capture share report global salesforce.com systems integration … · 2015-09-14 · overview of...

September, 2014 Phil Hassey CEO capioIT

Capture Share Report

Global salesforce.com Systems Integration and

Services Providers

Capture Understand Collaborate Innovate


Global salesforce.com Systems Integration and Services Providers

© 2014 capioIT www.capioit.com 2


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Executive Summary 3

Methodology and Definition 8

Global salesforce.com Systems Integration and Services Provider

Overview of Market Conditions and Unique Characteristics 11

Global salesforce.com Systems Integration and Services Capture

Share Key Findings 15

Global salesforce.com Systems Integration and Service

Vendor Breakdown 24

Final Takeaways 41

Appendix - Detailed Methodology 43

Executive Summary



______________________________________________________________________________________________________________________________

• The salesforce.com services ecosystem is still maturing, alongside

the salesforce.com platform.

• This report highlights the undeniable fact that winners in the space

have been those vendors who had an early recognition of the

potential of the salesforce.com opportunity and as a result have built

deep teams of capability and global coverage. For many this global

coverage is driving salesforce.com efforts to boost global reach and

influence.

• Accenture is the clear leader in the global salesforce.com Systems

Integration and Services Partner marketplace. It was early to invest

in specific salesforce.com capability and has maintained this

strength.

Executive Summary



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• There was a time in the early history of salesforce.com that people

considered SaaS and services to be an oxymoron. Those days have

receded and are not coming back. The increase depth and

complexity of the salesforce and other SaaS platforms has resulted

in a significant requirement for SI services and solutions.

• Accenture has a significantly larger number of certified

salesforce.com professionals than other vendor. According to

salesforce.com information, it has 250% more resources than any

other provider.

• One of the critical keys to the Accenture success in the

salesforce.com space is that it established a salesforce and cloud

SaaS provider practice early. This has placed capability front and

centre within the organisation.

Executive Summary



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• The other leaders typically come from a SI background, but three

have a distinct history.

• Deloitte and Capgemini are traditional SI’s albeit with interesting

histories and geographic imbalances. They have invested quickly in

salesforce.com and are looking to expand to other platforms

• Bluewolf, Cloud Sherpas and Appirio are the surprise packets of the

analysis. They all focus on providing in the cloud services for clients.

Strengths lie in platforms such as Google, not just salesforce.com.

This born in the cloud approach has removed the legacy baggage

that impacts so many traditional services vendors in a new space.

• Success in the salesforce.com environment requires repeatable

assets.

• Each firm has its own differentiation and focus, they compete

aggressively but also can act as a unified counter to legacy vendors

from a thematic perspective

Executive Summary



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• The remaining vendors in the study have not yet fully come to terms

with the requirements of dealing with a salesforce.com and SaaS

Systems Integration environment.

• This is not to say that these vendors are not investing, they typically

are but they have not been able to give it the required priority

internally, and at the same time convince customers of their merit.

• Some vendors have also taken the approach that they cannot

spread themselves too thin. This cautious approach to investment

will work in the short term, but as the salesforce.com and related

SaaS ecosystem matures, catch up will be difficult.

• It is a similar situation to offshore outsourcing. Early adopters (IBM,

Accenture and of course Indian based vendors) were able to

transition much rapidly than laggards such as Fujitsu, CSC and NTT





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Executive Summary 3







Vendor Breakdown 24

Final Takeaways 41


Top Line Methodology



______________________________________________________________________________________________________________________________

• Capture Share reports are based on the analysis of 17 key

capabilities and attributes of Services providers. These attributes

are focused in two key areas, Transform and Leverage.

• In order to integrity of the analysis and data, the individual attributes

are weighted in percentage terms on the basis of the overall

influence for the Transform and Leverage capabilities.

• Clearly data and process integrity are a critical component of a

report of this type. It is fundamental that the data be valid and

untarnished. To help ensure this, all information for the

measurement and assessment of these attributes comes from a

range of sources to ensure a range of opinions. Sources of

information include salesforce.com users, salesforce.com, vendor

briefings and meetings, media sources, the IT solutions ecosystem

and specific end-user feedback.

