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2023 IT Sourcing Study BeLux PDF Free Download

2023 IT Sourcing Study BeLux PDF free Download. Think more deeply and widely.

P R E S E N T A T I O N F O R E C O N O C O M
1 4 F E B R U A R Y 2 0 2 3
F O R E C O N O C O M ’ S I N T E R N A L U S E O N L Y
2023
IT Sourcing Study
BeLux
The final report or any part of it may not be shared outside of your
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to clients on an individual basis (not to consultants). If someone
outside your organisation would like a copy of the report, please
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personalised copy.
Redistribution policy
Final Report
PowerPoint Presentation
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your organisation. You may show parts of the presentation to
clients on an individual basis (not to consultants). If someone
outside your organisation would like a copy of the presentation,
please refer them to us. Whitelane will then provide the client with
a personalised copy.
No part of the PowerPoint presentation or final report may be redistributed or used for
marketing purposes without the prior permission of Whitelane Research.
Agenda
1. Introduction and research methodology
2. IT sourcing and governance trends
3. IT service provider performance
4. Cloud provider performance
Introduction and research methodology
01
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 5
01
Introduction &
methodology
Research methodology
➢In order to be ranked in this report, service providers
must have at least 8 client evaluations for general
satisfaction.
➢In order to be ranked in the application,
infrastructure, workplace services, network and
telecommunications and cloud rankings, service
providers must have at least 7 client evaluations.
➢For the new 2023 IT domains (digital transformation
and security services), providers require a minimum
of 5 client evaluations.
➢The research findings are solely based on the data
received in the market study from the respondents
surveyed.
➢The IT outsourcing services under evaluation are
consumed by the respective country/region where
the study is conducted. The evaluations are not
weighted by any deal characteristics, such as the
annual contract value.
➢Whitelane Research is a completely independent
organisation.
More than 250 participants of
the top IT spending
organisations in the BeLux
region have evaluated over
650 unique IT sourcing
relationships and 1,000 cloud
sourcing relationships.
34 IT service providers and
12 cloud providers have been
evaluated and ranked based on
the opinion of their clients
(not on the opinion of
Whitelane Research).
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 6
Manufacturing, Chemicals, Consumer Goods
& Pharamaceuticals, 34%
Public Sector, 22%
Financial Services, 20%
Energy & Utilities, 7%
Other, 5%
Transport & Logistics, 4%
Telecommunications & Technology, 4% Retail, 4%
01
Introduction &
methodology
Profile of survey respondents
N=265
IT SOURCING STUDIES
END-USER EVENTS
BEST PRACTICES GROUPS
Unique and extensive annual IT sourcing studies surveying
CIOs of the largest IT spending organizations across Europe
about their opinion on their outsourcing plans and IT/cloud
service providers.
Our events programme offers access to a senior-level
network, presentations on sourcing topics and from
leading CIOs on their outsourcing journey, insights from the
service provider community, and exclusive networking
opportunities with like-minded corporate executives.
A forum exclusively for corporate executives who use
sourcing as a significant part of their business strategies,
allowing them to confidentially share ideas and
information about their sourcing relationships.
LONG/SHORTLIST ANALYST INPUT
Long/short list options based on market/country coverage
and provider performance at up to 2.000 European
organizations. Includes an in-depth presentation, analyst
report substantiating the options, and relevant research
reports.
An independent organisation
uniquely focused on IT sourcing
across Europe
Since 2013 Whitelane Research has conducted
annual IT sourcing studies across Europe. Our
study evaluates and ranks the leading IT and
cloud service providers based on key
performance indicators and by segment. The
study is considered one of the most
representative reports on the outsourcing
market.
IT sourcing trends
02
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 9
What are your organization's plans for the next two years with regard to outsourcing?
(Comparison with 2022)
2023 2022
34%
43%
14%
9%
44%
40%
6%
10%
We will outsource more There will be no change We will outsource less We don’t know yet
02
IT sourcing
trends
N=265 N=263
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 10
What are your organization's plans for the next two years with regard to outsourcing?
(10 year history –BeLux region)
42%
36%
47%
51% 50% 50%
42%
46% 44%
34%
40%
45%
39%
34% 36% 36% 36% 37%
40%
43%
10%
6% 8%
7%
9%
7%
14%
9%
6%
14%
8%
13%
6%
8%
5%
8%
8% 8%
10%
9%
2014 2015 2016 2017 2018 2019 2020 2021 2022 2023
We will outsource more There will be no change We will outsource less We don’t know yet
02
IT sourcing
trends
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 11
What are your organization's plans for the next two years with regard to outsourcing?
(By industry)
We will outsource more
There will be no change
We will outsource less
We don’t know yet
02
IT sourcing
trends
47%
39%
31%
18%
30%
33%
34%
27%
38%
28%
50%
55%
49%
48%
35%
55%
9%
6%
13%
9%
14%
11%
18%
14%
6%
28%
6%
18%
7%
8%
13%
5%
Other
Transport & Logistics
Telco & Technology
Retail
Public Sector
Manufacturing
Financial Services
Energy / Utilities
Manufacturing, Chemicals,
Consumer Goods & Pharmaceuticals
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 12
What are your organization's plans for the next two years with regard to outsourcing?
(By industry –comparison with 2022)
02
IT sourcing
trends
2023 2022
We will outsource more There will be no change We will outsource less We don’t know yet
3%
47%
39%
31%
18%
30%
33%
34%
27%
38%
28%
50%
55%
49%
48%
35%
55%
9%
6%
13%
9%
14%
11%
18%
14%
6%
28%
6%
18%
7%
8%
13%
Other
Transport & Logistics
Telco & Technology
Retail
Public Sector
Manufacturing, Chemicals, Consumer
Goods & Pharmaceuticals
Financial Services
Energy / Utilities
5%
5%
5%
5%
47%
57%
29%
25%
45%
47%
44%
25%
33%
38%
65%
50%
44%
37%
31%
63%
16%
17%
6%
25%
6%
11%
9%
13%
Other
Transport & Logistics
Telco & Technology
Retail
Public Sector
Manufacturing, Chemicals, Consumer
Goods & Pharmaceuticals
Financial Services
Energy & Utilities
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 13
+17%+10%+17% +9%+21%+14%
What kind of IT processes is your organization currently outsourcing
and considering to outsource (more)?
02
IT sourcing
trends
Outsourced and plans to outsource moreOutsourced, no plans to outsource more Not outsourced, but plans to outsource Not outsourced and no plans
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 14
What are your organization's plans for the next two years with regard to outsourcing?
(By country/region)
34%
32%
41%
44%
26%
40%
37%
32%
43%
34%
31%
34%
41%
35%
33% 34%
14%
11%
14%
12%
17%
10%
19% 18%
9%
23%
14%
10%
16% 15%
12%
16%
BeLux 2023 France 2022 Germany 2022 Netherlands 2022 Nordics 2022 Spain 2022 Switzerland 2022 UK 2022
We will outsource more There will be no change We will outsource less We don’t know yet
02
IT sourcing
trends
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 15
What are the reasons your organization is planning to outsource more?
2023
7%
14%
28%
33%
40%
42%
50%
61%
67%
More cost transparency
More financial flexibility
Business transformation
Improvement of service quality
Access to innovation
Cost reduction
More scalability to business needs
Focus on core business
Access to resources/talent
15%
15%
37%
43%
36%
40%
53%
50%
55%
7%
14%
28%
33%
40%
42%
50%
61%
67%
More cost transparency
More financial flexibility
Business transformation
Improvement of service quality
Access to innovation
Cost reduction
More scalability to business needs
Focus on core business
Access to resources/talent
12%
11%
-10%
-9%
-8%
2023
2022
02
IT sourcing
trends
Comparison with 2022
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 16
What are the reasons your organization is planning to outsource more?
(By industry)
02
IT sourcing
trends
Industry
Access to
resources/
talent
Focus on core
business
More scalability
to business
needs
Cost
reduction
Access to
innovation
Improvement
of service
quality
Business
transformation
More financial
flexibility
More cost
transparency
Financial Services
Manufacturing,
Chemicals,
Consumer Goods
& Pharmaceutical
Public Sector
Other
47%
54%
53%
38%
44%
29%
44%
33%
31%
38%
28%
38%
31%
17%
9%
4%
3%
8%
59% 45% 41% 41% 32% 14% 18% 5% 0%
58% 56% 44% 22% 31% 25% 19% 22% 8%
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 17
What factors are driving less outsourcing?
8%
10%
12%
16%
18%
20%
22%
41%
45%
63%
63%
Need to drive more nearshore/offshore via an in-sourced 'captive centre'
Regulatory compliance
Ability to focus more on innovation
Cyber security concerns
Other
Smoother business transformation
The challenge of working with providers in Agile/DevOps teams
Faster time-to-market and/or improved quality outcomes
Financially more attractive than outsourcing
Expect more team stability (less attrition within team) when insourcing
Need to build and retain own Intellectual Property to drive the business
02
IT sourcing
trends
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 18
Governance capabilities
Client perspective Service provider perspective
31%
20%
20%
26%
7%
13%
52%
63%
58%
59%
56%
61%
17%
17%
22%
15%
37%
26%
Cloud integration & governance
(Cyber)security management
Business relationship management /
demand forecasting
Transition & change management
Supplier selection and contracting
Sourcing strategy
74%
75%
50%
52%
13%
17%
26%
21%
41%
48%
79%
83%
9%
8%
Cloud integration & governance
(Cyber)security management
Business relationship management /
demand forecasting
Transition & change management
Supplier selection and contracting
Sourcing strategy
4%
With regard to your own organisation, how much improvement is
required for the following governance capabilities?
