Cheers/CRM Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
Commentary Summary
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User Commentary
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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Relationship, Product
Sometimes, Epic makes Cheers sound easier to use than it seems to the end user.
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Product
Epic has been great with us. We would go for Cheers again because of the integration. The system...
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Relationship, Product
Epic is innovative and is always trying to make their product better. We like the back-and-forth...
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Product
The nice thing about Epic's CRM system is that it packages what already exists in another Epic...
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Loyalty, Product
One of our biggest problems is our document management system interface, and Epic is working on the...
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Loyalty, Product
There are a lot of workflows on my wish list for Epic's system. We have a lot of needs. We are...
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Product
We target customers with Cheers, and the solution is pretty easy for the patients to use. For...
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Product
The ease of use of Cheers depends on the campaign. For example, the ease of use for the end user may...
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Relationship
We have been on a little bit of the bleeding edge with Cheers, but Epic couldn’t tell us what a good...
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Relationship, Product
Since we implemented Cheers, we have seen some huge improvements in our customer relationship...
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Product
I would like to have easier access for the direct operations leaders to adjust scripting for patient...
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Product
In terms of the strengths of the product, the data integration of the call center workflow has been...
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Operations
The solution is really easy to use. I have no training issues, and folks get it pretty easily. It...
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Product
With internal and external options, the solution is configurable enough to the point that it can...
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Value
When we went live with Epic, we had an internal call center that was creating messages, so we needed...
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Relationship
There are always updates, and Epic is always trying to make the solution better. If there is any...
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Operations
My personal experience with the Cheers implementation for our organization was a very good one. We...
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Loyalty
We are very happy with the Cheers product and the Campaigns module. Campaigns provides an integrated...
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Product
There are opportunities for small enhancements to UI and reporting. Having a bit more transparency...
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Relationship
Phone and web support is a place where I feel Epic has taken a step back. The quality of the answers...
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Product
Even though I get mad at Epic, I love the outcomes. Despite all of my grumbles, I still think Epic's...
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Loyalty, Relationship
We have been live on the system for more years than I would like to count, and an Epic executive...
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Operations
Epic's implementation services are the gold standard.
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Loyalty, Relationship, Product
Epic meets our needs eventually. They are a few years behind where we need them to be, but they are...
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Relationship, Product
Epic tends to tell customers that everything they need is out on the user web and that customers...
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Loyalty, Product
We need Epic to speed things up with their new patient communication product. We know what the...
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Culture
On the marketing side, I would tell my peers to start with Epic because if they have Epic's tools...
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Relationship, Operations
Epic is stepping up. I can see that they are putting account people on. They changed how they are...
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Loyalty, Product
I come from a broader direct-to-consumer background, and Epic releases things that are very...
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Product
One thing that is really cool in Cheers is that we are able to include links in our text messages...
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Product
One piece of big feedback for Epic on development is that we can't customize the days of the week...
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Product
Out of all the colonoscopies done at the hospital in the past year, a good percentage of them were...
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Product
We want to learn more about how Cheers integrates with Epic Hello World because some of the Epic...
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Relationship
Epic’s developers are amazing and have been closely tied to us. They think some of the things we...
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Product, Value
Due to the sheer volume of patients we can engage with Cheers, regardless of the type of screening...
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Product
Cheers has two parts. One is campaigns, and it allows us to send MyChart messages to patients using...
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Operations, Product
The amount of development it would take to create something completely custom to do a wellness...
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Product, Value
If we want to have a list of patients who we just want to load, we don't necessarily have a specific...
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Product
In Epic, we use registries and registry metrics. Epic integrates SQL well. SQL is nice because we...
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Relationship, Product
Hospitals could never algorithmically query their own data and take action on that data by messaging...
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Product, Value
We use campaigns to do a wellness outreach. We have a whole bunch of value-based contracts. They are...
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Loyalty, Product
Epic iterates on their development. Some patients are not active on MyChart; typically, we get to...
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Culture, Value
I would 100% buy Cheers again. With Epic, we have released several campaigns. We haven't really been...
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Relationship, Product
Epic is really good about not promising things, and I appreciate that because I'm the one who has to...
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Loyalty
We are looking at using Cheers so that we can have a combined solution. We are leaning toward using...
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Relationship, Product
Cheers is a little clunky. We have had to help Epic work through the kinks and get to where Cheers...
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Operations
The main thing end users have to do is keep track of every request from the patients. If we do that,...
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Product
CRM is one part of the solution that we use a lot, and the Campaign tool in the solution is the...
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Product
There are pieces of the solution that can track when we communicate with patients. If the patient...
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Product
We require every one of the call center staff members to dock a case using the CRM for every phone...
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Loyalty, Relationship, Operations
Our internal development team is moving pretty fast, and sometimes we conflict with the Epic side...
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Relationship, Operations, Product
The solution gets upgraded two times a year along with the overall Epic system we have. I like the...
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Loyalty, Relationship, Product
Epic continues to try to enhance the products on the user interface side. I do see some improvements...
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Relationship
We are partnered up with Epic, and they provide a lot of support from their technical support team....
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Value
The product is very expensive compared to our previous EHR system, but I would definitely recommend...
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Culture, Value
From time to time we are caught by surprises when we try to request something from Epic. We are new...
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Product
One benefit we see with the product is that management has the ability to track productivity. They...
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Loyalty, Product
There is a tool called Campaign that I believe is part of the tools in Cheers. With Campaign, we can...
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Product
The solution is pretty structured with handling individual modules. Because the application itself...
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Loyalty, Product
There are certain pieces of the product that are pretty clunky, but Epic is addressing those. The...
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Loyalty
We wanted a campaigns module that we could use for reaching out with more of a targeted approach in...
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Value
Integration is where Epic shines. Also, Epic keeps the cost reasonable. When they were pushing for...
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Relationship, Operations, Product
Epic's recommendation is to develop a good governance structure to determine where we want to build...
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Loyalty, Product
We haven't rolled out enough of the product for it to develop outcomes, but I see the potential....
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Operations
With Cheers, our timeline did get a little extended because of some complexities, but Epic continued...
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Loyalty
The functionality of Cheers is very basic. We use Cheers within our customer service and self-pay...
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Relationship, Operations
The effectiveness of initial training is great. Our Epic IT team always prepares us, and we have...
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Loyalty
There have been multiple attempts to troubleshoot our current CRM issue, but we are having an...
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Product
Right now, Cheers/CRM has a lot of features. But because of how we work, if it were integrated or...
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Operations
Epic normally has training classes, but for our Cheers/CRM implementation, they had eLearning...
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Relationship, Product
In general, Epic is good at delivering new technology that meets our needs.
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Operations
We had a group from Epic assigned to us that we worked with for the overall implementation process,...
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Operations, Product
We did not have a CRM system before implementing Cheers/CRM. We don't necessarily have a central...
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Loyalty, Product
Cheers/CRM works as promoted and works for our purposes. We don't do anything super fancy with it,...
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Loyalty, Product
Cheers/CRM is a very helpful tool, and the base functionality is exactly what Epic said it was. Some...
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