Cheers/CRM Commentary
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Adam Cherrington
VP of Engagement
KLAS VP of Engagement - Adam Cherrington
 
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User Commentary

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Director

Operations

My personal experience with the Cheers implementation for our organization was a very good one. We...

Aug 2024
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Manager

Loyalty

We are very happy with the Cheers product and the Campaigns module. Campaigns provides an integrated...

Aug 2024
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Manager

Product

There are opportunities for small enhancements to UI and reporting. Having a bit more transparency...

Aug 2024
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VP/Other Executive

Relationship

Phone and web support is a place where I feel Epic has taken a step back. The quality of the answers...

Jul 2024
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VP/Other Executive

Product

Even though I get mad at Epic, I love the outcomes. Despite all of my grumbles, I still think Epic's...

Jul 2024
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CIO

Loyalty, Relationship

We have been live on the system for more years than I would like to count, and an Epic executive...

Jul 2024
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CIO

Operations

Epic's implementation services are the gold standard.

Jul 2024
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CIO

Loyalty, Relationship, Product

Epic meets our needs eventually. They are a few years behind where we need them to be, but they are...

Jul 2024
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CIO

Relationship, Product

Epic tends to tell customers that everything they need is out on the user web and that customers...

Jul 2024
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VP/Other Executive

Loyalty, Product

We need Epic to speed things up with their new patient communication product. We know what the...

Jul 2024
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VP/Other Executive

Culture

On the marketing side, I would tell my peers to start with Epic because if they have Epic's tools...

Jul 2024
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VP/Other Executive

Relationship, Operations

Epic is stepping up. I can see that they are putting account people on. They changed how they are...

Jul 2024
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VP/Other Executive

Loyalty, Product

I come from a broader direct-to-consumer background, and Epic releases things that are very...

Jul 2024
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Director

Product

One thing that is really cool in Cheers is that we are able to include links in our text messages...

Jul 2024
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Director

Product

One piece of big feedback for Epic on development is that we can't customize the days of the week...

Jul 2024
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Director

Product

Out of all the colonoscopies done at the hospital in the past year, a good percentage of them were...

Jul 2024
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Director

Product

We want to learn more about how Cheers integrates with Epic Hello World because some of the Epic...

Jul 2024
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Director

Relationship

Epic’s developers are amazing and have been closely tied to us. They think some of the things we...

Jul 2024
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Director

Product, Value

Due to the sheer volume of patients we can engage with Cheers, regardless of the type of screening...

Jul 2024
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Manager

Product

Cheers has two parts. One is campaigns, and it allows us to send MyChart messages to patients using...

Jul 2024
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Manager

Operations, Product

The amount of development it would take to create something completely custom to do a wellness...

Jul 2024
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Manager

Product, Value

If we want to have a list of patients who we just want to load, we don't necessarily have a specific...

Jul 2024
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Manager

Product

In Epic, we use registries and registry metrics. Epic integrates SQL well. SQL is nice because we...

Jul 2024
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Manager

Relationship, Product

Hospitals could never algorithmically query their own data and take action on that data by messaging...

Jul 2024
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Manager

Product, Value

We use campaigns to do a wellness outreach. We have a whole bunch of value-based contracts. They are...

Jul 2024
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Manager

Loyalty, Product

Epic iterates on their development. Some patients are not active on MyChart; typically, we get to...

Jul 2024
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Manager

Culture, Value

I would 100% buy Cheers again. With Epic, we have released several campaigns. We haven't really been...

Jul 2024
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VP/Other Executive

Relationship, Product

Epic is really good about not promising things, and I appreciate that because I'm the one who has to...

Jul 2024
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VP/Other Executive

Loyalty

We are looking at using Cheers so that we can have a combined solution. We are leaning toward using...

Jul 2024
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VP/Other Executive

Relationship, Product

Cheers is a little clunky. We have had to help Epic work through the kinks and get to where Cheers...

Jul 2024
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Manager

Operations

The main thing end users have to do is keep track of every request from the patients. If we do that,...

Jul 2024
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Manager

Product

CRM is one part of the solution that we use a lot, and the Campaign tool in the solution is the...

Jul 2024
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Manager

Product

There are pieces of the solution that can track when we communicate with patients. If the patient...

Jul 2024
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Manager

Product

We require every one of the call center staff members to dock a case using the CRM for every phone...

Jul 2024
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Manager

Loyalty, Relationship, Operations

Our internal development team is moving pretty fast, and sometimes we conflict with the Epic side...

Jul 2024
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Manager

Relationship, Operations, Product

The solution gets upgraded two times a year along with the overall Epic system we have. I like the...

Jul 2024
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Manager

Loyalty, Relationship, Product

Epic continues to try to enhance the products on the user interface side. I do see some improvements...

Jul 2024
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Manager

Relationship

We are partnered up with Epic, and they provide a lot of support from their technical support team....

Jul 2024
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Manager

Value

The product is very expensive compared to our previous EHR system, but I would definitely recommend...

Jul 2024
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Manager

Culture, Value

From time to time we are caught by surprises when we try to request something from Epic. We are new...

