2025 IT Sourcing Study – Switzerland
The 2025 Swiss IT Sourcing Study is the most comprehensive analysis of IT service and cloud platform provider performance in Switzerland. Based on input from nearly 170 of the country’s largest IT spending organizations, the study evaluates over 400 unique IT sourcing relationships and more than 550 cloud platform relationships.
IT sourcing plans remain largely stable compared to last year.
Twenty-seven percent of survey respondents plan to increase IT spending with external providers over the next two years, 39% expect no change, 20% intend to reduce spending, and 14% remain unsure. IT sourcing plans vary notably by industry. In financial services, fewer organizations plan to cut external expenditure (22%, down from 38%), while uncertainty has doubled to 18%. The manufacturing and chemicals sector remains largely stable, with 41% planning no changes and relatively low uncertainty (10%). In the pharmaceutical sector, 27% plan to insource, the highest among all sectors, indicating a sector in transition driven by cost pressures and a push for internal digital capabilities.
Cost reduction remains the primary motivation for outsourcing.
Among those increasing their use of external providers, 63% cite achieving cost savings as the main driver, followed by the ability to focus on core business functions (44%). For the first time, access to innovation—identified by 42% of respondents—ranks among the top three outsourcing drivers.
Strong AI investment outlook.
A notable 91% of organizations plan to increase their AI-related investments over the next two to three years. Of these, 36% anticipate a significant increase and 55% foresee a moderate rise. Key obstacles to wider AI adoption include data quality challenges (59%), a lack of skilled personnel (46%), and compliance concerns (41%).
Significant AI Investment
36%
Moderate AI Investment
55%
Swiss organizations are shifting from onshore to nearshore outsourcing models.
Nearshore outsourcing is on the rise: 44% of respondents plan to expand nearshore usage, 48% will maintain current levels, and just 8% expect a reduction. In contrast, nearly half of clients (44%) plan to reduce their use of onshore service providers, while only 9% expect to increase it. This trend reflects growing confidence in nearshore delivery, driven by advantages such as geographic proximity, cultural alignment, and cost efficiency.
Knowledge retention and cost pressures drive the trend toward insourcing.
One in five respondents plans to reduce spending on external providers in the next two years. The main driver is the desire to retain critical knowledge in-house (59%). Cost considerations also play a role, with 41% viewing insourcing as more financially attractive than outsourcing.
AI adoption accelerates, but business transformation remains limited.
AI adoption is increasing rapidly. Only 3% of respondents report that they are not using AI or generative AI tools—down significantly from 16% last year. Most organizations (36%) are using widely available tools such as ChatGPT and Microsoft Copilot, while 19% are experimenting with internally developed AI solutions that are not yet fully implemented. Despite this growing adoption, the impact on business operations remains limited. Only 16% of respondents see a significant or transformative effect of their own GenAI solutions on their business operations.
Average satisfaction reaches record high of 78%.
The 2025 Swiss IT Sourcing Study features 23 service providers, including newcomers Atos, EY, GTT, and Stefanini. EPAM remains at the top of the general satisfaction ranking, joined by GTT and Stefanini with scores of 85%, followed by Wipro at 83%. The average satisfaction score increased by three percentage points to 78%, marking the highest score to date.
General Satisfaction (Top 4)
Exceptional Performers
Six service providers have achieved Exceptional Performer status in one or more IT service towers, with satisfaction scores exceeding the market average and above the standard deviation:
• Application Services: EPAM, NTT DATA and Wipro
• Cloud & Infrastructure Services: Wipro
• Workplace Services: Stefanini
• Network & Connectivity: GTT and NTT DATA
• Security Services: TCS
• General Satisfaction: EPAM, GTT, Stefanini and Wipro
Clients expect more strategic engagement from service providers.
Thirty-nine percent of respondents say their providers fail to challenge them strategically—the most common weakness cited. Additionally, 33% report that providers rely too heavily on inexperienced staff, while 32% highlight a lack of industry-specific business knowledge.
One-third of organizations plan to increase their use of public cloud services.
One-third of respondents plan to significantly increase their use of public cloud services, while 51% expect to maintain their current levels. Only 2% plan to reduce public cloud usage, and 14% remain undecided.
AWS, Azure, and Dynamics 365 top cloud platform rankings.
Of the 556 cloud platform relationships evaluated, 65% were rated as “satisfied” or “very satisfied.” However, the proportion of “very satisfied” evaluations fell by six points to just 12%, suggesting a decline in overall satisfaction. Amazon Web Services (AWS) and Microsoft Azure lead the infrastructure cloud platforms ranking with satisfaction scores of 79%, while Microsoft Dynamics 365 tops the software cloud platforms category with a score of 76%.
IaaS/PaaS
SaaS
2025 Swiss – Final Report
Whitelane’s final report offers key insights into IT sourcing and governance trends, featuring rankings of IT service providers across five IT service towers and five key performance indicators (KPIs). It also includes rankings of the leading cloud platform providers for both IaaS/PaaS and SaaS. For more information, contact info(@)whitelane.com.
