TruCare Commentary
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
Relationship, Product
Zyter made some promises about the capabilities that TruCare could have but doesn’t. Zyter doesn’t...
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Product
The TruCare product seems to do just fine with overall product quality and upgrades. It is very...
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Culture, Loyalty, Operations
During the RFP, we had some very specific requirements. Zyter performed very well compared to a lot...
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Loyalty, Relationship, Operations
The vendor was acquired. They used to be Casenet. What we are finding with Zyter as a partner is...
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Operations
Zyter has performed well when it really gets down to the nuts and bolts of working on problems and...
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Relationship, Product
One struggle that we have had with Zyter is with their long-term care services. Their home and...
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Loyalty, Relationship
We went in a completely different direction from Zyter in terms of our interoperability. We like to...
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Loyalty, Relationship
Zyter has been going through the growing pains of merging and figuring out where TruCare goes, and...
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Relationship
I appreciate how Zyter has remapped some of their customer feedback groups. Those groups seem to be...
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Relationship
Zyter is open and amenable to our calls and attention. We have a good relationship with their...
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Relationship
I work with my contact at Zyter on a regular basis, but our communication isn't as frequent as it...
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Relationship
We are still running into issues with TruCare. There isn't anything major, but there are just little...
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Relationship
There was one Zyter individual who supported us for years, and they left the organization, but we...
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Relationship
Our Zyter technical support lead is really good, and they are consistently and proactively very...
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Relationship
For some of our vendor relationships, we have to do integration work through Zyter. Because of that,...
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Relationship, Product
For any of the third-party software that the vendor is using as part of TruCare, Zyter is not on the...
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Loyalty, Operations, Product
Zyter does a lot of hand-holding for implementations and upgrades. We have been stable with TruCare...
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Operations
I would like to see a little more documentation around the APIs that the vendor exposes with...
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Culture, Value
There were some new things that Zyter offered to us that didn't end up working out because when the...
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Product, Value
The authorization determination modules we use consistently in TruCare have made a fairly big...
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Value
For most of the things we need when it comes to upgrades or other software support, Zyter usually...
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Value
One of the things that could be improved from a value proposition standpoint is that when it comes...
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Loyalty
TruCare is not part of our long-term plans. I'm probably looking to make a decision in the next few...
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Loyalty, Product
Zyter’s technology performance has been behind the performance of other vendors. Zyter does not meet...
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Product
Zyter is still behind when it comes to third-party integration and security vulnerabilities. Across...
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Loyalty, Relationship
Zyter has been working to really improve their infrastructure. When Zyter took over TruCare from...
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Product
The current versions of TruCare’s APIs are really hard to integrate. When we look at the way Zyter...
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Product
Zyter does have AI, but we don't use anything from Zyter at this point. We use AI in certain...
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Relationship
We have been happy with Zyter’s support team. They have been extremely nice people who have done a...
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Loyalty, Product
I would tell someone considering TruCare that they should not corrupt the system. They should use it...
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Product
There is no reason for me to worry about anything when it comes to Zyter’s security. They have gone...
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Loyalty
We were acquired by another organization that uses another platform, so we will be migrating away...
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Product
TruCare is able to properly communicate with our claims system in terms of dropping the...
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Operations, Product
We would like Zyter to release the upgrade release notes in advance. The vendor releases the notes...
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Operations
We have to reach out to Zyter to engage in training, but they should have training sessions, like...
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Product
TruCare is not an overwhelming platform to the end user. It has the essential pieces, but it doesn't...
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Relationship, Product
Zyter does not keep their promises on timelines. Functionality isn't always delivered within the...
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Relationship
When the previous vendor was bought out by Zyter, there was a difficult time. They were...
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Loyalty
We are going through a merger, and the organization we are merging with is on another EHR and uses a...
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Product
Zyter told us that their reporting tool was going to be very powerful, and it hasn’t been. That has...
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Operations
Zyter hosts TruCare for us right now, and that has been the worst decision we have ever made. I wish...
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Operations
We are trying to integrate a new tool from another vendor with TruCare, and the training from Zyter...
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Relationship
Zyter’s support has not been the best. We usually figure things out on our own before going to them....
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Operations, Product
TruCare is very customizable. We can build any UDS that we want; there are a lot of business rules...
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Product
We had some struggles with our end users with the tasking components. Each line has multiple tasks...
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Relationship
The vendor has regular business meetings with us. They bring things forward and solicit our...
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Loyalty, Relationship, Product
Some of the pain points we have are just with the functionality of the software. We wish some things...
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Operations
Zyter is a great partner. With this product being a new implementation, Zyter was a business partner...
