Avis clients sur Upper Hand

Creating Margin

Commentaires : Overall I am highly satistfied.

Avantages :

The main reason I switched to upperhand was to cut down on the time I was spending with scheduling and coaches’ payroll and I have been extremely satisfied. I am spending much less time on that and more time on actually growing the business

Inconvénients :

There are some calendar features I would like to see implemented such as “drag and drop” and a direct link from the calendar session to the client profile. There are also changes I feel are important to the client experience. Many clients get confused between parent and participant profiles. That’s the number one headache I have and the biggest complaint I get from clients is confusion beteeen profiles.

So convenient!

Commentaires : The entire process has been easy from the initial request for information, to setting up our programs and events. Would definitely recommend their software!

Avantages :

Being a non-profit that is focused on many aspects, this software helps me in each one. The many programs we run, employee tracking, and in the near future, facility management. You aren't really limited to what you can do with this software. If it isn’t something they currently do, they are open to any and all ideas to make it even more user friendly. Whatever makes it easier for us!

Inconvénients :

The only downside is some of the small things that we aren’t able to customize ourselves, as far as special questions in the account creation process. Since they are always updating and coming up with ideas, I’m sure it will happen soon.

A good looking product that still has some development needed

Commentaires : The support staff, or specifically our point of contact, has been very responsive, helpful, and helped implement developments directly related to our request to the entire product. However, the software clearly still has bugs, and is run by developers, not consumers.

Avantages :

It is a good looking product, and appears very professional from both customer and business ends. It has a lot of functionalities, and has the foundation to eventually be able to handle everything a business might need as far as management.

Inconvénients :

Many of the features are limited, i.e. it has a payroll tracker, but no payroll integration, or it has accounting functions, but not ones that are actually usable from an accounting perspective.

Easy for customers, but lacks some bells and whistles

Commentaires : Upper Hand doesn't have as many features as our old software, which makes it a little harder to use when you're used to having tons of control. But the plus side is that it does a few things very, very well. Overall our customers are having a much easier time using this software, and it's straightforward if you're doing straightforward things with it.

Avantages :

The software is pretty easy for customers to use, and we have a lot more customers doing their own account management vs. asking me to do it like they did with our last CRM. It looks great, and creating events is very easy.

Inconvénients :

It's hard to tell what your customers owe. Different things are managed in different places - to cancel a lesson you have to go to the contacts tab, to mess with a membership you have to go to the membership tab (can't do it from the contacts page), to see what people owe you have to go to reports. It's hard to shift money around if a customer buys one thing and then decides they wanted something else instead. Also, it sends way too many emails, including a receipt that makes customers think they've been double charged because of the way it's worded.

Great for Lessons

Avantages :

UpperHand has made it very easy for our clients to book lessons and apply credits from bulk packages. Also made it easier for instructors to see who scheduled lessons with them. Instead of waiting for an email form our training director.

Inconvénients :

Still have to do a work around if an instructor needs to be listed for multiple sessions the same day but is flagged as a conflict.

Upper Hand review

Commentaires : In the beginning, I was very discouraged from all of the bugs that caused frustrations with me as the Administrtor and also negatively affected our end user clients. I know we lost some clients in the beginning due to them not understanding the UpperHand software and how to use it. At times, there are spurts where there are a lot of bugs. Some of these bugs force me to lose clients and lose business.

Avantages :

This is the first and only Scheduling and Payment processing software I've used for my business, so I don't have any comparison. It does allow clients to schedule and pay on their own which is what I want.

Inconvénients :

The lack of customization creates lots of issues for my business and how we schedule.

Great Support, Developing Product

Commentaires : We have a facility with multiple zones, with different thigns going on in them depending on the day , and even hour. The software helps us keep everything staffed, organized, and paid.

Avantages :

We like how easily we can add and change things and how it tailors well to our use case. The team is also very responsive and the software continues to improve.

Inconvénients :

Reporting needs to be stronger and more actionable.

Love this software.

Commentaires : The set up was process was well executed. The customer service was fantastic after the set up.

Avantages :

The Service and response is fantastic. The people I worked with are courteous and patient. I love working with them and it is nice to know that they are there when we need them.

Inconvénients :

Signing up a new client could be a little easier

Great Business Tool

Commentaires : It has helped me a lot so far!

Avantages :

Really nice way to have all your clients in one system.

Inconvénients :

Can be confusing especially on the customer face, when signing up for the first time. I commonly get questions about the schedule as they cannot see it before they sign up for a package or membership.

Great start and potential

Commentaires : It has certainly given my coaches more independence to function on their own and manage their own sessions. I have needed to send out fewer reminders and be the "middle man" much less.

Avantages :

I like that it is automated and allows for me to focus more time on delivering my services rather than registering and recording participants

Inconvénients :

I would like the communication to clients to be more customization and I would like my clients to have an easier time navigating the software. I receive a lot of "please help" emails for relatively simple and common things. (like signing up for a session or unscheduling a session).

Upper Hand review

Commentaires : So far its been a good tool for us that is much less expensive than what our company was previously utilizing.

Avantages :

Ease of use and ability to schedule events quickly.

Inconvénients :

Not able to move credits around very easily

Had enough

Commentaires : Not good.

