Cheers/CRM Commentary
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Subject Expert
Chandler Katschke
Associate Engagement Partner
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User Commentary
Product, Value
We can get messages through our system more quickly by using the CRM module. We had to tweak it so...
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Value
It is a little hard for me to say whether we get our money’s worth with Epic. I would say it is...
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Relationship
With Epic, there are a lot of touch points and a lot of support when we have problems. As an...
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Operations, Product
Epic is usually on target. Unlike with other vendors whose upgrades sometimes seem like downgrades,...
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Product
Cheers is for campaigns. It smartly takes each process. For example, we can write a report, find...
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Product
Epic is widely adopted, especially in our state, where it is used by the majority of large health...
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Culture, Value
Epic is sometimes not clear or transparent with ongoing charges.
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Loyalty
The system's capabilities are strong. The plan is to eventually move the perioperative teams over to...
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Relationship
Epic’s support team requires us to call in and get into a queue, so the response times are not as...
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Operations
I think highly of Epic's training overall. There is usually some organization-specific work required...
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Relationship
In general, compared to the industry, Epic continues to provide exceptional support. That is...
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Product
I think the biggest benefit of Cheers/CRM, like many Epic products, is its native integration with...
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Product
Cheers/CRM has come a long way, but it isn't fully where we need it to be yet. Some of our...
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Relationship, Operations
We recently went through a system implementation, and the experience was very positive. Epic has...
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Product
I like that our CRM system is fully integrated with the other Epic modules. That creates strong...
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Product
The system could have better interoperability with our IVR and telephony system. For example,...
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Loyalty, Product
Epic’s road map aligns well with our use cases. We are not just focused on patient calls; we are...
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Operations
We use Epic's training module, but sometimes the videos can be a little generic. I understand that...
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Relationship
We do a weekly TS meeting with Epic. They are always available if we need them. We use web support...
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Loyalty
I'm pretty satisfied with what we have in our current state and where we are going with the road...
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Operations, Product
The solution does what we need it to, but there is a lot of optimization we can move forward with....
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Product
The system's user interface really requires a lot more. It isn't quite as intuitive as I would like.
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Relationship
The few interactions that I have had with Epic’s support people have been very good. They know what...
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Product
Cheers is the core of our platform and of a lot of our business. It is a complete platform, and it...
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Loyalty, Product
There are a couple of upgrades we would like to see in Cheers. For example, there are things that I...
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Loyalty, Relationship, Product
Epic saw how we use Cheers, and they are working on a custom development to help us. I'm excited to...
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Product
I'm happy with Cheers. The product quality and the upgrades have been good. Overall, the...
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Value
There was no increase in cost for us to move to Cheers because we already had some teams using it....
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Loyalty, Product
The data in Cheers is not in real time, so we are struggling with the data piece. There is a lag in...
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Relationship, Operations
Epic did an immersion trip for our team, so they shadowed our workflows and gave us suggestions for...
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Relationship
Epic has always been good to me. Anytime we open a help desk ticket or send an email, I get an answer....
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Loyalty
We moved to Cheers to consolidate our workflows into Epic, streamline the user experience, and...
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Product
There are some things we heard Epic could do that they can't do. Our former product could work...
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Relationship
We have a several-month lag for anything we have from Epic. As soon as something comes out, we wait...
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Relationship
Normally, we have a technical specialist for support that Epic assigns to us. Regarding executive...
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Relationship, Value
Epic has some risk sharing. So if someone achieves things that Epic says that person will achieve,...
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Product
The system is seamless to end users. The end users don't even know what is happening behind the...
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Relationship, Operations
Epic drives tangible outcomes as long as the right people are at the table. A lot of their hiring...
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Loyalty
We would definitely purchase the system, but I would have waited. A lot of the time, we think the...
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Relationship
The quality of Epic's support depends on who we get. For Cheers/CRM specifically, I don't know who...
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Value
When we started with Epic and were smaller, we got our money's worth without question. Then we...
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Relationship, Value
We are paying a subscription for everything extra that we are using. Epic is getting money, but they...
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Relationship, Product
The best thing Epic does is drive outcomes. While Epic can be frustrating, I end up tolerating them...
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Culture
Epic definitely doesn't keep all of their promises. The things we see in sales cycles and demos...
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Product
Cheers/CRM has really great internal integration with Epic's other systems. That is what we are...
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Product
I am happy with Cheers/CRM, but a lot of people want more functionality. I feel like Cheers/CRM...
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Loyalty, Product
We have access to another CRM product. We reference that product, but we are kind of persnickety,...
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Value
Epic doesn't avoid charging for every little thing. That is my current grumble with them. We have...
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Product
We would like to have integrations of all channels, including telephones and the AI chatbot, to make...
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Product
Cheers/CRM supports integration, being an Epic product, and I think that is its biggest advantage....
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Loyalty
We are on an old version of the CRM system, and once we upgrade to the contact hub, we are going to...
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Product
The biggest strengths of Epic's CRM system are the ability to capture things outside the medical...
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Loyalty, Operations, Product
One annoying thing from the build side was the early version of the CRM system, and I haven't really...
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Loyalty
Our operational reason for rolling out the CRM system was that if a patient called and said that...
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Loyalty, Product
The feedback we initially received about Epic’s CRM module was the nurses saying it had too many...
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Product
The CRM system is not built into everyone's security, and that is a security issue. We have...
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Relationship, Product
Our own issues with the CRM system are completely related to the fact that there are not enough of...
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Relationship
The people at Epic and our technical specialists (TSs) in a few specific areas are amazing. We meet...
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Relationship, Product
From a marketing perspective, the system remains difficult to use due to the necessary involvement...
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Loyalty
We are enjoying the work with this tool and all the enhancements. Adding Hello World will make this...
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Relationship, Product
Some of the system's most impactful outcomes right now are in the customer service space.
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Relationship, Product
The key things that go into making me want to maintain a partnership with Epic are tighter...
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Operations
Epic doesn't provide training. They provide us with training materials that we can relay to our...
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Loyalty
I know that Epic is still developing features for CRM. There are virtual AI agents who can take...
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Operations, Product
Cheers is relatively new. It is the CRM product, so it is above average in terms of its ease of use,...
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Loyalty, Product
We consider Epic to be our primary source of truth; our goal was to bring everything under Epic's...
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Loyalty, Operations
Epic was very helpful during the implementation process. We basically scaled back from implementing...
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Operations
Epic’s training was very solid. They offer web-based training for Cheers, and they have really good...
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Operations, Product
Prior to implementing Cheers, people just wouldn't document that someone called in; they would maybe...
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Loyalty, Product
Epic is currently rolling out pieces of functionality for Cheers, and I know we will get to the...
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Relationship
When Epic is pushing something out, they actually bring developers to us and other organizations so...
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Loyalty, Product
One of the things about Cheers is that the customer organization has to be an Epic shop. We were not...
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Loyalty, Operations, Product
Epic is implementing a live chat function. They have some features that are going to be...
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Commentary Summary
Comment Type Breakout