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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Director

Service and Support

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

Functionality and Upgrades

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

Other Observations & Comments

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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Director

Other Observations & Comments

As Epic has been piecing things together and developing things for Cheers, we have seen new...

Nov 2022
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CIO

Interfacing and Integration

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

Implementation and Training

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

Relationship

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

Nov 2022
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CIO

Functionality and Upgrades

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

ROI / Cost (care and feeding)

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

Lessons Learned

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

Lessons Learned

Customers should know that if they take Cheers, invest time in it, dedicate analysts, and let the...

Sep 2022
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Director

Interfacing and Integration

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

Sep 2022
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Director

Functionality and Upgrades

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

Sep 2022
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Director

Service and Support

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

Sep 2022
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Director

Functionality and Upgrades

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

Sep 2022
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Director

Service and Support

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

Sep 2022
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Director

Future Outlook

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

Sep 2022
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Director

Service and Support

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

Sep 2022
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Director

Implementation and Training

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

Implementation and Training

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

Sep 2022
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Director

Service and Support

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

Sep 2022
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Director

Other Observations & Comments

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

Sep 2022
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Director

Service and Support

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

Sep 2022
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Director

Implementation and Training

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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Physician

ROI / Cost (care and feeding)

Cheers does everything that we have asked it to do. One of the system’s biggest values is that it is...

Sep 2022
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Director

Technology

The biggest gap we have is for a marketing and sales component because we want to have a total view...

Sep 2022
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Director

Relationship

The thing with Epic is that they are driving their customers pretty hard. I have limited resources....

Sep 2022
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Director

Service and Support

I trust Epic. I view Epic as a true partner in our strategy, and that is what Epic is great at; they...

Sep 2022
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Director

Interfacing and Integration

Epic is increasing their ability to be interoperable because they historically haven't been. We are...

Sep 2022
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Director

Relationship

We have had a few very weird technical issues that I haven't seen anywhere else, but overall, the...

Sep 2022
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Physician

Other Observations & Comments

We have had a challenge maintaining relationships between providers and nonregistered patients. The...

Sep 2022
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Manager

Implementation and Training

We have been more engaged and focused on the implementation of Cheers than on that of another Epic...

Sep 2022
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Manager

Service and Support

Epic is the best vendor I have worked with in terms of having and delivering on a vision. I expect...

Sep 2022
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Manager

Lessons Learned

I would tell other Cheers customers to be thoughtful about when and how often they message patients....

Sep 2022
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CMIO

Interfacing and Integration

We started using the campaigns module in the product mainly for COVID-19 vaccine outreach. A good...

Sep 2022
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CMIO

ROI / Cost (care and feeding)

The product has some reporting and dashboard capabilities that are available out of the box. We can...

Sep 2022
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CMIO

ROI / Cost (care and feeding)

The product allows us to create different phases of outreach using the campaigns module. We can...

Sep 2022
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CMIO

ROI / Cost (care and feeding)

A lot of our quality improvement projects have required manual phone calls, so we have a team from...

Sep 2022
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Director

Functionality and Upgrades

I would like better reporting and dashboards, which may come with a future upgrade. The dashboards...

Sep 2022
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Director

ROI / Cost (care and feeding)

Cheers/CRM has helped us receive a lot of information and get things accomplished by using...

Sep 2022
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Director

Future Outlook

The solution has been meeting the market demands of patient engagement and patient experience. For a...

Sep 2022
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CMIO

Lessons Learned

My advice for another provider would be to talk with their assigned personnel within Epic's TS team...

Sep 2022
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CMIO

Functionality and Upgrades

The biggest issue we ran into was the multilanguage support options from the vendor. The vendor...

Sep 2022
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CMIO

Interfacing and Integration

Getting our exported IVR content from within the product into the right files has been challenging...

Sep 2022
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CMIO

Functionality and Upgrades

We found an issue within the product that was difficult to figure out at the patient level. The...

Sep 2022
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CMIO

Service and Support

Epic is responsive, and our TS team is really good. The vendor has sent out a team to do on-site...

Sep 2022
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Manager

Functionality and Upgrades

One of the weaknesses in the system is the data. Our data team has had a bit of difficulty pulling...

Aug 2022
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Manager

ROI / Cost (care and feeding)

Cheers is a great product. There is a lot of functionality within Cheers and a lot of solutions that...

Aug 2022
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VP/Other Executive

ROI / Cost (care and feeding)

The system provides an improved patient experience. It is as if the front door no longer exists....

Aug 2022
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VP/Other Executive

Lessons Learned

Epic promises a lot of things, and those things happen 7 out of 10 times, but Epic's timelines are...

Aug 2022
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VP/Other Executive

Service and Support

Epic’s rollout, training, and knowledge about their own product are weak. There is a big disconnect...

Aug 2022
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VP/Other Executive

Other Observations & Comments

Epic has a program that lets us earn points based on different benchmarks that they have set for the...

Aug 2022
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Manager

Relationship

Because the product is so new, Epic is still figuring out what the best practices are, but they do a...

Aug 2022
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Manager

Future Outlook

In general, we are very happy with the product. Epic has showed us their road map for what is coming...

Aug 2022
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Manager

ROI / Cost (care and feeding)

Epic is pretty good about avoiding charging us. There are certain enhancements or changes that we...

Jul 2022
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Manager

Implementation and Training

The initial training was excellent. There is very little that needs to be done externally, so most...

Jul 2022
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Manager

Interfacing and Integration

We have made a lot of strides toward our integration goals. Epic has done a lot of enhancements recently....

Jul 2022
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Director

Service and Support

Epic's support during upgrades is way better than the support from any other EHR vendor I have ever...

Jun 2022
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Director

Functionality and Upgrades

The number of clicks it takes to transfer a note and make it a telephone encounter could be reduced...

Jun 2022
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Director

Service and Support

Epic has lots of technical support people that are only working with a few customers. That is better...

Jun 2022
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Chief Innovation Officer

Functionality and Upgrades

In the beginning, we knew that the foundational functionalities in Cheers, such as the marketing...

Apr 2022
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Chief Innovation Officer

Service and Support

Epic's support team is very responsive. Epic did a training session for us because they recognized...

Apr 2022
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Chief Innovation Officer

Other Observations & Comments

The EHR side of our organization is very function driven. We worry about what things need to be done...

Apr 2022
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Chief Innovation Officer

ROI / Cost (care and feeding)

Epic is positioning and selling Cheers as an alternative to other CRM technologies. Our goals are...

Apr 2022
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Chief Innovation Officer

ROI / Cost (care and feeding)

We have not yet been able to deliver outcomes with Cheers. It is an early-stage product. It is hard...

Apr 2022
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VP/Other Executive

Functionality and Upgrades

I would absolutely buy the product again. It has been great for us. Its strength is workflow...

Mar 2022
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VP/Other Executive

Service and Support

Epic is excellent to work with. I meet with the vendor often, and I have a BFF assigned to me from...

Mar 2022
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VP/Other Executive

Implementation and Training

Epic has done a much better job at training. Now the vendor does proactive webinars, knowing not...

Mar 2022
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