• A full methodology is highlighted at the end of this report.

Market Definitions



______________________________________________________________________________________________________________________________

• The salesforce.com Systems Integration and Services market

providers typically offer the following services

• Design

• Change Management

• Architectural Support

• Implementation

• Management (release/upgrade integration)

• Configuration and Customisation

• Data Integration

• Application Integration

• Data Quality and Governance





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Executive Summary 3


Global salesforce.com Systems Integration and Services

Provider Overview of Market Conditions and Unique

Characteristics 11




Vendor Breakdown 24

Final Takeaways 41


Salesforce.com Certification Resources



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• As the table highlights there is

a significant variation in the

number of certified

professionals across the

organisations included in the

capture share report.

• Clearly Accenture dominates.

• Following Accenture there are

a cluster of vendors including

Deloitte and Cognizant.

• The SaaS specialists rank in

the middle of the table but in

relative terms they are highly

centric towards salesforce.

Vendor

Salesforce

Certified

Resources

Accenture 1652

Deloitte 640

Cognizant 604

TCS 594

Wipro 505

Capgemini 407

Appirio 356

Cloud Sherpas 332

Bluewolf 309

Infosys 256

IBM 247

HCL 247

NTT 242

Fujitsu 99

Impact of SaaS and Cloud Integrators



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• The most dramatic aspect of the salesforce.com market is the

impact of the emerging SaaS focused vendors, most notably

• Bluewolf – 1st ever salesforce.com partner

• Cloud Sherpas – significant acquisition, merger and

integration to build scale

• Appirio – leverage a unique crowd sourcing model to drive

scale

• Whilst these three vendors all have differentiated models, they

have together and alone disrupted legacy vendors and

managed to drive into the enterprise

• They also have significant strength in a range of SaaS platforms

such as Google.

• Collectively there is the opportunity for these firms to disrupt in

the same manner as the Indian based offshore vendors did from

2000.


Impact of SaaS and Cloud Integrators



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• In April 2014 - (less than 1000 employees) had more

salesforce.com integration job openings than these firms combined

• Simply put 1,000 employee firm can disrupt firms with 800,000

employees

• A comparison is Trinidad and Tobago generating more jobs than

China in manufacturing





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Executive Summary 3




Global salesforce.com Systems Integration and Services

Capture Share Key Findings 15


Vendor Breakdown 24

Final Takeaways 41


Capture Share Report - Global salesforce.com Systems

Integration and Services Partners – Core Findings

15 Prepared by capioIT 17/09/2014

IBM

Bluewolf

Cloud Sherpas

Accenture

Appirio

Deloitte

TCS

Infosys

Capgemini

Wipro

Cognizant

Fujitsu NTT

HCL

Tra

ns

form

Leverage

Transform Focus

Leverage Focus

Market Maker

Market Developer

Critical Findings Capture Share - Market Makers



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• There are six vendors ranked as Market Makers in the

salesforce.com SI and Services Providers Capture Share.

• Of these, Accenture is the clear market leader in largely based upon

scale and depth of capability

• The remaining five leaders (in order)

• Bluewolf

• Deloitte

• Cloud Sherpas

• Appirio

• Capgemini

• All of these vendors have demonstrated depth in capability for the

salesforce.com marketplace and each is differentiated in key user

requirements

Leverage Ratings for salesforce.com SI and Services Providers



______________________________________________________________________________________________________________________________

• This section outlines the leverage scores for selected vendors in the salesforce.com SI and Services market

• The average score or rating is 6.4. Accenture clearly had the highest score at 7.8. It was by followed by Cloud Sherpas, Deloitte, Appirio, Capgemini and Bluewolf who all scored between 6.98 to 7.27. Fujitsu and NTT are the laggards with a rating of 5.17 and 5.13 respectively.

• This is a stark reminder of the binary nature of the salesforce SI and services ecosystem.

