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Enterprise Resource Planning 2021
Move to the Cloud Prompts Evaluation of All ERP Options (A Decision Insights Report)

author - Niel Oscarson
Niel Oscarson
author - Sam Eaquinto
Sam Eaquinto
July 15, 2021 | Read Time: 11  minutes

The enterprise resource planning (ERP) market continues to see high purchase energy. Although many healthcare organizations have already switched to cloud platforms, others still use superseded solutions and are faced with a tough decision: do they switch to the cloud offering from their incumbent vendor or take their chances with a new ERP partner? This report examines 65 recent or upcoming ERP purchase decisions to determine the main factors guiding organizations’ ERP platform selections.

Data in this report comes from two sources: KLAS Decision Insights data (information on which vendors are being replaced, considered, and purchased and what factors drive these decisions) and KLAS performance data (quantitative ratings on metrics like functionality, ease of use, integration, etc.). For more information, see About This Report.

Workday Continues to Lead in Mindshare, Followed by Oracle & Infor

cloud erp purchase decisionsWorkday, Oracle, and Infor were considered in nearly every decision tracked in this research, and one of the three was selected or is the likely choice in over 85% of those decisions. Many healthcare organizations—particularly former Infor customers—choose Workday, looking to consolidate ERP vendors and improve integration. Workday is also chosen for their technology, ease of use, and strong culture and vision. Though Workday now offers a full suite, there are still some perceived supply chain gaps, and this is the main reason cited when Workday is not selected. Oracle’s reputation, functionality, and full-suite offering continue to be strong selling points for organizations that choose the vendor. Organizations that consider Oracle but do not choose them mostly cite cost as the reason. All interviewed Oracle customers shopping for a new platform use Oracle’s older, on-premises solution—no cloud customers are looking to leave. Infor’s cloud offering is often considered—many of the organizations making a go-forward ERP decision right now are current Infor customers. However, compared to Workday and Oracle, Infor is less likely to be selected, and many of the organizations that do choose CloudSuite are legacy Infor customers. The top reasons organizations select Infor are functionality, cost (it is generally less expensive to migrate to CloudSuite than implement a new vendor), and the integration benefits of having a full suite of ERP modules from one vendor. Organizations that consider but do not choose Infor cite factors such as weaker HR functionality, poor product demos, and complex workflows.

selected likely choice

Large Percentage of Legacy Infor Customers Leaving for New ERP Partners

80% of the legacy Infor customers making a go-forward decision have chosen to switch to another vendor or say they are likely to do so (almost all are moving to Workday or Oracle). Although several legacy customers have chosen to remain with Infor and move to the CloudSuite product, more are taking the opportunity to part ways. Some of these respondents cite strained relationships with Infor executives, while others say it is just time to try something different. Additionally, one CloudSuite customer has chosen to leave Infor, citing a complex architecture and lack of reporting capabilities.

Oracle the Most Likely Choice for Large/Very Large Organizations

The large and very large organizations in this report sample most often select Oracle; KLAS research published in 2020 found the same trend for very large organizations. Several large and very large organizations in this year’s research view Oracle as the best option for meeting their functionality needs, especially concerning materials and supply chain, where Workday is perceived to be somewhat weaker.

selected likely choice by organization bed size

What’s Driving Market Energy? Decision Factors Behind Selections and Replacements

Organizations making an ERP purchase cite improved functionality and full-suite integration as the major factors influencing their decisions. A desire for updated technology, especially cloud technology, was also mentioned by several respondents, as were cost and a good vendor relationship or culture.

