Customer Relationship Management/Call Management Comments

 

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Current Time Inside Cache Tag Helper: 9/22/2020 6:33:48 PM and Model.EvProductId = 82755

Commentary Summary

Positive
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Neither
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Negative
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User Commentary

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VP/Other Executive

Interfacing and Integration

The vendor's integration is actually their greatest strength.

Feb 2020
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VP/Other Executive

Other Observations & Comments

A lot of the things that we get excited about aren’t really new. MyChart is a big part of the...

Feb 2020
 Helpful

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CIO

Implementation and Training

Epic has a very consistent approach for implementation services and upgrades.

Jan 2020
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CIO

Service and Support

Epic has a consulting arm called Boost Services. Instead of paying for a consultant outside of Epic,...

Jan 2020
 Helpful

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CIO

Relationship

I have scheduled calls with some of the executives, but it would be good for the executives to be a...

Jan 2020
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Director

Interfacing and Integration

The system isn't part of our long-term plans. We will probably be using something else that...

Jan 2020
 Helpful

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Director

Functionality and Upgrades

The vendor is really focused on trying to make the product better, but they lack an understanding of...

Jan 2020
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Director

Functionality and Upgrades

Some areas are pretty straightforward, such as the claims features. But there are real gaps in other...

Jan 2020
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Director

ROI / Cost (care and feeding)

Compared to some of the other vendors' products, Epic's product is reasonably priced. We have some...

Jan 2020
 Helpful

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Director

Other Observations & Comments

My recommendation to others looking at the solution would depend on their needs. If they are a...

Jan 2020
 Helpful

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Director

Future Outlook

We will still be using the product for some of our business. I think that my overall satisfaction...

Jan 2020
 Helpful

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Director

Service and Support

The biggest area of concern for us is that Epic doesn't have staff members who have experience. A...

Jan 2020
 Helpful

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Director

Functionality and Upgrades

The solution gives us a good end-to-end workflow. We are just now beginning to understand the...

Jan 2020
 Helpful

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Director

Implementation and Training

Before we had Epic's system, our folks had to complete their work by using multiple systems. The...

Jan 2020
 Helpful

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Director

Other Observations & Comments

We gained efficiencies with the solution that we didn’t have with our previous operating system. We...

Jan 2020
 Helpful

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Director

Functionality and Upgrades

The CRM tool is lacking in many areas compared to other CRM tools, and that is a sacrifice we are...

Jan 2020
 Helpful

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Director

Other Observations & Comments

The vendor was pretty swift to help us correct any issues for our go-live. The work queues that we...

Jan 2020
 Helpful

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Director

Service and Support

The vendor was pretty great. They came on-site, and there was a lot of preparation in terms of risk...

Jan 2020
 Helpful

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Director

Functionality and Upgrades

I don’t really know a lot about everything behind the scenes, but from a functionality perspective,...

Jan 2020
 Helpful

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CIO

Interfacing and Integration

In the sales process for Epic's CRM tool, Epic promised the complete integration of data. We don't...

Dec 2019
 Helpful

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CIO

Other Observations & Comments

Epic's CRM tool is a little bit behind what the other major CRM applications can do from the...

Dec 2019
 Helpful

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CIO

Service and Support

I have dealt with vendors that don't have a high level of customer service or just treat us like...

Dec 2019
 Helpful

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CIO

ROI / Cost (care and feeding)

By implementing Epic's CRM tool, I have the claims, care management, and health-plan operations all...

Dec 2019
 Helpful

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CIO

Service and Support

We like Epic’s product. It is a great product for the one patient, one record experience. The...

Nov 2019
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CIO

Service and Support

The resources that the vendor has sometimes have to learn on the job, so that can be frustrating....

Nov 2019
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CIO

Service and Support

The vendor has a good team, and they train their people well, but their lack of experience is...

Nov 2019
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CIO

Other Observations & Comments

The Epic system has its own secure messaging scenario, and the advantage of that is that the system...

Nov 2019
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Manager

Functionality and Upgrades

One of the things that we have done more with is the templates. The templates give us the ability to...

Nov 2019
 Helpful

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Manager

Service and Support

For part of the organization at Epic, there are silos within the organization. Depending on what...

Nov 2019
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VP/Other Executive

Technology

The system isn't as much a true customer relationship management tool in comparison with other CRM...