Overall, how much improvement is required by your clients
for the following governance capabilities?
Very significant improvement required Moderate improvement required No improvement required
02
IT sourcing
trends
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 19
Client/service provider relationship
How would your supplier rate you as a customer in terms of
easiness of working with? Overall, how easy are your clients to work with?
6%
0%
9%
25%
33%
24%
3%
N/A - I don't know
Very difficult to work with
Difficult to work with
Somewhat difficult to work with
Somewhat easy to work with
Easy to work with
Very easy to work with
4%
0%
0%
8%
58%
25%
4%
N/A - I don't know
Very difficult to work with
Difficult to work with
Somewhat difficult to work with
Somewhat easy to work with
Easy to work with
Very easy to work with
Client perspective Service provider perspective
02
IT sourcing
trends
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 20
Top 5 client IT investment areas in the next two years
1
2
3
Increase security, resilience
and/or cyber defence
Further automate business
processes
Migrate core business
applications to the cloud
4
5
Save costs
Further develop/acquire
solutions and services to get
more out of (big) data
02
IT sourcing
trends
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 21
Top 3 client IT investment areas in the next two years (By industry) 02
IT sourcing
trends
Financial
Services
Manufacturing, Chemicals,
Consumer Goods & Pharmaceuticals
Public
Sector Other
1
Increase security,
resilience and/or
cyber defence
Increase security,
resilience and/or
cyber defence
Increase security,
resilience and/or
cyber defence
Increase security,
resilience and/or
cyber defence
2
Further automate
business processes
Further automate
business processes
Further automate
business processes
Further automate
business processes
3
Migrate core
business
applications to the
cloud
Migrate core
business
applications to the
cloud
Save costs
Migrate core
business
applications to the
cloud
64%69%67%
47%
46%
62%
39%
52%
48%
70%
54%
45%
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 22
Outsourcing delivery model
15%
6%
19%
65%
56%
58%
20%
39%
23%
Offshore
Nearshore
Onshore
It will decrease No change It will increase
In what way are you thinking of changing the mix of your
outsourcing delivery model?
In what way are your clients changing the mix of their
outsourcing delivery model?
Client perspective Service provider perspective
39%
17%
22%
30%
44%
39%
70%
39%
Offshore
Nearshore
Onshore
02
IT sourcing
trends
IT service provider performance
General satisfaction
03
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 24
Number of IT sourcing relationships evaluated
More than 650 IT sourcing relationships have been evaluated, enabling us to rank the top 34
IT sourcing providers in the BeLux region
03
General
satisfaction
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 25
General satisfaction across all IT sourcing relationships (Overall)
1% 3%
4%
23%
52%
16%
N=652
03
General
satisfaction
Very unsatisfied
Unsatisfied
Somewhat unsatisfied
Somewhat satisfied
Satisfied
Very satisfied
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 26
General satisfaction with service providers: BeLux 2023 03
General
satisfaction
KEY TO SCORES
Very unsatisfied 0%
Unsatisfied 20%
Somewhat unsatisfied
40%
Somewhat satisfied 60%
Satisfied 80%
Very satisfied 100%
# evaluations
# evaluations
2023 Ranking: Providers 1-18 2023 Ranking: Providers 19-34
Strong performers
The ranking of these
service providers is above
the market average.
55%
58%
60%
60%
65%
68%
68%
69%
69%
71%
71%
72%
72%
73%
73%
73%
Verizon
Tech Mahindra
Fujitsu
Orange Business Services
BT
Ordina
Cognizant
Atos
IBM
Accenture
Delaware
NRB
Proximus
Sopra Steria
HCLTech
NTT
75%
75%
75%
76%
76%
76%
76%
76%
77%
78%
78%
78%
79%
80%
82%
83%
84%
85%
CGI
Capgemini
Telenet
PwC
Wipro
Kyndryl
DXC Technology
Infosys
Econocom
Orange Cyber Defence
Deloitte
Inetum-RealDolmen
Cronos
Cegeka
GTT
TCS
Hexaware
Computacenter
Average = 73%
Exceptional performers
The ranking of these
service providers is above
the typical spread of the
market (outside of the
standard deviation).
12
9
24
9
38
29
32
21
17
13
11
27
16
10
9
17
28
8
33
11
11
37
31
20
26
17
49
13
8
8
9
14
9
8
Orange Cyberdefense
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 27
55%
58%
60%
60%
65%
68%
68%
69%
69%
71%
71%
72%
72%
73%
73%
73%
75%
75%
75%
76%
76%
76%
76%
76%
77%
78%
78%
78%
79%
80%
82%
83%
84%
85%
Verizon
Tech Mahindra
Fujitsu
Orange Business Services
BT
Ordina
Cognizant
Atos
IBM
Accenture
Delaware
NRB
Proximus
Sopra Steria
HCLTech
NTT
CGI
Capgemini
Telenet
PwC
Wipro
Kyndryl
DXC Technology
Infosys
Econocom
Orange Cyber Defence
Deloitte
Inetum-RealDolmen
Cronos
Cegeka
GTT
TCS
Hexaware
Computacenter
Orange Cyberdefense
63%
66%
67%
68%
70%
70%
70%
72%
73%
73%
74%
74%
74%
75%
75%
75%
76%
76%
77%
78%
78%
78%
78%
78%
79%
80%
81%
83%
83%
85%
86%
Verizon
BT
Proximus
Kyndryl
Tech Mahindra
Orange Business Services
NTT
Inetum-Realdolmen
CGI
IBM
Capgemini
DXC Technology
Infosys
Sopra Steria
Econocom
Fujitsu
HCL
Cognizant
Telenet
Wipro
Accenture
Atos
NRB
GTT
Delaware
Cronos
Cegeka
TCS
Deloitte
Hexaware
Computacenter
General satisfaction with service providers: BeLux
(Comparison with 2022)
2023 2022
73% 75%
-1%
-1%
0%
4%
-1%
-1%
6%
-5%
N/A
2%
2%
2%
8%
-2%
N/A
-2%
1%
2%
3%
-3%
-2%
5%
-6%
-8%
-7%
-4%
-9%
-8%
N/A
-1%
-10%
-15%
-12%
-8%
03
General
satisfaction
Delta with 2022
# evaluations
# evaluations
12
9
24
9
38
29
32
21
17
13
11
27
16
10
9
17
28
8
33
11
11
37
31
20
26
17
49
13
8
8
9
14
9
8
10
8
14
21
28
20
20
10
29
42
24
8
14
10
14
15
11
11
10
23
22
16
8
26
24
8
8
12
30
10
8
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 28
General satisfaction with service providers: BeLux
(Detailed satisfaction)
25%
7%
11%
13%
13%
6%
3%
11%
7%
11%
8%
8%
8%
10%
3%
22%
14%
8%
8%
4%
5%
10%
8%
6%
25%
33%
29%
22%
25%
13%
23%
22%
53%
23%
25%
10%
24%
45%
45%
15%
50%
50%
33%
36%
56%
63%
75%
62%
51%
47%
58%
40%
61%
57%
45%
45%
73%
25%
7%
10%
8%
20%
13%
8%
9%
9%
3%
25%
Verizon
Tech Mahindra
Fujitsu
Orange Business Services
BT
Ordina
Cognizant
Atos
IBM
Accenture
Delaware
NRB
Proximus
Sopra Steria
HCLTech
NTT
CGI
03
General
satisfaction
Somewhat unsatisfied
UnsatisfiedVery unsatisfied Somewhat satisfied Satisfied Very satisfied
# evaluations
12
9
24
9
38
29
32
21
17
13
11
27
16
10
9
17
28
# evaluations
8
33
11
11
37
31
20
26
17
49
13
8
8
9
14
9
8
4%
10%
4%
3%
5%
4%
11%
9%
8%
5%
3%
25%
35%
22%
20%
31%
19%
27%
31%
35%
10%
34%
10%
16%
22%
13%
11%
17%
50%
53%
78%
40%
56%
33%
36%
31%
41%
76%
41%
59%
47%
44%
63%
56%
42%
18%
12%
30%
13%
33%
27%
31%
24%
10%
25%
24%
32%
33%
25%
33%
42%
Capgemini
Telenet
PwC
Wipro
Kyndryl
DXC Technology
Infosys
Econocom
Orange Cyber Defence
Deloitte
Inetum-RealDolmen
Cronos
Cegeka
GTT
TCS
Hexaware
Computacenter
Orange Cyberdefense
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 29
General satisfaction with service providers: BeLux
(Three-year comparison)
03
General
satisfaction
72%
78%
70%
84%
80%
71%
81%
74%
85%
85%
85%
74%
74%
75%
83%
72%
80%
81%
78%
83%
85%
86%
76%
76%
77%
78%
78%
79%
80%
82%
83%
84%
85%
DXC Technology
Infosys
Econocom
Deloitte
Inetum-RealDolmen
Cronos
Cegeka
GTT
TCS
Hexaware
Computacenter
78%
69%
78%
71%
76%
68%
71%
76%
78%
67%
75%
76%
70%
73%
74%
77%
78%
68%
72%
72%
73%
73%
73%
75%
75%
75%
76%
76%
NRB
Proximus
Sopra Steria
HCLTech
NTT
CGI
Capgemini
Telenet
Wipro
Kyndryl
68%
80%
77%
73%
76%
71%
78%
70%
79%
78%
63%
70%
75%
70%
66%
76%
78%
73%
78%
79%
55%
58%
60%
60%
65%
68%
69%
69%
71%
71%
Verizon
Tech Mahindra
Fujitsu
Orange Business Services
BT
Cognizant
Atos
IBM
Accenture
Delaware
2023
2022
2021
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 30
77%
71%
73%
74%
80%
Other
Public Sector
Manufacturing
Financial Services
General satisfaction score per industry sector: Econocom BeLux
03
General
satisfaction
Econocom score
Average score
Manufacturing, Chemicals,
Consumer Goods &
Pharmaceuticals
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 31
If you are working in the private sector, will you conduct the renewal process via
negotiation with the existing vendor or run a competitive process?
