce practice (across acquisitions) is unified under the NTT DATA brand. However NTT DATA still has some way to go to communicate its complete set of capabilities to all existing and prospect clients. Many clients still spoke of the service provider as Centerstance therefore NTT DATA will be in a more competitive place once it builds a broader brand in this space. No Operate Services: NTT DATA offers the full value chain of services apart from Operate/BPO services. It offers advisory services and application management services to assist clients with their own operations but the service provider typically does not manage business processes for them. While it is not the only service provider in our Blueprint without this offering, it is a credible opportunity for NTT DATA, especially given its access to telecommunications and data center skills across the NTT Group. Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Acquisitions include: Buzz Solutions(2014) everis (2014) Centerstance, Inc. (2012) Oakton (2014) acquired by Dimension Data (NTT s sister company) Partnerships include: Apttus Coveo FinancialForce Informatica ServiceMax SteelBrick TerraSky NTT DATA targets mid to enterprise Clients and Public Sector (with a focus on State & Local). Regions include North America, Latin America, Western Europe, Japan, Asia-Pac, China. Industry Coverage: Financial Services, Insurance, Retail & CPG, Manufacturing & Automotive, Public Sector, Healthcare & Life Sciences, Telecom Some publicly disclosed clients include: Commonwealth of Kentucky Commonwealth of Massachusetts Daimler DDR Honeywell Isilon Regence BC/BS Vodafone Partner Level: Global Strategic Fullforce Master Certifications: 1 Fullforce Industry Solutions: N/A in progress Salesforce Certified Consultants: 360+ Certified Technical Architects: 2 Total number in practice: 450+ Number of projects completed: 3,000+ Customer satisfaction score: 9.14/10 Key delivery locations for Salesforce practice in order of strength: US, Canada India Japan and China Western Europa (Germany, UK, Spain, Italy) Latin America (Brazil, Argentina) Australia and South East Asia Fullforce Master Certifications: Sales Cloud Retail Execution Accelerator: application for mobile devices (ios, Android) on force.com platform Loyalty Rewards Accelerator: Pre-configured IP built on force.com Insurance Accelerator: Salesforce broker/agent portal and Underwriters Optimization Solutions that integrate with Insurance legacy systems Extension Platform (EP): Data integration proxy Government Permitting & License Management Accelerator: Pre-configured solution on Force.com that enables online permitting and licensing for State & Local governments; dashboard reporting and mobile access Salesforce over VPN (NTT Communications): Secured VPN access network from client site/remote to SFDC Datacenter in Japan. Available only in Japan TrustBind/Secure Gateway: Encryption and Tokenization tool for data records Proprietary Page 32

34 PWC High Performer PLAN Industry-led business integrator, focused on business-led, technologyenabled engagements Strengths Challenges IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights Quality of Account Management Team Flexibility to Deliver Both End-to-End Solutions and Point Solutions Experience Delivering Industry Specific Solutions Vision for Salesforce Effectiveness Investment in Fullforce Solutions: PwC has 4 Fullforce industry solutions: manufacturing, financial services, retail and healthcare industries. This is particularly impressive as PwC has only strategically focused on Salesforce services since Dedicated industry consulting practices developing industry thought leadership support continued investment in industry sector solutions. Strategy Through Execution Vision: PwC sees Salesforce as an enabler to solving business problems that can be linked to delivering strategic consulting services at the C-level of enterprises. Clients HfS spoke to confirmed that PwC has listened to their business requirements and that the service provider also excelled at sharing client experiences. Partnerships and Alliances: PwC presents an integrated team to clients with skills in CRM, Salesforce and the relevant industry. This is supplemented with other relevant skills including compliance, risk management and security (particularly for the health care and financial services industries). For example the PwC Digital Services team works with Salesforce service clients to create innovative solutions. Acquisitions and organic growth are domain focused both in terms of industry and horizontal process. Excellent Customer Satisfaction Score: PwC is the only service provider in our Blueprint that scored a perfect 10 out of 10 for customer satisfaction on the Salesforce appexchange web site (October 2015). Clients commend PwC s ability to develop and maintain personal relationships in Salesforce engagements. Building Out Global Scale: PwC needs to build a consistent global Salesforce service capability. To this end, it will focus on strengthening its capabilities particularly in Australia. Japan, China and the UK in the next few years. It also aims to build management services