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CipherOutreach
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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User Commentary

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Analyst/Coordinator

Interfacing and Integration

We are working on an HL7 bidirectional feed with CipherOutreach because recently we introduced an...

Feb 2023
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Analyst/Coordinator

Functionality and Upgrades

Most of the product is just emails, so it is really easy to communicate with our office staff and...

Feb 2023
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Analyst/Coordinator

Relationship

Our customer success liaison is amazing. The person prior to them wasn't as amazing, but our...

Feb 2023
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Analyst/Coordinator

Implementation and Training

Training has to be requested for us to receive it from the vendor. The only thing that they have to...

Feb 2023
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Analyst/Coordinator

Service and Support

When I first started with the vendor, we had our quarterly meetings, and we had regular meetings...

Feb 2023
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Analyst/Coordinator

Functionality and Upgrades

CipherOutreach has been working great. Things have been going smoothly, and the messages go out as...

Feb 2023
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Analyst/Coordinator

Service and Support

When we have had issues, they have really highlighted the areas of improvement that CipherHealth...

Feb 2023
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VP/Other Executive

Other Observations & Comments

I have noticed that staff turnover has been challenging for the vendor.

Jan 2023
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Analyst/Coordinator

Functionality and Upgrades

CipherOutreach is very easy to use and straightforward. The work queue is easy to manage, and it...

Dec 2022
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Analyst/Coordinator

Functionality and Upgrades

There has been a very minimal need for additional education or anything other than the initial...

Dec 2022
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Analyst/Coordinator

Functionality and Upgrades

While we get what we need out of CipherOutreach, the reporting is the weakest area. We meet with the...

Dec 2022
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Analyst/Coordinator

Relationship

The vendor tends to have a high turnover in staff. Over the past few years, we have had a lot of...

Dec 2022
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Director

Service and Support

We have had great experiences with CipherHealth. The vendor has provided great customer service any...

Dec 2022
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Director

Functionality and Upgrades

The product has worked incredibly well for us. We have been very happy with it. The system has...

Dec 2022
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Director

Relationship

CipherHealth is very responsive. When we have concerns, the vendor addresses them quickly. The...

Nov 2022
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Analyst/Coordinator

Functionality and Upgrades

We meet with CipherHealth regularly to review reports. Then, we push the information that we get...

Oct 2022
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Analyst/Coordinator

Implementation and Training

The vendor's training is amazing. CipherHealth provides great slide decks for our leaders to review,...

Oct 2022
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Analyst/Coordinator

Functionality and Upgrades

The system is easy for both our patients and leaders to use. We use the system's portal often, and...

Oct 2022
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Analyst/Coordinator

Relationship

If we need help or if any of our units have issues, then we can just contact CipherHealth. They will...

Oct 2022
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Analyst/Coordinator

Other Observations & Comments

The outcomes that we receive from CipherOutreach are great, but we are waiting for feedback on a...

Oct 2022
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Manager

Future Outlook

I see CipherHealth as probably developing some more outreach questions in the future and focusing on...

Oct 2022
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Manager

Functionality and Upgrades

CipherOutreach has two different options for sending surveys; we can send them through calls or...

Oct 2022
||
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Manager

Interfacing and Integration

With integration, the product does as designed, and we have been very satisfied with it....

Oct 2022
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Manager

Functionality and Upgrades

The vendor has quite a bit of canned reporting, and if we ask for some customization, they can do...

Oct 2022
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Manager

Functionality and Upgrades

CipherHealth could improve the functionality of the product by having one dashboard that provides...

Oct 2022
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Manager

Relationship

I appreciate the vendor’s ability and desire to adapt to our unique needs. I am ready for the...

Oct 2022
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Manager

Lessons Learned

I wish I had the ability to look at what other, similar organizations are doing to impact patient...

Oct 2022
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Manager

Functionality and Upgrades

CipherOutreach has gotten so much better because of how the reporting structure is now set up. It...

Oct 2022
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Manager

Relationship

Initially, there were a lot of promises made with regard to what the platform could do for us. Some...

Oct 2022
||
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Manager

Other Observations & Comments

Other vendors can associate star ratings to providers based on the providers' performances, and that...

Oct 2022
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Manager

Relationship

We have a lot of dialogue with CipherHealth, and they are getting more receptive to our suggestions...

Oct 2022
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Manager

Functionality and Upgrades

The only thing that CipherOutreach does not have that I wish it did is built-in national benchmarks...

Oct 2022
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Manager

Technology

If people utilize the product on a tablet, the experience is quick and easy. The product is really...

Oct 2022
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Manager

ROI / Cost

The work we do is unique, and there is always an additional cost associated with things. Other...

Oct 2022
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Manager

Relationship

The vendor’s version of training is sending out an email. A lot of times, I don't know something has...

Oct 2022
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Manager

Interfacing and Integration

The vendor is working really hard on integration. We have seen a lot of changes over the past year.