50%
38%
14%
11%
25%
50%
38%
27%
59%
50%
30%
27%
42%
55%
27%
33%
50%
38%
57%
56%
25%
50%
38%
39%
24%
27%
35%
30%
28%
18%
55%
33%
50%
25%
29%
33%
50%
23%
35%
18%
23%
35%
43%
31%
27%
18%
33%
50%
Verizon
Tech Mahindra
Fujitsu
Orange Business Services
BT
Ordina
Cognizant
Atos
IBM
Accenture
Delaware
NRB
Proximus
Sopra Steria
HCLTech
NTT
CGI
N/A - I'm not sure
Directly run a competitive processFirst, negotiate with the existing vendor
03
General
satisfaction
29%
47%
33%
20%
50%
46%
36%
58%
47%
24%
52%
29%
54%
44%
61%
56%
75%
50%
24%
44%
50%
31%
27%
45%
8%
24%
48%
24%
25%
16%
44%
26%
11%
21%
29%
22%
30%
19%
27%
18%
33%
29%
29%
24%
46%
30%
11%
13%
33%
25%
Capgemini
Telenet
PwC
Wipro
Kyndryl
DXC Technology
Infosys
Econocom
Orange Cyber Defence
Deloitte
Inetum-RealDolmen
Cronos
Cegeka
GTT
TCS
Hexaware
Computacenter
Orange Cyberdefense
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 32
How would you characterize the attrition rates (turnover) with regard to the
personnel of your service provider?
22%
8%
25%
38%
25%
8%
37%
47%
32%
10%
48%
26%
50%
29%
57%
29%
22%
46%
25%
13%
25%
31%
37%
27%
48%
75%
24%
46%
30%
27%
35%
29%
33%
23%
13%
13%
54%
10%
7%
12%
5%
14%
3%
10%
45%
16%
71%
22%
23%
38%
50%
38%
8%
16%
20%
8%
10%
14%
26%
10%
27%
19%
14%
Verizon
Tech Mahindra
Fujitsu
Orange Business Services
BT
Ordina
Cognizant
Atos
IBM
Accenture
Delaware
NRB
Proximus
Sopra Steria
HCLTech
NTT
CGI
03
General
satisfaction
High
MediumLow N/A - I'm not sure
19%
19%
29%
30%
38%
4%
31%
35%
47%
38%
36%
30%
22%
5%
33%
67%
52%
31%
29%
40%
44%
44%
22%
38%
24%
16%
28%
29%
35%
44%
64%
33%
25%
15%
6%
10%
20%
78%
31%
12%
16%
16%
14%
8%
23%
11%
15%
44%
43%
20%
19%
32%
29%
21%
19%
21%
27%
33%
9%
22%
8%
Capgemini
Telenet
PwC
Wipro
Kyndryl
DXC Technology
Infosys
Econocom
Orange Cyber Defence
Deloitte
Inetum-RealDolmen
Cronos
Cegeka
GTT
TCS
Hexaware
Computacenter
Orange Cyberdefense
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 33
Which service providers (that you are currently not using) would you consider
doing business with in the future?
03
General
satisfaction
Top 5
•Deloitte
•Cegeka
•Accenture
•Cronos
•Capgemini
N=204
21
38
26
29
28
33
17
37
9
24
N/A
49
17
8
20
32
14
13
27
9
17
11
12
11
10
13
11
8
8
9
16
31
9
N/A
9
N/A
N/A
N/A
8
N/A
8%
8%
8%
9%
9%
9%
10%
10%
10%
11%
12%
14%
14%
14%
14%
17%
22%
23%
24%
25%
Orange Business Services
DXC Technology
Cognizant
Fujitsu
Inetum-RealDolmen
Delaware
Ordina
IBM
Atos
EY
TCS
PwC
Proximus
Orange Cyber Defence
NTT
Capgemini
Cronos
Accenture
Cegeka
Deloitte
2%
3%
3%
3%
3%
3%
3%
4%
4%
4%
4%
4%
4%
7%
7%
7%
7%
7%
8%
8%
LTI
Verizon
T-Systems
EPAM
Thales
Tech Mahindra
AT&T
GTT
NRB
Kyndryl
Hexaware
CGI
BT
Infosys
Econocom
Wipro
Sopra Steria
Computacenter
HCL
Telenet
Orange Cyberdefense
03 IT service provider performance
General satisfaction by country/region
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 35
55%
63%
64%
65%
66%
66%
66%
67%
70%
70%
72%
73%
73%
73%
74%
74%
77%
78%
78%
80%
87%
T-Systems
Centric
Tech Mahindra
Fujitsu
DXC Technology
Infosys
KPN
IBM
Sogeti
Atos
Ordina
Deloitte
HCL
Cognizant
Accenture
Cegeka
Capgemini
Conclusion
Wipro
CGI
TCS
63%
63%
64%
65%
66%
70%
70%
70%
73%
74%
75%
75%
75%
75%
75%
76%
76%
77%
80%
80%
80%
86%
DXC Technology
Fujitsu
Centric
Infosys
IBM
Cegeka
Atos
KPN
Deloitte
T-Systems
Ordina
Cognizant
Tech Mahindra
Kyndryl
Accenture
Sogeti
Capgemini
Conclusion
Wipro
HCL
CGI
TCS
General satisfaction with service providers: Netherlands
(Comparison with 2021)
2022
Delta with 2021
# evaluations
# evaluations
73% 71%
29
23
10
12
15
33
9
26
8
8
23
11
10
9
20
22
25
13
13
14
14
23
19
19
10
8
26
21
20
15
9
8
13
20
8
15
33
10
18
13
9
18
8
-1%
0%
7%
2%
-1%
-1%
6%
1%
8%
11%
2%
3%
19%
0%
4%
0%
-4%
-1%
-1%
1%
-2%
-3%
03
General
satisfaction
2021
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 36
60%
64%
65%
67%
68%
69%
70%
71%
71%
72%
72%
73%
73%
73%
74%
74%
76%
76%
80%
80%
85%
KMD
TietoEVRY
DXC Technology
NNIT
Atos
Capgemini
Tech Mahindra
IBM
Cognizant
Sopra Steria
ATEA
Deloitte
CGI
Fujitsu
Wipro
HCL
LTI
Accenture
Basefarm
Infosys
TCS
62%
65%
66%
66%
67%
68%
68%
68%
69%
69%
71%
71%
72%
72%
73%
73%
75%
76%
77%
78%
78%
80%
82%
TietoEVRY
Atos
Kyndryl
GTT
KMD
NNIT
DXC Technology
IBM
Tech Mahindra
Fujitsu
CGI
Wipro
Capgemini
ATEA
Deloitte
HCL
Sopra Steria
Cognizant
LTI
Basefarm
Infosys
Accenture
TCS
General satisfaction with service providers: Nordics
(Comparison with 2021)
2022
Delta with 2021
# evaluations
# evaluations
72% 72%
54
43
19
9
18
28
11
33
8
23
33
20
55
17
15
19
31
8
11
10
14
12
57
56
13
10
51
19
31
20
26
57
8
23
12
22
35
12
40
15
11
26
83
12
-3%
4%
-2%
-2%
1%
5%
3%
-1%
0%
0%
3%
-3%
-2%
-4%
-1%
-3%
3%
1%
7%
N/A
-5%
-3%
-2%
03
General
satisfaction
2021
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 37
60%
61%
62%
64%
65%
66%
68%
68%
69%
70%
70%
72%
73%
73%
73%
74%
75%
75%
76%
76%
79%
79%
79%
80%
80%
80%
83%
Capita
DXC Technology
IBM
Getronics
Sopra Steria
Atos
EY
BT
CGI
PwC
Tech Mahindra
Infosys
Capgemini
Deloitte
SCC
NTT DATA
Accenture
Mphasis
Fujitsu
Wipro
Cognizant
Computacenter
HCL
Coforge (NIIT)
Mindtree
Hexaware
TCS
63%
65%
68%
68%
69%
69%
69%
70%
72%
73%
73%
73%
74%
75%
75%
75%
75%
75%
76%
76%
78%
79%
79%
79%
81%
82%
Capita
Getronics
IBM
BT
NTT DATA
Mphasis
Kyndryl
DXC Technology
Sopra Steria
Capgemini
SCC
Infosys
Tech Mahindra
Wipro
Atos
Coforge
CGI
Accenture
Cognizant
Computacenter
Mindtree
HCL
Deloitte
Hexaware
Fujitsu
TCS
General satisfaction with service providers: United Kingdom
(Comparison with 2021)
2022
Delta with 2021
# evaluations
# evaluations
73% 72%
50
21
25
16
31
9
19
27
36
16
8
34
26
13
27
17
36
12
23
15
11
11
31
20
11
19
53
16
11
8
28
17
28
21
19
12
39
13
18
17
36
22
14
8
15
32
8
29
13
9
35
25
18
-1%
5%
-1%
6%
0%
-2%
-3%
-3%
0%
6%
-5%
9%
-1%
4%
1%
0%
0%
7%
9%
7%
-6%
-5%
0%
6%
1%
3%
03
General
satisfaction
2021
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 38
57%
67%
69%
72%
72%
75%
76%
76%
77%
77%
77%