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Loyalty, Product
We haven’t done an upgrade in a while, so we are pretty stable at the moment. With the future...
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Loyalty
We are so used to TruCare now, but when we have questions, Zyter provides answers in a very timely...
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Product
The major functionality we would like to see changed to better meet our needs is the home and...
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Value
Zyter is pretty fair for what they end up charging. A lot of the stuff comes based on a license. The...
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Product
With Zyter, enhancements might be stagnant for a bit of time, like they might not be added to a...
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Loyalty, Product
With my background outside of the healthcare industry, APIs were really important. That was a really...
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Relationship, Operations, Product
Recently, we did a pretty massive upgrade of TruCare, and it was fairly seamless. If we think about...
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Loyalty, Product
Zyter supports our integration and interoperability needs by having APIs that we are able to use for...
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Loyalty
TruCare seems to meet every need that we have. I haven't really researched outside of Zyter's...
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Loyalty, Relationship
A year from now, we are looking at a massive CMS interoperability push. The product that Zyter is...
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Relationship, Product
Zyter keeps the majority of their promises. Some of the stuff has to change directions due to the...
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Relationship
We have a very good, professional relationship with the people that we work with through Zyter's...
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Loyalty, Product
Zyter is improving their security program and management of security risk. Zyter is changing the...
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Loyalty, Product
TruCare does everything. That is our expectation. I don't have the full picture since the clinical...
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Relationship, Product
Zyter has been so receptive and engaging. They have helped with the whole process of orienting us to...
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Product
From a security standpoint, I think there is enough security built into the system. That, in...
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Loyalty
We are not using AI capabilities yet, but those are going to be coming in the not-too-distant...
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Loyalty
From what I have seen, Zyter will definitely be able to help us integrate new lines of business as...
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Product
Using the system has been the first time that we have been able to get care management and...
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Product
The day-to-day integration piece and walking through what we need is going really well. We have had...
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Loyalty
The integration of this solution is definitely an improvement from what we had before. Overall, that...
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Loyalty, Relationship
We chose TruCare because it really met our needs from a business standpoint. We also liked working...
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Relationship
Zyter has been really thoughtful about the way that they are connecting with us. We had a lot of...
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Operations
Zyter has a whole team working on our integration of TruCare. We have a project manager and team...
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Product, Value
Right now, what is going well is that the TruCare system can provide us with the capability to...
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Relationship, Product
We work in a very demanding environment that is very well audited, and policies change frequently....
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Loyalty, Relationship
The Zyter team that has been managing the cases lately is pretty good. I’m looking forward to...
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Loyalty, Relationship
Lately, I have noticed that my relations with specific Zyter representatives have been happier. We...
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Relationship
In our first year with Zyter, things were different than they are today. Things have been improving...
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Relationship
Since we started with Zyter, I have been actively seeking them. I think they noticed that and...
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Product
TruCare requires many clicks. Additionally, I would love to be able to click on something in the...
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Product
I had a lot of issues with Zyter's correspondence program. We needed to generate letters, and...
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Operations
Zyter used a train-the-trainer approach, but we didn't want that approach. We wanted Zyter to...
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Product
TruCare is an interesting product. It has potential, but I don't think that the vendor has really...
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Product
When we initially started with the system, Zyter supported our integration. They had someone who we...
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Product
TruCare doesn't have unlimited parent and child questions. The configuration for those questions is...
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Relationship
Zyter's people were just rude. We would ask the person who was just with us for something, and they...
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Operations
Zyter overcharges when it comes to APIs, so we have actually taken that over. Even its reporting...
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Relationship
Zyter has not been easy to work with. Shortly after we signed a contract with Casenet, Zyter bought...
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Relationship, Operations
We know that our processes weren't as efficient as we would have liked them to be. We asked Zyter to...
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Product
I have no difficulty with the system's security because most of it is routed through our SSO. Our...
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Product
There are times when we have established deadlines that have been missed or when there has been...
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Relationship, Operations
Sometimes, as I observe conversations with our technical teams, it sounds like a lot more guidance...
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Operations, Product
I love the system's customization, but I would like to have an out-of-the-box, bare-bones version of...
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Operations, Product
TruCare is a very click-heavy system. We have to click on certain areas to make other areas pop up...
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Relationship, Operations
If someone were looking at TruCare, I would tell them that they would need to have a very close...
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Operations
We have a great partnership with TruCare. When we have done implementation work with Zyter, we have...
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Relationship, Product
TruCare doesn't meet all of our needs today because we haven't upgraded it. We are so far behind....
