PACS: Support, Innovation & Customer Loyalty
- Healthcare organizations increasingly prioritize consistent vendor support and robust product development when evaluating Picture archiving and Communication Systems (PACS), according to a KLAS research report.
- Sectra, named Best in KLAS for PACS, earned praise for product reliability, proactive monitoring, and smooth upgrades.
- AGFA HealthCare was commended for proactive communication and strong partnerships, particularly among smaller organizations.
Healthcare customers champion vendors providing stellar support and consistent innovation when choosing their Picture Archiving and Interaction Systems (PACS).A recent KLAS research report showcases how responsive guidance and cutting-edge improvements are critical differentiators; cloud readiness is key. Sectra, AGFA HealthCare, and Fujifilm earned praise for their product reliability, proactive communication, and customer relationships. However, GE HealthCare, Optum, and Philips users voiced increasing dissatisfaction.For high-volume organizations, workflow optimization is vital because they need modular options.Discover which PACS vendors are leading the charge and how News Directory 3 can help you make sense of the market—discover what’s next for PACS.
Consistent Vendor support, innovation Drive PACS Customer Loyalty
Updated June 11, 2025
Healthcare organizations increasingly prioritize consistent vendor support and robust product development when evaluating Picture archiving and Communication Systems (PACS), according to a KLAS research report. Responsiveness, proactive guidance, and ongoing improvements are key differentiators for vendors as health systems transition to the cloud and integrate AI.
Sectra, named Best in KLAS for PACS, earned praise for product reliability, proactive monitoring, and smooth upgrades. Clients reported high satisfaction with both direct and reseller support.
AGFA HealthCare was commended for proactive communication and strong partnerships, particularly among smaller organizations. Customers appreciated early notifications of new features and smoother upgrade processes. However, some larger customers noted workflow complexities requiring customization.
Fujifilm customers cited improved vendor relationships and support consistency, with manny large-volume customers valuing direct access to executives. However, some expressed frustration with software bugs introduced during upgrades.
Merge by Merative’s stability was acknowledged, but support experiences varied. Some customers felt the vendor’s focus was split after acquisitions, impacting product development.
GE HealthCare and Optum users voiced increasing dissatisfaction. GE’s PACS was described as outdated,with nearly half of GE customers planning to replace their systems. Optum’s challenges were compounded by the Change Healthcare breach, which strained support teams.
Philips users, particularly those on IntelliSpace PACS and Image Management Vue PACS, reported declining satisfaction due to perceived stagnation and difficulty accessing informed support.
Visage Imaging is being considered by organizations seeking separate diagnostic viewers and back-end archives, reflecting a desire for modular, cloud-ready architectures.
What’s next
Healthcare IT executives should prioritize vendors with proactive support, assess cloud readiness, monitor product development, scrutinize support team stability, engage vendors on workflow optimization, and explore modular options when considering PACS investments.