When it comes to why specific solutions get replaced, outdated technology continues to be the main reason. Many of the decisions included in this research were made by organizations with older Infor products who know they will have to either move to Infor’s CloudSuite platform or choose a different vendor. As noted above, many of these organizations have already chosen Oracle or Workday or are likely to do so.

reasons for selection
reasons for replacement
retention vs consideration

Vendor Summaries

Vendors listed alphabetically


Rarely considered for new purchase decisions, even by existing customers, and 70% of interviewed customers say Allscripts is not part of their long-term plans. Solid supply chain functionality is a bright spot for customers.

performance scorecard allscripts

positive comment allscripts“We have been looking at other things, but we haven’t made the move or considered moving to anything else yet. Allscripts’ system is a great system. There is a lot of functionality behind it. Supply Chain Management is probably one of the best healthcare systems in the industry.”  —Manager (current customer)

negative comment allscripts“We are looking to switch from Allscripts because we are disappointed in them. There are a few big players that we are having conversations with. The implementation cost will be a big factor in our decision. Allscripts wanted to charge us a lot of money to upgrade again. A new director joined our organization and is calling out all the limitations of the Allscripts’ solution that our previous directors tolerated. The new director has used other tools elsewhere and has higher expectations.” —CIO (organization is replacing Allscripts)


CloudSuite continues to receive high consideration due to full suite of functionality. Actual selection rate lags a bit, as many legacy Infor customers choose to move to Oracle or Workday. Satisfaction among current customers remains steady compared to last year—some customers are highly satisfied, while others report major challenges and don’t feel they get their money’s worth.

performance scorecard infor

positive comment infor“We have made a commitment to Infor mostly due to the value proposition. We were already an Infor customer, and we were able to do some creative things in contracting to assist with the transition and to incrementally phase in a migration to CloudSuite over several years, so the transition wasn’t a rip-and-replace process. That and the finances were really what drove us to CloudSuite.” —VP/executive (legacy customer that recently chose to switch to CloudSuite)

negative comment infor“Being a legacy provider didn’t necessarily help Infor in our case because we were looking for market change. We felt that with the incumbent system, even though the system was a cloud solution, everything had been regenerated and redeveloped, and the system looked completely different than it did when it was on premises. Our decision ultimately came down to culture and HR competency. We decided that Infor just wasn’t the partner for us.” —VP/executive (organization replacing Infor)


Often chosen for functionality and integration benefits of Oracle’s full ERP suite. Most common choice among large and very large organizations. Those that consider Oracle but choose another vendor often cite cost or poor product demos and sales team interactions. All interviewed Oracle customers shopping for a new platform use Oracle’s older, on-premises solution—two of these organizations are likely to stay with Oracle and upgrade to the cloud version, two are undecided, and three have decided to switch to another vendor or are likely to do so. Satisfaction among cloud customers has become more polarized over the past year, with an increase in both unsatisfied clients (service and support are the largest gaps) and highly satisfied clients. Many respondents say the product drives tangible outcomes.

performance scorecard oracle

positive comment oracle“We were looking for the ease of UI and the ease of implementation. We were also looking at the price. Cloud ERP was an all-in-one product. Everything was available in one application, and we liked that. The integration seemed to be better compared to the integration in other systems. The implementation was also the shortest compared to the implementations from other vendors.” —CIO (organization selected Oracle)

negative comment oracle“Oracle looked good and was one of our options for a new ERP vendor. We didn’t go into a deep dive on feature functionality; we looked at the value proposition, the finances, and the transition from our current legacy platforms to the next generation. Oracle looked good and all encompassing, but they were expensive. They didn’t have a decent road map that we could envision in our environment to go from our current vendor to Oracle without a big bang, which was something we weren’t prepared for. The finances are another thing that really steered us away from Oracle.” —VP/executive (organization considered Oracle but did not select)


Offers financial and supply chain modules; no HR functionality. Is thus not considered as often as Infor, Oracle, or Workday but has recently been chosen by several new customer organizations. These organizations chose Premier for specific supply chain functionality and cultural fit. Organizations that replace Premier—or consider but do not select them—cite a lack of integration and HR functionality. Current customers are highly satisfied, especially with Premier’s implementation and training, and get value from the product and relationship.

