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Global PACS 2016
An In-Depth Look at Product Quality and Support
Author
Eder Lagemann
Author
Paul Warburton
Global PACS is the most searched global segment tracked in KLAS’ online database, and with good reason—there is significant variation in how well the many vendors in the field deliver. This report examines the performance (outside the United States) of both regional and multiregional PACS vendors in light of two aspects providers identify as most critical to their success: product quality and support.
1. STRATEGIC GROWTH FOR SECTRA, INFINITT BENEFITS PROVIDERS
Multiregional players Sectra and INFINITT†work to prevent their growth from outpacing their ability to support customers. Sectra clients praise the availability and quality of the service they receive from all levels-executives to frontline personnel. INFINITT†and Fuji†build up strong region-specific support channels. Intelerad†, found in English-speaking countries, excels at guiding customization. Conversely, Agfa and GE Healthcare customers say their vendors' poorly managed growth and focus on sales have resulted in meager support and a lack of new development.
2. SECTRA, CARESTREAM TOP MULTIREGIONAL VENDORS FOR TECHNOLOGY
Sectra users report a stable, easy-to use product that can be customized to meet their needs. Carestream clients describe their system as sleek and easy to use, with satisfaction improving over time. Intelerad†and INFINITT†are noted for great image quality and cutting-edge development. Frustrated with their current systems, Agfa and GE Healthcare customers are approaching the vendors' latest offerings with caution, citing previous track records of not following through.
3. MANY AGFA, GE, AND PHILIPS CUSTOMERS CONSIDERING AN EXIT STRATEGY
Agfa, GE Healthcare, and Philips all have large numbers of customers approaching the end of their contract terms, and current dissatisfaction has many reporting that they are considering all options before deciding on a go-forward strategy. They report that vendors like Carestream, Sectra, and INFINITT†provide attractive alternatives to their current issues with integration (Philips) and support (Agfa and GE). Carestream especially has seen high growth in recent years, with the highest number of validated new clients and a low number of clients reporting plans to leave.
4. REGIONAL VENDORS EBIT, MILLENSYS SET THE BAR FOR PROACTIVE SUPPORT
Smaller customer bases and a regional focus allow EBIT (Europe) and MILLENSYS (Middle East) to deliver responsive executive relationships and robust phone/web support. MILLENSYS is also noted for incorporating customer feedback to improve the system. Of the multiregional vendors, Intelerad†has remained nimble in Northern America, facilitating easy executive communication and highly capable first-tier support. Conversely, Carestream providers report concerns over scant support resources, while Agfa and GE Healthcare customers are highly frustrated-GE drops the ball with support after the sale is made, and many Agfa customers struggle with the widely varying quality of third-party support.
Writer
Elizabeth Pew
Designer
Natalie Jamison
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2024 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.