Vendor

Average Leverage

Score

Accenture 7.76

Cloud Sherpas 7.17

Deloitte 7.06

Appirio 7.05

Capgemini 6.98

Bluewolf 6.98

TCS 6.63

Wipro 6.47

Cognizant 6.43

IBM 5.75

Infosys 5.48

HCL 5.42

Fujitsu 5.17

NTT 5.13

Average 6.39

Transform Ratings for salesforce.com SI and Services Providers



______________________________________________________________________________________________________________________________

• This section outlines the leverage scores for selected vendors in the salesforce.com SI and Services market

• The average score or rating is 6.7. Accenture clearly had the highest score at 7.8. It was by followed by Bluewolf at 7.7, Deloitte 7.5 and Appirio at 7.3. HCL and IBM are clearly the laggards on this measure.

• The difference between those vendors above average, and those below highlight the divergence in the market reflecting the immaturity.

Vendor

Average Transform

Score

Accenture 7.80

Bluewolf 7.70

Deloitte 7.47

Appirio 7.27

Cloud Sherpas 7.19

Capgemini 6.90

TCS 6.55

Cognizant 6.40

Infosys 6.35

Wipro 6.15

Fujitsu 6.10

NTT 6.10

HCL 5.77

IBM 5.62

Average 6.67

Leverage to Transform ratio for salesforce.com SI and Services

Providers



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• The Leverage To Transform Ratio

highlights the overall strength of a

Service provider.

• A negative delta indicates firms

have a stronger transform

capability. A positive delta indicates

a stronger leverage capability.

• A high delta percentage indicates

an imbalanced capability between

the ability to transform a client and

leverage capabilities.

• capioIT, believe that a delta score

over +/- 5% is of significant concern

for a vendor in getting the balance

of its business correct.

Vendor

Leverage to

Transform Ratio

NTT -15.9%

Fujitsu -15.2%

Infosys -13.7%

Bluewolf -9.4%

HCL -6.1%

Deloitte -5.5%

Appirio -3.0%

Accenture -0.5%

Cloud Sherpas -0.3%

Cognizant 0.5%

Capgemini 1.2%

TCS 1.2%

IBM 2.3%

Wipro 5.2%





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Executive Summary 3







Vendor Breakdown 24

Final Takeaways 41


Capture Share - Vendor Analysis and Insight



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• The following section highlights the performance of each vendor

included in the study to further understand their strengths and

weaknesses.

• The relative capability is also highlighted. For firms that score above

the overall average, this is highlighted by a +

• Conversely, firms that score below the average are highlighted by a

–

• Where firms scores can not be split, indication of relative strength or

weakness is highlighted by the distance from the average for all

firms. That is, relatively higher scores are indicated as strengths.

Relatively lower scores are indicated as weaknesses.

Capture Share - Vendor Analysis and Insight



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• If this provides identical results, values are then weighted by the

overall importance of each attribute. For example, if a firm has

identical scores for Strength of Brand and Ability to Influence the

External Market, the weighting of Leverage salesforce.com R&D at

15%, vs. 12% for Strength of Brand will indicate that Ability to

Influence the External Market would be listed as a strength or

weakness.

IBM Global salesforce.com Capabilities



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Capability Overview

• IBM is ranked as a market developer. It has not made significant investments in the

salesforce.com environment, in addition to the broader non IBM SaaS providers.

• It appears to have taken an approach of focusing services and investments outside

of saleforce.com and many other SaaS platforms. Clients will expect more and IBM

will suffer long term by lagging in investment as the market further matures.

Top Three Challenges

• Internal R&D –

• Certified salesforce.com skills –

• Global Solution Development –

Top Three Strengths

• In Country Geographic Reach +

• Country Strength +

• Solution Portfolio Depth +

Note + indicates a capability rated above the average

- indicates a capability rated below the average

Bold indicates Market Leader

Accenture Global salesforce.com Capabilities



______________________________________________________________________________________________________________________________

Capability Overview

• Accenture is ranked as a market maker and is the clear market leader for

global salesforce.com services.

