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Adam Cherrington
VP of Engagement
KLAS VP of Engagement - Adam Cherrington
 
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Featured  Report

Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities
July 2023
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User Commentary

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VP/Other Executive

Culture, Relationship

There was a period of time when the product wasn't working, but nobody knew. We started to question...

May 2025
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VP/Other Executive

Value

We do things with different vendors, and we are getting charged by Upfront for text messaging...

May 2025
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VP/Other Executive

Loyalty, Relationship

Upfront really does have the client's best interest at heart, and they are responsive in that sense....

May 2025
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Director

Culture

Upfront said that they could do multiple phone numbers for one person, but then it seemed like they...

May 2025
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Director

Product

I'm not sure that I could quantify specific outcomes from Upfront. When we first started, we did...

May 2025
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Director

Loyalty, Product

When we started with the company, it was called PatientBond. The feature that I was most excited...

May 2025
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Director

Loyalty, Relationship

Upfront puts the time in to make up for problems. Whenever I escalate an issue, Upfront gets...

May 2025
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Director

Value

I don't know what the outcomes with Upfront are. But I don't know that Upfront's outcomes would be...

May 2025
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Director

Operations

In terms of recent upgrades, I was satisfied with the implementation of a bunch of new campaigns...

May 2025
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Director

Relationship

I would not buy the product again. We are having some challenges with the product right now. The...

May 2025
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Director

Product

Upfront’s group-texting product lacks features to prevent nuisance texting, and it doesn’t...

May 2025
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Director

Product

When somebody logs in to Upfront’s two-way texting interface, they immediately see all of the open...

May 2025
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VP/Other Executive

Culture, Relationship, Value

Upfront continues to give us special treatment in the sense that when they administer their annual...

Mar 2025
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VP/Other Executive

Product

We would like to use Upfront for ongoing patient communications and appointment reminders. Right...

Mar 2025
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VP/Other Executive

Product

We have worked with Upfront for a long time, and there are a couple of things that we love about...

Mar 2025
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VP/Other Executive

Relationship, Product

The integration challenges that we have had with Upfront have improved because of their ability to...

Mar 2025
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VP/Other Executive

Relationship

Our Upfront account lead is amazing. They are hands-on, helpful, and responsive. They blend...

Mar 2025
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VP/Other Executive

Culture, Relationship

Upfront was just purchased. We had a brief call with them, and we know we will have an in-person...

Mar 2025
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VP/Other Executive

Relationship

Using Upfront’s tool is about staying in touch with our customers and making sure we are providing...

Jan 2025
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VP/Other Executive

Relationship

Most of the last several months have been us just getting up to speed on what we are doing with...

Jan 2025
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VP/Other Executive

Relationship

In my brief time working with Upfront, they have been a good partner and responsive to some of the...

Jan 2025
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VP/Other Executive

Culture, Loyalty

I can't say whether Upfront is part of our long-term plans because honestly, the marketing world is...

Jan 2025
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VP/Other Executive

Loyalty, Product

To date, I would say I haven't seen any situations where we have run into interoperability or...

Jan 2025
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VP/Other Executive

Product

We obviously primarily use Upfront for emails and text messages. The vendor does have some other...

Jan 2025
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COO

Culture, Relationship

As a vendor in general, Upfront is extremely collaborative, patient focused, and relationship...

Jan 2025
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COO

Operations

Out the gate, Upfront’s training has been good. But we have found little misses or things that we or...

Jan 2025
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COO

Product, Value

Care-gap closure has been a key initiative. We have seen a nice positive impact there. We also...

Jan 2025
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COO

Relationship

One of the things I appreciate about Upfront is that they are very reactive and not in a negative...

Jan 2025
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Director

Product, Value

For the most part, Upfront has been a good addition. I like the fact that we are using technology to...

Dec 2024
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Director

Relationship, Product

There have been some technical difficulties with Upfront. We have had some messages go out to...

Dec 2024
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Director

Product, Value

We have had a reduction in surgical cancellations, and we have seen good involvement with Upfront....

Dec 2024
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Director

Culture, Product

There are still some reporting capabilities in Upfront that we do not have. We have been trying to...

