Cheers/CRM Commentary
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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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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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Director

Loyalty, Product

The product's future with us is admittedly a little murky. The reality is that we will probably...

Oct 2023
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Director

Product

Cheers is fairly straightforward for our patient access services staff who use it. The basics are...

Oct 2023
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Director

Relationship

Epic pushes us to be better. We ultimately try to drive as much as we can. We don't always want our...

Oct 2023
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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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