• It has developed a history of investment in SaaS solutions led by

salesforce.com and has driven leadership across most aspects of the

salesforce.com ecosystem, in particular certification.



• Leverage salesfore.com R&D +

Salesforce.com platform

implementation +

Top Three Strengths

• salesforce.com solutions revenue +

• Certified salesforce.com professionals +

• Strength of Brand +




Bluewolf Global salesforce.com Capabilities



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Capability Overview

• Bluewolf is ranked as a market maker. Bluewolf is particularly strong in driving

business transformation for clients salesforce.com investments

• It’s history as the first integration partner of salesforce.com has been leveraged

and expanded to provide both thought leadership for clients but also

implementation expertise


• In Country Geographic Reach –

• Country Solution Development

• Industry Solution Development +

Top Three Strengths

• Leverage salesforce.com R&D +


• Salesforce.com platform

implementation +




Cloud Sherpas Global salesforce.com Capabilities



______________________________________________________________________________________________________________________________

Capability Overview

• Cloud Sherpas has rapidly grown in influence and importance through a range

of acquisitions in the US, Europe and Asia Pacific

• It is a Global Strategic Cloud Alliance Partner and has been increasing

investment in industry based solutions and expanding geographic capability


• Global Solution Development –

• Salesforce (selling team) strength –


Top Three Strengths

• Country Localisation +

• Internal R&D +

• Strength of Brand +




Deloitte Global salesforce.com Capabilities



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Capability Overview

• Deloitte is a particularly strong provider of salesforce.com services in the US

marketplace

• It has very successfully leveraged business relationships to drive a

transformational approach to salesforce.com capabilities


• Delivery Partnerships –

• Country Strength –


Top Three Strengths

• Global Solution Development +

• Salesforce.com ecosystem

partnership +





Appirio salesforce.com Capabilities



______________________________________________________________________________________________________________________________

Capability Overview

• Appirio is another cloud only services and solution provider that has a

transformational business model

• It is differentiated with its approach to skills management. It uses a

crowdsourcing model to provide scalability and innovation.


• In-country Geographic Reach –



Top Three Strengths

• Delivery Partnerships +

• Certified salesforce.com skills +

• Internal R&D +




Capgemini salesforce.com Capabilities



______________________________________________________________________________________________________________________________

Capability Overview

• Capgemini has is the leading European based salesforce.com integrator and

services provider. It was a relatively early investor in salesforce.com and other

as a service based platform and application providers.

• It has demonstrated strong outcomes when integrating across various SaaS

and legacy platforms


• Strength of Brand –

• In Country Geographic Reach –


Top Three Strengths


• salesforce (selling team) strength +

• salesforce.com ecosystem partnerships+




TCS salesforce.com Capabilities



______________________________________________________________________________________________________________________________

Capability Overview

• TCS was relatively slow to the market for salesforce.com services.

• It is leveraging the offshore model but has made increased investments in

asset based services to start to realise growth in the space


• In-country Geographic Reach –



Top Three Strengths

• Delivery Partnerships +

• Certified salesfoce.com skills +

• Internal R&D +




Infosys salesforce.com Capabilities



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Capability Overview

• Infosys has slightly lost its way in the past couple of years.

• The performance in the salesforce.com space reflects this. It has industry

strength in energy and utilities.


• Solution Portfolio Depth –


• Industry Solution Development –

Top Three Strengths


• Salesforce (selling team) strength +





Wipro salesforce.com Capabilities



______________________________________________________________________________________________________________________________

Capability Overview

• Wipro has been a quiet but competent salesforce.com business.

• It falls below the radar in comparison with other practices within Wipro,

particularly the SAP business.



• Internal R&D –


Top Three Strengths


• WW salesforce.com solutions

revenue +





Cognizant salesforce.com Capabilities



______________________________________________________________________________________________________________________________

Capability Overview

• Cognizant have strength in the salesforce.com practice in United States. It is a

mid-ranked provider overall

• In general it has not been as aggressive in the market as required and needs to

leverage existing relationships more explicitly in addition to geographic

expansion





Top Three Strengths



• Worldwide salesforce.com solutions

revenue +




Fujitsu salesforce.com Capabilities



______________________________________________________________________________________________________________________________

Capability Overview

• Fujitsu made an early foray into the salesforce.com ecosystem with the

acquisition of Okere in 2007.

