- New KLAS Report on ERP implementations finds clients are highly satisfied with Premier’s implementation services, while Infor consulting services clients report dissatisfaction with their implementations.
- Clients view PwC as having strong ERP implementation experience and being capable of managing an ERP implementation as part of a broader business transformation.
- For Workday and Oracle ERP implementations, KPMG’s ERP implementations often exceeds Expectations while Deloitte’s ERP Clients score them the lowest for execution.
According to a new KLAS report, a number of healthcare organizations identified that the success of their ERP implementation might depend more on the implementation partner than on the actual software implemented. While some healthcare organizations choose their software vendor to manage the project, others engage a third-party firm. The latest KLAS Report tries to answer the question: Which type of partner is right for your organization?
State of Today’s ERP Market
Static for many years, the ERP software market has seen a a resurgence of energy, thanks in part to the introduction of several cloud-based solutions. With this uptick in purchasing has come an increased need for partners who can help healthcare organizations implement the technology and oversee the significant change management and training required to be fully successful.
ERP Vendor Selection and Implementation Road Map
Before beginning an ERP implementation, healthcare organizations should determine whether their project will be part of a larger business transformation. The decision drives the implementation approach into a variety of options when choosing an implementation partner:
Option 1: Your ERP software vendor
Chosen for cost/contracting reasons or because it is assumed the software vendor will know their own solution better than third-party firms (sometimes true but not guaranteed).
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KLAS Key Findings: Clients are highly satisfied with Premier’s implementation services, while Infor consulting services clients report dissatisfaction with their implementations. Workday’s role in implementations is often more focused on technical aspects than strategic leadership, while new Oracle cloud customers often report implementation challenges associated with their new cloud-based ERP solution.
Option 2: ERP business transformation & implementation leadership firm
Engaged as an overall implementation leader for some of the most complex ERP projects. Validated engagements demonstrate three key competencies: business transformation, application implementation management, and technical expertise.
KLAS Findings: Clients rank PwC high for its strong ERP implementation experience as well as their ability to manage ERP implementation as part of a broader business transformation. In addition, clients reported higher satisfaction for Oracle and Workday than those who implemented Infor. KPMG most often exceed client expectations, while fewer Deloitte clients report exceeded expectations as they account for some of the largest, most complex projects.
Option 3: ERP implementation management & staffing firm
Often engaged to provide project managers and/or technical staff for projects of low to moderate complexity. Validated engagements demonstrate two key competencies: application implementation management and technical expertise.
KLAS Findings: ROI Healthcare Solutions Consultants clients report high value for having a strong reputation for high-quality consultants with Infor expertise and on-time project delivery. Avaap clients cited their services delivers strong outcomes, including cost savings, end-user adoption, and improved organizational efficiency. Organizations implementing Infor software are the most likely to report a negative experience.
Option 4: ERP staffing firm
Provides focused technical services primarily via staff augmentation. These services do not take on overall project leadership. Resources are most often leveraged to help with software build/ customization being led by the health system, software vendor, or third-party leadership firm.
KLAS Findings: Clients reported Oxford Global Resources and Healthcare IT Leaders consistently providing high-quality support resources, setting the standard for satisfaction and quality.
Source: HIT Consultant
