Solutionreach reviews

Useful and time saving

Pluspunten:

helps with appointment reminders AND review management for a reasonable price; customer service is amazing

Minpunten:

I truly have no complaints. It provided everything I was looking for (review management, managing appointments (reminders for upcoming apts, reminders to book an apt, newsletters and drip campaigns).

Used by us since 2014

Opmerkingen: We have grown with SR in so many ways. The pros are high (quality product, low maintenance, easy to utilize), the cons are expected (longer times to reach support, things falling through cracks) and we know what to expect from them.
At one point, we left SR for DemandForce and quickly returned since we were unable to customize the communication received from patients on our behalf in a way that reflected our brand. We haven't left since!

Pluspunten:

SR is a great platform for reminders, group messaging, and newsletters. It may be great in other aspects, but I don't utilize those features. In the 7 years we have used SR, they have made many changes and added many products. It is one of the softwares we utilize, but it is the most low maintenance and I love that. I only log on when I need to and that's an awesome benefit.

Minpunten:

I wish the SR Intake form would write into more software. We have Eaglesoft and Eyefinity, but SR Intake only writes into Eaglesoft. Super helpful. Would be much more helpful if it would do the same with our vision PMS.

solutionreach in hindsight

Opmerkingen: Over all good and helpful, but we found another cheaper - saving money is alway key if we can...

Pluspunten:

Ease of sending paperwork, Premed and other reminders add to patient, text messaging

Minpunten:

having to scan the patient paperwork responses, time/sync response time

Stay away from Solutionreach

Opmerkingen: Great when we first signed up - Now its terrible

Pluspunten:

This software was great when we first got it but now probable less than 5% of people are getting their notifications. They told us we would have to pay more for T-Mobile and now our Verizon patients are getting notified either. Customer service is terrible.

Minpunten:

I quit working and no one could help - There only solution was to charge us more.

Solutionreach elevates our customer service

Opmerkingen: Solutionreach has allowed our team to improve the efficiency of daily operations by automating some of the tasks that are essential to maintaining a well scheduled day of patient care.

Pluspunten:

The messaging ability of the platform was easy to incorporate and is utilized by all team members from any computer in the office. This increases our ability to work as a team and not rely solely on just a couple of team members sitting in the business area.

Minpunten:

Sometimes we experience “glitches” where the communication software lags causing us to not receive messages from our patients.

Patient Reminder Software

Opmerkingen: Overall a pretty good experience.

Pluspunten:

Solutionreach can do quite a bit and it's great that they're always innovating and trying to add more value to their customers. The customer service was also pretty good.

Minpunten:

Altough it's a great tool, it can be a little expensive. Especially if you have a tool like Dentrix. There's already a capability in Dentrix to send out reminders to patients. However, with that being said, you can obviously do a lot more in Solutionreach than you can in Dentrix

Overall Solution Reach is a great product that offers many attributes to a practice.

Pluspunten:

We love the communication options it offers our practice and our patients. Solution Reach allows us to easily confirm and adjust appointments for our patients to each person's specific needs, whether it's through phone, text, or email.

Minpunten:

The one downfall of Solution Reach is the lack of ability in modifying the smart reviews. It's a generic message that cannot be personalized to each practices individual needs.

Great product

Opmerkingen: Was great for the most part

Pluspunten:

I like the ease of use on line and being able to customize most things

Minpunten:

I did not like that I could not customize reminders for patients. Some patients seem overwhelmed by the reminders and would be nice to be able to customize it on our end. Also, I don't like that reviews could not get pushed directly to search engines or review sites without having to pay more.

Good Features but Costly

Pluspunten:

They have some really good features like texting patients and the site is easy to navigate

Minpunten:

There are a lot of glitches and they don't always tell you when things are acting up. There are portions of the site that are just not used, but they are still there taking up space and confusing people.

Great software with lots of functionality

Opmerkingen: This has been a great software overall, and I love the online knowledge database and community... lots of answers there for things I can't figure out. I love how well it integrates with our EMR as well.

Pluspunten:

This is great for our optometry practice. There are lots of tools that are very easy to use and very helpful in communicating with patients and maintaining patients. So much of this is automated and customizable. I can send reminders on a schedule that I choose, by email or text or both. I can send invitations to leave a review on Facebook or Google or to an internal source. I can direct message with patients by sending them "text" messages, and they can reply to our business number with a text - but it comes to Solutionreach. Lots and lot of neat things

Minpunten:

There are a few things I wish were more customizable. Speaking specifically of the reviews, I wish there were a way to send a review just for Google or just for Facebook. Every additional click that someone has to make to leave a review makes it less likely that it will actually happen. Overall, though, really happy with this.

