Upfront Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
Commentary Summary
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User Commentary
Loyalty, Relationship, Value
The Upfront team is very supportive. Nothing is too much for them to help us with. They are very...
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Operations
The implementation of the product has forced us to change our operations to be more patient...
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Operations
Upfront can do an awful lot, and when we started, we had grand plans of using them for an awful lot....
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Loyalty, Value
Using Upfront, we have generated hundreds of thousands of dollars of contribution margin because of...
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Culture, Relationship
There was a period of time when the product wasn't working, but nobody knew. We started to question...
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Value
We do things with different vendors, and we are getting charged by Upfront for text messaging...
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Loyalty, Relationship
Upfront really does have the client's best interest at heart, and they are responsive in that sense....
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Culture
Upfront said that they could do multiple phone numbers for one person, but then it seemed like they...
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Product
I'm not sure that I could quantify specific outcomes from Upfront. When we first started, we did...
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Loyalty, Product
When we started with the company, it was called PatientBond. The feature that I was most excited...
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Loyalty, Relationship
Upfront puts the time in to make up for problems. Whenever I escalate an issue, Upfront gets...
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Value
I don't know what the outcomes with Upfront are. But I don't know that Upfront's outcomes would be...
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Operations
In terms of recent upgrades, I was satisfied with the implementation of a bunch of new campaigns...
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Relationship
I would not buy the product again. We are having some challenges with the product right now. The...
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Product
Upfront’s group-texting product lacks features to prevent nuisance texting, and it doesn’t...
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Product
When somebody logs in to Upfront’s two-way texting interface, they immediately see all of the open...
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Culture, Relationship, Value
Upfront continues to give us special treatment in the sense that when they administer their annual...
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Product
We would like to use Upfront for ongoing patient communications and appointment reminders. Right...
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Product
We have worked with Upfront for a long time, and there are a couple of things that we love about...
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Relationship, Product
The integration challenges that we have had with Upfront have improved because of their ability to...
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Relationship
Our Upfront account lead is amazing. They are hands-on, helpful, and responsive. They blend...
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Culture, Relationship
Upfront was just purchased. We had a brief call with them, and we know we will have an in-person...
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Relationship
Using Upfront’s tool is about staying in touch with our customers and making sure we are providing...
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Relationship
Most of the last several months have been us just getting up to speed on what we are doing with...
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Relationship
In my brief time working with Upfront, they have been a good partner and responsive to some of the...
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Culture, Loyalty
I can't say whether Upfront is part of our long-term plans because honestly, the marketing world is...
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Loyalty, Product
To date, I would say I haven't seen any situations where we have run into interoperability or...
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Product
We obviously primarily use Upfront for emails and text messages. The vendor does have some other...
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Culture, Relationship
As a vendor in general, Upfront is extremely collaborative, patient focused, and relationship...
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Operations
Out the gate, Upfront’s training has been good. But we have found little misses or things that we or...
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Product, Value
Care-gap closure has been a key initiative. We have seen a nice positive impact there. We also...
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Relationship
One of the things I appreciate about Upfront is that they are very reactive and not in a negative...
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Product, Value
For the most part, Upfront has been a good addition. I like the fact that we are using technology to...
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Relationship, Product
There have been some technical difficulties with Upfront. We have had some messages go out to...
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Product, Value
We have had a reduction in surgical cancellations, and we have seen good involvement with Upfront....
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Culture, Product
There are still some reporting capabilities in Upfront that we do not have. We have been trying to...
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Relationship
The person I work with a lot from Upfront is wonderful and really responsive. I am just able to...
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Relationship
Upfront is very communicative with upgrades. They list everything ahead of time so that we know what...
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Product, Value
I use the product for a very small portion of our work, but I am overall happy with the product.
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Relationship, Value
The first positive with Upfront was they introduced us to a lot of access to data and tooling that...
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Culture
Upfront is a reactive partner that implements things poorly, does not respond proactively, and has...
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Relationship
Prior to the engagement with Upfront when the vendor was PatientBond, they were an active partner....
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Loyalty, Relationship
We are moving some things to another vendor. That is probably less about Upfront and more about how...
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Loyalty, Relationship
Upfront is really good at creating solutions for problems we have or helping us with goals we want...
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Relationship, Operations, Product
We have had some delays because we are not completely clear on how to integrate Upfront into our...
