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PACS 2025
Consistent Support & Ongoing Product Development Are Key to Customer Success
Author
Monique Rasband
Author
Ciera Walker
Healthcare organizations anticipate many technology changes in the PACS market, with AI and cloud platforms being top of mind. As PACS vendors work to deliver innovations, they still need to provide strong performance so organizations can deliver quality care and meet patients’ needs. In this market, two key areas impact customer success: (1) a vendor’s responsive support and proactive guidance and (2) the pace and quality of product development. Focused on traditional PACS models (front-end diagnostic viewer and a back-end archive), this report examines how well vendors meet customer needs in these areas. Performance data is broken out by two image volume groups: less than 300,000 studies per year and over 300,000 studies per year.
Note: PACS solutions are just one piece of wider healthcare imaging strategies. For more information on imaging software, see KLAS’ Enterprise Imaging 2024 and Cardiology 2025 reports.
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Key Findings:
- Sectra Highlighted for Strong, Trusting Partnerships with Both High- & Low-Volume Customers
- AGFA HealthCare Noted for Proactive Partnerships & Communication; Low-Volume Customers Appreciate INIFINITT’s Responsive Support
- Fujifilm Customers Report Improved Relationships, Struggle with Updates; Merge Customers Note Inconsistent Experiences, Still Achieving Success
- Customer Satisfaction with GE HealthCare & Optum Continues to Decrease Due to Slow Product Development
- Intelerad Clients Feel Overcharged & Unsupported; Lack of Support & Product Development Lead Philips Clients to Replace
Writer
Natalie Hopkins
Designer
Breanne Hunter
Project Manager
Sydney Toomer
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.