Generative AI-enabled Salesforce Solutions Are Seeing Traction in the Market

Enterprises across industries, including healthcare, banking, automotive, energy, and retail, are implementing generative AI-powered Salesforce solutions. These solutions help medical professionals refine patient notes, enable underwriters to assess discrepancies in loan application documents, assist automotive companies in planning spare part inventory, and facilitate product placement decisions for retailers. Responding to the rising demand, service providers are developing generative AI-led Salesforce solutions for industry-specific use cases and expanding Salesforce Data Cloud and Salesforce Einstein implementation capabilities to help customers derive value from generative AI.

Both demand-side and supply-side trends are covered in our Salesforce Services 2024 Market Insights™ and Salesforce Services 2024 RadarView™, respectively. These reports present a comprehensive study of Salesforce service providers and closely examine market leaders, innovators, disruptors, and challengers.

Avasant evaluated 40 providers using three dimensions: practice maturity, partner ecosystem, and investments and innovation. Of these, we recognized 27 providers who brought the most value to the market over the past 12 months.

The RadarView recognizes platform providers in four categories:

• • Leaders: Accenture, Capgemini, Cognizant, Deloitte, HCLTech, IBM, Infosys, and Wipro
  • Innovators: LTIMindtree, NTT DATA, Persistent Systems, PwC, Salesforce, TCS, and Tech Mahindra
  • Disruptors: Jade Global, Mphasis, Slalom, UST, and Virtusa
  • Challengers: Birlasoft, Brillio, Datamatics, Grazitti Interactive, Hexaware, Mastek, and Publicis Sapient

The following figure from the full report illustrates these categories:

“Generative AI-enabled Salesforce solutions are transforming how enterprises engage with their customers,” said Gaurav Dewan, research director at Avasant. “These solutions help enterprises assess customer preferences and drive efficient CRM processes by leveraging insights from customer interactions across touchpoints.”

The findings in the reports include the following:

• • Out of all Salesforce industry-specific platforms, Salesforce Financial Services, Health, and Media clouds have witnessed the most traction among enterprises. Key use cases addressed include automating banking operations and insurance claim processing, consolidating patient data and delivering targeted healthcare services, and managing advertisement sales and media campaigns.
  • Salesforce service providers allocate over 60% of their investments toward developing Salesforce-based solutions and undertaking practice growth initiatives, such as expanding delivery footprint, market reach, and resource count.
  • Service providers have developed solutions based on Salesforce industry platforms to address multiple use cases for enterprises. These include consolidating information for used and off-leased vehicles for automotive companies, managing logistics for commercial and under-trial cell and gene therapy in the life sciences sector, and automating theft reporting for retailers.
  • Organizations continue to utilize Salesforce Net Zero Cloud to standardize and consolidate carbon emissions data across business units, automate emissions calculation and reporting, and ensure compliance with ESG regulations.

“Salesforce continues to find unique applications across a diverse set of sectors, including manufacturing, healthcare, and media,” said Vibhanshu Agarwal, senior analyst at Avasant. “Its ability to drive targeted sales, service, and marketing activities while incorporating industry-specific nuances drives its adoption.”

The Salesforce Services 2024 RadarView™ also features profiles of the 27 service providers, including their solutions, offerings, and experience in assisting enterprises with Salesforce adoption.

This Research Byte is a brief overview of Avasant’s Salesforce Services 2024 Market Insights™ and Salesforce Services 2024 RadarView™. (click for pricing)