• According to salesforce.com partner sites, it has the least number of certified

resources of any vendor included in the capture share report.




• Worldwide salesforce.com solutions

revenue –

Top Three Strengths


• In Country Geographic Reach +

• Leverage salesforce.com R&D +




NTT salesforce.com Capabilities



______________________________________________________________________________________________________________________________

Capability Overview

• NTT has made several steps around the salesforce ecosystem but taken a

more hands off approach to integrating the businesses.

• It has recently declared significant ambition to grow its revenue and doing this

will involve it making considerable investments in the salesforce.com and other

related SaaS providers.





Top Three Strengths



• Leverage salesforce.com R&D –




HCL salesforce.com Capabilities



______________________________________________________________________________________________________________________________

Capability Overview

• HCL is the laggard of the Indian based providers in terms of salesforce.com

expertise

• In combination with the CSC partnership launched earlier this year it is in a

position to accelerate growth and leverage industry depth and capability.


• Salesforce.com Ecosystem

Partnerships –



Top Three Strengths











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Executive Summary 3







Vendor Breakdown 24

Final Takeaways 41


Final Takeaways - Capture Share Report - Global

salesforce.com Systems Integration and Services Providers



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• Just as salesforce.com has been one of the most disruptive and

innovative vendors in the past 20 years, there is increasing

disruption and innovation in the SI and Services provider

environment.

• The service provider environment has matured considerably since

2012 with a combination of investments, consolidation and the

realisation that salesforce.com requires investment from an

integration point of view if the benefits are to be truly realised.

• Additionally, the ecosystem and platform that salesforce.com has

created has led to increasing complexity and business integration

requirements of salesforce.com customers. With the shift towards

wearables, the Internet of Things, and analytics this shift is only

going to increase in depth and complexity.

Final Takeaways - Capture Share Report - Global

salesforce.com Systems Integration and Services Providers



______________________________________________________________________________________________________________________________

• Accenture is the current leader in the marketplace. This is from both

a scale and a transformation/innovation perspective.

• What is relevant is the number of emerging providers such as

Bluewolf that have been able to build innovative businesses and

customer outcomes with a absolute focus on the SaaS ecosystem.

• Deloitte and Capgemini are the other leading traditional firms.

• The Indian based vendors in general lag in the salesforce.com

ecosystem. TCS and Cognizant are the strongest, but in general the

lack of investment in platforms and repeatable solutions is telling

• The final point to consider is that it is not too late. The market is still

maturing, and has considerable ways to go before it is even near

mature. Expect more disruption as the market redefines itself in the

next few years.





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Executive Summary 3







Vendor Breakdown 24

Final Takeaways 41


Top Line Methodology



______________________________________________________________________________________________________________________________

• Capture Share reports are based on the analysis of 17 key

capabilities and attributes of services providers. These attributes

are focused in two key areas, Transform and Leverage.

• In order to undertake the appropriate level of analysis and data

integrity, the individual attributes are weighted in percentage terms

on the basis of the overall influence for the Transform and Leverage

capabilities.

• Clearly data and process integrity are a critical component of a

report of this type. It is fundamental that the data be valid and

untarnished. To help ensure this, all information for the

measurement and assessment of these attributes comes from a

range of sources to ensure a range of opinions. Sources of

information include salesforce.com users, vendor briefings and

meetings, media sources, the IT solutions ecosystem and specific

end-user feedback.

Methodology – Transform Attributes



______________________________________________________________________________________________________________________________

• There has been nine attributes

identified by capioIT that

contribute to the measurement

of salesforce.com SI and

services provider leadership in

a market.

• As mentioned, these attributes

are all weighted to determine

their overall importance. The

weighting is highlighted in the

accompanying table .