Long time user

Opmerkingen: We had SR for many years and in the beginning they were very helpful. Then I suppose they got bigger and they no longer answered phone calls and switched their support system over to chat based only. The newsletter editing software has poor functionality and we used to be able to call in and have help in creating things until the company grew then that was no longer an option. We wished that the system could intergrate more with our EHR software. Otherwise over the years the platform has been awesome.

Pluspunten:

We like this most for the amount of customization and control we had over how messages were sent out. We also liked that we were able to generate lists easily and send emails and newsletters to specific groups. The check in feature was also very helpful in the aspect of verifying patient info and signing forms

Minpunten:

The newsletters were a bit difficult to create and very slow. THe forms and info that patients filled out at check-in has no way of importing into our EHR system- we have to manually input everything. The forms would only save in .pdf format and our ehr system only allows us to import .jpgs. Also if the system were down for a period of time there was no alert or indication that patients were not getting messages, some type of alert would have been helpful. We added Doctible on as well because SR had no option of sending out a survey post appt other than emailing it (no texting)

Best money saver there is in a medical practice!

Opmerkingen: We initially went with Solutionreach and we were happy, however, one of my staff members for another provider of the same service which was less money. The difference was not significant but she was insistent that it adds up, etc. so I agreed. We were with the other provider for a few months and we quickly realized it was a mistake. We switched back to Solutionreach and we will not be doing that ever again!

Pluspunten:

I save money two fold! I no longer have to pay someone to contact our patient's to remind them of their appointments and I save money by patients not missing there appointment! If you add up the time it takes someone to do this verses the cost, I think it would be hard to find that it is not cost effective. Not only does it send text messages, it also sends the patient an email. We basically no longer have patients not show up for their appointments. If they cannot make their appointment, they call to reschedule. They are not only notified once, they are notified a few times, via text and email, within a week before their appointment.

Minpunten:

I cannot really think of anything. I always worry about HIPPA, but they have a very secure network.

RUN FOR THE HILLS!

Opmerkingen: Overall experience has been horrible. The product was OK, but that experience has been completely offset and overshadowed by the TERRIBLE customer service. Would only recommend to a business that I wanted to see fail.

Pluspunten:

When the representatives were "wooing" us to try to get us to switch to their product, they were very nice and helpful. That all changed after they had us "on the hook". Customer service made a nosedive and ceased to exist after that.

Minpunten:

Their contract is terrible. There is an initial 2-year contract, which is fine, but what they won't tell you and you need a magnifying glass to see in the contract is that it auto-renews every year on your anniversary date, effectively making it so that there is a single day in each year when you can leave your very expensive contract with them. If your changes need to happen on a different day, you're out of luck. They'll take you for everything they possibly can. They have made special "deals" with us, promising one thing and then going back on what they offered after we accept, trying to get us to sign a new contract. Exceptionally shady business practices. When there are problems, they are not resolved quickly. We had full weeks without the product working. Customer service was terrible. When we could eventually get connected with someone they didn't listen to our needs and were very unhelpful.

They may be reaching for solutions, but with alligator arms.

Opmerkingen: I am trying to get some things resolved and they tell me a lot about how busy they are and they can't get to it today. You know what, don't tell your customer that, we are all busy!

Pluspunten:

Not much yet. It does sink with my data base. But even so it makes so many mistakes and the reminders are so ambiguous it is crazy.

Minpunten:

I have NEVER had so many patients go to the wrong office as I have since I have been using your email and text reminders. I was told by the sales person that your product would be a benefit to me and my patients. It has proven to be the opposite. It is irritating a ton of my patients and I am exhausted from hearing and dealing with my patient's complaints who are angry because your reminders do not make it clear as to which location their appoint is scheduled. When they finally make it to the correct location they are angry and their appointment is over. So, I get to figure out how to accommodate them when it is now time to seat the next patient. Basically, I get to work double time under a huge stress load. Their design team is horrible. If you like crappy looking emails sent to your patients then solution reach will make them for you. I find it ironic that their name is "solutionreach" because they cannot seem to come up with solutions to fix simple software and design issues. All you get from these guys is "nope, can't do that, no, sorry, can't and so on. I have never seen a company be so reluctant to try new things to reach a solution that might benefit their customer and their patients. Do not sign a contract with these people

Not for us.

Opmerkingen: I would not recommed this service to any medical practices, look elsewhere!

Pluspunten:

Originally SolutionReach worked well for transferring patient reviews to a testimonials page on our website.

Minpunten:

All of the software failed. Simply quit-working. Could no longer integrate with our patient management system and no one was willing or able to help to get it back on track.

Absolutely AMAZING

Opmerkingen: A lot of very happy patients receiving text messages from us instead of phone calls and voicemails! and much more of course.