performance scorecard premier

positive comment premier“We talked to Premier about the implementation, and they basically said that they had their own people who would do it. The people that came out had been working with Premier for many years. There was someone for financial planning, someone for procurement, and someone for overseeing the whole project. Those people knew the software inside and out. I would rate the implementation team high. Premier’s system was just simple, and it was more of an out-of-the-box program. We probably can’t customize it as much as we could customize our previous system, but we are doing fairly basic things. We can make our workflows match the software; I don’t need to make the software match my workflow.” —CFO (organization selected Premier)

negative comment premier“The primary reasons that we are going to a new solution are the lack of automation capabilities and the lack of real-time data in Premier’s system. The system heavily relies on manual work. The solution is really challenging to maintain and doesn’t meet the basic needs of supply chain and finance.” —VP/executive (organization replacing Premier)


Has retained their momentum and energy in the ERP market, leading in number of considerations and likely selections. Organizations look to Workday for solid functionality, updated technology, and help consolidating ERP solutions. Perceptions of immature software and a lack of supply chain functionality persist and are the most common reasons Workday is not selected. Among current customers, satisfaction is down slightly from last year, with more customers reporting concerns regarding money’s worth.

performance scorecard workday

positive comment workday“We looked at Workday and went with them in the end. Their ability to implement and execute was huge. The vendor’s ability to partner and the ease of working with the vendor were factors too. Obviously, the price came into play. In all honesty, we got so close with the price after a while, and we needed some speed with getting a contract worked out. I contacted the leaders at Workday and told them what I needed if they wanted our business, and they made things happen.” —CIO (organization selected Workday)

negative comment workday“We felt that Workday’s system was certainly cloud based in its entirety, but the system lacked some of the functionality in the supply chain and financial areas that were important to us. We figured that one day the system would probably have functionality for those areas.” —Director (organization considered Workday but did not select)

Other Vendors in the ERP Space


Outsourced payroll solution. Not considered by any respondents in this report’s sample.


Component product (HR/payroll). Not considered by any respondents in this report’s sample.


Well-known provider of ERP solutions, but virtually nonexistent in healthcare ERP.

ukg ultimate kronos group

Component product (HR/payroll). Considered by a few respondents for specific functionality.

About This Report

Data for this report comes from two sources: (1) KLAS Decision Insights data and (2) KLAS performance data.

KLAS Decision Insights Data

All references in this report to organizations’ purchasing motivations come from KLAS’ Decision Insights data. Since 2017, KLAS has been gathering information as to which vendors are being replaced, considered, and purchased and what factors drive these decisions. KLAS Decision Insights data does not represent a comprehensive census or win/loss market share study. Rather, it is intended to help provider organizations understand which vendors have market energy and why.

KLAS Performance Data

Each year, KLAS interviews thousands of healthcare professionals about the IT products and services their organizations use. For this report, interviews were conducted over the last 12 months using KLAS’ standard quantitative evaluation, which is comprised of 16 numeric ratings questions and 4 yes/no questions, all weighted equally. Combined, the ratings for these questions make up the overall performance score, which is measured on a 100-point scale. The questions are organized into six customer experience pillars—culture, loyalty, operations, product, relationship, and value.

customer experience pillars software

Sample Sizes

Sample sizes displayed throughout this report (e.g., n=16) represent the total number of unique customer organizations interviewed for a given vendor or solution. However, it should be noted that to allow for the representation of differing perspectives within any one customer organization, samples may include surveys from different individuals at the same organization. Ratings from these individuals are aggregated in order to prevent any one organization’s feedback from disproportionately impacting a solution’s score. The table below shows the total number of unique organizations interviewed for each vendor or solution as well as the total number of individual respondents.

It should be noted that some respondents choose not to answer particular questions, meaning the sample size for any given vendor or solution can change from question to question. When the number of unique organization responses for a particular question is less than 15, the score for that question is marked with an asterisk (*) or otherwise designated as “limited data.” If the sample size is less than 6, no score is shown. Note that when a vendor has a low number of reporting sites, the possibility exists for KLAS scores to change significantly as new surveys are collected.

about this report
author - Natalie Jamison
Natalie Jamison
author - Natalie Jamison
Project Manager
Natalie Jamison
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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.