Avantages :

Nothing really. I wish I could say something positive but there really is nothing.

Inconvénients :

I switched from mindbody to save money. I guess you get what you pay for. After several bug issues we just figured out we had a group of clients not being charged the last two months. Their credit cards were dumped out of the system. So now we have to call these clients ask for their credit cards and tell them we need to charge them twice. Unacceptable and the last straw. To top it off my business partner called left a message and they didn’t even bother to get back w us.

Industry Value Where Its Needed Most

Commentaires : Our move to Upper Hand has been very good, overall. We're spending less money for better functionality with their software. They're on an upward trajectory and have continued to come out with new iterations and functions that improve the user experience (both our staff and our clients).

Avantages :

The customer service. No software or platform is going to be a perfect match for what your company needs. Where Upper Hand has been most beneficial to DST is through their partnership with me and my team. Whenever something has been confusing, deficient, or lackluster from our perspective, their team has made every effort to fix, communicate, and better their software to tailor it to our specific needs.

Inconvénients :

Any time you switch software or learn a new platform, there is going to be a learning curve. It was no different with Upper Hand. There have been some frustrations getting everyone on the team educated and up to speed with the platform and functions, but nothing that wouldn't be expected.

Terrible customer service

Commentaires : Overall experience has been not good. The concept is great and there are some good things that it does but overall it runs bad. The program is very glitchy and there are alot of bugs. The app also runs horribly. It is not user friendly and can be confusing for clients to sign up and book lessons. The worst part about this companies product is their customer service. It’s takes forever for them to respond and their is not 24hr support. They are based on east coast and my Academy is on west coast. I’ve had major issue come up about their system and I have nobody that can help me. They are also non existent on the weekends. Very very frustrating!

Avantages :

I can have all the profiles of my clients and I loved the idea of the mobile app

Inconvénients :

How the software runs and their customer service

Utah Youth Tennis

Commentaires : For the most part, it's been very good.

Avantages :

It's very easy to use. I enjoy the reliability and support.

Inconvénients :

I wish it had a little more flexibility in the functionality so that I could tailor it to the specific needs of my organization.

4D Hockey

Commentaires : While we do like many of the features, the way we were told they would work is not happening. When we bring issues to Support, there is mostly no fix and we are told there’s nothing that can be done to fix it OR they don’t know why it doesn’t work.

Avantages :

The overall look and concept of how it’s supposed to work.

Inconvénients :

Unable to refund money (not just credits). The inability to assign time frames to resources. The inability to share credits for a family. The inability to transfer credits. The banking reporting is not clear. Cannot add check numbers to the record of payment, only amounts. Inability for one-time guest check out. Inability for clients to are available times on the calendar prior to selecting how many sessions they want to purchase. Would love to have a calendar view for people to see when they browse events.

Not there yet!

Commentaires : Was told features I requested numerous times were coming soon but never came. We purchased a website through them and was told we owned the site until we went to cancel service. We were definitely mislead by the salesman or company.

Avantages :

Site was easy to use for the most part.

Inconvénients :

Lacking several must have features that my new software program has. Also had numerous occasions where I cancelled a client but they continued to get charged through Upperhand. Made me and my business look bad.

Upper hand review

Commentaires : It’s been a good experience overall having a scheduling software. Whether I continue with Upper Hand has a lot to do with them continuing to develop the software.

Avantages :

Scheduling, pricing, and customer service

Inconvénients :

Some of my customers have trouble figuring it out. It doesn’t seem really easy to use for all.

JN Review

Commentaires : Very good.

Avantages :

I like the memberships the most and that is what we have used it for.

Inconvénients :

I wish we could add more substance to the memberships on upper hand directly

Modern Goalkeeper LOVES UPPER HAND

Commentaires : LOVE IT

Avantages :

FUNCTIONALITY EASE OF USE CUSTOMER SERVICE

Inconvénients :

SOME PARENTS HAVE TROUBLE USING IT, MAYBE MAKE IT EASIER TO USE

Great Software

Avantages :

The software is easy to use and set up and my clients also love it.

Inconvénients :

I don’t like that I can’t keep my filters the same in the event section

Should be easier way

Avantages :

Clients can join easily off my app on phone.

Inconvénients :

Should be and easier way to cancel or contact customers off the calendar.

D-BAT Pearl

Commentaires : Overall I am very pleased with the system.

Avantages :

I like the scheduling the best. Easy to set up new events.

Inconvénients :

Point of sale could. The credit card machine has been a problem. Would like to see some work on the way we send emails.

UpperHand

Commentaires : Overall it has been a very good experience. When something comes up, whether a customer has a problem using the software or I need help with something on our end, the customer support team has been very responsive and helpful.

Avantages :

I like the ease of this software, both for the customer and our company. It is super easy to send out marketing and information emails to all contact or select groups. I also like being able to track different data in the system.

Inconvénients :

There are some features that could be updated to better fit our company, which I have been able to discuss with the customer service team. Some of the reporting could be enhanced.

UpperHand

Avantages :

I like being able to set up automatic payments for customers.

Inconvénients :

There are some features that do not fit our business, such as there is no option for automatic family discounts and memberships.