Computacenter can boast the highest customer satisfaction rate among Belgian companies, followed by Stefanini, Hexaware and GTT. Those who do not fare so well are TCS, NTT Data, Kyndril, Orange Cyberdefense, NRB and especially IBM. This is the conclusion of the latest Whitelane Research study by Jef Loos, which surveyed 330 companies and examined 800 IT outsourcing contracts worth at least 1 million euros, as well as 800 other cloud platform contracts.
Global satifaction
It is striking that only one in three IT managers surveyed said they would spend more on IT outsourcing this year. Last year, this figure was almost half. Traditionally, Belgium turns to nearshore solutions in Europe, but the cost factor is playing an increasingly important role. Indian players such as Hexaware, TCS, Cognizant, Infosys, Wipro and Tech Mahindra together realise a turnover of around 1 billion euros in our country. ‘There are too many ICT service providers,’ says Jef Loos. What’s more, the pressure on prices is increasing. ‘Microsoft and SAP increase their prices by 5% every year, with hardly any room for negotiation. IT managers therefore have no choice but to pass this increase on to service providers. On the other hand, the latter have seen their personnel costs increase by 20% in recent years. The situation is therefore becoming increasingly difficult for them. In addition, Deloitte, Accenture, KPMG, PWC, McKinsey and Boston are taking an increasingly large share of the market thanks to digital transformation. ‘And there are still many Indian companies that want to set up in Belgium,’ says Jef Loos.
Applications
In application services, Deloitte, Cognizant and Cegeka are the top performers. Despite the holding company’s financial difficulties, Atos/Eviden is still managing to satisfy its Belgian customers. CapGemini is going through a difficult period and has a number of rather dissatisfied customers.
Cloud infrastructure
NRB is not doing very well in the field of applications, but is doing well in the field of cloud and infrastructure services. The Limburg integrator Cegeka is doing very well in this area, as is Atos/Eviden. Kyndryl and Proximus share third place.
the workplace
Computacenter is the leader in workplace services and has no dissatisfied customers among the 20 contracts reviewed. Stefanini and Econocom complete the top three. Cegeka and Proximus have an average customer satisfaction rate of 77%.
network and connectivity
In terms of network and connectivity services, the supplier GTT, led by Michel Verwaerde, tops the list with extremely satisfied customers such as Samsonite, Etex and TVH. Telenet, NTT Data, Cegeka and Computacenter make up the top 5. It is striking that Proximus, BT and NRB are below average in this area.
Security services
Proximus scores well in security services, only beaten by Cegeka and Telenet. Inetum-RealDolmen also seems to have built up a good reputation in this area. It is striking that the top four are all Belgian service providers. Unexpectedly, Cronos comes last in this satisfaction index.
Article by Luc Blyaert
