SPI Research is proud to announce the 2017 top performers. Due to privacy policies, three of the top twenty-one Best-of-the-Best Professional Services organizations declined to provide their profiles however their metrics and best practices are included in the “Best-of-the-Best” analysis.
This year’s top performers are experiencing tremendous growth. Many have both acquired and been acquired, as larger firms seek to grab some of their magic. A top challenge is maintaining their esprit de corps as they grow. To ensure their cultures of continuous learning are passed down to newcomers and the next generation of leaders, many have built strong consulting and leadership development programs, emphasizing and supporting accountability at all levels.
They believe in working hard and celebrating often. All-company meetings occur on a regular basis, providing a platform for team building, learning and sharing. To support growth, many top performing firms have built robust college recruiting and training programs, often supported by summer internship programs. College hires are typically brought onboard through “classes” who start at the same time, work in the same office and go through training together. Top firms are also constantly on the lookout for experienced, strategic hires. They are not afraid to invest in superlative senior hires around whom they can build new business lines and solutions.
Another element of their success is to provide open books and communication so all levels of the organization are empowered to make proactive, fact-based decisions. Transparency binds employees to the direction and strategy of the firm, propelling superlative execution. Integrated business applications are an essential component of supporting their high levels of employee and revenue growth.
Best-of-the-Best Firms outperform the rest!
SPI Research honors the 2017 Best-of-the-Best Service Organizations
Fruition Partners, a Division of CSC
Fruition Partners, a CSC company, is a global technology-enabled services firm focused on elevating service management to the cloud. Backed by hundreds of experienced ServiceNow experts, Fruition Partners delivers best practice implementation services, strategic guidance, and innovative platform solutions. Together with CSC’s cross vertical expertise and broader offerings, including Cybersecurity and Big Data, Fruition Partners is able to help organizations attain success throughout the entire Service Transformation process.
“Fruition Partners is ecstatic to be named a ‘Best-of-the-Best’ firm, for the second consecutive year. During a period of incredible growth and change for CSC, we continue to set a positive example as our nimble business practices are analyzed and adopted by other business units within the global organization. Culturally, we reinforce a spirit of honesty and continuous improvement. We are very proud to celebrate our continued success and embrace change.”
Scott Klein, Global Chief Operating Officer – Fruition Partners Practice; Fruition Partners, a CSC Company
Neueda is a global IT consultancy, training and software development company, headquartered in Belfast Ireland, with over 200 industry professionals with specific industry focus on Public Sector, Utilities and Capital Markets. Since 2004, Neueda have been delivering large scale, mission critical software projects to our public and private sector clients globally – leveraging our technical and domain expertise. To all our customers, we are seen as the trusted partner behind their digital service transformation. Neueda’s success is based on an exceptional team of subject-matter-experts and a unique agile delivery approach.
“None of this growth would have been possible without the expertise and commitment of the team here at Neueda. Targeting the fastest growing market segments, having a team that is strongly focused on customer success and agile delivery with innovative business models, allows us to continue to create new solutions and technologies for our clients. We have exciting plans to further accelerate growth over the next few years maintaining Northern Ireland as our centre of excellence but expanding our service offerings into new product and IP specific opportunities and Managed Services that will take us into new international markets across our target sectors.”
Peter Russell – Director Sales and Marketing, Neueda
SaaSfocus Inc. is a customer-centric, high-tech, cloud services consulting company focused on aiding and consulting businesses in their pursuit of cloud and other emerging technology solutions. We provide process and technology consulting with strong expertise in integration and customization of cloud based applications such as Salesforce.com, Force.com and Amazon Web Services. We are a proud Platinum Alliance Partner of Salesforce.com and Advanced Consulting Partner of Amazon Web services.
“We are building something. I think the thing I’ve learned is if you’re an entrepreneur you can’t help but be a builder. But here’s the thing, you have to do it one step at a time, but you have to actually start and operate with some intention. That is what building looks like. You usually aren’t a $100 million dollar company overnight and you don’t fix gender inequality in two years. But you try really really hard. A year goes by and you see a dent. You see lives changing, you see people growing. You see an accepting and nurturing workplace developing for people with many walks of life and you realize this is what building truly is and this is how this becomes worth it. We are honored to be recognized as one of this year’s Best-of-the-Best Professional Services organizations because it validates we really are building something meaningful.”
Nathan Mueller, CEO, SaasFocus
At CirrusOne we deliver high quality consulting services for the world’s largest enterprises. Our team of architects, consultants and executives brings a diverse range of expertise to offer trusted advice on how to maximize our client’s technology investment. We specialize in the delivery of complex CPQ, CLM, billing and customer success solutions by finding ways to match our client needs with the product’s capabilities.
