KLAS Contact
Contact KLAS
Contact KLAS
2025 BEST IN KLAS
Preferences
Related Series
Related Segments
Implementation Services for Infor ERP 2023
Part of a Series on ERP Implementations
Author
Kaleb Harris
Author
Ciera Walker
Author
Dallin Seely
Many provider organizations are adopting new cloud-based ERP solutions, but implementing an ERP solution is a big undertaking that can affect day-to-day business. Due to the breadth of areas ERP touches as well as post-COVID-19 staffing challenges, organizations are engaging firms that offer implementation leadership and business transformation services. This report examines client experiences with firms who provide implementation services for Infor’s ERP suite. (Engagements for implementing other vendors’ ERP solutions are excluded from this research. In early 2023, KLAS published Implementation Services for Workday ERP; KLAS also plans to publish future research on firms that implement Oracle’s ERP software.)
ERP Software Vendors
Defined: ERP software vendors who provide implementation services for their own ERP software—either leading the implementation, offering project management, or otherwise providing support.
Infor* Customers Appreciate Vendor’s Investment in Long-Term Partnerships; Turnover Leads to Inconsistent Staff Experience
Infor* is validated for midsize and very large projects where the vendor’s own services team implemented the ERP solution. All interviewed clients had comprehensive projects (i.e., implemented all three ERP pillars). Respondents highlight Infor’s commitment to long-term client partnership by establishing relationships and open, responsive communication. The client experience with Infor’s staff varies—two respondents noted that the staff members were engaged and knowledgeable; another client reported lost knowledge due to consultant turnover, challenges with third-party integrations, and some team members who lacked the initiative to sufficiently optimize the technology.
*Limited data
Business Transformation & Implementation Leadership Firms
Defined: Firms acting as the overall implementation leader for highly complex ERP projects. Projects require business transformation, application implementation management, and technical expertise. Engagements often span the implementation life cycle and are strategic in nature. They are typically with larger health systems and include >10 consultants.
Deloitte* Offers Experienced, Engaged Leaders to Large Organizations; Day-to-Day Resources Often Miss During Execution
Among measured firms, Deloitte* is validated as supporting complex, comprehensive projects for very large organizations. All interviewed clients implemented all three ERP pillars. Provider organizations often look to the firm due to their reputation and the quality of their higher-level consultants. Satisfied clients appreciate these consultants’ responsiveness, experience, and knowledge; these respondents also note the project leaders are receptive to feedback and willing to adjust. In contrast, some respondents feel dissatisfied with Deloitte’s day-to-day resources. One organization reported a significant difference in quality between the vendor’s effective project leaders and their offshore staff members, who were described as being less knowledgeable and engaged. Some clients also report issues with staff turnover, insufficient testing, or nickel-and-diming for change orders.
*Limited data
Implementation Leadership Firms
Defined: Firms engaged to provide overall project leadership/management for low/moderate-complexity projects. Provide application implementation management, project management, and technical expertise. Most include some change management. Typical engagements are with small/midsize health systems and include <10 consultants.
ROI Healthcare Solutions Offers Consistently Knowledgeable Staff & Successful Project Management; Bails Provides High Value for Cost; Apex Systems* Staff Quality Varies amid Turnover
ROI Healthcare Solutions is noted for their experience with Infor’s CloudSuite platform. Interviewed clients who implement the Infor solution with ROI report the most consistently positive experiences; all respondents say the firm exceeded their expectations, citing ROI’s expertise and ability to bring in the right resources at the right time. Clients also highlight that the firm proficiently leads implementations by offering project management, setting milestones, and providing structure and guidance. ROI’s leaders establish trusting client partnerships that enable candid feedback and responsive changes.
Interviewed Bails clients are the most likely to feel they get their money’s worth from implementation services due to the firm’s flexibility with contracting and hours. Clients appreciate that Bails is a responsive partner who takes time to understand organizations’ goals and brings in knowledgeable staff who can find solutions and guide clients. Some respondents report challenges such as insufficient project management in terms of reaching milestones and timelines and consultants making promises they can’t deliver.
In 2021, the parent company of Apex Systems* acquired Avaap’s Infor business unit. Highly satisfied respondents highlight how Apex builds loyal partnerships; these clients also note they have dedicated contacts who are responsive and helpful. Less-satisfied clients report experiencing the effects of turnover, citing missed expectations with project length and staff expertise. In terms of implementation quality, respondents report that execution is inconsistent, leading them to feel the vendor doesn’t exceed their expectations.
*Limited data
About This Report
Each year, KLAS interviews thousands of healthcare professionals about the IT solutions and services their organizations use. For this report, interviews were conducted over the last 18 months using KLAS’ standard quantitative evaluation for healthcare services, which is composed of 9 numeric ratings questions and 3 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 five customer experience pillars—loyalty, operations, relationship, services, and value.
Sample Sizes
Unless otherwise noted, 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.
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 6, the score for that question is marked with an asterisk (*) or otherwise designated as “limited data.” If the sample size is less than 3, no score is shown. Where textual content relies on limited data, the vendor name is marked with an asterisk. 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.
Writer
Natalie Hopkins
Designer
Natalie Jamison
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. © 2025 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.