Customer Relationship Management/Call Management
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Subject Expert
Adam Cherrington
Research Director
Commentary Summary
User Commentary
As an organization, we tend to not want to use all of the features, but we have received our money's...
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Epic is usually good with their support. We use some of the web interfaces to communicate with our...
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People should be prepared for a bumpy ride. People have to do a lot with what they get out of the...
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The system is definitely part of our long-term plans. We are putting a lot of development effort...
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Any interactions that I have had with Epic have always been good. I haven’t been to any of their...
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The system is pretty user friendly. We have been able to do some customization for some of our...
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From a call center perspective, the system should do a bit more interfacing with the telephony...
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Epic has a lot of online resources. We have great tip sheets, but we pieced them together ourselves....
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We have been able to integrate with pretty much every workflow, software, and situation. We created...
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We don't really see big, new things in the CRM tool. We might see some format changes and little...
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Everybody goes into the Epic online community to learn from each other, and that is the great thing...
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There aren't a lot of layers to Epic. They are a flat organization. We have a BFF, which is like an...
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Before we had the CRM tool, we could get a call from someone who got cut off with a call from a...
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Epic certainly doesn't nickel-and-dime us or charge us when we identify problems. If we identify...
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We love the system, and we want to get where the solution tracks first-call resolution, the...
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Epic provides extremely good support. Our technical support person asks us what we need on a regular...
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This system is part of our long-term plans, although the hospital wants us to look at another system...
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Even though Epic's system is expensive, I have a really positive feeling about it. With the modules,...
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The CRM tool doesn't have a ton of functionality behind it. We use the system at a really high...
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I would ask for more training from the Epic staff. The training was pretty much out of the box and...
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Overall, the product is working well. There has been some slower-than-expected adoption in our...
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The system has been good. It is similar to other newer Epic products where it feels too new, and...
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The biggest area that Epic’s support struggles with tends to be the larger integrated areas that can...
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We have a specialized department where the staff had been using telephone encounters, which went...
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Epic has a model where they don't provide outright training. They have other resources like Galaxy,...
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Epic has a very robust, well-maintained, up-to-date system with many choices for whatever we want to...
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Sometimes, getting data out of the system can be a struggle for staff members who are not analysts....
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A lot of robust systems have a query tool, so it should be easier to use the database to get data or...
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Epic nickel-and-dimes us. When we started our call center, we needed to get the protocols, which...
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Epic's system is now used just to pass messages based on the current level of functionality of the...
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What is best about Epic is the integration of the modules on one platform. The CRM system is...
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I was kind of frustrated with the product because I wasn’t told by Epic that they didn’t have the...
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We couldn’t track trends or anything before, so the system has worked for that. There are still some...
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We, of course, have a new charge for this module, but the vendor doesn’t charge us for every little...
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We didn’t really get any training or information from Epic. We had to do it all ourselves and figure...
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The vendor just didn’t do enough up front to tell us how the system worked and how to use it. We had...
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The reports on the system aren’t great. I have to build reports out of my data warehouse now because...
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The system is easy to use. At first, our staff felt like things were going to take so much time to...
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This solution doesn't get a dedicated TS team. Instead, we piggyback off of our ambulatory TS team....
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There is a lot that we can do with the system. We are not using it to its full potential. The system...
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Our initial implementation was a little rocky. Every organization has specific needs. The things...
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The solution is a bit of an on-the-side module. I don't think that it has many resources. There were...
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If I were speaking to people who were considering this solution, I would definitely bring up some of...
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Other entities we partnered with already used Epic's solutions, so Epic's CRM solution was something...
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In the future, I am looking to implement more from Epic, and that would then eliminate other systems...
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Epic is one vendor that will actually meet with customers on a consistent basis to help them...
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Epic's CRM solution is very much a closed system. Epic has the App Orchard, but in essence, other...
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Once the nurse flips a call to a telephone encounter, it becomes part of the formal chart just like...
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The system has definitely made us more efficient. If a parent or patient needs an appointment and...
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What I like about the CRM system is that we can talk to a patient five times without cluttering up...
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The vendor has quick CRM encounters, and we can build them out for frequent types of encounters that...
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Epic could come up with tracking features. In a schedule, there are anywhere between 65 and 110...
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We do not document every single call with the CRM product because that requires more clicks than we...
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We were looking for a CRM solution for scheduling communications with the divisions and departments...
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We asked one of our senior analysts whether Epic had a CRM module, and they said no. We found out...
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The system works really well for scheduling and administrative staff members who talk to the parent...
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We are putting in what type of caller someone is and what their name is; the system automatically...
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One of our implementation specialists missed meetings and failed to lead discussions. They lacked...
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The vendor has a general training class, but they don't have a training class specifically for CRM....
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The solution isn't very easy to use. I have seen some CRM systems out there that are a little more...
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We have had several development requests that haven't gained any traction. We haven't seen the...
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Epic should enhance their support for this system. We would like them to create training courses for...
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One of our implementation specialists was great. They were really open, and they listened to exactly...
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The solution is a lighter-weight module, but it is a newer module than others that have been there...
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The system’s ease of use is a little challenging for some of our folks. Sometimes it is a bit harder...
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In summary, Epic has been fantastic. When we customized the system at first, they charged us out the...
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