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.

Okay product for dental office needs

Opmerkingen: We used Solutionreach for several years before switching to a company that we felt was a better fit for our office. Solutionreach is a good product, but I believe there is room for improvement in several areas.

Pluspunten:

Ease of use, effective communication and appointment reminder platform for our practice

Minpunten:

Cost was higher than other products that perform as well or 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.

Take the hassle out of appointment setting

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Solution Reach for Your Physician Practice

Opmerkingen: This product has allowed me to reduce 0.5 FTE due to less phone calls being received in the practice. With Solution Reach we have been able to be more responsive to our patients via text messaging when it comes to appointments and sending patients test results.

Pluspunten:

First and foremost this product is very user friendly.

Minpunten:

The practice has not experienced any issues with this product.

Avoid their long term contracts and fine print

Opmerkingen: Was fine until the current [sensitive content hidden] took over. Then Support was outsourced and horrible. Then features stopped working and were never fixed. Then they tripled my fee in less then a year breaking their originally promises. then when I tried to leave they brought out the fine print, but if I stayed they refused to fix the myriad of problems so they released me. Then they backbilled me because their server kept sending out automated messages. I was with them for over 5 years and they had no loyalty and no honor when it came to keeping their word. I would avoid this contract oriented sales company at all cost. There are less expensive, more honorable companies out there.

Pluspunten:

I liked the price they promised me and they promised never to raise it because I helped with beta testing, but when the new [sensitive content hidden] took over they tripled my price in one year with no warning.

Minpunten:

They lock you into an auto renewing contract then when you try to get out of it they drag their feet and continue to bill you for months after you disconnect them. Then they chaise you for the money because they did not stop their servers from sending messages when you disconnected their service.

NOT FULLY COMPATIBLE WITH DENTRIX

Opmerkingen: Fine at first. But then calls started coming to add on some features. Which I decided to do. My Rep called constantly trying to get me to sign up. Once I did and tried to get a hold of the rep for some questions he would not answer or return a single call. His name is [sensitive content hidden]. I have not heard back from him at all. Not one returned call. Then decided to call costumer service only to find out the the feature that he tried so hard to sell to me, which i signed up for,is not compatible with Dentrix (Insurance verification) unless I go in and edit every patient in the solution reach platform ( no one has time for this). I am very disappointed in this rep and in the solution reach system as I had made adjustment to my staff to have solution reach take over this function. I now have no one verifying insurance due to solution reaches lack of compatibility with Dentrix . [sensitive content hidden] was truly just interested in a sale.

Pluspunten:

Cost was reasonable for the product and I was led to believe it was fully compatible with Dentrix

Minpunten:

NOT fully compatible with Dentrix,( even though they said they were). Can not use all the features I would like

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

More for slowly patient flow

Pluspunten:

Ease of communication and digital forms.

Minpunten:

The system seemed always to have issues and wasn't very user-friendly.

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)

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.

Support will disappear

Opmerkingen: Not supportive

Pluspunten:

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

Minpunten:

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

Disappointed

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

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.

Poor product

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

Pluspunten:

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.

Minpunten:

[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.

Horrid Company

Opmerkingen: Absolutely terrible company! They have the worst customer service, they auto renew your contract without notifying you, they tell you and the business [sensitive content hidden] that you're liars (but using other words) they give you the run around and you can never get anywhere with them. There is no higher up management, so you get what you get.

Pluspunten:

When is was working right, it was an ok program for communication

Minpunten:

It is very glitchy, you cannot get the system issues resolved, they claim that they have no issues of file for you, or records of you calling in to get tech support.

Excellent way to communicate with patients

Pluspunten:

Appointment reminders have drastically reduced the amount of no-shows, and the direct messaging makes it easy to text patients on our short-call list for last minute appointments. It's entirely customizable--from the wording of your reminders to how often they go out. They even let you customize if you want to send by text, email, or both in case your patient has a preference!

Minpunten:

In the "Conversations" feature, appointment reminders go out but often don't include the name of who in the appointment is for. This can be a little confusing for families where one parent is getting the reminders for the kids. They usually end up calling to clarify.

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.

System is easy but doesn't do the job

Opmerkingen: Started out great but turned into a disaster

Pluspunten:

Good reporting features and easy to use. It is easy to track open rates and other useful information for your campaigns.

Minpunten:

Customer support and reliability are awful. We left because we could not count on them and when they screwed up they don't admit their errors which is 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

Former Solution Reach User

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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

No customer service at all!

Opmerkingen: We sent important emails to a group of patients. We can find these records in the patient's message center, but unfortunately, many patients have not yet received their emails. We spent hours and days to contact support team but we haven't gotten any help so far, very disappointed.

Pluspunten:

Patients' appointment reminders and conformations

Minpunten:

Group message like email and text message