Solutionreach Erfahrungen

Useful and time saving

Vorteile:

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

Nachteile:

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

Kommentare: 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!

Vorteile:

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.

Nachteile:

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

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Solutionreach elevates our customer service

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Take the hassle out of appointment setting

Kommentare: Solution reach has allowed my clinic to maintain recalls in a timely manner and fill our appointment book faster than ever with our new online scheduling.

Vorteile:

I love that not only does this software text my patients to remind them of their appointments it also tells them they are overdue for an exam. This takes the hassle out of managing recalls and allows my staff to focus on tasks at hand in the clinic. We can text patients if we need more insurance information when they schedule online which sets the insurance verification position up for success and allows patients to easily and conveniently schedule online.

Nachteile:

If you do not set the amount of reminders you want sent to your patient for appointments some patients may be annoyed they received multiple reminders.

Poor product

Kommentare: Poor overall. Much happier with current solution. Try everything else first before using solutionreach.

Vorteile:

Web based is only pro. BUT Ease of use was not quite there. Often times you would have to call customer service, wait on hold for 20 minutes, and then maybe they would be able to help you. Emails were very very slow to respond to if responded to at all.

Nachteile:

[sensitive content hidden], sales agent, and Customer service (based in Philippines) are the worst. They continue to charge you for solutionreach even when you stop using it. Terrible company with terrible ethics and business philosophy.

solutionreach in hindsight

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

Vorteile:

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

Nachteile:

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

Patient Reminder Software

Kommentare: Overall a pretty good experience.

Vorteile:

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.

Nachteile:

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

Vorteile:

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

Nachteile:

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

Kommentare: 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.

Vorteile:

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

Nachteile:

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

Kommentare: 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.

Vorteile:

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

Nachteile:

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)

Solution Reach

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

Vorteile:

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.

Nachteile:

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.

Support will disappear

Kommentare: Not supportive

Vorteile:

What was sold to me as support and compatibility with my software (not true to the product)

Nachteile:

Support and errors - impossible to reach anyone and so many issues - nobody cares.

Disappointed

Kommentare: I would continue with SR if they ran as efficiently and had as knowledgeable a staff as when we signed up, but as it stands, when our contract comes due in September, our office will sever ties and sign up with another company.

Vorteile:

When we first signed up in 2013, the product was fantastic. All features worked consistently, reminders went out w/o issues, and any time we called for assistance w/ newsletters or to resolve an issue, we immediately got a sales rep on the phone and they politely and efficiently worked to immediately resolve our issues.

Nachteile:

Since we signed up, the company has really grown (which is a good thing) and while the company continues to grow, our office has experienced countless glitches and reminder message issues. Also, whenever we call to request assistance or to resolve an issue, our MINIMUM hold time is generally 25 minutes. Once we get a sales rep on the phone, we are met with individuals who have no knowledge of any of their services and are never able to resolve or help with anything. The reps will always put you on hold to find out an answer, and still not have an answer, or they will ask to call back and never call back. I have been dealing w/ one simple issue and have dealt w/ 3 people who don't call me back (I have to call them), and they still haven't fixed the issue.

predatory contracting horrible service

Kommentare: Terrible experience. Our physician died because of covid and had to shut our practice down, after being signed up forcefully since 2017 but they now magically refuse to cancel because we never gave them a cancelation notice. Since February 2021 we have been constantly calling and emailing to no avail but evert month our credit card gets charged.

Vorteile:

None sorry there is nothing good to say about this company. They will avoid you after you have signed up with them.

Nachteile:

Horrible horrible company if you are fortunate enough that you don't need to contact them, then great all is well but if you need help of what ever the situation might be these guys will not be there and you will end up paying for something that does not work. Think twice

Bad Overall

Kommentare: I hate you all!

Nachteile:

Costumer service stinks! Impossible to get a hold on to anyone! Worse yet, they don't even have a phone number to call! If you need anything resolved, you need to go to their wesite, type in your username, type in your password, log in, find the page for support, find a page for the chat support, wait however many minutes it takes for someone to show up on the chat, then you have to identify yourself, give your name, number, name of your office, then you have to request for a phone call, then you have to wait for a phone call, then you have to talk about any problems you may be having with the software (and believe me, you'll have plenty...!!!), then the guy you just spent 15 minutes explaining your problem over the phone is going to tell you something like: "I just answer phones, I need to transfer you to a technician who can help...", then you have to be on hold again for so long that you can even write a long review such as this one as you wait for them to pick it up (I'm literaly writing this as I'm on hold for them...), then you have to explain your problem all over again, hoping it would be solved by that person at the first time they try, and then pray to GOD it never happens again (which, it will), so you dont have to call these guys ever again! Not productive at all! And they though that changing to chat-only support would be a good idea....! ... Very disapointing, SR!!!!

Pathetic Support

Kommentare: A complete disaster.

Vorteile:

It works the few days that the scheduling system and SolutionReach are able to sync.

Nachteile:

The sync with our scheduling system is always down and reminders don't go out. I am therefore payng SolutionReach for patients not to show up. The techs have no idea how to restore the sync when it goes down. The sync was down 14 days in March and has been down 19 days in April. Does this sound like a company you would like to do business with?

Very unhappy with this company.

Kommentare: Solutionreach does not allow me to control my business how I want to.

Vorteile:

The software did get reminders and recalls out to patients as expected.

Nachteile:

Company was too controlling. When we would try to change or customize, the company would change our preferences. I also felt the service was too expensive for what was provided. But the biggest complaint I have is that we were told that after a one year contract we would not longer be on a contract. So when we decided to use a different service, the company claimed we had a contract to continue, which they could not produce. They refused to stop the service, they refused to stop charging us monthly, and even when we physically deactivated patients so they wouldn't receive the messages, the company REACTIVATED them. This borders on dishonest. There are much better choices.

Changed our practice forever.

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 do's and don'ts

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

Vorteile:

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.

Nachteile:

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.

Horrible customer support

Kommentare: Poor customer support!

Vorteile:

Confirming appointments, recalls, and reaching out it to broken appointments

Nachteile:

Poor customer support!! I have emailed, and phoned several times over 60 days and no response. I was sold an additional product that I am unable to set up and the free trial ends tomorrow. So, they are going to charge mw for a service that had not worked. I emailed the rep who sold it to me. His response was he just sells the product...sorry. very disappointed with this company's customer support!

INEPT, LACKING CUSTOMER SUPPORT

Kommentare: REALLY FAILED AT PROVIDING ANY CUSTOMER SUPPORT

Vorteile:

ORIGINALLY, EASE OF USE AND EASE OF ONBOARDING

Nachteile:

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

Extremely helpful!

Kommentare: Saves me time and money! Frees up some time to do other work that would otherwise be on the "back burner".

Vorteile:

They do a lot of my daily tasks that would normally take a lot of time that I could be using elsewhere. So nice, and they integrate iPads into the system for our new patient forms, makes it generally quick and easy to check in a new patient. LOVE IT!!

Nachteile:

There is a charge for any new feature that I think should be part of the whole. It's not terrible, some of it we are fine without, but it would be nice.

Great Experience

Vorteile:

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!

Nachteile:

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.

An innovative patient communication platform!

Kommentare: The company has great outlets available to give your feedback and to chat with other solution reach users and solution reach employees.

Vorteile:

Appointment reminder options and tablet app for patients to fill out their paperwork, customer service is great-never have to wait long to speak with someone on the phone or online chat.

Nachteile:

The extra features/products being added are an additional cost on top of monthly fee, part of the integration with our practice management software could be better.