2020 Swiss IT Sourcing Study Results Published

The 2020 Swiss IT Sourcing Study, conducted by Whitelane Research in collaboration with Navisco AG – Sourcing Professionals, investigates more than 275 unique IT sourcing relationships and more than 250 cloud sourcing relationships held by close to 100 participants of the top IT spending organisations in Switzerland.

IT/Cloud Service Providers
IT sourcing relationships
Cloud sourcing relationships

Key findings from the 2020 Swiss Study:

Over the next two years more outsourcing is predicted for Switzerland, with 70% of respondents planning to outsource at the same rate or more. We have seen a trend of insourcing across the rest of Europe this year and Switzerland is no exception with an increase from 15% to 21% of organisations looking to reduce their level of outsourcing. The majority cite faster time-to market and improved quality outcomes as the main insourcing driver.


Manufacturing businesses are predicting the most outsourcing, with almost half of organisations planning to outsource more. This contrasts sharply with the financial services sector, where only 25% plan to increase their level of outsourcing (13% below the average for Switzerland) and almost one in five intend to outsource less.

Organisations in Switzerland are planning to outsource more for three joint reasons: more scalability to business needs, access to innovation and cost reduction. Innovation has increased significantly in importance although service providers continue to underestimate this outsourcing driver. The manufacturing sector is primarily outsourcing to achieve cost reduction (cited by 71%) while the financial services sector is driven by access to innovation (cited by 80%).

Overall, respondents are satisfied with their IT service provider(s), with 89% of all 277 IT sourcing relationships being rated as satisfactory, 7% being somewhat unsatisfied, 3% unsatisfied and only 1% very unsatisfied.

TCS and HCL are the joint highest ranked providers with a general satisfaction score of 79%, followed by Deloitte (78%) and Swisscom and Cognizant (both at 75%). Satisfaction remains stable with no significant decreases among the 14 ranked IT Outsourcing service providers. The IT Outsourcing providers are also ranked by applications, data centre and end-user services in the full report.

TCS 79%
HCL 79%
Deloitte 78%
Swisscom 75%
Cognizant 75%

Top 5 only (Switzerland)

Use of cloud continues to grow in Switzerland with more than 250 cloud sourcing relationships evaluated and one in two organisations predicting more than 50% of their application portfolio will be running in the cloud in two years. The average satisfaction with the cloud providers in Switzerland is higher compared to the average satisfaction on the overall ranking for IT outsourcing providers. Concerns with public cloud transition continue to focus on security and privacy issues.

Across the nine Key Performance Indicators, clients are most satisfied with account management quality and least with the innovation capabilities of their providers. Service delivery quality has been unaffected by Covid-19 with 82% of respondents citing no change in the past months.

Account Management Quality

Intelligent automation (IA) continues to increase in the UK with 53% of organisations currently using these technologies. By industry, the financial services sector is significantly ahead of other sectors with 75% using IA compared to 54% in the manufacturing sector and 26% in the public sector. While all sectors are predicted to increase their investment in IA, the biggest change will likely take place in the public sector with 50% planning to use it in the coming years.

Use of Intelligent Automation (IA) by industry

Financial Services
Public Sector
Other Sectors

On technology trends, 65% of participants are already using Intelligent Automation (IA) with another 22% planning to use it although 50% reveal the benefits of IA are only shared marginally by their IT service provider(s).

Results presentation

The results of our 2020 IT Sourcing Study for Switzerland were presented in Zurich on 23 September 2020. Jef Loos, Whitelane and Dr. Michael Heym, Navisco AG, presented the results of the study to participants of this year’s survey. The event also featured three client presentations from Hansjörg Magalhaes, Head of Global Supply Chain Systems at Takeda, Martin Fischer, IT Operations at Baloise and Yotin Shah, Global Director Digital Workplace Services at Mondelez in addition to a panel debate with service providers.

Request the Swiss management summary

Read the key findings of the 2020 Swiss IT Sourcing Study.

Purchase the full Swiss report

If you would like to purchase a copy of the full Swiss report which contains more detailed information, such as the main sourcing trends, ranking of the service providers by five different IT domains as well as by 9 different KPIs, please email info@whitelane.com.