In a market oversaturated with digital transformation promises, Inetum is striving to deliver tangible results for its primarily European clients with precision, clarity and consistency. Under the strategic leadership of Kathy Quashie, EVP and CEO of Inetum Growing Markets and Hemant Lamba, CEO of Inetum Solutions worldwide, the European digital services company is not just participating in the transformation conversation — it is shaping it.
Leveraging Platform-Based Strategy
With an ambitious yet focused approach, Inetum is leveraging its platform-based strategy, deep client intimacy, and differentiated delivery model to create meaningful business outcomes across Europe and growing markets. Quashie emphasizes, “From public sector modernization to AI-enabled service innovation, Inetum is positioning itself as a scalable and trusted partner.
“Digital” is a term that’s lost much of its punch through overuse. For Inetum, however, digital transformation isn’t a nebulous aspiration — it’s a defined, data-driven strategy anchored in three principles: cloud-first, data-first, and AI-first.
“When we speak of transformation, it’s about harmonizing technology with business—not just implementing software,” explains Lamba. “We take a platform-centric view, integrating best-in-class solutions like ServiceNow, SAP, Salesforce and Microsoft, and across the value chain. That’s where real impact begins.”
This strategy emphasizes seamless integration—from customer acquisition and internal employee experience to backend supply chain and compliance. What sets Inetum apart is its dedication not only to the mid-market and public sector but also to verticalization. We develop industry-specific use cases in areas such as e-health, Industry 4.0, utilities, smart cities, retail, and telecom. This approach ensures that transformation initiatives are not only technical but intimately aligned with industry needs.
Embedding GenAI and Agentic AI
With GenAI and Agentic AI reshaping enterprise value propositions, Inetum has taken a decisive step toward embedding these technologies into its core offerings.
“Innovation is in our DNA,” says Lamba, who also oversees the group’s innovation labs. “We don’t just experiment with GenAI — we’ve built an internal GenAI Hub that is LLM-agnostic and designed to scale. From training to deployment, we help our clients be AI-ready, not just AI-curious.”
The company’s “AI readiness” model begins with robust data foundations, followed by cloud optimization and platform alignment. It’s a pragmatic model that rejects “proof-of-concept fatigue” — a trap many organizations fall into when AI projects stall after initial tests.
“In a high-trust environment, people are empowered to innovate and take responsibility. Culture isn’t taught—it’s experienced.” – Hemant Lamba, EVP and CEO of Inetum Solutions
Inetum’s enterprise AI solutions range from predictive analytics and workflow automation to Agentic AI that enables autonomous decision-making within defined business constraints. Its early selection by ServiceNow as one of the top 10 partners to pilot its Agentic AI use cases further underscores Inetum’s credentials.
Focused Market Strategy
Inetum focuses squarely on markets where it can build depth, not just breadth. Nearly 100% of its business is concentrated in Europe, particularly in mid-market enterprises and the public sector.
“We’ve worked closely with regional governments and public institutions,” Quashie notes. “We speak the languages, understand the regulations, and build intimacy at a regional level.”
This intimacy fuels trust—an asset Inetum cultivates deliberately. Its best-shore strategy, a hybrid of nearshore, offshore, and on-site delivery, reflects this client-centric ethos. Whether it’s leveraging SAP expertise from Portugal or deploying ServiceNow talent from Bulgaria and India, the company offers flexibility without compromising cultural relevance or quality.
Culture as a Competitive Differentiator
To Quashie and Lamba, culture is more than a corporate cliché—it’s a competitive differentiator. Both have gathered leadership across geographies to co-create trust-focused team norms, emphasizing trust, accountability, and excellence.
“In a high-trust environment, people are empowered to innovate and take responsibility,” Lamba explains. “Culture isn’t taught—it’s experienced.”
Quashie echoes this sentiment, pointing to Inetum’s strategic bet on the UK and Ireland (UKI) as a proving ground for cultural and operational cohesion. With Inetum’s acquisition of ServiceNow specialist Unifii, the UKI market has become a launchpad for its broader strategy of organic growth in the growing markets.
Disciplined Expansion
Despite operating in a competitive landscape, Inetum’s growth strategy avoids the pitfalls of undisciplined expansion. Instead, it targets high-potential regions like the UK and Ireland, combining local acquisitions with innovation labs and deep partner ecosystems.
Their success in public sector IT has been bolstered by the UK government’s BOS2 framework (RM6285), G-Cloud 14 and DOS 6, giving Inetum direct access to public sector procurement for cloud and hybrid SaaS solutions. These strategic footholds are part of a deliberate plan to replicate their proven European model in newer markets.
