2021 Best In KLAS Financial Improvement Consulting

White Paper

How Services Firms Can Drive Successful Client Engagements 2023

04 October 23 | Sam Eaquinto and Warren Whitford

In 2022, KLAS interviewed 27 HIT services firms with broad market experience, asking them about their best practices for driving successful client engagements. Drawing from those insights and correlating them with the KLAS performance data of high-performing firms, this study—part of KLAS’ Vendor Excellence series—looks at four critical areas firms should evaluate to ensure successful engagements: measurement of outcomes, sales and contracting, internal hiring and training, and engagement execution.

Company/solution	Overall performance score (100-point scale)	Total evaluations	Trend (2020-2021)	Loyalty	Operations	Relationship	Services	Value

Chartis Group	96.3	n=6	N/A	A+	A	A	A+	A

Guidehouse (formerly Navigant)	92.0	n=10	0%	A	B	A-	B+	A

ECG Management Consultants	91.2	n=16	N/A	A-	B+	A	A-	B+

PwC	91.1	n=13	0%	A	B+	A	B+	B+

Accenture Accenture	89.7	n=10	0%	A-	B+	A	B+	B+

Premier Inc Premier	86.3	n=6	0%	A	B	B+	B+	C+

Optum	83.5	n=9	0%	B	B-	B	B	B-
	50.0	100.0

Company/solution	Trend (2020-2021)	Culture	Loyalty	Operations	Product	Relationship	Value

Chartis Group 96.3 n=6 COMMENTS	N/A	A+	A	A	A+	A
Guidehouse (formerly Navigant) 92 n=10 COMMENTS	0%	A	B	A-	B+	A
ECG Management Consultants 91.2 n=16 COMMENTS	N/A	A-	B+	A	A-	B+
PwC 91.1 n=13 COMMENTS	0%	A	B+	A	B+	B+
Accenture Accenture 89.7 n=10 COMMENTS	0%	A-	B+	A	B+	B+
Premier Inc Premier 86.3 n=6 COMMENTS	0%	A	B	B+	B+	C+
Optum 83.5 n=9	0%	B	B-	B	B	B-

Company/solution	Overall performance score (100-point scale)	Total evaluations	Loyalty	Operations	Relationship	Services	Value

Huron * L	70.6	n=5	D	D	C	C	C-

Company/solution	Overall performance score (100-point scale)	Total evaluations

Huron * L loyalty D operations D relationship C services C value C-	70.6	n=5

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