Cheers/CRM
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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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Manager

Product

We have done a lot of our deployments module by module, instead of doing a big bang with everything,...

Jul 2023
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Manager

Culture, Product

When we bought Cheers, we were sold something more robust than was realistic at the time. Later on,...

Jun 2023
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Manager

Relationship, Product

Some of our people have worked closely with some of Epic's developers on CRM pieces, so we have a...

Jun 2023
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Manager

Product

Epic's standard build for Cheers is very consistent, and we are utilizing that build because it has...

Jun 2023
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VP/Other Executive

Product

Cheers is a bit of a clunky tool. We have another product in-house, but we love the integrated...

Jun 2023
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VP/Other Executive

Product

Our biggest implementation challenge was getting to the product from the patient records. The system...

Jun 2023
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VP/Other Executive

Product, Value

The product has simplicity. The form makes good sense. When we look at the system, we know what to...

Jun 2023
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VP/Other Executive

Product

One of the problems we are struggling with is having quick CRM moments when we bump into people who...

Jun 2023
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VP/Other Executive

Relationship

Epic is pretty good as a partner. The vendor is deeply engaged with us; we see that other previous...

Jun 2023
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VP/Other Executive

Relationship

Our BFF from Epic is constantly driving innovation with us and telling us about things that are...

Jun 2023
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VP/Other Executive

Product

It would be cool if the product could pick up workflow patterns and make us aware of when there are...

Jun 2023
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VP/Other Executive

Loyalty, Product

We certainly have had a fabulous experience overall, but whether we would recommend the product to...

Jun 2023
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Manager

Relationship

The Epic support representatives that are assigned to us have been extremely responsive, and they...

Jun 2023
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Manager

Product

The Cheers module connects the patients, the providers, and the billing office together. It allows...

Jun 2023
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Manager

Product

The integration in Cheers works really well, and we are extremely satisfied with that. There are no...

Jun 2023
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Manager

Product

Cheers is easy to use. Our staff was really quick to learn the module, and I found it pretty...

Jun 2023
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Manager

Product

When we first designed our subtopics in Cheers, we weren’t sure what we were doing, so what we did...

Jun 2023
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Manager

Loyalty, Relationship

The Epic road map for self-pay is pretty robust, and they are working on a lot of things that are...

Jun 2023
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Director

Product

I would recommend that future customers really understand all the various products and how they work...

Jun 2023
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Director

Culture, Value

For campaigns, there is a license fee. So there is some additive pricing. I would like for Epic to...

Jun 2023
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Director

Operations

Cheers is a somewhat new product, and it didn’t come with certification training, at least not when...

Jun 2023
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Director

Culture

There is a bit of a difference between what is promoted versus what the system actually does. There...

Jun 2023
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Director

Product

The system is pretty user friendly. Knowing all the bells and whistles is where we are challenged,...

Jun 2023
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Director

Relationship

We have really good support from Epic. They are constantly sending us information on the new...

Jun 2023
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Director

Product

Cheers is working very well for us operationally. We use it to classify and categorize the types of...

Jun 2023
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Director

Relationship

Epic is there for any modifications or anything we need. I continually submit additional topic and...

Jun 2023
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Director

Product

We could have some optimization of the reporting. The reporting is very manual. There is an...

Jun 2023
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Director

Relationship, Product

My only issue is not with the product. My agents struggle to choose the right topic and subtopic....

Jun 2023
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Director

Relationship, Product

I haven't heard of anything proactive from Epic except for the upgrade notes and things that are...

Jun 2023
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Director

Relationship

I would let others considering Cheers know that Epic is very engaged in listening to our specific...

Jun 2023
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Manager

Operations

I don't think that there is a lot of training for the system at this point. For example, the system...

May 2023
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Manager

Product

I think that the system has a lot of room for improvement when it comes to reporting and tracking...

May 2023
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Manager

Product, Value

We love the campaigns in Cheers/CRM. Cheers/CRM has been a powerful tool for us for both educational...

May 2023
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Manager

Product

In the system's communication section, we can build smart texts. Those are scripted for how calls...

May 2023
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Manager

Operations

When an end user sends a customer service question through MyChart, the system will automatically...

May 2023
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Manager

Operations, Product

Cheers/CRM is pretty easy to use, but there was less emphasis on its training than there should have...

May 2023
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Manager

Relationship

We have a really unique relationship with Epic. We have direct, personal relationships with certain...

May 2023
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Manager

Loyalty, Product

The system didn't necessarily replace anything for us other than Excel spreadsheets, paper, and...