78%
80%
80%
81%
IBM
DXC Technology
T-Systems
Wipro
Swisscom
Tech Mahindra
NTT DATA
Deloitte
Accenture
Infosys
HCL
Capgemini
EPAM
Cognizant
TCS
64%
67%
68%
69%
70%
72%
72%
73%
77%
77%
78%
78%
78%
78%
79%
79%
82%
82%
Atos
T-Systems
IBM
Kyndryl
Swisscom
NTT DATA
Deloitte
Computacenter
Tech Mahindra
HCL
Wipro
Accenture
Infosys
Cognizant
Capgemini
DXC Technology
EPAM
TCS
General satisfaction with service providers: Switzerland
(Comparison with 2021)
2022
Delta with 2021
# evaluations
# evaluations
74% 74%
30
10
20
15
12
20
25
16
18
12
8
10
10
25
14
18
12
9
27
11
10
13
19
19
23
10
10
8
21
13
13
18
23
1%
2%
12%
1%
-2%
1%
1%
6%
0%
2%
N/A
-4%
-4%
-2%
12%
11%
-2%
N/A
03
General
satisfaction
2021
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 39
68%
74%
75%
76%
78%
78%
78%
79%
80%
80%
83%
83%
83%
84%
84%
84%
84%
Evolutio
Telefónica
Sopra Steria
Indra
Inetum (Gfi/IECISA)
Capgemini
IBM
Atos
NTT DATA
Econocom
Ayesa
Accenture
Fujitsu
Deloitte
DXC Technology
T-Systems
Ibermática
65%
72%
73%
74%
75%
78%
78%
79%
79%
79%
79%
79%
80%
82%
82%
83%
84%
85%
85%
86%
Evolutio
Telefónica
Econocom
Atos
CGI
TCS
Indra
Ayesa
Sopra Steria
IBM
Kyndryl
Capgemini
Inetum
NTT DATA
Deloitte
Accenture
Ibermática
T-Systems
Fujitsu
DXC Technology
General satisfaction with service providers: Spain
(Comparison with 2021)
2022
Delta with 2021
# evaluations
# evaluations
79% 79%
40
20
21
37
39
23
70
58
37
24
21
16
15
56
8
8
28
9
56
11
35
25
43
22
20
45
16
10
64
35
30
36
50
56
22
51
10
2%
2%
1%
0%
0%
-2%
2%
2%
1%
1%
1%
4%
-4%
2%
N/A
N/A
-5%
-7%
-2%
-3%
03
General
satisfaction
2021
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 40
58%
60%
64%
67%
68%
73%
73%
74%
74%
74%
76%
76%
76%
77%
78%
80%
80%
81%
83%
83%
85%
Fujitsu
IBM
CGI
DXC Technology
Sopra Steria
T-Systems
Atos
Accenture
Infosys
Cognizant
PwC
Computacenter
Deloitte
HCL
Bechtle
Nagarro
Wipro
DATAGROUP
TCS
Capgemini
NTT DATA
63%
63%
65%
69%
69%
70%
71%
73%
73%
74%
74%
74%
75%
75%
76%
77%
78%
78%
78%
81%
82%
82%
Kyndryl
Atos
IBM
Fujitsu
Deloitte
Sopra Steria
T-Systems
Computacenter
Cognizant
Infosys
HCL
Wipro
Tech Mahindra
Accenture
CGI
Bechtle
PwC
DXC Technology
DATAGROUP
Capgemini
TCS
NTT DATA
General satisfaction with service providers: Germany
(Comparison with 2021)
2022
Delta with 2021
# evaluations
# evaluations
74% 74%
25
22
22
24
16
8
13
11
21
8
10
13
16
12
11
36
8
11
14
15
18
12
23
19
21
25
13
8
17
14
11
15
9
10
16
22
23
41
8
20
11
20
13
-3%
-1%
-2%
-3%
11%
2%
-1%
12%
1%
N/A
-6%
-3%
0%
-1%
-3%
-2%
2%
-7%
11%
5%
-10%
3%
03
General
satisfaction
2021
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 41
60%
60%
64%
68%
68%
68%
68%
68%
69%
69%
70%
71%
72%
73%
73%
73%
73%
75%
75%
76%
78%
84%
84%
Thales
Atos
SPIE
Groupe Neurones
Econocom
CGI
Sogeti
IBM
Sopra Steria
Cognizant
Deloitte
Fujitsu
Inetum (Gfi)
Infosys
Computacenter
Accenture
DXC Technology
SCC
LTI
Capgemini
Wipro
TCS
HCL
60%
61%
62%
62%
64%
65%
67%
68%
68%
68%
68%
71%
71%
73%
73%
73%
74%
76%
77%
78%
79%
81%
87%
SPIE
Computacenter
Cognizant
Atos
Deloitte
Thales
LTI
Groupe Neurones
CGI
Infosys
Inetum
IBM
Sopra Steria
Econocom
SCC
Kyndryl
Accenture
Fujitsu
Wipro
DXC Technology
Capgemini
HCL
TCS
General satisfaction with service providers: France
(Comparison with 2021)
2022
Delta with 2021
# evaluations
# evaluations
71% 71%
22
14
43
16
12
16
24
18
9
17
28
17
22
10
23
13
9
8
9
25
9
14
8
15
26
10
42
8
11
18
20
11
11
21
16
8
9
28
26
10
23
18
8
10
28
8
3%
-3%
3%
5%
-1%
5%
1%
5%
-2%
5%
2%
3%
-4%
-5%
0%
0%
-8%
5%
-6%
2%
-7%
-12%
-4%
03
General
satisfaction
2021
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 42
67%
71%
71%
71%
72%
72%
72%
72%
73%
74%
74%
75%
76%
76%
77%
77%
77%
78%
78%
79%
80%
84%
IBM
Sopra Steria
DXC Technology
Atos
Tech Mahindra
Econocom
CGI
T-Systems
Fujitsu
Infosys
Cognizant
Capgemini
Wipro
LTI
HCL
Inetum
Accenture
Deloitte
Computacenter
Hexaware
NTT DATA
TCS
70%
71%
71%
73%
73%
73%
74%
74%
74%
74%
75%
75%
75%
75%
75%
75%
76%
76%
77%
78%
78%
80%
83%
IBM
Atos
Kyndryl
T-Systems
CGI
Computacenter
Econocom
Sopra Steria
LTI
Tech Mahindra
Fujitsu
Cognizant
DXC Technology
Infosys
Wipro
Inetum
Deloitte
HCL
Capgemini
Accenture
Hexaware
NTT DATA
TCS
General satisfaction with service providers: Europe
(Comparison with 2021)
2022 2021
Delta with 2021
# evaluations
# evaluations
75% 75%
237
116
39
239
241
134
103
106
105
121
192
122
118
68
32
88
37
62
146
104
119
190
140
227
110
32
58
102
245
89
128
32
90
232
107
101
125
101
135
36
57
191
192
100
205
-1%
0%
-1%
1%
2%
-1%
-2%
-2%
-1%
1%
4%
1%
2%
2%
-2%
3%
2%
-5%
1%
1%
4%
0%
3%
03
General
satisfaction
03 IT service provider performance
Satisfaction by IT domain
Digital Transformation
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 44
60%
60%
69%
70%
74%
76%
77%
77%
81%
82%
82%
83%
83%
84%
Tech Mahindra
Cognizant
Atos
NRB
Accenture
Deloitte
PwC
Inetum-RealDolmen
Cronos
DXC Technology
Delaware
TCS
Cegeka
Capgemini
Digital transformation
# evaluations
76%
9
12
7
9
10
15
7
6
14
14
6
14
6
6
03
Satisfaction by
IT domain
KEY TO SCORES
Very unsatisfied 0%
Unsatisfied 20%
Somewhat unsatisfied
40%
Somewhat satisfied 60%
Satisfied 80%
Very satisfied 100%
Exceptional performers
Strong performers
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 45
Digital transformation (Detailed satisfaction)
# evaluations
17%
17%
14%
8%
17%
7%
17%
7%
7%
7%
17%
50%
14%
17%
14%
14%
17%
29%
7%
30%
22%
14%
8%
11%
50%
33%
50%
67%
79%
71%
83%
57%
60%
30%
44%
57%
33%
56%
14%
7%
14%
27%
40%
33%
29%
50%
33%
Tech Mahindra
Cognizant
Atos
NRB
Accenture
Deloitte
PwC
Inetum-RealDolmen
Cronos
DXC Technology
Delaware
TCS
Cegeka
Capgemini
9
12
7
9
10
15
7
6
14
14
6
14
6
6
03
Satisfaction by
IT domain
Very unsatisfied
Unsatisfied
Somewhat unsatisfied
Somewhat satisfied
Satisfied
Very satisfied
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 46
Digital transformation (Likeliness of contract renewal)
# evaluations
7
8
5
8
8
11
7
4
10
14
5
7
5
6
03
Satisfaction by
