Cheers/CRM
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Subject Expert
Adam Cherrington
Vice President Digital Health
Commentary Summary
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User Commentary
Product
We have done a lot of our deployments module by module, instead of doing a big bang with everything,...
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Culture, Product
When we bought Cheers, we were sold something more robust than was realistic at the time. Later on,...
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Relationship, Product
Some of our people have worked closely with some of Epic's developers on CRM pieces, so we have a...
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Product
Epic's standard build for Cheers is very consistent, and we are utilizing that build because it has...
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Product
Cheers is a bit of a clunky tool. We have another product in-house, but we love the integrated...
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Product
Our biggest implementation challenge was getting to the product from the patient records. The system...
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Product, Value
The product has simplicity. The form makes good sense. When we look at the system, we know what to...
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Product
One of the problems we are struggling with is having quick CRM moments when we bump into people who...
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Relationship
Epic is pretty good as a partner. The vendor is deeply engaged with us; we see that other previous...
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Relationship
Our BFF from Epic is constantly driving innovation with us and telling us about things that are...
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Product
It would be cool if the product could pick up workflow patterns and make us aware of when there are...
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Loyalty, Product
We certainly have had a fabulous experience overall, but whether we would recommend the product to...
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Relationship
The Epic support representatives that are assigned to us have been extremely responsive, and they...
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Product
The Cheers module connects the patients, the providers, and the billing office together. It allows...
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Product
The integration in Cheers works really well, and we are extremely satisfied with that. There are no...
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Product
Cheers is easy to use. Our staff was really quick to learn the module, and I found it pretty...
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Product
When we first designed our subtopics in Cheers, we weren’t sure what we were doing, so what we did...
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Loyalty, Relationship
The Epic road map for self-pay is pretty robust, and they are working on a lot of things that are...
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Product
I would recommend that future customers really understand all the various products and how they work...
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Culture, Value
For campaigns, there is a license fee. So there is some additive pricing. I would like for Epic to...
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Operations
Cheers is a somewhat new product, and it didn’t come with certification training, at least not when...
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Culture
There is a bit of a difference between what is promoted versus what the system actually does. There...
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Product
The system is pretty user friendly. Knowing all the bells and whistles is where we are challenged,...
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Relationship
We have really good support from Epic. They are constantly sending us information on the new...
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Product
Cheers is working very well for us operationally. We use it to classify and categorize the types of...
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Relationship
Epic is there for any modifications or anything we need. I continually submit additional topic and...
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Product
We could have some optimization of the reporting. The reporting is very manual. There is an...
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Relationship, Product
My only issue is not with the product. My agents struggle to choose the right topic and subtopic....
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Relationship, Product
I haven't heard of anything proactive from Epic except for the upgrade notes and things that are...
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Relationship
I would let others considering Cheers know that Epic is very engaged in listening to our specific...
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Operations
I don't think that there is a lot of training for the system at this point. For example, the system...
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Product
I think that the system has a lot of room for improvement when it comes to reporting and tracking...
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Product, Value
We love the campaigns in Cheers/CRM. Cheers/CRM has been a powerful tool for us for both educational...
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Product
In the system's communication section, we can build smart texts. Those are scripted for how calls...
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Operations
When an end user sends a customer service question through MyChart, the system will automatically...
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Operations, Product
Cheers/CRM is pretty easy to use, but there was less emphasis on its training than there should have...
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Relationship
We have a really unique relationship with Epic. We have direct, personal relationships with certain...
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Loyalty, Product
The system didn't necessarily replace anything for us other than Excel spreadsheets, paper, and...
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Loyalty, Product
The more Epic tools we can use, the more nimble we can be with our resources while offering...
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Product
Overall, Cheers/CRM is a very easy and intuitive tool to use. It isn't complicated. There is a high...
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Relationship, Product
There is still work to be done with the way Cheers/CRM integrates with workspaces. I don't know...
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Operations, Product
One of our pain points is around data validation and accuracy, and another pain point is that we...
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Loyalty, Value
The product has allowed us to communicate quicker and more how our patients prefer. Now we are...
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Operations
We have a team of people who have gotten trained on Campaigns, but they have had to go back for more...
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Relationship, Product
I am finding issues with the product. The product says the campaign is successful, but if I do an...
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Relationship
Epic hasn’t come back to us for feedback. We are one of their bigger adopters, and they haven't...
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Relationship
Our builders have reached out to Epic’s support team with questions, but the support team hasn’t...
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Operations
Parts of the product are not working the way we want. We have worked with a consultant from Epic who...
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Relationship, Operations
Epic was very hands on when we were implementing new products or when we went live. One of Epic’s...
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Relationship
Epic is great with support in anything we might need. We are a company that likes to do things a...
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Operations
The facilitators for the training were very good. Epic does a lot of new version training, and they...
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Product
Cheers is a great system in that it is very transparent, so we are able to easily find all the...
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Product
The one thing that stands out to me about Epic is the integration of their product. That is very...
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Value
During the COVID-19 pandemic, we were very grateful that Epic was very good about not charging for a...
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Relationship
We happen to have a really good technical support person, so there is rarely a time when we have to...
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Relationship, Value
Epic's system is very expensive. Everybody knows that. We would like Epic to reduce their prices....
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Product
The beauty of Cheers is that it is integrated. The downside of Cheers is that it is integrated, so...