“Focus is our superpower,” Quashie notes. “We’re not trying to be everything to everyone. We’re solving real problems in sectors we understand deeply.”
With over 7,000 experts in its Solutions unit and a goal to double its team size in the coming years, Inetum places massive emphasis on capability building. Its 2025 certification strategy aims to ensure 100% of consultants are certified across its four core platforms— ServiceNow, SAP, Salesforce and Microsoft.
Centers of Excellence
Regional hubs such as Bulgaria (ServiceNow), Portugal (SAP), and Belgium (Microsoft) are not only delivery centers but also Centers of Excellence. These hubs enable Inetum to execute at scale while retaining regional specificity, a balance few competitors manage well.
“Focus is our superpower. We’re not trying to be everything to everyone. We’re solving real problems in sectors we understand deeply.” – Kathy Quashie, EVP and CEO of Inetum Growing Markets
Moreover, each hub operates with internal academies and innovation labs. We have seven GenAI Hubs across Europe to accelerate learning and product development in tandem.
Overcoming AI Fatigue
Lamba acknowledges the industry-wide fatigue around AI. “There’s too much ‘death by POC,’” he quips. “Everyone is experimenting, but few are scaling. Our approach is grounded—we ask: What is the business case? Are you AI-ready? If not, we get you there.”
Inetum’s GenAI Factory is a cornerstone of this effort, offering enterprises a structured way to develop, deploy, and scale generative and agentic AI solutions across their platforms. This includes industry-specific applications already live in ServiceNow’s marketplace.
Enterprise-First AI Approach
Quashie stresses, “Crucially, Inetum’s AI approach is enterprise-first. Inetum helps clients bridge structured and unstructured data environments, a key hurdle in most GenAI implementations. Whether dealing with legacy databases or real-time cloud services, the goal is to unify and extract value seamlessly”. Security is also paramount. As AI expands, so do the risks. Inetum’s AI roadmap includes a strong focus on zero-trust frameworks and cybersecurity, integrating safety protocols from day one.
Bold Ambitions and Repeatable Playbook
Inetum’s ambitions are bold: to be the uncontested leader in digital transformation for Europe’s upper mid-market and public sector. Yet, it’s the clarity of execution that’s winning clients. Its playbook is repeatable: start with client intimacy, build on trusted platforms, layer in AI and data, and deliver through a blended nearshore/onshore model. It’s a strategy grounded in execution, not hype.
As Lamba puts it, “We’re not interested in being the loudest voice—we want to be the most dependable one.”
Inetum’s story is not one of radical reinvention but one of focused excellence. For C-level leaders navigating a complex landscape of AI promises, hybrid cloud realities, and digital fatigue, Inetum offers a model worth emulating: pragmatic innovation, deeply local engagement, and an uncompromising focus on results. At a time when many digital transformation narratives are fraying under scrutiny, Inetum’s is just beginning to unfold—with clarity, credibility, and a roadmap built not just for growth, but for trust.
What This Means for ERP Insiders
Focus on industry-specific solutions and deep platform integration. Inetum’s competitive advantage lies in its verticalization strategy (developing industry-specific use cases) and its platform-centric approach, integrating best-in-class solutions like ServiceNow, SAP, Salesforce and Microsoft. The company focuses on understanding the unique needs of specific industries like smart cities, e-health or utilities, for example, and ensuring seamless integration of ERP systems within a broader digital ecosystem. As Quashie aptly summarized, “Thus, seeking partners, like Inetum, who not only implement ERP but also possess deep industry knowledge and a proven track record for delivering tangible business outcomes.”
Emphasize client intimacy and a trust-focused culture for true success. Deep client intimacy, particularly within the European mid-market and public sector, leveraging regional understanding and a blended delivery model are some of the hallmarks that have made Inetum successful. As Quashie and Lamba point out, their internal culture emphasizes trust, accountability, and excellence. This underscores the value of prioritizing strong, long-term relationships, understanding regional context and regulations, and fostering a collaborative and trustworthy engagement. All these factors can result in more tailored ERP implementations and ongoing support that aligns with an organization’s specific needs and cultural nuances.
Focus on AI readiness and scalability for pragmatic innovation. Inetum’s approach to innovation, particularly with AI, emphasizes practical application and scalability rather than just experimentation. Their “AI readiness” model, starting with data foundations and cloud optimization, aims to avoid “proof-of-concept fatigue.” This highlights the fact that when organizations seek implementation partners, they must look for one that can guide them through a structured AI adoption journey, ensuring their data and infrastructure are prepared for AI integration. The partner should help the organization focus on solutions that can be scaled for real business impact within their ERP landscape and beyond. This is what Inetum’s mission is all about – to help our customers transform potential into performance.