IT domain
17%
14%
17%
14%
20%
14%
50%
20%
29%
40%
43%
90%
75%
29%
45%
50%
50%
40%
25%
71%
17%
80%
43%
40%
57%
10%
25%
57%
55%
50%
50%
60%
75%
29%
Tech Mahindra
Cognizant
Atos
NRB
Accenture
Deloitte
PwC
Inetum-RealDolmen
Cronos
DXC Technology
Delaware
TCS
Cegeka
Capgemini
(Almost) certainly not
Probably not
Probably
(Almost) certainly
03 IT service provider performance
Satisfaction by IT domain
Application Services
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 48
Exceptional performers
Strong performers
66%
66%
66%
66%
69%
70%
70%
71%
73%
74%
75%
76%
77%
77%
78%
79%
82%
82%
83%
85%
Tech Mahindra
Ordina
Cognizant
NRB
Atos
Sopra Steria
Accenture
IBM
Delaware
CGI
Cronos
Infosys
Wipro
Capgemini
Deloitte
Inetum-RealDolmen
DXC Technology
Cegeka
TCS
Hexaware
Application services
# evaluations
74%
8
20
17
20
21
11
23
7
9
22
7
15
7
20
8
25
16
10
7
7
03
Satisfaction by
IT domain
KEY TO SCORES
Very unsatisfied 0%
Unsatisfied 20%
Somewhat unsatisfied
40%
Somewhat satisfied 60%
Satisfied 80%
Very satisfied 100%
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 49
66%
66%
66%
66%
69%
70%
70%
71%
73%
74%
75%
76%
77%
77%
78%
79%
82%
82%
83%
85%
Tech Mahindra
Ordina
Cognizant
NRB
Atos
Sopra Steria
Accenture
IBM
Delaware
CGI
Cronos
Infosys
Wipro
Capgemini
Deloitte
Inetum-RealDolmen
DXC Technology
Cegeka
TCS
Hexaware
72%
73%
73%
73%
74%
76%
77%
78%
78%
79%
80%
80%
84%
84%
85%
85%
Inetum-Realdolmen
NRB
Sopra Steria
Infosys
Capgemini
Cognizant
Accenture
DXC Technology
Atos
Delaware
IBM
Cronos
Deloitte
TCS
Cegeka
Hexaware
Application services (Comparison with 2022)
2023 2022
Delta with 2022
# evaluations
# evaluations
74% 78%
8
20
17
20
21
11
23
7
9
22
7
15
7
20
8
25
16
10
7
7
8
13
16
11
20
8
18
17
16
23
10
19
9
9
11
15
0%
-1%
-3%
4%
7%
-6%
3%
N/A
3%
-5%
N/A
-6%
-9%
-7%
-3%
-9%
-7%
-10%
N/A
N/A
03
Satisfaction by
IT domain
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 50
Application services (Detailed satisfaction)
# evaluations
8
20
17
20
21
11
23
7
9
22
7
15
7
20
8
25
16
10
7
7
03
Satisfaction by
IT domain
Very unsatisfied
Unsatisfied
Somewhat unsatisfied
Somewhat satisfied
Satisfied
Very satisfied
14%
13%
10%
12%
10%
13%
5%
4%
6%
14%
10%
6%
8%
5%
7%
5%
11%
5%
43%
14%
20%
6%
16%
50%
20%
43%
7%
57%
14%
33%
29%
22%
18%
33%
15%
12%
10%
13%
43%
71%
60%
75%
52%
50%
55%
57%
47%
14%
64%
22%
57%
52%
73%
38%
45%
41%
65%
50%
12%
10%
27%
29%
14%
33%
14%
22%
9%
29%
35%
41%
25%
38%
Tech Mahindra
Ordina
Cognizant
NRB
Atos
Sopra Steria
Accenture
IBM
Delaware
CGI
Cronos
Infosys
Wipro
Capgemini
Deloitte
Inetum-RealDolmen
DXC Technology
Cegeka
TCS
Hexaware
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 51
17%
7%
6%
29%
33%
13%
7%
12%
33%
5%
20%
7%
17%
6%
11%
7%
57%
33%
38%
57%
35%
47%
40%
43%
83%
47%
50%
50%
39%
50%
41%
50%
40%
28%
14%
17%
50%
29%
47%
67%
47%
40%
50%
47%
50%
50%
50%
50%
59%
43%
60%
72%
100%
Tech Mahindra
Ordina
Cognizant
NRB
Atos
Sopra Steria
Accenture
IBM
Delaware
CGI
Cronos
Infosys
Wipro
Capgemini
Deloitte
Inetum-…
DXC Technology
Cegeka
TCS
Hexaware
Inetum-RealDolmen
Application services(Likeliness of contract renewal)
# evaluations
03
Satisfaction by
IT domain
8
18
10
14
17
8
18
6
8
17
6
14
5
19
6
17
14
8
6
7
(Almost) certainly not
Probably not
Probably
(Almost) certainly
03 IT service provider performance
Satisfaction by IT domain
Infrastructure Hosting
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 53
64%
65%
69%
69%
70%
72%
76%
77%
83%
Atos
DXC Technology
Fujitsu
NTT
Proximus
NRB
Kyndryl
Inetum-RealDolmen
Cegeka
Infrastructure hosting
# evaluations
72%
20
14
16
26
8
13
9
8
29
03
Satisfaction by
IT domain
KEY TO SCORES
Very unsatisfied 0%
Unsatisfied 20%
Somewhat unsatisfied
40%
Somewhat satisfied 60%
Satisfied 80%
Very satisfied 100%
Exceptional performers
Strong performers
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 54
64%
65%
69%
69%
70%
72%
76%
77%
83%
Atos
DXC Technology
Fujitsu
NTT
Proximus
NRB
Kyndryl
Inetum-RealDolmen
Cegeka
60%
68%
68%
69%
73%
75%
75%
76%
78%
80%
Proximus
NTT
Kyndryl
Capgemini
DXC Technology
Inetum-Realdolmen
Fujitsu
Atos
NRB
Cegeka
Infrastructure hosting (Comparison with 2022)
2023 2022
Delta with 2022
# evaluations
# evaluations
72% 72%
20
14
16
26
8
13
9
8
29
18
26
27
13
17
14
7
12
10
7
3%
2%
8%
-6%
10%
1%
-6%
-8%
-12%
03
Satisfaction by
IT domain
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 55
Infrastructure hosting (Detailed satisfaction)
# evaluations
20
14
16
26
8
13
9
8
29
03
Satisfaction by
IT domain
Very unsatisfied
Unsatisfied
Somewhat unsatisfied
Somewhat satisfied
Satisfied
Very satisfied
8%
8%
14%
13%
13%
7%
25%
22%
8%
8%
31%
13%
22%
15%
25%
12%
31%
36%
25%
41%
25%
44%
62%
50%
58%
56%
43%
35%
7%
25%
11%
8%
13%
15%
13%
21%
40%
Atos
DXC Technology
Fujitsu
NTT
Proximus
NRB
Kyndryl
Inetum-RealDolmen
Cegeka
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 56
Infrastructure hosting (Likeliness of contract renewal)
# evaluations
17
13
13
21
8
10
8
6
18
03
Satisfaction by
IT domain
11%
13%
13%
5%
8%
28%
17%
13%
10%
38%
14%
8%
8%
28%
50%
38%
50%
13%
38%
62%
46%
6%
33%
33%
38%
40%
38%
43%
23%
46%
94%
Atos
DXC Technology
Fujitsu
NTT
Proximus
NRB
Kyndryl
Inetum-RealDolmen
Cegeka
(Almost) certainly not
Probably not
Probably
(Almost) certainly
03 IT service provider performance
Satisfaction by IT domain
Workplace Services
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 58
60%
60%
71%
73%
76%
76%
77%
83%
85%
Fujitsu
Atos
Capgemini
NRB
Cegeka
Inetum-RealDolmen
Econocom
TCS
Computacenter
Workplace services
# evaluations
73%
11
7
12
11
15
8
7
8
8
03
Satisfaction by
IT domain
KEY TO SCORES
Very unsatisfied 0%
Unsatisfied 20%
Somewhat unsatisfied
40%
Somewhat satisfied 60%
Satisfied 80%
Very satisfied 100%
Exceptional performers
Strong performers
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 59
60%
60%
71%
73%
76%
76%
77%
83%
85%
Fujitsu
Atos
Capgemini
NRB
Cegeka
Inetum-RealDolmen
Econocom
TCS
