Segment Leader Scores and Satisfaction Drivers

What you should know

• He KLAS ERP Implementation Services Report 2026 evaluates service companies across two distinct operational tracks: ERP Implementation Leadership (lead technical/project implementers) and ERP Business Implementation and Transformation Leadership (broad strategic, operational, and financial redesign).
• Performance leaders: Huron earned the Best in KLAS 2026 award for Leadership in ERP Implementation (with an overall score of 91.5), while KPMG earned the Best in KLAS 2026 award for Leadership in ERP Implementation and Business Transformation (with an overall score of 85.1).
• Contraction of satisfaction throughout the market: Overall client satisfaction declined in both market segments over the past year (transformation scores fell from 89.5 to 85.4), driven primarily by consultant resource constraints, staff turnover, and shifting strategic direction.
• Performer of the segment with the highest score: Chartis achieved an overall score of 93.5 in a specialized component role, providing senior implementation executive leadership to guide strategy and manage external lead implementers.
• Main satisfaction factors: Across ERP platforms (Workday, Oracle Health, and Infor), customers consistently attribute high satisfaction to expertise in specific healthcare modules, proactive response to poor decisions, and tight alignment in change management.

Market Assessment: Implementation Leadership Versus Business Transformation

He KLAS 2026 Report divides ERP consulting partners into two main operational categories based on the depth of engagement required by the health system:

1. Leadership in ERP implementation: Companies acting as the primary implementer responsible for core project management, systems integration, construction, change management, and end-user training.
2. Leadership in ERP implementation and business transformation: Companies leading core technology implementation while driving broader financial improvements, business process redesign, and operating model changes.

Deep Performance Analysis – Deployment Leadership Segment

In the ERP Implementation Leadership segment, Huron earned the Best in KLAS 2026 title with an overall score of 91.5. Validated in Oracle and Workday environments, Huron is praised by customers for its deep healthcare expertise, strong executive engagement, and ability to anticipate operational frictions unique to the healthcare workforce (e.g., union rules, travel staff, and nursing shifts).

Impact Advisors followed closely with a score of 88.3, ​​primarily leading Workday implementations. Clients highlight Impact Advisors for its transparent communication, structured project management, and rigorous focus on realizing financial and process benefits.

In contrast, customer satisfaction for companies such as Nordic (76.2), Workday Professional Services (73.4), and CrossVue (42.6) showed greater variability:

• Nordic: Highly rated for consultant knowledge, but some clients noted a need for greater executive engagement and proactive strategic guidance.
• Work day: Strong product knowledge, but clients reported gaps in healthcare domain-specific nuances (such as supply chain and grant management) and inconsistent staffing experience.
• CrossVue: Significantly impacted by high consultant turnover and limited team continuity, resulting in unmet expectations regarding deliverables and schedules.

(Note: Chartis received a score of 93.5 in a specialized component role, which provides complementary executive leadership to guide strategy and manage external lead implementers.)

Deep Performance Analysis: Leadership in Business Implementation and Transformation

In the ERP Business Transformation segment, KPMG earned Best in KLAS 2026. With the largest number of KLAS-validated Workday engagements in the healthcare sector, KPMG is recognized for its strong executive presence, proactive guidance, and ability to navigate complex, large-scale healthcare system transformations.

Huron (88.3), Deloitte (86.8), and PwC (85.2) also demonstrated strong transformation capabilities:

• Ferret: Praised for deeply collaborative relationships that feel like an extension of the health system’s internal team, spanning Oracle and Workday platforms.
• Deloitte: Valued by large, complex health systems for its cross-sector scale, well-prepared teams, and structured processes that keep business cases on budget.
• PwC: Validated exclusively for Workday, it shows increased customer satisfaction driven by a logical, objective strategy and a partner-first scope management approach.

Key Takeaways for Executives: How Health Systems Can Ensure ERP Success

Despite the good performance of top-level companies, KLAS data reveals a market-wide decline in client satisfaction due to industry-wide consultant limitations. To protect project schedules and maximize return on investment, KLAS recommends that healthcare leadership teams apply six basic execution principles:

1. Prioritize change management and training: Avoid treating change management as an afterthought; Proper end-user training is the biggest differentiator between smooth adoption and post-go-live burnout.
2. Demand a healthy reaction: Top-performing consulting partners offer proactive recommendations and healthy pushback when a client attempts to default to legacy, unoptimized workflows.
3. Consultant continuity plan: Establish clear contractual expectations regarding consultant replacement, onboarding lead times, and quality of resources throughout the project lifecycle.
4. Define measurable results early: Establish clear, measurable key performance indicators (KPIs) for benefit realization (e.g., AP automation rates, reduced payroll cycle time) before you begin scoping.
5. Standardize over Customize: Encourage clinical and operational teams to adopt standard vendor best practices rather than making too many custom software modifications.
6. Invest in outreach and discovery: Resist the temptation to rush release dates; Health systems that push for aggressive, condensed schedules consistently report lower satisfaction and higher post-implementation rework costs.

For more information, visit https://klasresearch.com/report/erp-implementation-services-2026-selecting-the-right-firm-for-your-organization-s-specific-erp-needs/3552