Jul 2024
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Manager

Product

One benefit we see with the product is that management has the ability to track productivity. They...

Jul 2024
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Manager

Loyalty, Product

There is a tool called Campaign that I believe is part of the tools in Cheers. With Campaign, we can...

Jul 2024
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Manager

Product

The solution is pretty structured with handling individual modules. Because the application itself...

Jul 2024
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Director

Loyalty, Product

There are certain pieces of the product that are pretty clunky, but Epic is addressing those. The...

Jun 2024
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Director

Loyalty

We wanted a campaigns module that we could use for reaching out with more of a targeted approach in...

Jun 2024
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Director

Value

Integration is where Epic shines. Also, Epic keeps the cost reasonable. When they were pushing for...

Jun 2024
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Director

Relationship, Operations, Product

Epic's recommendation is to develop a good governance structure to determine where we want to build...

Jun 2024
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Director

Loyalty, Product

We haven't rolled out enough of the product for it to develop outcomes, but I see the potential....

Jun 2024
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Director

Operations

With Cheers, our timeline did get a little extended because of some complexities, but Epic continued...

Jun 2024
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Director

Loyalty

The functionality of Cheers is very basic. We use Cheers within our customer service and self-pay...

Jun 2024
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Director

Relationship, Operations

The effectiveness of initial training is great. Our Epic IT team always prepares us, and we have...

Jun 2024
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Director

Loyalty

There have been multiple attempts to troubleshoot our current CRM issue, but we are having an...

Jun 2024
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Manager

Product

Right now, Cheers/CRM has a lot of features. But because of how we work, if it were integrated or...

May 2024
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Manager

Operations

Epic normally has training classes, but for our Cheers/CRM implementation, they had eLearning...

May 2024
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Director

Relationship, Product

In general, Epic is good at delivering new technology that meets our needs.

May 2024
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Manager

Operations

We had a group from Epic assigned to us that we worked with for the overall implementation process,...

May 2024
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Manager

Operations, Product

We did not have a CRM system before implementing Cheers/CRM. We don't necessarily have a central...

May 2024
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Manager

Loyalty, Product

Cheers/CRM works as promoted and works for our purposes. We don't do anything super fancy with it,...

May 2024
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Manager

Loyalty, Product

Cheers/CRM is a very helpful tool, and the base functionality is exactly what Epic said it was. Some...

May 2024
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Director

Operations

We had our product manager walk us through the product's entire installation, so we had the most...

Apr 2024
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Director

Product

The vendor recently did a really big revamp of end-user-facing tools, and that has made those tools...

Apr 2024
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Director

Relationship, Product

The system still has some opportunities for growth. We would like an SMS API, but Epic doesn't...

Apr 2024
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Director

Product, Value

The outcomes that we have seen from the system have been very tangible, and Epic has dashboards...

Apr 2024
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Director

Loyalty

The system will always exist in our environment in some capacity, but it may not remain in the...

Apr 2024
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Director

Relationship, Product

I have no issues at all with Cheers. It works well when integrated completely with our platform. The...

Apr 2024
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Director

Loyalty, Product

The biggest improvement for the system would be with its really basic communication. Our marketing...

Mar 2024
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Director

Relationship

We are using the system to close gaps in care, and we can communicate really well with targeted...

Mar 2024
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CMIO

Operations, Product

Cheers is a newer product, so it is a little more on the bleeding edge; we got a little more blood...

Jan 2024
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CMIO

Product

With Cheers, everything went really well, but we do have to validate the metrics that don't look...

Jan 2024
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CMIO

Product, Value

Something I like about Cheers is that we can set up routine CRM tasks. We can immediately route...

Jan 2024
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CMIO

Product

With Cheers, we can work through our texting vendor and say that we want to reach out to this group...

Jan 2024
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CMIO

Product

With Cheers, in order to not send a CRM message, the message has to be converted to a refill request...

Jan 2024
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Analyst/Coordinator

Loyalty, Product

Cheers is a relatively new module. We have actually started to migrate a lot of our data to this new...

Jan 2024
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Analyst/Coordinator

Loyalty, Relationship, Product

Cheers follows suit in terms of current builds within Epic, but there is nothing specific that makes...

Jan 2024
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Director

Product

The product is very friendly and easy for end users to use, and that is the most important part. It...

Jan 2024
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Director

Loyalty, Relationship, Product

Epic is working on more integrations into Cheers. I think they just have to get over a few hurdles...

Jan 2024
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Director

Relationship

Epic has a strong relationship-building group, and they really know how to relate to their end-user...

Jan 2024
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Manager

Relationship

We have been successful with Epic. They have been a great partner working with us and learning from...

Jan 2024
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Manager

Relationship, Product

Epic has a great release schedule. They have done a lot of new development for us. Sometimes it is...

Jan 2024
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Manager

Value

Epic avoids charging for every little thing, for the most part. Every once in a while, there are a...

Jan 2024
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Manager

Relationship, Product

When it comes to integration for payments over the phone and online, we have had some challenges...

Jan 2024
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