Oct 2022
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Manager

Other Observations & Comments

The product’s ease of use is a double-edged sword. We walk our engaged office staff members through...

Oct 2022
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VP/Other Executive

ROI / Cost

The benefits that we have seen from using CipherOutreach have been stability over time and a...

Oct 2022
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VP/Other Executive

Functionality and Upgrades

In an ideal world, some of the reports in CipherOutreach would be improved. We are getting several...

Oct 2022
||
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VP/Other Executive

Functionality and Upgrades

Overall, the product has been pretty good. It is a pretty simple solution, and we have been able to...

Oct 2022
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VP/Other Executive

Other Observations & Comments

I don't know whether CipherHealth is part of our long-term plans. They are probably not if we can...

Sep 2022
||
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VP/Other Executive

Service and Support

CipherHealth has been very responsive. We get good value for our money.

Sep 2022
||
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CMO

Service and Support

Our service person gives us ongoing updates on what our data looks like and areas of opportunity....

Sep 2022
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CMO

Other Observations & Comments

We would like to ask CipherHealth for some data around readmissions. I think data segregation would...

Sep 2022
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CMO

ROI / Cost

For people who have not used CipherOutreach before, it is such a simple yet elegant way to meet some...

Sep 2022
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CMO

Functionality and Upgrades

Once an organization has CipherOutreach, they won’t want to let the product go. We have had it for a...

Sep 2022
||
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CMO

Service and Support

I have always been impressed with how responsive the CipherHealth team has been in giving us their...

Sep 2022
||
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CMO

Relationship

We are working on sorting through the comments that we get, and I have asked that we put together a...

Sep 2022
||
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CMO

Future Outlook

CipherOutreach is a part of our long-term plans. In fact, we would like to expand things. I know...

Sep 2022
||
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CMO

ROI / Cost

I think CipherHealth prices CipherOutreach very well. I think CipherHealth has done such a great job...

Sep 2022
||
(0)
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CMO

Relationship

If there is something that we want to expand, CipherHealth lets us know how much things will cost,...

Sep 2022
||
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CMO

Functionality and Upgrades

There are some things I personally would like to see a little differently in the way the report is...

Sep 2022
||
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CMO

Relationship

An executive gets involved even when they probably don’t need to because of the relationship we...

Sep 2022
||
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CMO

Interfacing and Integration

CipherHealth is helping us to integrate our different projects. The integration is not exactly where...

Sep 2022
||
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CMO

ROI / Cost

We have heard that the patients are happy with CipherOutreach. We give a lot of information up...

Sep 2022
||
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Director

ROI / Cost

In general, our contract basically includes a certain number of messages that we can send per year....

Sep 2022
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Director

Functionality and Upgrades

The texting piece is not used as much as some of our other solutions. Building the texting piece...

Sep 2022
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Director

Other Observations & Comments

There are a few things that we would like CipherHealth to add to the product, and there are things...

Sep 2022
||
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Director

Functionality and Upgrades

CipherHealth tends to deliver new technology that meets our needs. Occasionally, CipherHealth will...

Sep 2022
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Manager

Service and Support

Customer service from CipherHealth is something that we struggle with. We have customer service...

Sep 2022
||
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Director

Relationship

We have had executive involvement because of some challenges we have had, so the vendor's executives...

Sep 2022
||
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Director

Lessons Learned

I would say that organizations should probably include CipherHealth in their RFP, but I wouldn't...

Sep 2022
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(0)
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Director

Other Observations & Comments

CipherHealth's solution continues to be fine, but we are looking at the market and anticipating that...

Sep 2022
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Manager

Functionality and Upgrades

The specifics of the follow-up are always a little ambiguous with the product. For instance, the...

Sep 2022
||
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Manager

Functionality and Upgrades

CipherHealth’s training is pretty good. We use a lot of vendors in the world of patient experience,...

Sep 2022
||
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Manager

Future Outlook

CipherHealth offers a lot of really dynamic resources that we want to take advantage of. The only...

Sep 2022
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Manager

Service and Support

My biggest critique of CipherHealth is fragmentation. Fragmentation comes as a consequence of how...

Sep 2022
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Manager

ROI / Cost

We are working on some integration things with CipherHealth right now, and there is potential for...

Sep 2022
||
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Manager

Service and Support

The type of relationship I have with our customer service manager is very reactive. CipherHealth is...

Sep 2022
||
(0)
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Director

Service and Support

We have not had any downtime. Any fallouts are resolved within the same day. The support tickets are...

Sep 2022
||
(0)
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Director

Lessons Learned

I have had some occasional regrets about CipherOutreach. We did an RFP a few years ago and came down...

Sep 2022
||
(0)
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Director

Service and Support

CipherHealth has been a bit up and down with keeping their promises, but in the end, the vendor...

Sep 2022
||
(0)
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Director

Service and Support

Some issues definitely take longer to solve than we would like. That might happen because of a...

Sep 2022
||
(0)
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Director

Functionality and Upgrades

We see a certain number of false triggers where someone inadvertently hits the wrong button. But...