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Relationship
We would like Epic to find a way to keep their employees because they have a pretty high turnover...
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Relationship, Operations
Epic's TS team is amazing. They are very knowledgeable and helpful in implementing things. Cheers is...
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Operations, Product
The upgrades happen on time, and Epic delivers things as expected. We have been working with the...
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Product
There is an extract outreach feature within campaigns that is clunky. There could be more patient...
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Product, Value
This product is helping us to save a lot of time for highly skilled, educated medical staff members...
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Loyalty
The future of healthcare seems to be automation, and Epic has ideas. They have a timeline that is...
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Loyalty, Product
We would like the ability in all Cheers’ workflows, primarily quality workflows, to assign things...
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Relationship
Epic’s support is fabulous. We have a lot of our technical support people’s personal contact...
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Relationship
I have not worked with a vendor who listens more and is a better partner than Epic. I oversee...
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Product, Value
We have some KPIs as a direct result of implementing Cheers, and I am sure we could gather more with...
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Value
The more we put on Cheers, the better the ROI because we pay the same rate no matter what. We are...
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Relationship
Cheers is a very good customer service and workflow application. Epic has become more open to...
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Relationship
Epic is too cautious when communicating what is possible with their technology. I understand that...
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Loyalty, Relationship
Cheers isn’t going to be our long-term comprehensive marketing solution. We are developing our...
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Operations
Epic does traditional canned training with screenshots and workloads. They aren't very interested in...
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Loyalty
We tried to work with a third-party vendor for the system, but Epic decided to consider that...
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Loyalty, Product
Epic's solutions depend on a Citrix or VMware layer because the software requires a lot of intense...
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Relationship
Epic assigns people to our account. Those people are dedicated. We can ask them anything, and they...
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Product
Epic's real benefit is that they have an integrated virtual environment that allows them to release...
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Loyalty, Relationship, Product
Epic is good about describing what is on their road map. They make the direction that they want to...
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Product
It is great to have a campaign and to be able to find different patient registries to collect and...
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Product
Cheers has multiple integrations inside the Epic platform, but there are too many fields for those...
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Product
Cheers needs to be a little more simplified for clinicians. For patients, the system is great. But...
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Relationship, Product
Epic is a large organization. They are like a federal government; therefore, it takes a long time to...
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Loyalty, Relationship
Epic is continuing to look at Cheers because it is one of Epic's newer products. The vendor is...
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Relationship
Epic is phenomenal at getting their R&D folks to meet us for conversations. From a support and...
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Relationship
Epic’s call center has begun using QuickActions. They have collaborated with us to put things in...
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Loyalty, Product
Cheers uses prospective patients, but we don't want to create prospective patients to transfer a...
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Relationship, Product
With Cheers, we can see the productivity of each call center user. Epic can see what is going on,...
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Product
Cheers can take a call and turn it into a telephone encounter when it gets to the clinic. Then we...
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Product
The call portion of the product is easy to use, but transferring calls to the clinic is a more...
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Loyalty, Relationship, Product
Epic is sinking a lot of resources into making Cheers a full CRM, but we should let the CRM vendors...
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Product
A lot of the tools that Epic is releasing as part of Cheers are useful on their own. For example,...
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Loyalty, Product
I don’t know whether we will fully embrace the way in which Cheers is going. Epic appears to be...
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Product
I am very happy with Epic; their outreach tool set is good, and it allows for quite a bit of...
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Operations
Epic does an adequate job at implementations and training, but they don't blow my socks off. We...
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Culture, Relationship
Cheers is being developed, and it is definitely helping, but Epic could improve by having closer...
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Operations, Product
In order to increase the ease of use within Cheers, Epic needs to figure out a systematic way of...
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Relationship
Epic is willing to fix issues, but my problem is that I feel like we are doing more vetting than...
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Value
Cheers is a good product, but we pay through the nose for it. Every doctor and health plan executive...
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Product, Value
Despite the pain points, we have been able to meet our business needs, even though we don't always...
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Product
Cheers is so easy to integrate with other Epic systems. We can embed customer service workflows in...
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Product
Overall, we are pleased with the product. It meets most of our needs.
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Relationship, Product
Our development requests go into limbo, so Epic could improve in that area. When we suggest...
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Operations, Product
This system falls right in the middle regarding the ease of use and the ease of training. The CRM...
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Relationship, Product
We desperately need to maximize the efficiency of our workflows, and we are not getting anything...
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Loyalty, Product
Sometimes we get things from Epic that are useful with upgrades. I have seen the road map, and there...
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Relationship
I have never worked with a vendor more responsive than Epic. I can get someone on the phone at any...
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Operations
Epic's training is set up to have various levels, like college courses. There are 100- and 200-level...
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Operations
Someone helped us during our implementation, and that person was truly an excellent resource. They...
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Relationship
Most members of my team could run circles around any of Epic's technical support people for Cheers....
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Relationship, Product
Epic is pretty good at being proactive, but sometimes they introduce problems that we aren't...
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Relationship, Operations
Epic largely keeps their promises. They usually keep to development timelines and implement things...
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Operations
There is no specific training for Cheers. When my lead technical analysts and I went through...
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Relationship
Epic assigns us a BFF as our primary contact, so when the “!#$%&” hits the fan, I have a person I...
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