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Omnicell 2023
Understanding Customers’ Outlook on New Managed Services Model
Author
Jackson Tate
Author
Jennifer Hickenlooper
Author
Lance Merrell
In December 2022, Omnicell announced a change in their approach to working with customers that places new emphasis on having customers utilize a managed services model for all Omnicell technology. Previously, Omnicell moved singular solutions (namely their compounding robots, such as the i.v.STATION) to a managed services model, and with those changes, customers generally noted an improved experience, even with increased costs. Given the economic conditions and staffing challenges currently impacting healthcare, many customers have concerns about how Omnicell’s new focus will impact things like costs, product deployment, and staffing demands. This report provides an early look into customer confidence in and perception of the new managed services model.
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Key Findings:
- Most Plan to Stay with Omnicell Despite Mixed Perspectives on New Managed Services Model
- Customers Worry the Managed Services Model Will Exacerbate Nickel-and-Diming
- Over Half of Respondents Don’t Expect Managed Services to Reduce Staffing Burdens
- Customer Expansion into Managed Services Will Likely Be Gradual, as Interest Varies
Writer
Carlisa Cramer
Designer
Bronson Allgood
Project Manager
Andrew Wright
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. © 2024 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.