“CirrusOne is honored to be recognized as a ‘Best-of-the-Best’ organization. We take pride in what we do and this honor reaffirms our dedication to service excellence as we strive to help our customers succeed. The PS Maturity Model™ has become a valuable benchmark in our efforts to meet the evolving needs of our customers and a useful guide to pinpoint areas of success and those that require improvement. Being recognized as a Best-of-the-Best winner is not only an incredible honor, but also a reflection of the values we try to embody daily of trust and empowerment of our people. Consulting is hard work. Focus on results. Never compromise on quality. Every customer must be referenceable. From an operations perspective, the numbers don’t lie. Focus on predictability.”
John Pora, Managing Partner, CirrusOne
Mason Advisory is a UK-based, independent IT consulting firm that does things differently. We work with clients across all sectors to solve complex business challenges through intelligent use of IT. Our team aims to help clients set their strategy and then deliver on those decisions.
“Mason Advisory is a relatively young IT consulting firm that’s growing quickly, which is why we’re particularly delighted to have been recognised as one of the Best-of-the-Best professional services organisations. We have expanded our business by offering something a bit different from the traditional consultancy model – providing experienced teams that combine technology expertise with commercial and business sense. This recognition reflects our ambition to become one of the leading boutique consultancies in the UK.”
Steve Watmough, CEO of Mason Advisory
The Centrify Identity Platform protects against the leading point of attack used in data breaches — compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Trusted by more than 5,000 customers, including half of the Fortune 50, Centrify secures identities across hybrid, cloud, mobile and on-premises IT environments.
“To build a truly exceptional company, providing great service is not enough. From the beginning, every aspect of Centrify has been focused on the customer. We have built a culture of customer service which is reflected in the longevity, respect and trust we establish with our clients. Our service professionals have walked a mile in the shoes of the clients we serve so they can relate to the issues they face everday. That is why we have one of the highest satisfaction and retention rates in the industry and why we are perennial high performers in Gartner and Forrester Wave rankings. We are honored to be recognized as one of this year’s Best-of-the-Best service organizations and feel it is an accurate portrayal of the quality and commitment we put into every customer engagement.”
Dean Thompson, VP of Global Technical Services and OEM Sales, Centrify
Stoneridge Software draws on years of experience in the Microsoft Dynamics space to provide complex ERP implementation and support. We look for the best and most experienced team members so that our clients have a consistently good experience. Our mission at Stoneridge Software is to “Enable Your Business”; we have the highly experienced Microsoft Dynamics resources who can help you reach your goals.
"We are honored to be recognized as one of Service Performance Insight’s Best-of-the-Best for 2017. We appreciate the recognition for the quality of the organization we’ve built in three fast-paced years. The five pillars of Service Performance (Leadership, Client Relations, Human Capital Alignment, Service Execution and Finance and Operations) are aligned with our core values as a company. From the beginning our mission has been to be the best provider of Microsoft Dynamics ERP consulting and we are thrilled to be acknowledged for our operational excellence as we continue to grow our presence in the marketplace.”
Eric Newell, President and Founder of Stoneridge Software
e4 Services, LLC is a healthcare information technology consulting firm specializing in clinical, hospital information management and revenue cycle services. e4 helps healthcare organizations simplify, manage, implement and transition clinical, health information management, and revenue cycle computer systems, applications, workflow and operations. e4 is a three-time winner.
“Being recognized again by SPI as a top performer is particularly gratifying this year. Driven in large part by regulatory initiatives that we assisted our clients with, 2015 was a year of tremendous growth. We entered into 2016 with some uncertainty regarding whether we would be able to continue to grow on top of that performance. Due to the tremendous work of our team members and their focus on our customers, we shattered our targets for the year and put ourselves a full year ahead of our 5-year plan. Our customer focus and ability to adapt to their changing needs, as well as our leadership team’s persistent focus on our core metrics (based on many emphasized in the SPI report) positioned us for another successful year. The PS Maturity™ report continues to serve as the benchmark that we measure ourselves against, and where we look for new ways to stay on top of our business.”
Jim Hennessy, CEO e4 Services, LLC
Since 1993, Superior Controls, Inc. has reliably delivered professionally executed automation and control systems integration services to leading companies in 30 separate states and 15 countries. In addition to being six-time certified by the Control System Integrators Association (CSIA), Superior Controls has passed a number of project management and validation audits performed by industry leaders such as Pfizer, Biogen, GE Healthcare, and more. As Superior Controls now undergoes expansion, it will exhibit the same commitment to innovation and quality that customers have come to expect over the last 23 years.