• The following section defines

each Transform attribute

Attribute Weighting

Internal R&D 5%

Leverage salesforce.com R&D 15%

salesforce.com Ecosystem

Partnership 15%

Global Solution Development 5%

Industry Solution Development 15%

Country Solution Development 5%

salesforce.com Platform

Implementation 20%

Strength of Brand 12%

Ability to influence external market 8%

Total 100%




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• Internal R&D

– The depth of investment by an enterprise in salesforce.com related

Research and Development, linked with the successful development of

solutions and customer outcomes from the Research and Development

• Leverage salesforce.com R&D

– The ability to leverage salesforce.com Research and Development to

offer solutions for the enterprise. This requires development of solutions

and customer outcomes.

• salesforce.com Ecosystem Partnership

– The ability to develop, maintain and maximise value of partnerships with

other salesforce.com related entities to ensure customer outcomes

• Global Solution Development

– Development of globally relevant and differentiated service or solution

offerings




______________________________________________________________________________________________________________________________

• Industry Solution Development

– Development of industry based relevant and differentiated service or

solution offerings.


– Development of country (or sub-region) based relevant and

differentiated service or solution offerings.

• Salesforce.com platform Implementation

– Ability to provide infrastructure solutions for salesforce.com deployment

based upon a vendors, or partners hardware capabilities.

• Strength of Brand

– The strength and value of the brand to determine the scope of

awareness of the service provider and its offerings.

• Ability to influence external market

– The ability through thought leadership, executive engagement and

depth of proven delivery capability to influence the general and specific

direction of the saleforce.com solutions marketplace.

Methodology – Leverage Attributes



______________________________________________________________________________________________________________________________

• There are 8 attributes that

contribute to the measurement

of an IT solutions providers

ability to leverage capabilities

to provide scale and efficiency

to clients.

• These attributes are all

weighted to highlight their

overall importance. The

weighting is highlighted below.

• The following section defines

each Leverage attribute

Attribute Weighting

Global salesforce.com

solutions Revenue 10%

Solution Portfolio Depth 20%

Certified salesforce.com skills 25%

Country Strength 12%

Salesforce strength 8%

Delivery Partnerships 10%

In Country Geographic Reach 5%

Country localisation 10%

Total 100%




______________________________________________________________________________________________________________________________

• Global salesforce.com Solutions Revenue

– Estimation of total revenue for global salesforce.com solutions revenue

• Solution Portfolio Depth

– The depth of salesforce.com solutions portfolio and capability. Key

solution areas include

• Design

• Architectural Support

• Implementation

• Management (release/upgrade integration)

• Configuration and Customisation

• Data Integration




______________________________________________________________________________________________________________________________

• Certified salesforce.com resources

– The number of certified salesforce.com resources as per data from

salesforce.com and vendors

• Country Strength

– Salesforce.com capability in the various global markets. Key regions

and countries include

• USA

• Canada

• Australia and New Zealand

• UK

• Japan

• Germany




______________________________________________________________________________________________________________________________

• Salesforce Strength

– Depth of capability for the salesforce.com solutions sales force. This

is both from a commoditised solutions point of view as well as the

higher order consultative sales capabilities.

• Delivery Partnerships

– The depth and capability of salesforce.com delivery partnerships to

ensure high quality of delivery capability for customers

• In country Geographic Reach

– The ability to deliver national capability across geographically

dispersed markets such as Australia, USA, Canada

• Country Localisation

– The ability to provide local capabilities in country to acknowledge

local capabilities and requirements from a cultural, regulatory and

governance perspective.

Contact Information



______________________________________________________________________________________________________________________________

capioIT is an advisory firm focused on helping organisations to

understand emerging technology in emerging markets.

If you require further information, please contact Phil Hassey, CEO capioIT.

Phone: +61 (0) 422 231793

Email: [email protected]

Twitter: PHassey

Skype: phil.hassey

www.capioIT.com

26 Aboud Ave, Kingsford, NSW 2032, Australia

mailto:[email protected]?subject=capioIT Capture Point

capture share report global salesforce.com systems integration … · 2015-09-14 · overview of...

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