Whitelane Research & PA Consulting –

Basefarm customers are highly satisfied

Once again, customers rank Basefarm at the top in Whitelane Research and PA Consulting’s annual customer satisfaction survey “IT Sourcing Study Nordic 2021”. The survey also shows the plans that IT buyers have for companies in the Nordic region.

Whitelane Research and PA Consulting have examined the customer satisfaction of over 350 companies that have completed large IT and cloud projects with 21 different suppliers. Customers have rated and ranked suppliers in nine categories with total customer satisfaction as the overall criterion.

In addition, both analysis partners collected information on market trends. The report describes business development as a driving force that led to outsourcing increasing from 47 percent to 67 last year, while the analysis shows a decline in insourcing from 19 percent to 13 percent last year.

Basefarm’s customers are satisfied, again

Customers give Basefarm very good reviews in the supplier evaluation, and this is not the first time. Year after year, Basefarm manages to place itself in the top tier despite the competition nationally as well as internationally. For example, Basefarm was ranked first among Norwegian customers in the category “general customer satisfaction” (80 percent satisfied) in last year’s report, when it also ranked second overall after TCS.

Customers are just as satisfied with Basefarm this year (80 percent satisfied). However, Infosys customers are equally satisfied with their supplier, which led to a shared second place.

When it comes to quality of service delivery, Basefarm takes home another second place. 82 percent are satisfied with Basefarm’s quality, compared to the average of 74 percent.

While last year was a first place in the category Account Management, the score was one percentage point lower in this year’s survey and landed at 82 percent, which led to a solid second place.

On the right track with the cloud investment

Basefarm has positioned itself well in public clouds. ISG recently ranked in “ISG Provider Lens 2020”, Basefarm as a leader in the Nordic region for the operation of cloud solutions in public cloud services. Compared with business-critical IT operations, which Basefarm has delivered since 2000, cloud solutions are new at Basefarm with “only” 7-8 years of experience.

– ISG Provider Lens places us at the top in the operation of cloud solutions in public cloud services, the same trend we see in the Whitelane & PA survey, where our total score of 73 percent last year increased to 77 percent this year, and we are not far behind the major international companies. Both reports show that we are on the right track, but that we must continue the work of making our cloud expertise even better known in the market. Multi-clouds and hybrid clouds are both core areas for us now and we create good results together with our customers, says Fredrik Ohlsén, CEO of Basefarm.

Datacenter / Colocation is, however, something that Basefarm is well known for with its centrally located centers in the Oslo area with a connection to fast broadband. Here, Basefarm belongs to the top three with 80 percent satisfied customers.

No Change In Outsourcing

The analysis shows that the majority (44 percent) of the Nordic customers believe that there will be no changes regarding the total outsourcing in the next few years. The BeNeLux countries have much greater faith in outsourcing, but the results may reflect that Nordic companies already outsource a lot.

It is interesting to note in the description of reasons for outsourcing more is that customers and service providers have a number of different perspectives on driving forces for outsourcing.

The Whitelaner report describes a market trend where a significantly higher proportion of the outsourced application portfolio will be operated via public clouds over the next two years. Both customers and suppliers have been asked the same question about this. It is also interesting that suppliers have significantly higher expectations than customers when it comes to moving existing (“legacy”) applications to public clouds.

A number of industries are leading the cloud journey

The transport and logistics industry appears to be the ones that are most positive about the cloud, both when it comes to placing new and existing applications in the cloud. Service providers in finance are keen on new applications, but unsurprisingly rely on existing applications where the industry has heavy solutions.

– This may be due to the fact that some industries are under greater pressure to create new solutions that meet the end customer’s expectations. For example, both the transport, logistics and retail industries had to think new and more digital due to the corona situation, says Fredrik Ohlsén, CEO of Basefarm.

Measured public sector

The public sector has limited plans for cloud migration and less willingness than the private sector to establish new solutions in public clouds.

If we look at the same thing for the countries in this Nordic survey, Norwegian companies are most positive about both new and existing solutions.

Integration with existing systems, IT and data security, as well as regulatory compliance, are ranked as the three biggest challenges linked to the transition to public clouds by both customers and suppliers in the Nordic region.