Computacenter
71%
73%
74%
75%
78%
78%
78%
80%
84%
DXC Technology
Fujitsu
Econocom
Capgemini
NRB
Inetum-Realdolmen
Cegeka
Atos
Computacenter
Workplace services (Comparison with 2022)
2023 2022
Delta with 2022
# evaluations
# evaluations
73% 77%
9
7
12
9
8
8
10
9
7
1%
N/A
3%
-2%
-2%
-5%
-4%
-20%
-13%
11
7
12
11
15
8
7
8
8
03
Satisfaction by
IT domain
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 60
Workplace services (Detailed satisfaction)
# evaluations
03
Satisfaction by
IT domain
Very unsatisfied
Unsatisfied
Somewhat unsatisfied
Somewhat satisfied
Satisfied
Very satisfied
11
7
12
11
15
8
7
8
8
13%
13%
13%
13%
13%
14%
13%
8%
38%
50%
14%
25%
20%
36%
33%
14%
18%
25%
13%
71%
50%
27%
45%
25%
57%
36%
13%
13%
13%
40%
18%
33%
29%
45%
Fujitsu
Atos
Capgemini
NRB
Cegeka
Inetum-RealDolmen
Econocom
TCS
Computacenter
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 61
Workplace services (Likeliness of contract renewal)
# evaluations
03
Satisfaction by
IT domain
29%
20%
17%
14%
20%
20%
9%
11%
43%
40%
33%
40%
18%
50%
56%
20%
27%
14%
20%
50%
40%
73%
50%
33%
80%
73%
Fujitsu
Atos
Capgemini
NRB
Cegeka
Inetum-RealDolmen
Econocom
TCS
Computacenter
11
5
9
10
11
5
6
5
7
(Almost) certainly not
Probably not
Probably
(Almost) certainly
03 IT service provider performance
Satisfaction by IT domain
Network & Telecommunications
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 63
55%
60%
65%
72%
72%
75%
82%
Verizon
Orange Business Services
BT
Proximus
NTT
Telenet
GTT
Network & telecommunications
# evaluations
69%
9
17
20
37
8
9
8
KEY TO SCORES
Very unsatisfied 0%
Unsatisfied 20%
Somewhat unsatisfied
40%
Somewhat satisfied 60%
Satisfied 80%
Very satisfied 100%
Exceptional performers
Strong performers
03
Satisfaction by
IT domain
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 64
55%
60%
65%
72%
72%
75%
82%
Verizon
Orange Business Services
BT
Proximus
NTT
Telenet
GTT
63%
66%
68%
69%
73%
77%
78%
Verizon
BT
Proximus
Orange Business Services
NTT
Telenet
GTT
Network & telecommunications (Comparison with 2022)
2023 2022
Delta with 2022
# evaluations
# evaluations
69%71%
9
17
20
37
8
9
8
10
14
18
7
29
10
8
4%
-2%
-1%
4%
-1%
-9%
-8%
03
Satisfaction by
IT domain
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 65
Network & telecommunications (Detailed satisfaction)
# evaluations
9
17
20
37
8
9
8
03
Satisfaction by
IT domain
Very unsatisfied
Unsatisfied
Somewhat unsatisfied
Somewhat satisfied
Satisfied
Very satisfied
25%
11%
13%
5%
11%
3% 8%
10%
25%
22%
25%
24%
5%
35%
22%
50%
56%
63%
57%
75%
53%
44%
8%
5%
12%
33%
Verizon
Orange Business Services
BT
Proximus
NTT
Telenet
GTT
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 66
Network & telecommunications (Likeliness of contract renewal)
# evaluations
03
Satisfaction by
IT domain
29%
3%
14%
14%
17%
18%
18%
18%
29%
57%
67%
32%
35%
53%
56%
29%
29%
17%
47%
47%
29%
44%
Verizon
Orange Business Services
BT
Proximus
NTT
Telenet
GTT
9
17
17
34
6
7
7
(Almost) certainly not
Probably not
Probably
(Almost) certainly
03 IT service provider performance
Satisfaction by IT domain
Security Services
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 68
58%
68%
68%
73%
73%
76%
79%
80%
80%
84%
88%
Atos
IBM
Fujitsu
Proximus
NTT
NRB
Orange Cyber Defence
Inetum-RealDolmen
Deloitte
TCS
Cegeka
Orange Cyberdefense
Security services
# evaluations
75%
10
5
5
5
16
5
12
20
5
5
11
03
Satisfaction by
IT domain
KEY TO SCORES
Very unsatisfied 0%
Unsatisfied 20%
Somewhat unsatisfied
40%
Somewhat satisfied 60%
Satisfied 80%
Very satisfied 100%
Exceptional performers
Strong performers
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 69
Security services (Detailed satisfaction)
# evaluations
10
5
5
5
16
5
12
20
5
5
11
03
Satisfaction by
IT domain
Very unsatisfied
Unsatisfied
Somewhat unsatisfied
Somewhat satisfied
Satisfied
Very satisfied
18%
5%
18%
20%
5%
8%
18%
60%
20%
25%
17%
20%
31%
20%
20%
10%
45%
40%
60%
50%
75%
80%
44%
60%
100%
40%
40%
15%
25%
20%
40%
50%
Atos
IBM
Fujitsu
Proximus
NTT
NRB
Orange Cyber Defence
Inetum-RealDolmen
Deloitte
TCS
Cegeka
Orange Cyberdefense
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 70
Security services (Likeliness of contract renewal)
# evaluations
9
4
4
5
15
4
10
19
4
4
5
03
Satisfaction by
IT domain
(Almost) certainly not
Probably not
Probably
(Almost) certainly
20%
25%
25%
21%
10%
20%
50%
25%
26%
40%
50%
53%
40%
75%
25%
11%
60%
25%
50%
53%
50%
50%
47%
60%
25%
75%
89%
Atos
IBM
Fujitsu
Proximus
NTT
NRB
Orange Cyber Defence
Inetum-RealDolmen
Deloitte
TCS
Cegeka
Orange Cyberdefense
03 IT service provider performance
Key Performance Indicators (KPIs)
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 72
Key Performance Indicator Model (KPIs)
Transformative
Innovation
Price Level
Account
Management
Quality
Service Delivery
Quality
Service Delivery
Dimension
Transformation
Dimension
Commercial
Dimension
Relationship
Dimension
General Satisfaction
03
Key Performance
Indicators
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 73
58%
58%
60%
63%
63%
70%
71%
71%
72%
73%
73%
74%
74%
75%
75%
76%
77%
78%
78%
78%
79%
79%
80%
80%
80%
80%
81%
82%
82%
82%
83%
83%
87%
87%
Orange Business Services
Tech Mahindra
Verizon
BT
Fujitsu
Ordina
Cognizant
HCLTech
Atos
Proximus
Accenture
Delaware
Capgemini
Sopra Steria
NRB
Infosys
DXC Technology
Wipro
Deloitte
NTT
Telenet
IBM
PwC
Econocom
Inetum-RealDolmen
Orange Cyber Defence
Cegeka
TCS
Cronos
GTT
Kyndryl
CGI
Hexaware
Computacenter
68%
68%
69%
69%
72%
72%
73%
73%
74%
75%
76%
76%
77%
77%
80%
80%
80%
80%
80%
81%
81%
82%
82%
82%
82%
84%
84%
84%
84%
84%
85%
Tech Mahindra
BT
Verizon
Capgemini
Infosys
Proximus
Orange Business Services
Fujitsu
NTT
Kyndryl
DXC Technology
Cognizant
Inetum-Realdolmen
HCL
Sopra Steria
Wipro
CGI
Accenture
NRB
Atos
IBM
Econocom
GTT
TCS
Cronos
Computacenter
Delaware
Telenet
Deloitte
Cegeka
Hexaware
KPI 1: Service Delivery Quality
The service delivery is of good quality.
