Product(s): IBM Custom Software Development Services
Overall Comment:"As a system integrator, IBM has implemented the Salesforce platform behind our loyalty program. As an SI, IBM has demonstrated outstanding technical skills and experience, and exceptional ownership over the successful delivery - which helped us to overcome all difficulties that came up during our 4-year long roadmap. "
Technical expertise and ownership of team members. IBM was able to develop all components of our Salesforce platform (Sales and Service Cloud, Marketing Cloud, Data Cloud, Loyalty Management, Experience Cloud) and integrate them (with Mulesoft) with our POS systems and mobile app with a very high quality and has created a very stable, reliable architecture that serves our business very well.
Business strategy and change management services could have been stronger. IBM has been focusing on the technical aspects of our program, but I believe there could have been space to add value on the business side as well.