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The Forrester Wave™: Salesforce.Com & Vendor Management Implementation Services, Q2 2013 Professionals by Liz Herbert, June 18, 2013

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The Forrester Wave™: Salesforce.Com & Vendor Management Implementation Services, Q2 2013 Professionals by Liz Herbert, June 18, 2013 For: Sourcing The Forrester Wave™: Salesforce.com & Vendor Management Implementation Services, Q2 2013 Professionals by Liz Herbert, June 18, 2013 KEY TAKEAWAYS Providers Enhance Your Business Process Capabilities Today’s economic environment is forcing sourcing and vendor management professionals to consider alternatives to traditional customer relationship management software options. Players in the market can now offer increased expertise and integration and will continue to have a positive impact by expanding architectural and technical capabilities. The Salesforce.com Implementation Services Market Is Growing The salesforce.com implementation services market is growing because more SVM professionals see these services as a way to successfully implement salesforce.com and address their top customer experience challenges. This market growth is in large part due to the fact that SVM pros increasingly trust these providers to act as strategic partners. Process, Industry Expertise, And Focus Are Key Differentiators As previous technology becomes outdated and less effective, improved process, industry expertise, and focus will dictate which providers will lead the pack. Vendors that can provide processes, industry expertise, and focus position themselves to successfully deliver value to their customers. Forrester Research, Inc., 60 Acorn Park Drive, Cambridge, MA 02140 USA Tel: +1 617.613.6000 | Fax: +1 617.613.5000 | www.forrester.com FOR SOURCING & VENDOR MANAGEMENT PROFESSIONALS JUNE 18, 2013 The Forrester Wave™: Salesforce.com Implementation Services, Q2 2013 Comparing The Top 10 Salesforce.com Implementation Services Options Worldwide by Liz Herbert with Chris Andrews and Fraser Tibbetts WHY READ THIS REPOrt In Forrester’s 45-criteria evaluation of salesforce.com (SFDC) implementation services providers, we identified the 10 most significant salesforce.com implementation partners — Accenture, Appirio, Bluewolf, Capgemini, Cloud Sherpas, Cognizant, Deloitte, Fujitsu, Tata Consultancy Services (TCS), and Wipro — in the category and researched, analyzed, and scored them. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help services sourcing professionals select the right partner for their salesforce.com projects. Table Of Contents Notes & Resources 2 Salesforce.com Customers Turn To Third- Forrester conducted services evaluations Party Services Firms in March, 2013, and surveyed 40 user companies and interviewed the following Salesforce.com Services Buyers Must Navigate 10 vendors: Accenture, Appirio, Bluewolf, A Crowded And Fast-Moving Landscape Capgemini, Cloud Sherpas, Cognizant, 4 Salesforce.com Implementation Services Deloitte, Fujitsu, TCS, and Wipro. Evaluation Overview Salesforce.com Partners Differentiate On Related Research Documents Process, Industry, And Focus The Forrester Wave™: Salesforce.com Providers Show Scale Of Resources And Implementation, Q2 2011 Customers, Global Capabilities May 13, 2011 6 Accenture And Deloitte Lead A Very Competitive Set 8 Vendor Profiles Leaders Strong Performers Contender 11 Supplemental Material © 2013, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. To purchase reprints of this document, please email [email protected]. For additional information, go to www.forrester.com. FOR SOURCING & VENDOR MANAGEMENT PROFESSIONALS The Forrester Wave™: Salesforce.com Implementation Services, Q2 2013 2 SALESFORCE.COM CUSTOMERS TURN TO THIRD-PArtY SErvicES FIRMS Companies are (still) flocking to software-as-a-service (SaaS) solutions, looking to gain speed and agility, flexibility, and innovation to drive their businesses forward. In SaaS-heavy areas such as CRM, HR, and learning, approximately 60% of companies are using SaaS or plan to within two years.1 Even in laggard areas, such as finance and accounting (F&A) and enterprise resource planning (ERP), nearly 30% of companies are using SaaS options (in full or as a complement to on- premises) or plan to within the next two years. These SaaS-adopter companies turn to solutions such as salesforce.com, NetSuite, Ariba, Workday, SuccessFactors, Concur Technologies, Oracle Taleo Cloud Service, Oracle RightNow Cloud Service, and many others for their new enterprise applications landscape. The deployments have grown far beyond the early days of small-scale, regional, or divisional deployments. Japan Post modernized IT systems for more than 60,000 