Dec 2024
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Director

Relationship

The person I work with a lot from Upfront is wonderful and really responsive. I am just able to...

Dec 2024
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Analyst/Coordinator

Relationship

Upfront is very communicative with upgrades. They list everything ahead of time so that we know what...

Dec 2024
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Director

Product, Value

I use the product for a very small portion of our work, but I am overall happy with the product.

Dec 2024
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Director

Relationship, Value

The first positive with Upfront was they introduced us to a lot of access to data and tooling that...

Nov 2024
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Director

Culture

Upfront is a reactive partner that implements things poorly, does not respond proactively, and has...

Nov 2024
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Director

Relationship

Prior to the engagement with Upfront when the vendor was PatientBond, they were an active partner....

Nov 2024
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Director

Loyalty, Relationship

We are moving some things to another vendor. That is probably less about Upfront and more about how...

Nov 2024
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Director

Loyalty, Relationship

Upfront is really good at creating solutions for problems we have or helping us with goals we want...

Nov 2024
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Director

Relationship, Operations, Product

We have had some delays because we are not completely clear on how to integrate Upfront into our...

Nov 2024
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Director

Loyalty, Product

Upfront is very easy to use. The ease of use for the patient is really so nice. There are also a...

Nov 2024
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Director

Relationship

We haven't had a lot of experience with Upfront’s support because we are so new, and our programs...

Nov 2024
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Director

Operations

The actual implementation was much more difficult than we had anticipated, especially around some of...

Nov 2024
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Director

Operations

The go-live process that we went through with Upfront was very helpful, but we haven't seen any...

Nov 2024
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Director

Product

Upfront's system gives all our providers a single source of segmentation to go through so that...

Nov 2024
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Director

Value

In general, the investment in Upfront's system has been worth it. Because we are not trying to walk...

Nov 2024
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Director

Relationship

Upfront needs to improve their content assistance tools. They have tools for text understanding and...

Nov 2024
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Director

Culture, Relationship

We work with Upfront very often, and they make me feel like no one is above stepping in to help us...

Nov 2024
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Director

Product

There are some AI tools that Upfront has integrated into the Insights Accelerator tool that, to my...

Nov 2024
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Director

Operations

The initial training from Upfront was good, but there haven’t been any additional trainings,...

Nov 2024
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Director

Relationship, Operations, Product

The ease of use of Upfront has been figuring out how to deliver the data to Upfront in a way that...

Oct 2024
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Director

Culture

If I were to buy Upfront again, I would negotiate a lower price. But we didn't do much with the...

Oct 2024
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Director

Value

There are integrations available with Upfront that we are not investing in because we are...

Oct 2024
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Director

Relationship

Upfront's executives are so responsive to emails that I have never had to use any of that support....

Oct 2024
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Director

Relationship

With the Upfront executive insights, it is difficult to draw a straight line to the outcome given...

Oct 2024
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Director

Relationship, Value

Upfront's product is a great single solution for this type of need within an organization. I would...

Oct 2024
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COO

Loyalty

We did a full market assessment but decided to stay with Upfront at this time because we didn’t have...

Oct 2024
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COO

Relationship

I don't know how well we fit into the vendor's current model. In other words, we may be a square peg...

Oct 2024
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COO

Relationship

We have had disconnects on timing and disconnects on requirements. I have had multiple conversations...

Oct 2024
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VP/Other Executive

Culture

Upfront needs to do a better job of consolidating their demos to be exactly for the use case or what...

Sep 2024
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VP/Other Executive

Product, Value

Upfront is a digital platform. We use it now by working with the vendor to send a patient a text...

Sep 2024
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VP/Other Executive

Product

The piece for care coordination and patient lifestyle changes is all based on a patient's readiness...

Sep 2024
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VP/Other Executive

Relationship

Upfront was actually a great help to us during the COVID-19 pandemic. When that first happened, we...

Sep 2024
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VP/Other Executive

Product

The only bummer to Upfront is that the platform for assigning patients is still within the vendor's...

Sep 2024
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VP/Other Executive

Product

We still are trying to look through some of the vendor's clinical care plans to have our physicians...

