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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

Engage (merged with Tegria) Engage	97.1	n=8	0%	A+	A	A+	A	A+

CSI Companies CSI Healthcare IT	94.2	n=30	0%	A+	A	A	A-	A-

Medasource	93.7	n=23	0%	A	A	A	A-	A-

Experis Health Solutions ettain health	93.5	n=33	0%	A	A	A-	A-	A

HCTec	92.3	n=7	0%	A	A-	A+	B	A-

Optimum Healthcare IT	92.3	n=13	0%	A	A	A-	B	A-

Divurgent	92.0	n=14	0%	A	A-	A	B	A-

medSR Santa Rosa Consulting	87.4	n=6	N/A	A-	A-	A	B	B-

DeliverHealth Nuance	85.9	n=10	0%	A-	A-	B+	B	B-

The HCI Group	85.3	n=21	0%	B+	B	A-	B-	B-
	50.0	100.0

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

Engage (merged with Tegria) Engage 97.1 n=8	0%	A+	A	A+	A	A+
CSI Companies CSI Healthcare IT 94.2 n=30 COMMENTS	0%	A+	A	A	A-	A-
Medasource 93.7 n=23 COMMENTS	0%	A	A	A	A-	A-
Experis Health Solutions ettain health 93.5 n=33 COMMENTS	0%	A	A	A-	A-	A
HCTec 92.3 n=7 COMMENTS	0%	A	A-	A+	B	A-
Optimum Healthcare IT 92.3 n=13 COMMENTS	0%	A	A	A-	B	A-
Divurgent 92 n=14 COMMENTS	0%	A	A-	A	B	A-
medSR Santa Rosa Consulting 87.4 n=6	N/A	A-	A-	A	B	B-
DeliverHealth Nuance 85.9 n=10	0%	A-	A-	B+	B	B-
The HCI Group 85.3 n=21 COMMENTS	0%	B+	B	A-	B-	B-

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