workers with seats of salesforce.com. Flextronics International replaced more than 80 HR systems with SaaS and is now running more than 200,000 seats of Workday. These solutions have grown far beyond their roots as simple do-it-yourself (DIY), point-and-click implementations that take days or weeks to implement. Organizations now see possibilities to extend and customize these SaaS solutions and to use these solutions to transform their business processes. Using platforms such as salesforce.com’s Force.com and tools such as NetSuite’s SuiteScript, organizations can customize their SaaS solution and build their own add-ons. For these multi-thousand seats, mission-critical initiatives, and more advanced technical needs, organizations increasingly turn to experts for help: the third-party services ecosystem that now thrives in SaaS technology areas. Third-party services firms are now a vibrant and crucial part of the SaaS landscape, helping to drive strategy, tune or overhaul business processes, deploy and implement the solutions, and provide ongoing support. The lion’s share of these needs today is in salesforce.com and the salesforce.com ecosystem (including AppExchange), as more than 100,000 companies worldwide use salesforce. com to manage and transform business processes and customer experience. Salesforce.com customers turn to these third-party partners for help with the following: ■ Building the technology vision. Leading salesforce.com implementation services partners help companies harness the possibilities that SFDC technologies offer. These partners help organizations envision future business processes that will create revenue and optimize operations. They can advise clients on industry-specific use cases at the bleeding- and leading- edge and map business goals to the right mix and usage of SFDC products, such as Radian6 for social media monitoring, Buddy Media for brand management, Service Cloud for customer service, and Work.com for performance management. © 2013, Forrester Research, Inc. Reproduction Prohibited June 18, 2013 FOR SOURCING & VENDOR MANAGEMENT PROFESSIONALS The Forrester Wave™: Salesforce.com Implementation Services, Q2 2013 3 ■ Implementing the technology. Leading services partners have deep technical expertise, often from the certified technical architects that thrive in the SFDC services ecosystem. They help design the right way to implement the solution, and they configure the solution to meet business needs. They have deep pockets of Force.com expertise (including Heroku’s Ruby on Rails and Java support) to extend and customize the solution. And they are leading providers of integration solutions, helping clients to integrate SFDC into other cloud, packaged, and custom solutions. In many cases, they have partnerships with leading SFDC integration partners such as Informatica, Dell Boomi, and IBM WebSphere Cast Iron Cloud Integration; they also have their own integration tools and assets for prebuilt integrations. ■ Managing change across business users. Successful salesforce.com deployments require significant change management for most organizations. They must take a new approach to solution governance, often allowing the business to take more responsibility for applications. They take advantage of a significantly faster pace of innovation, both from the vendor-delivered upgrades as well as the faster-to-deploy configurations and customizations they drive. Third- party services firms — especially the Big-Four and former Big-Four types such as Deloitte, Accenture, PricewaterhouseCoopers, and IBM — can help with new organizational structures and new processes that align with the new technology as well as the general changes required to get value out of SaaS solutions. ■ Supporting the application longer term. While salesforce.com subscriptions include vendor support, many organizations need something more tailored to their own processes and their specific customizations and integrations. Also, organizations with more complex salesforce.com deployments roll the help-desk- and break/fix-style support into a larger support structure that includes salesforce.com and other packaged, custom, or cloud applications. Some of the services providers, such as Bluewolf, offer ongoing support focused on continuous improvement and innovation for salesforce.com; others — such as Cognizant and Wipro — focus on improvement but with more of a classic help desk and break/fix model. Salesforce.com Services Buyers Must Navigate A Crowded And Fast-Moving Landscape Organizations looking for third-party expertise in salesforce.com face a crowded and fast- moving landscape of provider options. We’ve seen many new market entrants in the past few
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