Nov 2019
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VP/Other Executive

Functionality and Upgrades

Epic needs to continue to develop the ease of getting prospective patient information. That is a...

Nov 2019
 Helpful

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VP/Other Executive

Future Outlook

The tool works as the vendor promoted it. Knowing what I know today, I predict that our overall...

Nov 2019
 Helpful

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VP/Other Executive

Other Observations & Comments

We have some features that are unique to us. Epic is working on their strategy in the CRM space. We...

Nov 2019
 Helpful

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VP/Other Executive

Implementation and Training

The implementation and training with the system have been fine, but some of Epic's other apps have...

Nov 2019
 Helpful

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Director

Functionality and Upgrades

Epic's system seems to be working well for the groups using it. The system is meeting our unique...

Nov 2019
 Helpful

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Director

ROI / Cost (care and feeding)

Epic's system is pretty expensive, but they 100% avoid nickel-and-diming us, and their support is...

Nov 2019
 Helpful

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CIO

Functionality and Upgrades

Epic worked on their CRM functionality for a long time. Depending on the type of call, there is a...

Oct 2019
 Helpful

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VP/Other Executive

Functionality and Upgrades

The software is very clean and bug free. The quality is excellent, and we have very few issues with...

Aug 2019
 Helpful

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VP/Other Executive

Interfacing and Integration

The biggest problem we have with Epic is their ability and willingness to work with other vendors...

Dec 2018
 Helpful

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VP/Other Executive

Future Outlook

We log every call request that comes into the clinic. Because we don't have total integration, we...

Dec 2018
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VP/Other Executive

Other Observations & Comments

I am disappointed that we do not use the tool more. It is a powerful tool, but I don't think the...

Apr 2018
 Helpful

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VP/Other Executive

Functionality and Upgrades

The tool doesn't fit nicely in the workflows that we have tried to use it for. We are in the process...

Apr 2018
 Helpful

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VP/Other Executive

Functionality and Upgrades

We use the tool in nurse triage, and it works extraordinarily well. It is an awesome tool. We are...

Apr 2018
 Helpful

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VP/Other Executive

Other Observations & Comments

I was really hoping to use the tool with patient experience and tracking incoming patient feedback....

Apr 2018
 Helpful

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CIO

Interfacing and Integration

Epic does what they say they will do, and they do it well. Customer Relationship Management/Call...

Mar 2018
 Helpful

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CIO

Functionality and Upgrades

We use Customer Relationship Management/Call Management within the clinical aspects, our call...

Mar 2018
 Helpful

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CIO

Other Observations & Comments

Customer Relationship Management/Call Management is great, but it still isn't an enterprise customer...

Mar 2018
 Helpful

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CIO

Other Observations & Comments

Customer Relationship Management/Call Management doesn't cover all of the areas that an enterprise...

Mar 2018
 Helpful

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Director

Service and Support

Epic's system is working very well for the department that is using it now. Whenever we have an...

Mar 2018
 Helpful

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VP/Other Executive

Interfacing and Integration

Epic just doesn't really do much in integration. Like all the other HIT vendors, Epic is not super...

Feb 2018
 Helpful

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Director

Functionality and Upgrades

Epic's tool really can't compare to tools from Evariant or Salesforce. I don’t feel like the Epic...

Jan 2018
 Helpful

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Director

Other Observations & Comments

We use Customer Relationship Management/Call Management in a very limited fashion for some...

Jan 2018
 Helpful

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Director

Interfacing and Integration

We are not interfacing Customer Relationship Management/Call Management with anything other than the...

Jan 2018
 Helpful

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Director

Other Observations & Comments

We have found Customer Relationship Management/Call Management to be so limiting because we are...

Jan 2018
 Helpful

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VP/Other Executive

Functionality and Upgrades

Epic is helpful. We have a great relationship with them, and they provide good service. Their system...

Jan 2018
 Helpful

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VP/Other Executive

Future Outlook

We don't use the Epic system much in its current state. We haven't done anything to it, so it is...

Jan 2018
 Helpful

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Director

Other Observations & Comments

We are starting to use our Epic system to a greater extent. We are working on a big project right...

Oct 2017
 Helpful

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Manager

Functionality and Upgrades

In general, Epic has quite a ways to go with their CRM system. The system performs basic functions,...

Oct 2017
 Helpful

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Manager

Service and Support

I have nothing but good things to say about Epic's support for the Epic CRM system. Epic's support...

Oct 2017
 Helpful

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