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.

Non existent customer service

Opmerkingen: Before I go on please see "cons" section to give an insight in to what we have been dealing with.
In the beginning, Solutionreach seemed great. They promised they would integrate with our PMS, and with the exception of a few stragglers I would find not in the system it seemed to be working. This quickly changed with the non existent and down right unsympathetic "custom support team". Again, refer to "cons".
There has ALWAYS been an issue with the sync uploads but it started getting really really bad in November 2020. For the month of November I would have to reach out at least once a week to try to get someone to get our sync back on track, I would be on hold for ages and it would get fixed and then the next week, back at it again.
I reached out via email to the support team on: 11/06/20, 11/16/20, 11/30/20, 12/03/20 and 12/10/20 with my manager calling in between to find out why our sync module was STILL NOT WORKING and to demand a refund. It is now 01/07/21 and they have not ran a sync since 12/10/20 nor responded to my request for an update which I sent on 01/04/2021. Our patients continue to get out of date reminders or no reminders at all (if they've scheduled since the last sync.) Our no show rate is climbing because of it and I'm left apologizing and explaining to our patients that unfortunately the system that should be helping us all is quite severely BROKEN. We fully intend to cut ties with this company and take our business elsewhere.

Pluspunten:

The two way texting with patients and capability for patients to text photos. I also love the "huddle" feature in conversations that allows you to create private or public groups amongst staff and message each other.

Minpunten:

The deception that after our on boarding specialist got us, well, boarded that we would continue to have a customer service rep. available for us should we run in to any issues with the program itself or questions we might have regarding customization and further training. Thankfully I am a VERY quick learner and I was able to learn the system and it's functions fairly independently as I am the manager of communications as well as "trainer" for this program as well within my office. *non existent syncs *constant lies that someone will reach back out to us with updates regarding anything we have corresponded with them about *absolutely ZERO follow through from "case managers", support technicians or management regarding any issues. *30 minute minimum hold times when calling and days go by after emailing before anyone responds, if they ever do. *not enough room to customize the pre-set templates in the system for our reminders and appointment types (email & text) *promised 4 syncs a day (which is NOT enough for a practice that sees over 200 patients daily) yet we only end up getting maybe 1 or 2 a day so patient's are still receiving reminder information that is out of date, even hours after canceling or rescheduling their appts. *blocking reminders so patient's don't receive out of date reminders because of the undependable sync, yet the blocks are somehow taken off and the patients get reminders for things they aren't supposed to anymore.

Bad billing experince

Opmerkingen: The contract has autorenew . Price giong up. I was told that they bill only credit card and use my credit card with amount they wants to take without any notifications.

Pluspunten:

The same product as other companies. Nothing extra

Minpunten:

last year 2022 was a lot of iteraption with service this yaer 2023 better

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.

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

Solutionreach can assist in managing your Social Media interaction

Opmerkingen: Being in Healthcare we have been using this product for 4 years. By the name of the category, it makes it seem that its only for Dental but don't be fooled. It's for anything related to Healthcare and other industries. They do have an aCheckout their website for full list of industries they support. In terms of what Solutionreach does; It's able to assist in appointment scheduling. The appointment scheduling feature can be interfaced with a CRM or EMR to provide real-time confirmations. This is a great little feature that works. As most technology system, Solutionreach has transformed in the last few years, positively. They have nice features where after appointment patients/person can be sent a Feedback/Survey via Text, Email or portal. Another great feature as from the survey you can directly have it connected to Social Media to post on your behalf. Imagine not having a real way to get people to post to your Facebook or Google Places, well now you will get a flood with this features.

Pluspunten:

Customer service has been responsive. The price point is relatively good compared to others. They have flexible packages that can be inclusive of all cost example Text messages, you won't have to pay per text but its unlimited in a package. The fact that they have a development team that does integration is great. As long as they have interfaced before it may be a low to no cost to connect. Other features included in one package are Mass-Email blast marketing, patient education (specific to dental) and patient reminders.

Minpunten:

Still building rules on application to make it more robust. Its no salesforce but for the price point you cant complain.

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

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.

Very poor support and very unprofessional

Opmerkingen: Very frustrating. The sales presentation was nice, but beware that they would show you very pretty templates to be sent out, but in reality it is not any better than other company. It is very deceiving. I tried it more than 1 month and was still not able to be properly set up for its functions. It's very frustrating when simple task like synching your schedule can't even be done right and is sending out wrong reminders to your patients. The worst is that when you notice the critical mistake and can't even reach anyone to fix it!

Pluspunten:

It does have some convenient features such as SR schedule and SR intake.

Minpunten:

Very poor support. You get an onboard specialist that you pay extra for who can't be reached for days. THe onboard specialist don't know much about setting up your system either. The technical support is almost non-existent. It would take 1.5-2 hour of holding at least to reach someone by phone. Online chat technician doesn't know anything and you can waste hours with them without solving any problem. I guess the company doesn't spend much time training their people to be competent.

The Solutionreach team is very insightful, informative, helpful, and patient. 5 Stars!

Opmerkingen: Like I mentioned before, it has saved our relationship with our patients since they are no longer getting reminders for an appointment that no longer exists. Solutionreach has also saved me time with my workload. I love that it sends out review invites automatically. I love how is draws up reports or lists easily and accurately. I love that I have the support from the Customer Service dept because they are always available to answer my questions or help with concerns.

Pluspunten:

My favorite part about this software is how often it syncs our data. Our office's schedule consistently changes every day. I love that when a patient cancels their same-day appointment, Solutionreach notices that and will not send them a reminder/review for an appointment that no longer exists. This has made our customer relations stronger. I also really love the support team. You can call them anytime and they are always happy to help solve any issues.