capabilities in the next two years. PWC already has Salesforce delivery centers in every region in the world and as a globally recognized brand, it has opportunities to establish itself as a credible global Salesforce service player. Communicating Capabilities to Clients: As a relative latecomer to the Salesforce service market, enterprises are not aware of the full extent of PwC s capabilities. PwC has plans to increase marketing of its Salesforce service capabilities to existing and prospect clients in the next year. It needs to speed this up to take advantage of this growing market. Sometimes Inflexible: Clients have said that PwC could be more flexible on occasion, and less prescriptive about their preferred approach to engagements. PwC needs to ensure that it maintains the same high standards across its Salesforce service teams to align with client preferences. Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Acquisitions include: Booz & Company (2014) BGT Partners (2013) Ant s Eye View (2012) PRTM (2011) Diamond Management & Technology (2010) Partnerships include: Apttus CloudLock ncino Terafina PWC targets large enterprises of more than $1billion and medium enterprises of $100 million- $1 billion Industry Coverage (* for focus) Financial Services* Healthcare* Media Technology Retail & Consumer Products* Manufacturing Public Sector Clients include: Building Materials Manufacturer Global Pharmaceuticals Company Financial Advisor Company Global Technology and Services Company Energy Company Partner Level: Global Strategic Fullforce Master Certifications: 4 Fullforce Industry Solutions: 4 Salesforce Certified Consultants: 422 Certified Technical Architects: 4 Total number in practice: 600 Number of projects completed: 250 Customer Satisfaction Score: 10/10 Key delivery locations for Salesforce practice: United States and Canada UK, Italy and Spain Brazil India China and Hong Kong Japan Australia and South East Asia Fullforce Master Certification: Sales Cloud, Salesforce platform, Manufacturing and Automotive, Financial Services Fullforce Industry Solutions: Inquire to Order for Manufacturing; Patient Digital Care; Total Retail Clienteling Solution; Wealth Management Solution Salesforce Center of Excellence: 50+ industry and cross-industry accelerator tools Field Service Professional: connects sales and service teams Proprietary Page 33

35 Wipro High Performer PLAN Good technical skills, proactive approach and good investment in Salesforce platform based solutions Strengths Challenges IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights Quality of Account Management Team Scale of Capabilities Experience Delivering Industry Specific Solutions Flexible Pricing Models Investment in Proprietary Tools Technical Skills: Clients highlight Wipro s ability to tailor solutions to particular business demands, including redesigning the user interface to enhance the customer experience. Wipro also brings general IT service capabilities to its Salesforce service engagements, including working with IoT, creating mobile applications and integrating Salesforce with other applications. Wipro has invested in Salesforce1 platform based solutions, including some that are industry focused. Almost half of Wipro s Salesforce service projects have elements of customization on the Salesforce1 platform. Investment in Wipro Digital: Wipro Digital is spearheading the conversations Wipro has with clients, particularly in the consulting phase of the engagement. Wipro views CRM at the center of customers digital journey and there is therefore increased emphasis on and commitment to investing in Salesforce services. Proactive Recommendations to Clients: Clients commend Wipro on often proactively recommending new technologies like Lightning. One also said that Wipro has been a great partner that understands their industry sector specifics and business priorities. Strong Account Management: Clients highlighted the high quality of Wipro s account management team. One client said that they had a fantastic account lead who acted as a mentor and partner for the in-house delivery team. Limited Marketing: Wipro is not as well known in the market for its Salesforce service capabilities as perhaps it should be. Some clients still consider Wipro primarily for tactical projects or management services engagements and only contract additional services after a long-term relationship proves the service provider s worth. Wipro plans to grow its Salesforce service business aggressively, underpinned by a marketing campaign targeting selected industry sectors by region to address this point. Seen as a Technology Partner: Wipro s capabilities in technical solution development are clear but it is not perceived as a business partner that can assist clients to make strategic decisions about their Salesforce investments. The creation of Wipro Digital should help it to be seen as more business focused but it needs to more clearly communicate its differentiators to the marketplace so that it this is not seen as just a me too strategy. Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Acquisitions include: ATCO group IT services and operations (2014) Designit (2015) Promax Applications Group (2012) Partnerships include: Apttus, Axeda, MuleSoft, Splunk, Informatica, ServiceMax, BigMachines, Opera Solutions, GTT, FinancialForce, Kenandy Wipro primarily focuses on Fortune 1000 enterprises. Most of its salesforce services business is from the US, UK, and Continental Europe but it also serves enterprises around the world. Industry Coverage: Manufacturing Technology Health and Life Sciences Banking and Financial Services Media and Telecom Energy and Utilities Retail and Consumer Goods Some publicly disclosed clients include: Philips McGraw-Hill Education ST Microelectronics British Petroleum Partner Level: Gold Fullforce Master Certifications: 4 (In Progress) Fullforce Industry Solutions: N/A (in progress) Salesforce Certified Consultants: 515 Certified Technical Architects: 2 at Level 2 awaiting final review Total number in practice: 1,050 Number of projects completed: 350+ Customer Satisfaction Score: 9.14/10 Key delivery locations for Salesforce practice: India (50%+): Bangalore; Pune; Delhi NCR; Hyderabad; Chennai North America: USA & Canada EMEA: UK; Netherlands; Ireland; Switzerland; Germany; France Rest of World: Australia & New Zealand Physician Relationship Management: Salesforce1 Investigator Relationship Management: Salesforce 1 collaborative platform for pharmaceuticals Medical Device Framework on Salesforce Utility Framework on Salesforce Warranty management solution on Salesforce Medicare Platform solution on Salesforce Dealer Management: Salesforce1 solution Merchant On-boarding solution Partner community: framework for managing partner and supplier relationship Application Modernization: Framework for application modernization on Salesforce1 platform Wipro projectile: Salesforce1 app for agile management Wipro Surveyor: Salesforce1 app for surveys Wipro Social Hub: integrates disparate social platforms Connected Device Solution: Salesforce-Axeda Connector to deliver Machine to Machine (M2M) integration Mobile Route Planner Wipro ClickLoyalty: Salesforce1 solution for loyalty programs Proprietary Page 34

36 CSC Strength in healthcare and public sector industries with skills across IT services and technologies PLAN IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights Quality of Account Management Team How Service Providers Incorporate Customer Feedback Experience Delivering Industry Specific Solutions Partnership Strategy Integration of Third Party Capabilities Strengths Industry Sector Focus, with Particular Strength in Healthcare: CSC offers targeted Salesforce offerings to the healthcare industry, building on its established reputation in this sector. It partners with Vlocity for its healthcare solution, but further tailors the offerings by adding components and enhancing the user interface. CSC has also built IP solutions for the banking and insurance industries and aims to continue to build industry accelerators. Integrated Approach Focused on Delivering Business Solutions: CSC focuses on understanding industry and business results rather than pursue pure technical implementation projects. It achieves this by integrating industry and consulting expertise in Salesforce service engagements. In addition the consulting team is well utilized in delivering optimization services. IT Service Capabilities That enhance Salesforce Service Skills: CSC has skills in hardware, software, service and the data center all of which can be leveraged to enhance its Salesforce service capabilities. It can integrate Salesforce with other applications such as SAP, and it has capabilities in analytics and IoT, as well as a big focus on change management services. Dependable and Easy To Work With: Clients commended the high quality of CSC team members, with one saying that they were all brilliant people. They also appreciate CSC s efforts to maintain stable team members for each engagement. Clients also highlighted that CSC met all of their commitments in the engagements. Challenges Seen as A Technology Partner: Despite its investment in building consulting services and its understanding of CRM in a holistic way, CSC is still perceived to be more of a technical implementation partner. CSC has opportunities to educate the market on its wider Salesforce capabilities to help it to position as more of a strategic partner for clients. Inadequate Communication of Skills: CSC is not always the obvious choice for clients making a provider selection short list. For example in Europe it is still not perceived to be a global Salesforce service provider and yet more than half of its Salesforce service revenue comes from this region. CSC therefore needs to increase its marketing efforts with existing and prospect clients to communicate its Salesforce service capabilities. CSC has a three year strategic intent to grow its Salesforce practice by a factor of ten, and to position itself as a global leader in integration solutions and services for targeted industries. Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Partnerships include: Vlocity, Composer, Docusign, FinancialForce, Informatica, Xactly CSC focuses on large and medium-size enterprises, specifically in the US, France, Nordics, Brazil, ANZ, UK. Industry Coverage: Insurance Healthcare Banking Public Sector Partner Level: Gold Fullforce Master Qualifications: N/A Fullforce Industry Solutions: N/A Salesforce Certified Consultants: 145 Certified Technical Architects: N/A Total number in practice: 214 Number of projects completed: 145+ Customer Satisfaction Score: 9.39/10 Omni360 for Utilities: Integration platform for multi-channel customer communications Omni 360 Insurance Agent Portal Accelerator Healthcare Accelerator: Community portal for coverage search, selection and purchase AMA Asset Management Accelerator: Sales and service application for asset managers and service agents Some publicly disclosed clients include: UK Water Utility Biomet Microfixation Global Agribusiness Nordic Telecommunications Provider Key delivery locations for Salesforce practice: USA LATAM: Brazil Europe: South and West (France, Spain and Belgium); UK and Ireland; Central Continental Europe, Nordics Proprietary Page 35

37 Dell Good CRM skills, with a collaborative approach to working with clients PLAN IMPLEMENT MANAGE OPERATE OPTIMIZE Blueprint Leading Highlights How Service Providers Incorporate Customer Feedback How Service Providers Engage Customers and Develop Communities Experience Delivering Industry Specific Solutions Strengths CRM Skills: Dell has experience in many Salesforce products including the Sales, Marketing and Service Clouds, but also with Analytics, Communities and Apps. Dell has developed the Boomi Salesforce solution to help clients to integrate different cloud and on premise applications. Dell has multi-vendor application experience and has helped clients to integrate Salesforce with other financial systems, cloud services and applications such as SharePoint. Moreover, Dell has first hand experience of Salesforce through an internal implementation of Sales Cloud, Marketing Cloud, Community and mobile applications across 194 countries worldwide. Partner Approach: Clients commend Dell on its ability to work collaboratively with the client s in-house team, including making efforts to understand how the client s business is run. One client highlighted that Dell understood the client s in-house processes across functions which was invaluable to understanding the implications of implementations and integrations from a technical and business perspective. Proactive Support: Clients highlight Dell s proactivity to suggest new solutions and best practices in evolving client business requirements This includes advice on implementing new release updates. This demonstrates Dell s commitment to bringing innovation to clients and positioning as a long-term strategic partner. Challenges Brand as Salesforce Service Provider: Dell has some good experience and global brands on its Salesforce service books, and the clients are often pleasantly surprised at the commitment levels of the Dell team. However, it is not well known in the Salesforce market as a whole, and Dell needs to increase its marketing with existing and prospective clients to make them aware of its experience in this area. Need to Strengthen Industry Sector Focus and Messaging: Dell has experience in several industry sectors and has invested in partnerships and proprietary technologies in some. However, Dell needs to highlight its industry sector skills, pursue a leadership position in chosen industries, such as healthcare, and importantly, communicate this to the market. Dell should also invest in developing more industry sector solutions to improve its standing as a credible partner in the chosen sectors including Fullforce certified solutions. Relevant Acquisitions/Partnerships Key Clients Operations Technology Tools and Platforms Acquisitions include: None Partnerships include: Evariant Remedyforce Vlocity Dell targets global enterprises. Industry Sector: Healthcare: Payer, Provider Financial Services: Finance, Insurance, Banking Services: Retail, Hospitality, Travel Higher Education Manufacturing and Logistics Clients include: A US based not-for-profit health services company serving more than one million members A leading US based auto finance company A global talent measurement company A US based healthcare services company A leader in global payments and a technology company Partner Level: Silver Fullforce Master Qualifications: N/A Fullforce Industry Solutions: N/A Salesforce Certified Consultants: 113+ Certified Technical Architects: N/A Total number in practice: 150+ Number of projects completed: 77+ Customer Satisfaction Score: 9.3/10 Key Delivery Locations for Salesforce USA UK India Dell Boomi AtomSphere. Integration cloud solution to connect cloud and on premise applications from the web Social Intelligence Service for Customer Engagement: dashboard with metrics. Real-time integration with salesforce and other CRM apps Cloud Manager: cloud governance solution Project Management &Transition tool : on Force.com for end to end Project Management and Transition Management. eresponder Tool: on Remedyforce for serving EMR customers. Healthcare Solution Accelerator Suite: for Salesforce.com for the Payer industry Proprietary Page 36