May 2023
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Manager

Loyalty, Product

The more Epic tools we can use, the more nimble we can be with our resources while offering...

May 2023
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Manager

Product

Overall, Cheers/CRM is a very easy and intuitive tool to use. It isn't complicated. There is a high...

May 2023
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Manager

Relationship, Product

There is still work to be done with the way Cheers/CRM integrates with workspaces. I don't know...

May 2023
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Director

Operations, Product

One of our pain points is around data validation and accuracy, and another pain point is that we...

May 2023
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Director

Loyalty, Value

The product has allowed us to communicate quicker and more how our patients prefer. Now we are...

May 2023
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Director

Operations

We have a team of people who have gotten trained on Campaigns, but they have had to go back for more...

May 2023
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Director

Relationship, Product

I am finding issues with the product. The product says the campaign is successful, but if I do an...

May 2023
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Director

Relationship

Epic hasn’t come back to us for feedback. We are one of their bigger adopters, and they haven't...

May 2023
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Director

Relationship

Our builders have reached out to Epic’s support team with questions, but the support team hasn’t...

May 2023
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Director

Operations

Parts of the product are not working the way we want. We have worked with a consultant from Epic who...

May 2023
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VP/Other Executive

Relationship, Operations

Epic was very hands on when we were implementing new products or when we went live. One of Epic’s...

May 2023
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VP/Other Executive

Relationship

Epic is great with support in anything we might need. We are a company that likes to do things a...

May 2023
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VP/Other Executive

Operations

The facilitators for the training were very good. Epic does a lot of new version training, and they...

May 2023
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VP/Other Executive

Product

Cheers is a great system in that it is very transparent, so we are able to easily find all the...

May 2023
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VP/Other Executive

Product

The one thing that stands out to me about Epic is the integration of their product. That is very...

May 2023
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VP/Other Executive

Value

During the COVID-19 pandemic, we were very grateful that Epic was very good about not charging for a...

May 2023
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VP/Other Executive

Relationship

We happen to have a really good technical support person, so there is rarely a time when we have to...

May 2023
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VP/Other Executive

Relationship, Value

Epic's system is very expensive. Everybody knows that. We would like Epic to reduce their prices....

May 2023
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VP/Other Executive

Product

The beauty of Cheers is that it is integrated. The downside of Cheers is that it is integrated, so...

May 2023
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VP/Other Executive

Relationship

We would like Epic to find a way to keep their employees because they have a pretty high turnover...

May 2023
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Analyst/Coordinator

Relationship, Operations

Epic's TS team is amazing. They are very knowledgeable and helpful in implementing things. Cheers is...

May 2023
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Analyst/Coordinator

Operations, Product

The upgrades happen on time, and Epic delivers things as expected. We have been working with the...

May 2023
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Analyst/Coordinator

Product

There is an extract outreach feature within campaigns that is clunky. There could be more patient...

May 2023
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Analyst/Coordinator

Product, Value

This product is helping us to save a lot of time for highly skilled, educated medical staff members...

May 2023
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Analyst/Coordinator

Loyalty

The future of healthcare seems to be automation, and Epic has ideas. They have a timeline that is...

May 2023
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Director

Loyalty, Product

We would like the ability in all Cheers’ workflows, primarily quality workflows, to assign things...

May 2023
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Director

Relationship

Epic’s support is fabulous. We have a lot of our technical support people’s personal contact...

May 2023
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Director

Relationship

I have not worked with a vendor who listens more and is a better partner than Epic. I oversee...

May 2023
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Director

Product, Value

We have some KPIs as a direct result of implementing Cheers, and I am sure we could gather more with...

May 2023
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Director

Value

The more we put on Cheers, the better the ROI because we pay the same rate no matter what. We are...

May 2023
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Director

Relationship

Cheers is a very good customer service and workflow application. Epic has become more open to...

May 2023
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Director

Relationship

Epic is too cautious when communicating what is possible with their technology. I understand that...

May 2023
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Chief Innovation Officer

Loyalty, Relationship

Cheers isn’t going to be our long-term comprehensive marketing solution. We are developing our...

Apr 2023
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Director

Operations

Epic does traditional canned training with screenshots and workloads. They aren't very interested in...

Apr 2023
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Director

Loyalty

We tried to work with a third-party vendor for the system, but Epic decided to consider that...

Apr 2023
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Director

Loyalty, Product

Epic's solutions depend on a Citrix or VMware layer because the software requires a lot of intense...

Apr 2023
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Director

Relationship

Epic assigns people to our account. Those people are dedicated. We can ask them anything, and they...

Apr 2023
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Director

Product

Epic's real benefit is that they have an integrated virtual environment that allows them to release...

