Cheers/CRM Commentary
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Subject Expert
Adam Cherrington
Vice President Digital Health
Commentary Summary
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User Commentary
Relationship, Product
I have no issues at all with Cheers. It works well when integrated completely with our platform. The...
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Loyalty, Product
The biggest improvement for the system would be with its really basic communication. Our marketing...
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Relationship
We are using the system to close gaps in care, and we can communicate really well with targeted...
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Operations, Product
Cheers is a newer product, so it is a little more on the bleeding edge; we got a little more blood...
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Product
With Cheers, everything went really well, but we do have to validate the metrics that don't look...
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Product, Value
Something I like about Cheers is that we can set up routine CRM tasks. We can immediately route...
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Product
With Cheers, we can work through our texting vendor and say that we want to reach out to this group...
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Product
With Cheers, in order to not send a CRM message, the message has to be converted to a refill request...
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Loyalty, Product
Cheers is a relatively new module. We have actually started to migrate a lot of our data to this new...
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Loyalty, Relationship, Product
Cheers follows suit in terms of current builds within Epic, but there is nothing specific that makes...
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Product
The product is very friendly and easy for end users to use, and that is the most important part. It...
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Loyalty, Relationship, Product
Epic is working on more integrations into Cheers. I think they just have to get over a few hurdles...
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Relationship
Epic has a strong relationship-building group, and they really know how to relate to their end-user...
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Relationship
We have been successful with Epic. They have been a great partner working with us and learning from...
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Relationship, Product
Epic has a great release schedule. They have done a lot of new development for us. Sometimes it is...
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Value
Epic avoids charging for every little thing, for the most part. Every once in a while, there are a...
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Relationship, Product
When it comes to integration for payments over the phone and online, we have had some challenges...
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Loyalty, Product
The product's future with us is admittedly a little murky. The reality is that we will probably...
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Product
Cheers is fairly straightforward for our patient access services staff who use it. The basics are...
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Relationship
Epic pushes us to be better. We ultimately try to drive as much as we can. We don't always want our...
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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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