Vurderinger av Solutionreach

Useful and time saving

Fordeler:

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

Ulemper:

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

Kommentarer: 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!

Fordeler:

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.

Ulemper:

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 can assist in managing your Social Media interaction

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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

Solutionreach elevates our customer service

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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.

Problems!

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

Fordeler:

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

Ulemper:

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.

Very unhappy with this company.

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

Fordeler:

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

Ulemper:

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.

unauthorized charges

Fordeler:

We have used this company for several years, but basically onto to confirm appointments. We realize there is much more to it, as per the sales rep, however, getting a person at SR to actually explain how to implement these bonuses is difficult.

Ulemper:

We paid for it for years, then recently went with a beta testing of cloud based program and solution reach is to be included with the testing. I came across a charge last week on my credit card that they had on file previously. My team called to discuss and it was to be refunded. Today, yet another $329 is being charged to the same credit card, in lieu of a refund. So I need to recall and now freeze my credit card so they do not have anything to charge inappropriately. Right now is not the time to be doing this to peoples credit cards, nobody has time to deal with this incompetence.

Patient Reminder Software

Kommentarer: Overall a pretty good experience.

Fordeler:

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.

Ulemper:

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

Great software with lots of functionality

Kommentarer: 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.

Fordeler:

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

Ulemper:

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.

Loving this Assest

Kommentarer: We have been successfully using SR for 8 awesome months. Our business is always looking for the next best practice management system to help us grow and have the best communication with our patients. SR helps us thrive on delivering the highest level of dental care to our patients through education, professionalism and compassion. SR really helps us to achieve that through educational newsletters, customized reminders and birthday wishes.
We utilize all features included in the software, but I definitely have my favorites. We have a large Spanish speaking population and SR allows us to customize reminders to be in Spanish and remind them as often as the patient would like. I also really enjoy the conversations aspect of this platform, as it gives us a chance to communicate with patients in different ways while staying HIPPA compliant. Also, SR is linked up with Carecredit and you can see your schedule for the day, as well as, a sign next to each pt who has Carecredit and the amount they have available. Having this knowledge is beneficial in morning meetings to help capture treatment.Sr has Benefited us in many ways and made our office more efficient. It helps us be able to focus on what’s going on in the office instead of calling for every reminder. SR will email, call or text patients to remind them of appts. As well, they send continuing care reminders when the patients are past due. Which saves us from making all those phone calls to get people in for past due cleanings. By doing so, we have SR doing that while we focus on TX and pts in the office.Our pts love having different options to communicate with us. They all have busy lives and no time to call or can’t be on the phone at work. So, they email or text us directly to schedule or ask questions. They can also use limelight/ SR scheduler to pick a day and time without having to go back and forth with me on days and times. Also, they have access to the PT portal to view past and future appt and pay bills. They pretty much have everything at their fingertips, at their convenience. I would recommend SR to any office looking to streamline their communications, boost productivity and gain efficacy. It’s like having another front office personnel covering the things that may fall through the cracks or things you don’t have time to get to. I have to add that customer service with SR has been on point. Everyone we have communicated with is thorough, knowledgeable, kind and willing to help you. Also, they provide SR community, blog, webinars and educational sites to go find answers to questions, ask questions and getr answers. Their learning tools and discussions have been very helpful to our company.

Fordeler:

Lots of great features including, but not limited to, online scheudling, campaigns (drip/ set), convesations (texting), educational library and good customer service etc

Ulemper:

Kind of costly for a small practice as everything has an additional cost. The main concept is great, but can get a little daunting.

Solutionreach

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

Fordeler:

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!

Ulemper:

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!

Changed our practice forever.

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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 for a independent practice

Kommentarer: My overall experience was very positive and would likely still be using them today if we would not have been forced to change EMRs and now has an already built in system similar to this.

Fordeler:

I loved the ability to add this software to our office as out EMR was lacking this feature. The communication abilities with patients was great. I loved being able to reach our to patients remotely in the event of inclement weather and cancellation or closures!

Ulemper:

Some patients complained about multiple contact attempts etc but this was just an error we made as a new user learning to select the proper settings, etc.

Support will disappear

Kommentarer: Not supportive

Fordeler:

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

Ulemper:

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

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

Kommentarer: 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.

Fordeler:

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

Ulemper:

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.

Former Solution Reach User

Kommentarer: We were happy with Solution Reach, however, the management software we were using at the time integrated their own communication software within our current version. We no longer required a separate program for these features. Ending our contract proved to be difficult to say the least and the "manager" handling it was very dissapointing compared to the customer service experience we had received up to that point. Once we started the process of ending our contract, professionalism and customer service was extremely ugly.

Fordeler:

Ease of use, variety of options and tasks available. Ability to customize communciations and scheduling delivery of communciation. Customer service was always helpful and prompt.

Ulemper:

There wasn't much we didn't like about the performance of the software. We utilized it well and our patient communication was exceptional.

Disappointed

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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.

An innovative patient communication platform!

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

Fordeler:

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.

Ulemper:

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.

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

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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

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

Kommentarer: 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!

Fordeler:

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.

Ulemper:

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

Great for multiple locations

Fordeler:

I like the ability to see all my patients in one dashboard or in each location.

Ulemper:

They previously had a heat map to see your patients locations that you could sort by zip and appointment type. This was a great feature I wish they hadn't removed.

This software has changed how our office communicates with patients.

Kommentarer: The benefits are seemingly endless: quicker communication with patients allows them to feel that their needs are important and they're being heard.

Fordeler:

I love having the ability to text patients one-on-one in real time. We are training our patients to text us now...it's wonderful! Also, the campaigns are life-savers when it gets super busy in the office: I can take my time to create and schedule marketing newsletters when it's not busy in the office so I don't have to worry about sending it out when it gets busy.

Ulemper:

It's a bummer that the Schedule doesn't tell me what the patient is coming in for: it's important to be able to see if a patient is coming in for a Dispense or an Exam. I create groups based on this criteria daily, so it would be great to know.

What an awesome program for retaining current patients and marketing new ones!

Kommentarer: Perfect for boosting your practice, updating and promoting your online presence and patient satisfaction. Texting communication and emailed newsletter's keep patients informed in this age of technology. Absolutely recommend to all practices, establish and new, for boosting your numbers and maintaining satisfied patients.

Fordeler:

Online marketing has helped us contact new groups of potential patients. Newsletters keep patients informed of upcoming events, office hours and workshops. Birthday and holidays are never missed with their email program. An awesome tool to boost your online presence and in turn grow your practice.

Ulemper:

Took a few videos of learn all the ones and outs, but well worth it! And in the end.... Nothing but positive reviews!

Helped us fill last minute holes in the schedule.

Fordeler:

We could send out email and/or text blasts to promote an event going on or to fill a last minute schedule change. Similar reminder systems require you to create a mailing or call list before doing this. If solutionreach integrates with your software, they can pull unscheduled patients into a list for you.

Ulemper:

It does not intergrate well with MOGO software and it is fairly expensive. I thought that using a reminder systems would cause our no-show rate to disappear but unfortunately it still exists.