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Relationship, Value
To keep us as a client a few years ago, Zyter did not increase the price. Zyter worked with us in...
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Relationship
Zyter is great at follow-up. I love the portal and my client manager at Zyter. I have had a great...
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Operations
Zyter does not fulfill the implementation of timely resolutions for defects within the promised time...
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Product
TruCare is sequentially logical. People can understand how the notes and tasks come together and how...
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Product
Our users would like to have more freedom with TruCare. If there is something client specific, our...
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Product
A lot of the things that Zyter is delivering now are things we requested years ago. Our users now...
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Relationship, Product
Zyter works on our system enhancements and helps us with supporting the different programs that we...
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Relationship
Zyter is available for web and phone support, but we spend a lot of time trying to catch up with...
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Relationship
In terms of things Zyter could improve, I would recommend they work on all of our enhancement...
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Operations, Product
We had too many issues with our last integration, and we have only had successful integrations when...
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Operations
A strength of TruCare is it has all of our case information in one spot. I like that it offers the...
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Loyalty
In 12 months, my overall satisfaction with TruCare will probably be slightly lower than today...
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Product, Value
I would probably not buy TruCare again because of the amount of customization we have to do for it....
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Value
Zyter does not avoid charging for every little thing. There is a charge for any custom reports we...
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Relationship, Product
Zyter has made changes that we have been required to support, but I can't say that those have been...
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Loyalty, Product
On the TruCare side, there are opportunities to learn more capabilities out of the box. I want to...
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Relationship
With TruCare, Zyter has put in the cadence with the right people to meet with our business...
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Loyalty, Relationship
TruCare has been able to make changes in the architecture to meet our increased transaction loads....
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Relationship
There has been a lot of turnover at Zyter, and sometimes the folks we are dealing with really don't...
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Operations
Zyter should focus on product quality with the implementation and making dates and not having...
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Loyalty, Relationship, Product
We have had a backlog of enhancements for years, and Zyter has pretty much stopped working on those...
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Product
Zyter has some APIs that have allowed us to do some rudimentary integrations with provider partners,...
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Relationship, Operations
We don't have much training from Zyter, but when we need help with something, they are on top of it....
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Culture
We have a good long-term contract with Zyter, and we don’t pay a lot for TruCare.
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Relationship, Product
The weakness of Zyter is that they haven’t necessarily stayed in tune with what is coming down in...
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Relationship, Product
It seems like Zyter is trying to make their product work for both providers and payers, so their...
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Operations
Zyter’s training has suffered a bit recently. They used to have a robust training team and program,...
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Relationship, Product
In terms of integration, Zyter has APIs built out, so their API offering is good. They do have a lot...
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Relationship, Product
When Zyter releases upgrades, they try to list any potential bugs and things that they have found,...
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Product
In terms of the user's workflow, some functionality could be improved upon in terms of how tasks...
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Loyalty, Value
We don't necessarily need to go to Zyter every time we need something done where they have to do a...
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Loyalty, Product
In the interoperability world, TruCare seems to be behind other payer solutions. Zyter seems a...
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Relationship
TruCare has been really good over the years, but since Zyter acquired the original vendor a few...
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Relationship
When we run into problems with upgrades, Zyter is quick to address those, so they do still have...
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Product
Our teams can get their workflows done with TruCare. The workflow is intuitive for end users. The...
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Value
In TruCare, we came upon a possible security risk that we couldn't have addressed. Zyter’s solution...
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Loyalty, Product
I want Zyter to focus on their home and community services request area. We want it to really have...
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Operations
Someone considering TruCare should make sure they have appropriate time planned to implement it....
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Loyalty, Product
We had some growing pains when we switched to TruCare, but they were more on our end. The positive...
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Relationship
We are one of the smaller clients for Zyter, and our organization is a different type than they...
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Relationship
With the changeover from Casenet to Zyter, the vendor is still experiencing some growing pains. They...
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Product
One area of improvement for Zyter would be in integration, like if a health plan is asking to have...
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Loyalty
There is an upcoming upgrade for TruCare, and that will be beneficial. I'm not sure it is going to...
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Loyalty
We are going to replace TruCare with another solution because TruCare doesn’t fit into our company vision....
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Product
One thing that is going well with TruCare is that it is a very stable environment. Also, we have...
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Relationship, Operations
We have received excellent service from both the implementation and the training teams with regard...
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Relationship
I can't say enough about the responsiveness of the Zyter team that we work with and our ability to...
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Operations
Zyter has opportunities in project management and in the organization of the implementation. We have...
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Product
With some of the features and capabilities of TruCare that we have implemented so far, our end users...
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