Getting More Value & Avoiding Surprises
A Detailed Look at Imaging Vendor Performance

1. SIEMENS AND TOSHIBA DELIVER THE GREATEST OVERALL VALUE  

Siemens and Toshiba gain provider trust by listening to concerns and adapting contracts to meet providers’ objectives. Siemens’ executives and engineers are committed to product excellence and ongoing development. Additionally, Siemens is attentive to customer needs, and their support is quick and knowledgeable. While Toshiba also has a strong product portfolio, the greatest value for customers is derived from Toshiba’s culture of accountability, in which they foster one-on-one relationships and proactively solve product problems to ensure a positive experience for providers. 

2. GE HEALTHCARE AND PHILIPS EXCEL AT SALES, BUT SURPRISES EXIST AROUND QUALITY AND SUPPORT

GE Healthcare wins deals by engaging providers at the corporate level, offering attractive deals with bundled contracts. Despite low prices, many providers are unsatisfied, feeling that the technology and functionality were over promised and that ongoing costs outweigh the perceived savings. GE’s large support staff is responsive, although the service is largely reactive, with little proactive communication. Philips’ sales teams are flexible and transparent about the ongoing cost of ownership, but reports about product performance and support experiences are inconsistent; most clients report few problems and quick resolutions, but a significant portion experience product glitches and slow service.

3. HITACHI'S AND TOSHIBA'S FOCUS ON CLIENT SUCCESS EARNS PROVIDER LOYALTY

Niche vendors like Hitachi engage providers through executive involvement and above average service. Toshiba stands out among enterprise vendors for building strong customer loyalty through proactive field service, regular communication, and quick problem resolution. Overall, niche vendors are described as more personable and accountable than enterprise vendors. Most Fujifilm and Shimadzu clients say they would purchase from these vendors a second time because their vendor’s client focus outweighs any product issues.

4. WHAT UNWELCOME SURPRISES SHOULD PROVIDERS BE AWARE OF?

Project Manager
Robert Ellis