Apr 2023
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Director

Loyalty, Relationship, Product

Epic is good about describing what is on their road map. They make the direction that they want to...

Apr 2023
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Director

Product

It is great to have a campaign and to be able to find different patient registries to collect and...

Apr 2023
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Director

Product

Cheers has multiple integrations inside the Epic platform, but there are too many fields for those...

Feb 2023
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Director

Product

Cheers needs to be a little more simplified for clinicians. For patients, the system is great. But...

Feb 2023
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Director

Relationship, Product

Epic is a large organization. They are like a federal government; therefore, it takes a long time to...

Feb 2023
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Director

Loyalty, Relationship

Epic is continuing to look at Cheers because it is one of Epic's newer products. The vendor is...

Dec 2022
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Director

Relationship

Epic is phenomenal at getting their R&D folks to meet us for conversations. From a support and...

Dec 2022
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Director

Relationship

Epic’s call center has begun using QuickActions. They have collaborated with us to put things in...

Dec 2022
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Director

Loyalty, Product

Cheers uses prospective patients, but we don't want to create prospective patients to transfer a...

Dec 2022
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Director

Relationship, Product

With Cheers, we can see the productivity of each call center user. Epic can see what is going on,...

Dec 2022
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Director

Product

Cheers can take a call and turn it into a telephone encounter when it gets to the clinic. Then we...

Dec 2022
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Director

Product

The call portion of the product is easy to use, but transferring calls to the clinic is a more...

Dec 2022
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Director

Loyalty, Relationship, Product

Epic is sinking a lot of resources into making Cheers a full CRM, but we should let the CRM vendors...

Nov 2022
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Director

Product

A lot of the tools that Epic is releasing as part of Cheers are useful on their own. For example,...

Nov 2022
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Director

Loyalty, Product

I don’t know whether we will fully embrace the way in which Cheers is going. Epic appears to be...

Nov 2022
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CIO

Product

I am very happy with Epic; their outreach tool set is good, and it allows for quite a bit of...

Nov 2022
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CIO

Operations

Epic does an adequate job at implementations and training, but they don't blow my socks off. We...

Nov 2022
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CIO

Culture, Relationship

Cheers is being developed, and it is definitely helping, but Epic could improve by having closer...

Nov 2022
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CIO

Operations, Product

In order to increase the ease of use within Cheers, Epic needs to figure out a systematic way of...

Nov 2022
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CIO

Relationship

Epic is willing to fix issues, but my problem is that I feel like we are doing more vetting than...

Nov 2022
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CIO

Value

Cheers is a good product, but we pay through the nose for it. Every doctor and health plan executive...

Nov 2022
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Director

Product, Value

Despite the pain points, we have been able to meet our business needs, even though we don't always...

Sep 2022
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Director

Product

Cheers is so easy to integrate with other Epic systems. We can embed customer service workflows in...

Sep 2022
||
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Director

Product

Overall, we are pleased with the product. It meets most of our needs.

Sep 2022
||
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Director

Relationship, Product

Our development requests go into limbo, so Epic could improve in that area. When we suggest...

Sep 2022
||
(0)
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Director

Operations, Product

This system falls right in the middle regarding the ease of use and the ease of training. The CRM...

Sep 2022
||
(0)
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Director

Relationship, Product

We desperately need to maximize the efficiency of our workflows, and we are not getting anything...

Sep 2022
||
(0)
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Director

Loyalty, Product

Sometimes we get things from Epic that are useful with upgrades. I have seen the road map, and there...

Sep 2022
||
(0)
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Director

Relationship

I have never worked with a vendor more responsive than Epic. I can get someone on the phone at any...

Sep 2022
||
(0)
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Director

Operations

Epic's training is set up to have various levels, like college courses. There are 100- and 200-level...

Sep 2022
||
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Director

Operations

Someone helped us during our implementation, and that person was truly an excellent resource. They...

Sep 2022
||
(0)
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Director

Relationship

Most members of my team could run circles around any of Epic's technical support people for Cheers....

Sep 2022
||
(0)
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Director

Relationship, Product

Epic is pretty good at being proactive, but sometimes they introduce problems that we aren't...

Sep 2022
||
(0)
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Director

Relationship, Operations

Epic largely keeps their promises. They usually keep to development timelines and implement things...

Sep 2022
||
(0)
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Director

Operations

There is no specific training for Cheers. When my lead technical analysts and I went through...

Sep 2022
||
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Director

Relationship

Epic assigns us a BFF as our primary contact, so when the “!#$%&” hits the fan, I have a person I...

Sep 2022
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