Sep 2022
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Director

Functionality and Upgrades

I would like to see some improvement in the vendor's search filters. That would be helpful. We have...

Sep 2022
||
(0)
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Director

Relationship

We have been very happy with the responsiveness to issues and ideas for improvements. We have been...

Sep 2022
||
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Manager

Technology

We have very much enjoyed using CipherOutreach, and we have actually expanded the product to some...

Sep 2022
||
(0)
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Manager

Relationship

There have been times when I have submitted requests to CipherHealth concerning a certain feature...

Sep 2022
||
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Analyst/Coordinator

Functionality and Upgrades

We have a nice model set up with CipherHealth where we use CipherOutreach for a multitude of reasons...

Sep 2022
||
(0)
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Analyst/Coordinator

Interfacing and Integration

We are hearing more about different companies with products that do very similar things to...

Sep 2022
||
(0)
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Analyst/Coordinator

Service and Support

CipherHealth’s support team has been phenomenal both on the implementation side and on the...

Sep 2022
||
(0)
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Manager

Relationship

CipherHealth has a support person assigned to us, and that is helpful. We have a meeting to touch...

Sep 2022
||
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Analyst/Coordinator

ROI / Cost

CipherOutreach has become a very integral part of the care we deliver and is the bread-and-butter...

Sep 2022
||
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Director

ROI / Cost

Using CipherOutreach is going well. The team is very attentive and helpful in getting things done....

Jul 2022
||
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Director

Other Observations & Comments

Where we have run into some challenges is not on CipherHealth's end but more on our end making sure...

Jul 2022
||
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Manager

Service and Support

We have been fortunate to always have received really good support from CipherHealth.

Jul 2022
||
(0)
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Manager

Implementation and Training

CipherHealth doesn't come out and do training. They provide training guides and things to their...

Jul 2022
||
(0)
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Manager

Technology

CipherHealth very seldomly has downtime, and usually, that is the fault of a third party.

Jul 2022
||
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Manager

ROI / Cost

CipherOutreach has helped a ton with reducing readmission and has also promoted some of the other...

Jul 2022
||
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Manager

Service and Support

CipherHealth’s help desk team is very effective. The vendor has great people, and I have always had...

Jul 2022
||
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Manager

Relationship

We have regular meetings with our success manager at CipherHealth, and the manager tries to keep us...

Jul 2022
||
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Manager

Relationship

Our lead person from CipherHealth for the implementation is very customer focused. They really seem...

Jul 2022
||
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Manager

Lessons Learned

I don't believe CipherHealth has done a web services integration yet. We were interested in having...

Jul 2022
||
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Manager

Relationship

I like almost everything about CipherOutreach. The flexibility to tailor it to our needs is great....

Jul 2022
||
(0)
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Manager

Service and Support

There have been a number of times when we have had tickets open for issues and it has taken too long...

Jul 2022
||
(0)
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Manager

Functionality and Upgrades

An issue for patients is with the phone number. If they are getting a call, they can't always tell...

Jul 2022
||
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Manager

Implementation and Training

We have had a couple of snags along the way with the implementation between software issues and...

Jul 2022
||
(0)
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Director

Functionality and Upgrades

It is easy to pull data from CipherOutreach. We can get data down to the patient level based on the...

Jun 2022
||
(0)
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Director

Relationship

The vendor could be more proactive when they aren't getting responses from the members of my team.

Jun 2022
||
(0)
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Director

Implementation and Training

The vendor always offers to come and train our new staff members in person whenever we need them to.

Jun 2022
||
(0)
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Director

Relationship

Our point person at CipherHealth changes frequently. Every time that happens, there is a learning...

Jun 2022
||
(0)
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Director

ROI / Cost

When we implemented CipherOutreach, we got a valuable solution for patient offerings. The product...

May 2022
||
(0)
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Director

Functionality and Upgrades

I wish we had the ability to customize CipherOutreach anytime and anyplace. Right now, we are...

May 2022
||
(0)
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Director

Functionality and Upgrades

I would like to see some improved features for the end-user portal experience in CipherOutreach. I...

May 2022
||
(0)
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Manager

Technology

CipherOutreach is pretty steady and consistent. I have not received any feedback about any glitches...

May 2022
||
(0)
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Manager

Relationship

Our CipherHealth CSM is pretty responsive whenever I need to get ahold of them. We used to have...

May 2022
||
(0)
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Manager

Functionality and Upgrades

CipherOutreach has a user-friendly interface for both the patients and our team. That interface has...

May 2022
||
(0)
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Manager

ROI / Cost

I appreciate the cost-effectiveness of the CipherHealth program. We do not have to use a significant...

May 2022
||
(0)
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Manager

Functionality and Upgrades

The reporting dashboard functionality in CipherOutreach has really been enhanced. We are able to use...

May 2022
||
(0)
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Manager

Other Observations & Comments

I don't really know what is in CipherOutreach already, but there may be an opportunity for the...

May 2022
||
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