An increased use of GenAI and a growing
emphasis on industry clouds are driving changes in the Salesforce
market in Germany, ISG Provider Lens™ report says
Demand is rising among German enterprises for consulting
services that can optimize Salesforce license usage and reduce
associated costs, a new research report published today by
Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm, says.
The 2024 ISG Provider Lens™ Salesforce Ecosystem Partners report
for Germany finds that licenses for Salesforce have now become a
considerable cost factor for many German companies. As a result,
many are seeking service providers that can bundle licenses with
Salesforce implementation and operations as a combined full-service
offering, the ISG report says.
“Leading providers can do more than support enterprises in
efficiently designing their Salesforce operations,” said Dr.
Matthias Paletta, director, technology modernization, for ISG in
Germany. “They can also help them make optimum use of their
licenses and keep costs under control.”
The market for Salesforce implementation is undergoing a
fundamental transformation, driven by Salesforce’s recent
verticalization strategy, which was significantly accelerated by
the acquisition of industry-cloud software provider Vlocity, and
with Salesforce’s increased emphasis on innovations that leverage
the capabilities of GenAI, the ISG report says.
The Salesforce verticalization initiative began several years
ago with the launch of industry-specific products such as the
Financial Services Cloud and Health Cloud, the ISG report says.
With the acquisition of Vlocity in 2020, these capabilities have
become the core elements for Salesforce’s development of
industry-specific offerings, ISG says. However, according to the
ISG report, general acceptance has been low, as adoption brings
additional license requirements and associated costs.
Meanwhile, Salesforce proactively embraced GenAI when in
mid-2023 it announced the integration of OpenAI’s products into its
proprietary offering, Einstein GPT, the ISG report says. Although
the company’s growth curve has flattened somewhat, there are high
expectations regarding its GenAI innovations, ISG says.
“GenAI will continue to be a key focus for enterprises in the
coming years,” said Jan Erik Aase, partner and global leader, ISG
Provider Lens Research. “They can turn to leading providers for
support in using Salesforce as a platform for continuous
innovation.”
The report also examines how Salesforce has become one of the
leading providers of cloud-based application systems in the form of
software-as-a-service (SaaS).
For more insights into the Salesforce ecosystem challenges
facing enterprises in Germany, such as considering industry clouds
and optimizing AI use, along with ISG’s advice for addressing them,
see the ISG Provider Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™ Salesforce Ecosystem Partners report
for Germany evaluates the capabilities of 42 providers across six
quadrants: Multicloud Implementation and Integration Services for
Large Enterprises, Implementation Services for Core Clouds —
Midmarket, Implementation Services for Marketing Automation,
Managed Application Services for Large Enterprises, Managed
Application Services for Midmarket, and Implementation Services for
Industry Clouds.
The report names Accenture, adesso SE, Capgemini, Cognizant,
Deutsche Telekom and Infosys as Leaders in four quadrants each,
while Deloitte, DIGITALL, HCLTech, IBM, Salesfive and Wipro are
named as Leaders in three quadrants each. Factory42, Persistent
Systems and Reply are named as Leaders in two quadrants each, while
Cloud Consulting Group, DIA, PwC, TCS and Tech Mahindra are named
as Leaders in one quadrant each.
In addition, Cloud Consulting Group, Cloud Monsters, DIA,
Factory42, Reply, TCS and Tech Mahindra are named as Rising Stars —
companies with a “promising portfolio” and “high future potential”
by ISG’s definition — in one quadrant each.
In the area of customer experience, Hexaware is named the global
ISG CX Star Performer for 2024 among Salesforce providers. Hexaware
earned the highest customer satisfaction scores in ISG's Voice of
the Customer survey, part of the ISG Star of Excellence™ program,
the premier quality recognition for the technology and business
services industry.
A customized version of the report is available from
Cognizant.
The 2024 ISG Provider Lens™ Salesforce Ecosystem Partners report
for Germany is available to subscribers or for one-time purchase on
this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Canada, Brazil,
the U.K., France, Benelux, Germany, Switzerland, the Nordics,
Australia and Singapore/Malaysia, with additional markets to be
added in the future. For more information about ISG Provider Lens
research, please visit this webpage.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including AI and automation, cloud and data analytics; sourcing
advisory; managed governance and risk services; network carrier
services; strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs 1,600 digital-ready
professionals operating in more than 20 countries—a global team
known for its innovative thinking, market influence, deep industry
and technology expertise, and world-class research and analytical
capabilities based on the industry’s most comprehensive marketplace
data. For more information, visit www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240426065031/en/
Press:
Philipp Jaensch, ISG +49 151 730 365 76
philipp.jaensch@isg-one.com
Matthias Longo, for ISG +49 152 341 464 63
matthias@longo-pr.de
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