Minpunten:

The only thing I dislike about Solutionreach would be that we don't have a lot of characters to use in a text when we are sending out Group messagesto our patients via email and text. The email has unlimited but the text only has about 100 characters and we have to include the patients name and our practice name and phone # in the text so by that time it is really hard to offer different appointments as well as personalize the text message.

Solution Reach

Opmerkingen: Love the software. It really helps us keep our schedule up-to-date and also allows our staff to focus on other areas.

Pluspunten:

Love the text and email remainders. The auto updates in our schedule allow us to keep our schedule fully booked at all times. It also helps our staff focus on other areas.

Minpunten:

Sometimes there are syncing issues. So we have to make sure it synced every few hours. We log into the main website portal and check the sync time. If it synced we know we are good to go.

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.

GLITCHY & EXPENSIVE

Opmerkingen: None

Pluspunten:

There is nothing this software does that any other PRM software doesn't do as well or better. There is nothing to value most about it.

Minpunten:

SR Conversations has not worked well since we added it to our SR package in November. We have spent countless phone calls trying to reinstall, update our OS, anything to correct what is clearly a problem with their system. The delay in connecting to their server is up to 30 minutes PER MESSAGE. We constantly shut down and restart both the app and the browser version of SR Convo to see any texts. They clearly pushed and launched a product that was not ready for release. When I called today they have TURNED OFF THEIR PHONES so no one can reach anyone at their company directly. Forcing us to use their "Chat" option, which, SURPRISE! takes 20-30 minutes to connect, only to be told for the 100th time their engineers are "working on it". Have we received any compensation for a program we pay for, but can barely use? Nope! All very ironic for a company focused on "revolutionizing relationships". More like dissolving relationships. We are actively looking for another PRM software provider.

Solutionreach

Opmerkingen: Successful. They really know how to capture the patients attention and assist in retaining that patient in the future. Safe and secure communication.

Pluspunten:

Patient communication has never been so effective, smooth, and successful with using this product! Patients response with this software is so much better than other programs we have used in the past. Also the decrease in no shows was unbelievable once we put this software in place!

Minpunten:

The integration of the software and getting all team members on the same page with all the ways to utilize the program was challenging, however, with customer support to walk through how to personalize the program for the different departments made things much easier and really helped getting everyone excited to work with the software!

HORRIBLE CUSTOMER SUPPORT

Opmerkingen: not satisfactory at all

Pluspunten:

Impossible to speak to someone in charge. They all say the same thing every time we have an issue. "we are traying to see if case manager is available" then you stay on hold for 30+ minutes and they disconnect you. Problems are never resolved quickly, always take at least 2-3 times for them to fix a problem. Then no one takes ownership of a case and you end up repeating yourself over an over explaining what the problem is to everyone that picks up the phone just so they can say same thing "trying to get person than can help you". Horrible !

Minpunten:

their sync software is very unreliable. It just stops and you don't get any error messages or notification. Then as I stated before, tech support takes days to fix and there is no one you can escalate your issue.

Changed our practice forever.

Opmerkingen: SR is redefining what patient communications SHOULD be as well as what customer service should be. They are one of the few companies I've ever worked with that promised less than it actually delivered. Every day I am thankful for SR. It's one huge piece I don't have to think about or worry about. If I tried to get rid of SR my staff would revolt. It makes our lives so much easier and makes us look great to our patients.

Pluspunten:

I can't decide if my favorite part of this software is that I don't have to think about it and it takes loads of work off my staffs' desks or if it's the tech support when we have a question. I also love being able to text my patients rather than tying up phone lines.

Minpunten:

I wish I'd started with SR years ago. It would have made my life so much easier! We used to spend hours and money every week chasing down patients who are overdue for appointments. Now SR takes care of that and my staff can use their time so much more productively.

Solutionreach Needs Better Solutions

Opmerkingen: If you have to use Solutionreach, so be it, but there are a lot more modern, affordable options out there. It has some good features, but I think the negative outweighs the positive.

Pluspunten:

I really liked the review system built into the software, good online reviews are a cornerstone of attracting new patients and Solutionreach made it easy to send out. They also sent all reviews through a filter, and then automatically put up the good ones on your website.

Minpunten:

The website was clunky, with a lot of features I was never trained in using, or interested in for our practice. It's also a very expensive product, and we were stopped from canceling use for a long time because they were basically holding our reviews through their software hostage. Once you stop using the software they delete all of those reviews, and we lost 50+ 5 star reviews, as well as it being an overall huge hassle to switch. They don't make it easy at all, and it was very frustrating.

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.

Solution Reach is fantastic

Pluspunten:

I love the ease of use, that I can send a quick email or text to a patient instead of having to call them. Its nice that patients can communicate that way as well

Minpunten:

I do not like that if patients have a cell and home number, or email and home number (landline) that the landline is dropped. We have elderly patients that do not use their email and cells as primary contact #s but still want to recieve the notifications, but if i put all the contact information in SR drops the landline.

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.

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.

Solution Reach is so easy to use and their customer service is outstanding!

Opmerkingen: we use the auto reminders which saves us a lot of time on calling all the patients, and Solutionreach Conversation which has saved us a lot of failed appointments.

Pluspunten:

I love that Solutionreach is so user friendly and if there is ever something that I don't understand I can easily reach a representative to explain whatever I'm having trouble with or a demo to show me.

Minpunten:

sometimes there is a lag between Solutionreach and Eaglesoft but its gotten significantly better in the last year.