Case Study: Accelerating CRM Implementation in Healthcare – Epic Cheers Rollout
Client Overview
Organization: Mercy Health
Industry: Healthcare | CRM | Digital Transformation
Project: Epic Cheers CRM Rollout (Call Center Enablement)
Health System Size: One of the five largest U.S. health systems
Project Style: Agile (Hybrid Scrum/Waterfall)
Role: Implementation Project Manager
Project Summary
Mercy Health sought to replace Salesforce CRM within its enterprise call center by rapidly deploying Epic Cheers. After months of stalled progress, I was brought in mid-project to re-energize the initiative and fast-track deployment. In collaboration with product leaders, developers, and end users, I drove the final build of the minimum viable product (MVP), stabilized operations, and prepared the team for future integrations with Microsoft Dynamics and Salesforce.
Timeline & Tools
Project Duration: ~6–8 Weeks (MVP Go-Live)
Tools Used:
JIRA (Agile board + backlog management)
Microsoft Project (status tracking and reporting)
ServiceNow (status reports and project visibility)
Microsoft Teams (collaboration)
Epic (CRM build, UAT, and workflow design)
Salesforce / Microsoft Dynamics (integration prep)
Key Responsibilities
1. Agile Delivery Leadership
Revived stalled project and implemented a weekly sprint cycle with clear cadence:
Fridays: Prioritized backlog + planned upcoming sprint
Mondays: Presented sprint goals and kickoff
Tues–Wed: Facilitated build and UAT
Thursdays: Promoted completed stories to production
Led daily sprint standups and mid-week checkpoints
Managed all JIRA tickets, task flow, and sprint boards
2. MVP Scope & Build Execution
Partnered with product managers to define a minimum viable product
Translated high-level feature requests into prioritized build tickets
Drove configuration of CRMs for various call types (symptom triage, prescription renewals, etc.)
Supported knowledge base development to reduce escalations and improve first-call resolution
3. Testing & Deployment
Coordinated user acceptance testing (UAT) and feedback cycles mid-sprint
Tracked progress against MVP completion weekly via Microsoft Project
Facilitated at-the-elbow support and worked with trainers to roll out documentation and education plans
4. Change Management & Feature Requests Post-Go-Live
Managed inbound change requests from clinics and call centers
Helped prioritize and build additional features after go-live
Ensured new requests were tested, approved, and deployed through weekly Agile cycles
5. Integration Readiness & Vendor Collaboration
Collaborated with implementation partners on early integration planning with Microsoft Dynamics and Salesforce
Helped gather requirements for future CRM data flows between Epic and external systems (e.g., campaign data, patient eligibility triggers)
Results & Impact
MVP live within 6–8 weeks of project takeover
Full CRM workflows configured for call types across clinical intake, prescription support, and triage
Decreased escalation rates by enabling agents to resolve calls without clinic handoff
Set foundation for future Salesforce + Microsoft Dynamics integrations
Agile delivery model established and handed off to product teams for sustainability
Lessons Learned & Key Takeaways
Agile Implementation in Healthcare
Agile workflows work in enterprise healthcare when there's a clear rhythm and cross-functional buy-in
Daily touchpoints and consistent backlog grooming were essential for pushing features through quickly
A hybrid model allowed for structure without compromising flexibility
People > Product
Training, at-the-elbow support, and clinic partnership were key to adoption
Close collaboration with the call center ensured real user feedback drove the build
Building workflows in theory is never enough—you must refine based on real user interaction
Strategic Recovery
Coming into a project mid-stream can be an advantage when there’s leadership buy-in for change
Establishing velocity quickly helped restore trust with stakeholders and show value
Prepping for future integrations—even if they don’t go live immediately—protects against rework later
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