In the past year, the healthcare industry has served as a role model for the rest of the world for what it means to be resilient, agile, and innovative.
To reduce exposure to COVID-19, healthcare organizations quickly set up employees who could work remotely, and reimagined sourcing to secure personal protection equipment and other critical supplies for their frontline workers. They rapidly redeployed clinical staff to address case surges and manage testing and vaccinations, and launched new programs to support their caregiver heroes. All the while, they leaned on technology to execute these changes and more, bringing greater value to their organizations and the communities they serve.
At Workday, we’ve continued to help our healthcare industry customers with these challenges to ensure our community stays connected and strong. In light of the tremendous efforts of these customers and their workers, we’re both delighted and humbled to announce that for the fourth year in a row, KLAS Research has honored us with the recognition of Best in KLAS in Enterprise Resource Planning (ERP) for Workday Financial Management, Workday Human Capital Management, and Workday Supply Chain Management solutions for healthcare, and Best in KLAS for Talent Management.
KLAS Research uses insights directly from customers to inform its decision on which software and service organizations to honor with this recognition. Its customer survey focuses on culture, loyalty, operations, product, relationship, and value.
We use customer feedback to improve our solutions and inform our innovation efforts.
Customer feedback is extremely important for us at Workday, as we use those insights to improve our products so customers can focus on running their organizations more effectively. We receive this feedback through many ways, and value the time our customers take to participate in KLAS Research’s surveys. We appreciate that KLAS Research publishes these insights, as it benefits the entire community. To that end, I want to share some of the feedback we received this year.
Knowing what an incredibly challenging year it was for healthcare organizations, we were grateful to learn that a CIO at a customer organization gave this response to KLAS Research: “The team we work with at Workday is very supportive. The team members listen to what we need and are willing to go outside the box to work with us. They know what constraints we have, and they prioritize us. I don’t feel like I am competing with other customers—that is a big deal for me.”
Indeed—Workday has taken extra measures to support our healthcare customers during the pandemic, noted our Chief Customer Officer Emily McEvilly in a recent blog post. “We put every healthcare and life sciences customer on a watch list to escalate any support requests they had, so their people could focus on the tough work on the front lines.”
We also appreciate hearing how our technology is friendly and approachable, at a time when healthcare workers needed quick and easy access to information to do their jobs. A CIO shared this feedback with KLAS Research: “I can tell Workday spent and invested a significant amount of time in what the interface needed to look like from a user experience perspective. Things are easily visible, regardless of whether users are using their mobile devices or the web version.”
“It is unique that Workday engages the customer so much in the development of new functionality."- Vice President at a healthcare organization
What’s most inspiring, though, is seeing how engaged our customers are with each other, sharing best practices on their Workday deployment journeys, and helping other healthcare leaders prepare their organizations for change.
For the past six years, we’ve gathered healthcare customers and partners to connect and collaborate during our annual summit . But in late 2020, in the interest of safety and the spirit of agility, we brought our community together for our first-ever digital healthcare summit. Customers from across the country were able to share perspectives on the year from across business functions, including finance, human resources, IT, and supply chain management.
In another piece of feedback provided by KLAS Research, the vice president from a healthcare organization shared: “It is unique that Workday engages the customer so much in the development of new functionality. We can help influence the development of the product. So when the product is rolled out and available for our use, we know exactly how to use it, what it was intended to do, and how to configure and support it.”
Updates and enhancements we’ve added this year to support innovation, collaboration, and business continuity include:
Workday Strategic Sourcing. This application allows sourcing and procurement teams to streamline the source-to-contract process to deliver better business outcomes, strengthen supplier relationships, bring more spend under contract, mitigate risk, and optimize key supplier and stakeholder engagement.
Workday Talent Marketplace. This talent optimization innovation leverages a machine learning-powered skills foundation to help organizations more effectively redeploy, reskill, upskill, and develop employees to meet evolving needs.
Workday Learning Center. Powered by Workday Extended Enterprise, the Workday Learning Center offers our customers a central place for all training content and certification programs. This enables us to provide new customers with an early, hands-on introduction to using Workday, simplify continuing education for all users, and deliver a modern, interactive learning experience.
Workday Help and Workday Journeys. These new offerings expand the power of Workday People Experience by enabling customers to personalize employee experiences at a time when frontline caregivers need to feel as supported as possible. Workday Help provides intuitive knowledge and case management that drives faster resolutions, while Workday Journeys guide workers through transitions and moments that matter, such as onboarding or safely returning to the workplace.
Workday continues to support customer needs by enabling improved data and analytics functionality, flexible scenario planning, advanced talent management, and streamlined supply chain management. As a result, when circumstances change, our customers can pivot quickly to drive success in their organizations.
At Workday, we’re proud of our partnership with leading healthcare organizations. As our healthcare community continues to grow, we’ll continue to listen closely to the challenges and needs of our customers, and deliver innovations and solutions that meet their top business needs and priorities.
Learn more about Workday solutions for healthcare.