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Getting More Value & Avoiding Surprises

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

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Providers make big imaging investments in order to establish a strong fleet of imaging modalities, and they want to know which vendors offer the greatest value—which they define as reliable technology at a fair price backed by excellent support and effective relationships. KLAS interviewed 569 providers to find out which vendors provide the most value and to uncover any potential unwelcome surprises to avoid.

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?

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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. © 2018 KLAS Enterprises, 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.