2023 2022
75% 78%
03
Key Performance
Indicators
Delta with 2022
3%
2%
3%
8%
0%
0%
0%
-3%
N/A
3%
-2%
N/A
-2%
-5%
4%
-6%
-2%
1%
4%
-5%
-5%
5%
-10%
-7%
1%
-9%
-6%
-5%
N/A
-10%
-5%
-9%
-10%
-15%
Orange Cyberdefense
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 74
60%
63%
63%
63%
65%
66%
68%
69%
71%
72%
74%
75%
75%
75%
76%
76%
76%
76%
76%
77%
78%
78%
78%
79%
79%
79%
80%
81%
82%
82%
85%
87%
88%
95%
BT
Tech Mahindra
Ordina
Verizon
Orange Business Services
Fujitsu
Delaware
Cognizant
NTT
NRB
IBM
Accenture
Capgemini
Proximus
HCLTech
CGI
DXC Technology
Sopra Steria
Telenet
Econocom
PwC
Kyndryl
Infosys
Inetum-RealDolmen
TCS
Cronos
Orange Cyber Defence
Atos
Wipro
Deloitte
Cegeka
Hexaware
GTT
Computacenter
66%
72%
73%
73%
73%
74%
74%
75%
75%
75%
76%
76%
78%
78%
79%
79%
79%
80%
80%
82%
82%
82%
83%
84%
84%
84%
86%
86%
88%
92%
93%
Verizon
BT
Orange Business Services
Fujitsu
Kyndryl
Sopra Steria
Proximus
IBM
TCS
Capgemini
Infosys
Inetum-Realdolmen
Wipro
Tech Mahindra
Cronos
DXC Technology
NTT
Econocom
Accenture
GTT
Cognizant
NRB
CGI
Delaware
Telenet
Cegeka
HCL
Atos
Deloitte
Computacenter
Hexaware
KPI 2: Account Management Quality
The account management is of good quality.
2023 2022
75% 79%
03
Key Performance
Indicators
Delta with 2022
3%
6%
-6%
1%
-6%
4%
-5%
N/A
0%
4%
3%
2%
5%
N/A
-3%
-8%
2%
-3%
-7%
-10%
1%
0%
-5%
-1%
-10%
-8%
-13%
-16%
-7%
-8%
-3%
N/A
-15%
-12%
Orange Cyberdefense
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 75
57%
60%
63%
64%
65%
66%
67%
67%
68%
71%
71%
71%
72%
72%
73%
74%
74%
74%
74%
75%
75%
75%
75%
76%
76%
76%
78%
78%
82%
82%
85%
85%
89%
90%
BT
Verizon
Ordina
Deloitte
IBM
Fujitsu
PwC
Accenture
NRB
HCLTech
Proximus
NTT
Delaware
DXC Technology
Kyndryl
Telenet
Orange Business Services
CGI
Inetum-RealDolmen
Sopra Steria
Atos
Cronos
Cegeka
Capgemini
Orange Cyber Defence
Computacenter
Wipro
Cognizant
Econocom
Infosys
Hexaware
TCS
Tech Mahindra
GTT
60%
60%
65%
65%
67%
67%
67%
67%
68%
70%
73%
73%
75%
75%
76%
76%
77%
78%
78%
79%
79%
80%
80%
80%
80%
80%
80%
80%
82%
82%
89%
Deloitte
Kyndryl
Verizon
Accenture
BT
NTT
NRB
Sopra Steria
DXC Technology
Proximus
Orange Business Services
Inetum-Realdolmen
Fujitsu
Cegeka
IBM
Delaware
Cronos
Infosys
GTT
Telenet
Atos
Hexaware
Cognizant
HCL
CGI
Tech Mahindra
TCS
Capgemini
Econocom
Computacenter
Wipro
KPI 3: Price Level
The price of the IT services provided to us is in line with the market.
2023 2022
74% 74%
03
Key Performance
Indicators
Delta with 2022
12%
9%
5%
5%
4%
0%
-2%
-11%
-6%
N/A
-4%
0%
-2%
-4%
8%
1%
-6%
1%
-5%
13%
4%
-4%
4%
1%
-9%
1%
2%
N/A
-9%
-11%
4%
N/A
-5%
-10%
Orange Cyberdefense
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 76
51%
57%
57%
58%
58%
59%
63%
63%
63%
63%
64%
64%
66%
66%
67%
68%
68%
68%
69%
69%
69%
70%
70%
71%
72%
72%
73%
74%
75%
76%
77%
77%
78%
81%
Tech Mahindra
Verizon
BT
Orange Business Services
Fujitsu
NRB
Kyndryl
Ordina
Econocom
TCS
IBM
Proximus
CGI
Atos
Infosys
Wipro
DXC Technology
Capgemini
NTT
Telenet
HCLTech
Cognizant
Inetum-RealDolmen
Sopra Steria
Accenture
PwC
Delaware
Orange Cyber Defence
GTT
Hexaware
Cronos
Cegeka
Computacenter
Deloitte
Orange Cyberdefense
50%
52%
60%
60%
60%
62%
62%
64%
64%
64%
65%
65%
66%
66%
67%
67%
68%
69%
70%
70%
70%
71%
72%
72%
73%
75%
77%
79%
80%
82%
83%
BT
Kyndryl
Econocom
Tech Mahindra
Verizon
Fujitsu
Telenet
Sopra Steria
Proximus
Cognizant
NRB
Orange Business Services
Wipro
IBM
Infosys
TCS
Inetum-Realdolmen
NTT
Cegeka
HCL
Capgemini
DXC Technology
Computacenter
CGI
GTT
Atos
Delaware
Cronos
Hexaware
Accenture
Deloitte
KPI 4: Transformative Innovation
The service provider has the ability to drive transformational change by using innovative technologies
and services.
2023 2022
Delta with 2022
67% 68%
-2%
6%
7%
-2%
-4%
2%
N/A
-4%
N/A
-10%
7%
2%
6%
-1%
7%
0%
-2%
-3%
2%
0%
-9%
-6%
0%
-2%
-4%
3%
N/A
11%
-6%
-4%
-7%
7%
-3%
-9%
03
Key Performance
Indicators
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 77
Market average
03
Key Performance
Indicators
Service Provider General Satisfaction Service Delivery Account Management Price Level Transformative Innovation
Computacenter 85% 87% 95% 76% 78%
Hexaware 84% 87% 87% 85% 76%
TCS 83% 82% 79% 85% 63%
GTT 82% 82% 88% 90% 75%
Cegeka 80% 81% 85% 75% 77%
Cronos 79% 82% 79% 75% 77%
Inetum-RealDolmen 78% 80% 79% 74% 70%
Deloitte 78% 78% 82% 64% 81%
Orange Cyberdefense 78% 80% 80% 76% 74%
Econocom 77% 80% 77% 82% 63%
Infosys 76% 76% 78% 82% 67%
DXC Technology 76% 77% 76% 72% 68%
Kyndryl 76% 83% 78% 73% 63%
Wipro 76% 78% 82% 78% 68%
PwC 76% 80% 78% 67% 72%
Telenet 75% 79% 76% 74% 69%
Capgemini 75% 74% 75% 76% 68%
CGI 75% 83% 76% 74% 66%
NTT 73% 78% 71% 71% 69%
HCLTech 73% 71% 76% 71% 69%
Sopra Steria 73% 75% 76% 75% 71%
Proximus 72% 73% 75% 71% 64%
NRB 72% 75% 72% 68% 59%
Delaware 71% 74% 68% 72% 73%
Accenture 71% 73% 75% 67% 72%
IBM 69% 79% 74% 65% 64%
Atos 69% 72% 81% 75% 66%
Cognizant 68% 71% 69% 78% 70%
Ordina 68% 70% 63% 63% 63%
BT 65% 63% 60% 57% 57%
Orange Business Services 60% 58% 65% 74% 58%
Fujitsu 60% 63% 66% 66% 58%
Tech Mahindra 58% 58% 63% 89% 51%
Verizon 55% 60% 63% 60% 57%
Average 73% 75% 75% 74% 67%
5% or more above average 5% or more below average
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 78
Market comparison with last year
03
Key Performance
Indicators
Service Provider General Satisfaction Service Delivery Account Management Price Level Transformative Innovation
Computacenter -1% 3% 3% -6% 6%
Hexaware -1% 2% -6% 5% -4%
TCS 0% 0% 4% 5% -4%
GTT 4% 0% 6% 12% 2%
Cegeka -1% -3% 1% 0% 7%
Cronos -1% 0% 0% -2% -2%
Inetum-RealDolmen 6% 3% 3% 1% 2%
Deloitte -5% -6% -6% 4% -2%
Econocom 2% -2% -3% 0% 3%
Infosys 2% 4% 2% 4% 0%
DXC Technology 2% 1% -3% 4% -3%
Kyndryl 8% 8% 5% 13% 11%
Wipro -2% -2% 4% -11% 2%
Telenet -2% -5% -8% -5% 7%
Capgemini 1% 5% 0% -4% -2%
CGI 2% 3% -7% -6% -6%
NTT 3% 4% -8% 4% 0%
HCLTech -3% -6% -10% -9% -1%
Sopra Steria -2% -5% 2% 8% 7%
Proximus 5% 1% 1% 1% 0%
NRB -6% -5% -10% 1% -6%
Delaware -8% -10% -16% -4% -4%
Accenture -7% -7% -5% 2% -10%
IBM -4% -2% -1% -11% -2%
Atos -9% -9% -5% -4% -9%
Cognizant -8% -5% -13% -2% 6%
BT -1% -5% -12% -10% 7%
Orange Business Services -10% -15% -8% 1% -7%
Fujitsu -15% -10% -7% -9% -4%
Tech Mahindra -12% -10% -15% 9% -9%
Verizon -8% -9% -3% -5% -3%
Up 5% or more compared to last year Down 5% or more compared to last year
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 79
KPI Drilldown: Econocom
03
Key Performance
Indicators
Service Provider General Satisfaction Service Delivery Account Management Price Level Transformative Innovation
Econocom Very satisfied Totally agree Agree Somewhat agree Agree
Econocom Very satisfied Totally agree Somewhat agree Agree Somewhat agree
Econocom Very satisfied Totally agree Totally agree Totally agree Agree
Econocom Very satisfied Totally agree Totally agree Totally agree Totally agree
Econocom Satisfied Totally agree Agree
Econocom Satisfied Agree Agree Agree Somewhat agree
Econocom Satisfied Agree Agree Agree Disagree
Econocom Satisfied Agree Agree Agree Agree
Econocom Somewhat satisfied Agree Agree Somewhat agree Somewhat agree
Econocom Somewhat satisfied Somewhat agree Agree Totally agree Somewhat disagree
Econocom Somewhat satisfied Somewhat agree Agree Agree Somewhat agree
Econocom Somewhat satisfied Somewhat agree Somewhat agree Somewhat agree Agree