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Loyalty, Product
Upfront is very easy to use. The ease of use for the patient is really so nice. There are also a...
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Relationship
We haven't had a lot of experience with Upfront’s support because we are so new, and our programs...
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Operations
The actual implementation was much more difficult than we had anticipated, especially around some of...
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Operations
The go-live process that we went through with Upfront was very helpful, but we haven't seen any...
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Product
Upfront's system gives all our providers a single source of segmentation to go through so that...
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Value
In general, the investment in Upfront's system has been worth it. Because we are not trying to walk...
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Relationship
Upfront needs to improve their content assistance tools. They have tools for text understanding and...
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Culture, Relationship
We work with Upfront very often, and they make me feel like no one is above stepping in to help us...
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Product
There are some AI tools that Upfront has integrated into the Insights Accelerator tool that, to my...
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Operations
The initial training from Upfront was good, but there haven’t been any additional trainings,...
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Relationship, Operations, Product
The ease of use of Upfront has been figuring out how to deliver the data to Upfront in a way that...
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Culture
If I were to buy Upfront again, I would negotiate a lower price. But we didn't do much with the...
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Value
There are integrations available with Upfront that we are not investing in because we are...
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Relationship
Upfront's executives are so responsive to emails that I have never had to use any of that support....
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Relationship
With the Upfront executive insights, it is difficult to draw a straight line to the outcome given...
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Relationship, Value
Upfront's product is a great single solution for this type of need within an organization. I would...
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Loyalty
We did a full market assessment but decided to stay with Upfront at this time because we didn’t have...
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Relationship
I don't know how well we fit into the vendor's current model. In other words, we may be a square peg...
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Relationship
We have had disconnects on timing and disconnects on requirements. I have had multiple conversations...
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Culture
Upfront needs to do a better job of consolidating their demos to be exactly for the use case or what...
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Product, Value
Upfront is a digital platform. We use it now by working with the vendor to send a patient a text...
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Product
The piece for care coordination and patient lifestyle changes is all based on a patient's readiness...
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Relationship
Upfront was actually a great help to us during the COVID-19 pandemic. When that first happened, we...
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Product
The only bummer to Upfront is that the platform for assigning patients is still within the vendor's...
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Product
We still are trying to look through some of the vendor's clinical care plans to have our physicians...
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Product
We are still using Upfront in the same way. Nothing has changed. Our team actually prefers Upfront...
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Product
We actually created a cascade of patient communication. We go to email. Upfront helps us with the...
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Operations
Upfront is a pretty straightforward solution for patients to use. We are getting really good...
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Relationship
The one time we tried reaching Upfront by phone it was a nightmare. Most of the support we get from...
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Loyalty, Value
We don't have any intentions to discontinue working with Upfront at this time. The solution has been...
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Product, Value
We are a high performer now that we use Upfront. Our questions meet our objectives. We have seen...
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Product
Upfront doesn't offer the capability for a direct interface, so it is more along the lines of a...
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Relationship
I want Upfront to be more proactive in identifying issues so we don't have to reach out to them to...
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Product
There is room for improvement with the product quality, but the system is very good. Upfront could...
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Loyalty, Product
There is so much technology out there. There are opportunities for other systems that are similar to...
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Product
I really do like working with Upfront, but we are very locked down. We have a very conservative...
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Relationship
Upfront has too many people commenting and helping with upgrades, so the communication gets a little...
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Relationship
I would tell someone looking at Upfront to check with their IT team. The clinical teams are probably...
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Culture
My dissatisfaction with Upfront is the fact that we just don't integrate and that they have grown a...
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Operations
With Upfront, the training isn't training. Upfront launches things, and we look at how they work and...
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Culture, Relationship
Upfront is keeping their promises, but they are growing, and there are some pain points with account...
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Culture, Value
Upfront merged with another company a couple of years ago, and they have a whole tool called...
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Relationship
Upfront continuously updates their product. They always come up with really great ways to improve...
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Culture, Relationship
Upfront has redesigned their text messages. They took everything we wanted and came to us with a...
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Relationship
Upfront has amazing customer service, and they are always willing to work with us to make the...
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Relationship
We are in regular communication with Upfront's leadership, and they are always talking about what is...
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Relationship, Product
Upfront has a very sophisticated patient engagement platform that is super flexible and customizable...
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Culture
Everything that Upfront promised in their portal is present, but no one wants to log in to the...
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