US Companies Seek Providers to Help Manage Enterprise Use of Salesforce

ISG Provider Lens Report Sees Demand in the US for Vendors to Help Companies Deploy and Consolidate Their Salesforce Installations

US enterprises using Salesforce CRM tools are looking for vendors to help them keep up with continuous product rollouts and to consolidate their disparate installations across the company, according to a new report published today by Information Services Group, a leading global technology research and advisory firm.

The ISG Provider Lens 2019 Salesforce Ecosystem Report for the US finds enterprises seeking Salesforce implementation vendors to help them consolidate Salesforce Sales Cloud and Service Cloud installations that have been deployed across the company over several years.

Many Salesforce customers see partnerships with experienced implementation partners as an essential part of their Salesforce deployments, said Esteban Herrera, partner and global leader of ISG Research. In addition to consolidation, vendors “can help enterprises complete rapid implementations that can start with limited functional scope and then be enhanced over time,” he said.

U.S. enterprises often have functional requirements that lead to multi-cloud implementations of Salesforce tools, the report noted. To be successful, vendors must be able to support several Salesforce products, including the most mature, Sales Cloud and Service Cloud.

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Many enterprises also have complex systems into which Salesforce needs to be integrated, the report added. Implementation vendors need to have a well-developed model that considers enterprises’ specific requirements, the report said. Many vendors offer a modified agile methodology that includes elements of a phased deployment and project scoping model.

Salesforce implementation vendors generally break down into two basic types, the report said. One group of providers has a strong focus on system integration and offers capabilities on technologies in addition to Salesforce. The second group focuses mainly on Salesforce core functionalities, and often offers an agile approach to implementation. This second group is often composed of smaller but highly specialized vendors that are focused on Salesforce products.

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The ISG Provider Lens 2019 Salesforce Ecosystem Report for the US evaluates the capabilities of 23 providers that offer Salesforce Sales Cloud and Service Cloud support. Accenture, Appirio, Bluewolf, Capgemini, Cognizant, Deloitte, Infosys, Magnet360, NTT DATA and PwC are named as leaders.

In addition, the report evaluates apps published through the Salesforce AppExchange Store, recommending 20 apps for cross-industry use, 10 apps for healthcare organizations and 10 apps for manufacturing companies.

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