DXC's blended Salesforce services approach lands it in Nelson Hall Leader Quadrant

Author:

Nelson Hall

"DXC has its Salesforce (SFDC) capabilities within its Enterprise and Cloud Apps service line. The company has positioned its capabilities between, on one side, the large-scale vendors with a consulting background (e.g., Accenture, Deloitte, and PwC), and on the other side the India-headquartered firms. DXC intends to, therefore, combine consulting
capabilities, onshore presence, and also a global delivery network.

DXC is focusing on post-implementation services, targeting in its customer base, organizations that have completed their first Cloud implementation (mostly CRM/Sales Cloud) and need to fine-tune the implementation, focusing on business process standardization, and using new functionality brought by SFDC.

The company is balancing the development of its workforce and is somewhat shifting its hiring effort onshore. For instance, in the U.S., DXC wants to rebalance its onshore/onsite presence from 30% of all personnel to 40%.

Also, a key element in the SFDC strategy of DXC is to bring "blended services", offerings involving DXC's nine service lines.

An example of this blended service approach is around digital transformation, and in particular around UX; looking at re-engineering business processes of the customers, and taking where possible a consulting-led approach. This service involves several units within DXC, including DXC Consulting, and its SFDC capabilities.

Another example of this blended service approach is DXC working with the BPS service line, to provide joint customer management services (i.e., call center services) along with the underlying technology (i.e., Service Cloud).

DXC stresses its partnership with SFDC is multi-tiered with DXC being an IT services partner, a business process partner (see paragraph above), and also an ISV partner (for its Omnichannel for Insurance software product). DXC is also a significant user of SFDC applications and has 3k personnel using Sales Cloud internally.

Finally, DXC highlights that acquisitions are part of its SFDC development strategy. The company acquired in October 2017 the shared service center, LLX Global Business Services, of a luxury holding, Jab Luxury based in Switzerland. The shared service center LLX had 90 employees, mostly in Switzerland, and also in the U.K. and APAC. It provided F&A BPS,
Salesforce Commerce Cloud, and creative design services."

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