Customers turned to eClinicalWorks to exchange information between predetermined eClinicalWorks sites, according to the report. Connectivity is apparently "excellent" for those sites, but clients want the product to do better support sharing with non-eClinicalWorks facilities. Additionally, over the past year, KLAS scores have drifted down for the HIE tool, primarily due to support concerns. Clients described communication with the tool as "difficult," and they complained of missed deadlines and unclear fee for interfaces. According to the study, one user described the product as "robust" and said it meets needs, but dealing with the vendor's interface team is "brutal....they are difficult to communicate with, have difficulty with deadlines, and generally aren't accountable to the customers."