“Being recognized as a “Best-of-the-Best” services organization is a tremendous honor. Superior Controls has a proven track record of success. The company has established itself as a leader in providing industrial automation and IT solutions for highly regulated industries, including Biotech, Food and Beverage, and Energy production. This honor recognizes the hard work and dedication of our experienced team of professionals along with our focus on building disciplined methods and systems to ensure our client projects are delivered with speed, responsiveness and reliability. We look forward to continue building the systems and processes vital to scaling the company for even more success.”
Allen Schweitzer, CFO Superior Controls
Logical Design Solutions, Inc.
Logical Design Solutions (LDS) is a management consultancy specializing in digital strategy and design for global organizations. We partner with clients to envision and design emerging digital ecosystems. Our work can be found wherever business ecosystems are complex and changing, and where the human element is of critical importance. For more information, visit LDS.com.
“LDS is honored to be named a “Best-of-the-Best” consulting firm for the 8th year in a row. Making the decision to implement a Professional Service application is the easy part, understanding and managing by the information it provides is hard. The SPI Research PS Maturity Model™ and five Service Performance Pillars™ gives you what you need to bring it all to life.”
Bruce Lovenberg, CPA Chief Financial Officer, Logical Design Solutions
Advoco is a leading Enterprise Asset Management (EAM) consulting services company that has seen continual growth since its founding. By optimizing our clients’ business performance through an improved application and implementation of Infor EAM, Advoco forms a trusted partnership and meets the complex needs of leading organizations around the world. The company focuses solely on delivering best-in-class Infor EAM solutions, allowing a depth of product knowledge that is unmatched.
“In Latin, advoco means ‘to call in an advisor.’ This thought is at the center of everything we do—we want to earn the title of trusted advisor from our customers. This is the driving force that pushes us to deliver innovative solutions that help our customers succeed in having the best EAM solution possible. But we’re doing more than just delivering solutions—we’re creating an Advoco culture. From our fitness challenges and charitable giving, to our wine making and legendary annual customer conference, we’re creating a culture our team and our clients can rally around. We are truly honored to be named as one of the Best-of-the-Best Professional Services organizations because it shows that we are being recognized in our industry for our growth, our commitment to service, and the innovative things we are doing to build a company people want to stand behind and support.”
Steve Brindle, Founder and Partner, Advoco
Collaborative Solutions is a leading global Finance and HR Transformation consultancy that leverages world-class cloud solutions to help deliver successful outcomes for its customers. As one of the longest-tenured consulting partners with Workday, Collaborative Solutions has a 98% customer satisfaction rate and has partnered with over 325 customers including global Fortune 500 companies, medium-sized businesses, and education and government institutions. Collaborative Solutions has deployed in over 125 countries and has experience with organizations ranging from 200 to 200,000 employees. Collaborative Solutions is based in the Washington, D.C., metro area with offices in Pleasanton, CA; Chicago, IL; Atlanta, GA; Tampa, FL; New York City, NY; Toronto, Ontario; and Dublin, Ireland.
"At Collaborative Solutions we take pride in our unique culture and industry-leading customer satisfaction. We are humbled to be recognized by Service Performance Insight as a ‘Best-of-the Best’ Professional Services Organization. Not only is this achievement an honor to receive, but it reflects our distinct company culture. Client success and a 98% customer satisfaction rating happens when you are focused on hiring and retaining driven, enthusiastic people.”
Bob Maller, President and Chief Culture Officer at Collaborative Solutions
Pariveda Solutions, Inc.
Pariveda Solutions is a technology strategy and solutions firm focusing on developing exceptional people to solve our clients’ most complex and valuable business problems. We are multifaceted problem solvers who provide strategic consulting services and custom application development solutions for mobility, cloud computing, data, portals and collaboration, CRM, custom software, enterprise integration and the user experience needs of our clients.
“Among the many firms in our industry, we are honored to be recognized as a “Best-of-the-Best” services organization three years in a row. Our consultants are diligent in their daily efforts as they grow to their fullest potential while creating and providing value for our clients through innovative solutions.”
Kerry Stover, Chief Operating Officer, Pariveda Solutions
For over 40 years, Aspect has been driven to help enterprises and customers better communicate and collaborate around the customer experience. Aspect’s contact center, self-service and workforce solutions work together to deliver better outcomes for those on either side of the conversation. Our approach makes the engagement technologies consumers prefer (text, chat and social) fundamental and harmonious to the overall customer experience. It also lets consumers do more for themselves through self-service solutions that address the preference for text as a simple and central entry point to the entire customer experience, which results in intelligent, two-way automated conversations powered by natural language understanding.
“I am extremely proud of the ongoing transformation of our professional services organization and the dramatic performance gains we have made. By developing a consistent, repeatable service delivery framework we have been able to reduce our client’s time to benefit and total cost of ownership, all while improving utilization, quality and consistency. The changes we are driving are both qualitative and quantitative. We believe that our inclusion in the ‘Best-of-the-Best’ professional service organizations is testimony to our focus on helping our clients and employees align to their goals and objectives – at the start of their contact center journey and in the long term as they grow and evolve.”