Econocom Somewhat unsatisfied Somewhat disagree Somewhat disagree Totally agree Disagree
04 Cloud provider performance
Infrastructure cloud platforms
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63%
78%
82%
83%
IBM Cloud
Google Cloud Platform (GCP)
Microsoft Azure
Amazon Web Services (AWS)
66%
67%
78%
79%
83%
IBM Cloud
Oracle Cloud Platform
Google Cloud Platform
Microsoft Azure
Amazon Web Services (AWS)
Infrastructure cloud platforms (Comparison with 2022)
2023 2022
Delta with 2022
# evaluations
# evaluations
76% 74%
86
181
36
21
49
118
10
9
7
0%
3%
0%
-3%
04
Cloud
Satisfaction
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68%
70%
77%
80%
80%
IBM Cloud
Oracle Cloud Platform
Google Cloud Platform
Microsoft Azure
Amazon Web Services (AWS)
Infrastructure cloud platforms (Europe 2022)
# evaluations
75%
385
692
157
104
64
04
Cloud
Satisfaction
KEY TO SCORES
Very unsatisfied 0%
Unsatisfied 20%
Somewhat unsatisfied
40%
Somewhat satisfied 60%
Satisfied 80%
Very satisfied 100%
04 Cloud provider performance
Software cloud platforms
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66%
69%
71%
73%
77%
77%
79%
87%
Oracle
SAP
Google Workspace / Suite
Workday
Salesforce.com
ServiceNow
Microsoft Dynamics 365
Microsoft Office 365
68%
74%
78%
79%
79%
82%
SAP
Oracle
Salesforce.com
ServiceNow
Microsoft Dynamics 365
Microsoft Office 365
04
Cloud
Satisfaction
Software cloud platforms (Comparison with 2022)
2023 2022
Delta with 2022
# evaluations
# evaluations
75% 77%
211
93
86
72
24
14
99
61
139
36
45
54
20
53
5%
0%
-2%
-1%
N/A
N/A
1%
-8%
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 85
70%
70%
75%
78%
78%
79%
82%
Oracle
SAP
Microsoft Dynamics 365
Google Suite
Salesforce.com
ServiceNow
Microsoft Office 365
Software cloud platforms (Europe 2022)
# evaluations
76%
738
368
344
88
249
292
163
04
Cloud
Satisfaction
KEY TO SCORES
Very unsatisfied 0%
Unsatisfied 20%
Somewhat unsatisfied
40%
Somewhat satisfied 60%
Satisfied 80%
Very satisfied 100%
05 Competitor analysis
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 87
Competitor analysis: Capgemini Competitor
analysis
Key Performance Indicators
Satisfaction
Capgemini score Average score
European performance
68%
74%
76%
76%
68%
76%
75%
74%
Transformative innovation
Price level
Account management
Service delivery
73%
74%
76%
73%
71%
77%
84%
75%
Workplace services
Application Services
Digital transformation
General Satisfaction
71%
74%
79%
74%
73%
72%
73%
73%
79%
81%
79%
79%
73%
72%
76%
75%
2022 France
2022 Germany
2022 Spain
2022 Switzerland
2022 UK
2022 Nordics
2022 Netherlands
2023 BeLux
Exceptional
performer
Strong
performer Listed
Key
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 88
Competitor analysis: Cegeka x
Key Performance Indicators
Satisfaction
Cegeka score Average score
European performance
68%
74%
76%
76%
77%
75%
85%
81%
Transformative innovation
Price level
Account management
Service delivery
75%
73%
72%
74%
76%
73%
88%
76%
83%
82%
83%
80%
Security services
Workplace services
Infrastructure hosting
Application services
Digital transformation
General satisfaction
Exceptional
performer
Strong
performer Listed
73%
73%
70%
80%
2022 Netherlands
2023 BeLux
Key
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Competitor analysis: Computacenter Competitor
analysis
Key Performance Indicators
Satisfaction
Computacenter score Average score
European performance
68%
74%
76%
76%
78%
76%
95%
87%
Transformative innovation
Price level
Account management
Service delivery
73%
73%
85%
85%
Workplace services
General Satisfaction
71%
74%
74%
73%
73%
61%
73%
73%
76%
85%
2022 France
2022 Germany
2022 Switzerland
2022 UK
2023 BeLux
Exceptional
performer
Strong
performer Listed
Key
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 90
Competitor analysis: Inetum-RealDolmen Competitor
analysis
Key Performance Indicators
Satisfaction
Inetum-RealDolmen score Average score
European performance
68%
74%
76%
76%
70%
74%
79%
80%
Transformative innovation
Price level
Account management
Service delivery
75%
73%
72%
74%
76%
73%
80%
76%
77%
79%
77%
78%
Security services
Workplace services
Infrastructure hosting
Application services
Digital transformation
General satisfaction
Exceptional
performer
Strong
performer Listed
71%
79%
73%
68%
80%
78%
2022 France
2022 Spain
2023 BeLux
Key
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 91
Competitor analysis: Proximus Competitor
analysis
Proximus score Average score
68%
74%
76%
76%
64%
71%
75%
73%
Transformative innovation
Price level
Account management
Service delivery
75%
69%
72%
73%
73%
72%
70%
72%
Security services
Network & telecommunications
Infrastructure hosting
General Satisfaction
Key Performance Indicators
Satisfaction
Key
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 92
Competitor overview: Satisfaction and KPIs Competitor
analysis
5% or more above average 5% or more below average
COMPETITORS
Econocom Capgemini Cegeka Computacenter
Inetum
-
RealDolmen
Proximus Average
Satisfaction
General Satisfaction 77% 75% 80% 85% 78% 72% 73%
Digital Transformation 84% 83% 77% 76%
Application Services 77% 82% 79% 74%
Infrastructure Hosting 83% 77% 70% 72%
Workplace Services 77% 71% 76% 85% 76% 73%
Network & Telecommunications 72% 69%
Security Services 88% 80% 73% 75%
KPIs
Service Delivery 80% 74% 81% 87% 80% 73% 75%
Account Management 77% 75% 85% 95% 79% 75% 75%
Price Level 82% 76% 75% 76% 74% 71% 74%
Transformative Innovation 63% 68% 77% 78% 70% 64% 67%
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 93
Competitor overview: Europe Competitor
analysis
5% or more above average 5% or more below average
COMPETITORS
Econocom Capgemini Cegeka Computacenter Inetum-RealDolmen Proximus Average
BeLux 2023 77% 75% 80% 85% 78% 72% 73%
Netherlands 2022 76% 70% 73%
Nordics 2022 72% 72%
United Kingdom 2022 73% 76% 73%
Switzerland 2022 79% 73% 74%
Spain 2022 73% 79% 80% 79%
Germany 2022 81% 73% 74%
France 2022 73% 79% 61% 68% 71%
06 Recommendations & feedback
2023 IT Sourcing Study - BeLux © 2023 Whitelane Research 95
Recommendations & feedback: Econocom Feedback
A strong performer in general satisfaction and workplace services which is your strength.
The main focus for further improvement should be on the following:
•Service Delivery. Your score of 80% is higher than market average (75%) but lower than Computacenter (87%), Cegeka (81%) and
TCS (82%), who are competitors in workplace services.
•Account Management. Your score of 77% is slightly higher than market average (75%) but significantly lower than Computacenter
(95%), Cegeka (85%) and TCS (79%).
•Transformative innovation. While less important than service delivery and account management, this KPI is at 63%, below market
average.
Being a strong performer in workplace services means there are opportunities when looking at renewals of the companies that score
low. The difference in satisfaction is 17% which is significant.
Thank you!
Please let us know if you have any questions.
Jef Loos
Head of Research, Europe
Whitelane Research
+32 475 23 08 52
jef.loos@whitelane.com
© 2023 Whitelane Research
CONTACT
Alex van den Bergh
Head of Research, Europe
Whitelane Research
+31 631 01 38 37
alex.vandenbergh@whitelane.com
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