Pluspunten:

I love how this platform integrates with our practice management software so it does all the tedious work for us, recalling, appointment reminders, eyewear notifications, etc. Customer service always goes above and beyond my expectations (which are pretty high) in achieving odd requests like a contact lens 'drip campaign' which will auto remind our CLS wears when its time to purchase more contacts as to not over wear the ones they purchased at the time of the exam. When I do have to call because of a glitch or issue with SR customer service always has it resolved in 1 phone call. All around we are very pleased with the services SR provides

Minpunten:

The only thing I would ask to be improved on is that if a patient only has a cell phone on their account but the patient opts out of texting the platform will NOT call them, you have to pick up the phone and call the patient yourself.

Problems!

Opmerkingen: When it is working it is great. When there is an issue it can take forever for them to respond or fix issues.

Pluspunten:

I loved the ability to text back and forth with patients. I find patients answer a text more than a phone call.

Minpunten:

We had an issue with our messages going out. Customer service was not helpful. Would have loved to give a higher review but it's been 3 weeks since we have had appointment reminders go out and no idea when it will be fixed.

Customer Support is Incredible!!!

Opmerkingen: I must say that calling support is actually enjoyable. I have never encountered anyone who doesn't go the extra mile to help, Everyone shows an honest interest in my questions and always makes sure all my needs are taken care of. Kudos to Solutionreach Support

Pluspunten:

What I love most about Solutionreach is the ease of use. The time saving component in itself is amazing where confirmations are concerned. The ability to reach all of your patients with a simple keystroke is the best! Newsletters are a great way to keep everyone in your practice updated on whats happening in the office. Knowing that patients are contacted for recare is a huge plus also

Minpunten:

My least favorite thing about the program is being able to better control when confirmations are sent. If a patient schedules an appointment within the next two weeks, it is fabulous for them to get a reminder immediately, however, if that appointment is scheduled for 6 months out, it is really not beneficial as they confirm and then do not receive any additional confirmations.

Solutionreach do's and don'ts

Opmerkingen: We were not very happy with Solutionreach most of the time due to so many problems we had that I mentioned above.+

Pluspunten:

We actually switched from Solutionreach to Weave because Solutionreach is not compatible for most cell phones. Most patients use cell phones for notifications so we were paying for something that we could not use alot of the time.

Minpunten:

That it was not compatible with very many cell phones and they stayed down alot of the time. We had alot of issues the entire time we had this software.

INEPT, LACKING CUSTOMER SUPPORT

Opmerkingen: REALLY FAILED AT PROVIDING ANY CUSTOMER SUPPORT

Pluspunten:

ORIGINALLY, EASE OF USE AND EASE OF ONBOARDING

Minpunten:

CUSTOMER SERVICE AND SUPPORT WHEN SIMPLE CHANGES ARE NECESSARY TO YOUR ACCOUNT

We tried others in the past and happily tossed them away 5 years ago. LOVE Solution Reach!

Opmerkingen: Less time spent on the phone to remind patients about appointments. Less time stuffing/stamping recalls and the ability to send out mass notifications in case of illness or weather delays or cancellations.

Pluspunten:

Advanced notifications and ease of sending out mass notifications if a physician is out sick or weather shuts us down.

Minpunten:

Like all "computer-types" when they work they are great and when they are down its a nightmare. Luckily we haven't had many times when Solution Reach has went down and they couldn't get us back up and going immediately.

Reliable reminders and easy communication

Pluspunten:

Many options were available. Our office didn't utilize all of them, but they were there if we wanted to use them. The information extracted and implanted into our dental software was integrated well.

Minpunten:

Some of the customizable features were limited.

Great Experience

Pluspunten:

We love how our communication with patients has improved and therefore our no show patients has decreased! The website is so easy to use and if I ever have any questions I know that customer service is always going to be professional and helpful!

Minpunten:

The only con to the website is that is doesn't update often enough I feel. We can delete an appointment and if Solutionreach doesn't update it will send them a confirmation even though they have already cancelled the appointment.

Game Changer for Our Practice

Pluspunten:

Solutionreach is great for appointment reminders. It can call or text the patient for you and patients love the timely reminders. It also helps with getting feedback from surveys. It saves our staff time so they can concentrate on the patients in the office.

Minpunten:

It takes some time to get everything set up correctly. But, once you do, it automatically does everything for you.

HORRIBLE! Run away as fast as you can!

Opmerkingen: Infrequent confirmation of appointments

Pluspunten:

It reached some of our patients some of the time. Text message and email options allowed for multiple ways of reaching people.

Minpunten:

Service often did not work effectively and it often lost sync with our database. Customer service line has a message to send a chat through their website and the website chat is always turned off... horrible customer service. Only had a responce when we asked to cancel