Kenneth Ewell, Senior Vice President, Worldwide Professional Services, Aspect Software
Jacobus Consulting is a leading healthcare consulting firm that partners with healthcare systems and providers to continually improve patient care and quality, system and workflow operations, and financial performance. A KLAS® top rated firm, Jacobus Consulting excels in all critical IT Advisory metrics that measure the industry's top 36 healthcare consulting firms. Customers praise our strategic competency, tools and methodology, healthcare knowledge and expertise, and operational execution to exceed their goals for the patient experience across the continuum of care, revenue cycle excellence, and the shift to value-based care.
"We are honored to be acknowledged as one of the first "Best-of-the-Best" healthcare professional services firms. Through our unified applications on the Salesforce1 and FinancialForce platforms, and our commitment to providing the highest quality consultants, we empower healthcare providers to transform their care to be patient and community centered as consumerism and a person's health journey continue to shape the demands of our industry."
Alan Hall SVP, Information Technology and Operations Jacobus Consulting
Integrated Project Management Company
Integrated Project Management Company, Inc. (IPM) is a leading project management consulting firm specializing in planning and implementing strategic and critical projects in the life sciences, healthcare, and consumer products sectors. Our leadership approach combines clients’ internal capabilities and legacy knowledge with IPM’s proven ability to inspire stakeholder engagement and buy-in to achieve project objectives. Since our inception in 1988, IPM has served more than 350 clients, from Fortune 100 companies to startups, and completed nearly 4,000 projects. Founded on a commitment to excellence, ethical and insightful leadership, community involvement, and the well-being of our family of employees, IPM’s goal is to build a business that thrives 100 years—and beyond.
“IPM is honored to be named a ‘Best-of-the-Best’ Service Organization. We are proud of the service we provide to our clients, and are dedicated to helping them succeed. Our passion is reflected in the quality and dedication of our skilled and caring employees, who are our most valuable asset. Our mission is honored each time we exceed a client’s expectations and each time an employee achieves his or her dreams.”
Timothy J. Czech, Chief Financial Officer, IPM
AHEAD is a consulting company that helps enterprises transform how and where they run applications and infrastructure. From strategy, to implementation, to ongoing managed services, we create tailored cloud solutions for enterprises at all stages of the cloud journey.
“AHEAD is honored to be recognized by Service Performance Insight as one of the Best-of-the-Best Services organizations in the industry. Not only do we approach every project with a deep expertise, but strive to provide every customer with an exceptional experience. Customer satisfaction and dedication to service excellence is in the fabric of AHEAD and its employees, and has been since day one. Receiving this award is a testimony to our efforts and our accomplishments.”
Paul Bostjancic, Director of Service Delivery, Ahead LLC
Box is an enterprise content management platform that solves simple and complex challenges, from sharing and accessing files on mobile devices to sophisticated business processes like data governance and retention. Since 2005, Box has made it easier for people to securely share ideas, collaborate and get work done faster. Today, more than 41 million users and 59,000 businesses—including 59% of the Fortune 500—trust Box to manage content in the cloud.
“Box Consulting is the professional services arm of Box, helping customers realize the value of transforming the way they work and maximize the benefits of their Box deployment. Box Consulting offers implementation packages for customers ranging from 50 employees to hundreds of thousands of employees and collaborators globally. Additionally, Box Consulting helps customers optimize existing deployments, move legacy ECM solutions to Box, and build custom business applications on the Box Platform. Meeting our customer's objectives requires running an excellent professional services operation and as such we are pleased to be recognized as one of this year’s Best-of-the-Best Professional Services organizations.”
Tim Smith, VP Consulting, Box
This year’s Best-of-the-Best are characterized by high growth, profit, and high levels of client satisfaction. Every year we find the best firms are also the fastest growing. On average, they grew year over year PS revenue by 20.4% – more than double the revenue growth of average firms (8.4%). Year-over-year employee headcount growth was even more impressive at 16.9%, which is almost three times the headcount growth of average firms (5.9%). For these fast growing firms their top challenge is finding and growing the talent they need to sustain their dynamic growth while maintaining a culture of excellence.
The Best featured a much higher percentage of billable employees, and depend slightly less on third-party resources, preferring to recruit and deploy their own talented resources without heavily relying on subcontractors which translated to higher levels of both employee and client satisfaction.
Half of this year’s top performers augmented their organic growth with acquisitions or were acquired by larger firms. Five firms participated in over four acquisitions as they consolidated their market dominance. Top-performing firms were able to use their own transformation and change management capabilities to quickly integrate and take advantage of acquisitions as a catalyst for growth.