Sep 2024
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VP/Other Executive

Product

We are still using Upfront in the same way. Nothing has changed. Our team actually prefers Upfront...

Sep 2024
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VP/Other Executive

Product

We actually created a cascade of patient communication. We go to email. Upfront helps us with the...

Sep 2024
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Director

Operations

Upfront is a pretty straightforward solution for patients to use. We are getting really good...

Jul 2024
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Director

Relationship

The one time we tried reaching Upfront by phone it was a nightmare. Most of the support we get from...

Jul 2024
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Director

Loyalty, Value

We don't have any intentions to discontinue working with Upfront at this time. The solution has been...

Jul 2024
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Director

Product, Value

We are a high performer now that we use Upfront. Our questions meet our objectives. We have seen...

Jul 2024
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Director

Product

Upfront doesn't offer the capability for a direct interface, so it is more along the lines of a...

Jul 2024
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Director

Relationship

I want Upfront to be more proactive in identifying issues so we don't have to reach out to them to...

Jul 2024
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Director

Product

There is room for improvement with the product quality, but the system is very good. Upfront could...

Jul 2024
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Director

Loyalty, Product

There is so much technology out there. There are opportunities for other systems that are similar to...

Jul 2024
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VP/Other Executive

Product

I really do like working with Upfront, but we are very locked down. We have a very conservative...

Jul 2024
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VP/Other Executive

Relationship

Upfront has too many people commenting and helping with upgrades, so the communication gets a little...

Jul 2024
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VP/Other Executive

Relationship

I would tell someone looking at Upfront to check with their IT team. The clinical teams are probably...

Jul 2024
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VP/Other Executive

Culture

My dissatisfaction with Upfront is the fact that we just don't integrate and that they have grown a...

Jul 2024
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VP/Other Executive

Operations

With Upfront, the training isn't training. Upfront launches things, and we look at how they work and...

Jul 2024
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VP/Other Executive

Culture, Relationship

Upfront is keeping their promises, but they are growing, and there are some pain points with account...

Jul 2024
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VP/Other Executive

Culture, Value

Upfront merged with another company a couple of years ago, and they have a whole tool called...

Jul 2024
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Director

Relationship

Upfront continuously updates their product. They always come up with really great ways to improve...

Jul 2024
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Director

Culture, Relationship

Upfront has redesigned their text messages. They took everything we wanted and came to us with a...

Jul 2024
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Director

Relationship

Upfront has amazing customer service, and they are always willing to work with us to make the...

Jul 2024
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Director

Relationship

We are in regular communication with Upfront's leadership, and they are always talking about what is...

Jul 2024
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Director

Relationship, Product

Upfront has a very sophisticated patient engagement platform that is super flexible and customizable...

Jul 2024
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Director

Culture

Everything that Upfront promised in their portal is present, but no one wants to log in to the...

Jul 2024
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VP/Other Executive

Product

What I like about Upfront's system a little more than other solutions is that it goes into the...

Jul 2024
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VP/Other Executive

Product

Upfront's system is very easy to use. There is one tweak that we requested of Upstart for one of the...

Jul 2024
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VP/Other Executive

Operations

For a user to be the most successful with Upstart's system, I would just make sure that they have a...

Jul 2024
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VP/Other Executive

Product

We are not really integrating Upfront's system with Epic's system, but I'm still extremely satisfied...

Jul 2024
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VP/Other Executive

Relationship, Operations

We have regular meetings with Upfront. It is basically a good cadence for whenever we have questions...

Jul 2024
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VP/Other Executive

Relationship

With Upfront, the only thing that was atypical this year was the acquisition of PatientBond. I'm not...

Jul 2024
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Manager

Relationship

Our contact is wonderful. One thing about Upfront is that if we don't get a response from our...

Jun 2024
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Manager

Value

There was a time when our messages weren’t coming through, so Upfront actually credited our account....

Jun 2024
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Manager

Culture, Relationship

Upfront keeps all their promises 90% of the time. But also, I can't really mark them down for that...

Jun 2024
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Manager

Loyalty

We are in the process of adding some new stuff, so our new contact person at Upfront has been really...

Jun 2024
||
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