Avis clients sur Solutionreach

It has been a great value to our practice.

Avantages :

It sync with our EHR every 2 hours to scan for changes. It has mostly eliminated the need for phone calls by our staff to confirm appointments.

Inconvénients :

The sync software needs to be running constantly on a computer that we never turn off. It took quite a bit of customization for it to do what we needed it to.

Very happy with SR

Commentaires : Very pleased. We switched from Weave and have had no issues.

Avantages :

The SMS is by far the best and most efficient way to communicate with our patients. It's been extremely helpful in reminding, confirming, rescheduling appointments. Our no show rate has decreased drastically.

Inconvénients :

Honestly I have no encountered any problems thus far. The software has been a huge improvement to our office.

Non existent customer service

Commentaires : 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 Our patients continue to get out of date reminders or no reminders at all (if they've scheduled since the last sync.)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.

Avantages :

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.

Inconvénients :

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.

Patient Reminder Software

Commentaires : Overall a pretty good experience.

Avantages :

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.

Inconvénients :

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

Overall Solution Reach is a great product that offers many attributes to a practice.

Avantages :

We love the communication options it offers our practice and our patients. Solution Reach allows us to easily confirm and adjust appointments for our patients to each person's specific needs, whether it's through phone, text, or email.

Inconvénients :

The one downfall of Solution Reach is the lack of ability in modifying the smart reviews. It's a generic message that cannot be personalized to each practices individual needs.

Very poor support and very unprofessional

Commentaires : 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!

Avantages :

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

Inconvénients :

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.

Settled for Niche Industry Focused Platform

Commentaires : Overall, they are pretty inexpensive compared to other services and you will find out why. They got our practice to sign up with a great discount promising exceptional customer service but wasn't met with this promise. I know my way around technology pretty well, but would be worried for others that aren't and need extra assistance.

Avantages :

I like how they are niche focused to our practice. They are aware other clients have ran into the same issues looking for the same results. Not entirely 24/7, but you can reach anyone during the work hours pretty fast. The templates that are given are basic but good start if you have no background in marketing.

Inconvénients :

Since the platform isn't too developed yet, you run into a lot of issues where you have to reach out for help. You can reach someone right away but be prepared to tackle 1 task for 3-4 hours to figure out. Seems as if the representatives aren't educated enough about the platform because all they do is send you articles to fix yourself (which doesn't answer your questions sometimes)

Satisfied Customer

Commentaires : It’s like having the extra help that’s needed at the fri t desk

Avantages :

Appointment Reminders and texting and real time benefits

Inconvénients :

Contract length is not optimal but not a problem

Good Features but Costly

Avantages :

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

Inconvénients :

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

Commentaires : 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.

Avantages :

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

Inconvénients :

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.

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Best money saver there is in a medical practice!

Commentaires : We initially went with Solutionreach and we were happy, however, one of my staff members for another provider of the same service which was less money. The difference was not significant but she was insistent that it adds up, etc. so I agreed. We were with the other provider for a few months and we quickly realized it was a mistake. We switched back to Solutionreach and we will not be doing that ever again!

Avantages :

I save money two fold! I no longer have to pay someone to contact our patient's to remind them of their appointments and I save money by patients not missing there appointment! If you add up the time it takes someone to do this verses the cost, I think it would be hard to find that it is not cost effective. Not only does it send text messages, it also sends the patient an email. We basically no longer have patients not show up for their appointments. If they cannot make their appointment, they call to reschedule. They are not only notified once, they are notified a few times, via text and email, within a week before their appointment.

Inconvénients :

I cannot really think of anything. I always worry about HIPPA, but they have a very secure network.

RUN FOR THE HILLS!

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

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

Commentaires : 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!

Avantages :

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.

Inconvénients :

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

Not for us.

Commentaires : I would not recommed this service to any medical practices, look elsewhere!

Avantages :

Originally SolutionReach worked well for transferring patient reviews to a testimonials page on our website.

Inconvénients :

All of the software failed. Simply quit-working. Could no longer integrate with our patient management system and no one was willing or able to help to get it back on track.

Absolutely AMAZING

Commentaires : A lot of very happy patients receiving text messages from us instead of phone calls and voicemails! and much more of course.

Avantages :

I love how this platform integrates with our practice management software so it does all the tedious work for us, recalling, appointment reminders, eyewear notifications, etc. Customer service always goes above and beyond my expectations (which are pretty high) in achieving odd requests like a contact lens 'drip campaign' which will auto remind our CLS wears when its time to purchase more contacts as to not over wear the ones they purchased at the time of the exam. When I do have to call because of a glitch or issue with SR customer service always has it resolved in 1 phone call. All around we are very pleased with the services SR provides

Inconvénients :

The only thing I would ask to be improved on is that if a patient only has a cell phone on their account but the patient opts out of texting the platform will NOT call them, you have to pick up the phone and call the patient yourself.

Very unhappy with this company.

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

Avantages :

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

Inconvénients :

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.

Customer Support is Incredible!!!

Commentaires : I must say that calling support is actually enjoyable. I have never encountered anyone who doesn't go the extra mile to help, Everyone shows an honest interest in my questions and always makes sure all my needs are taken care of. Kudos to Solutionreach Support

Avantages :

What I love most about Solutionreach is the ease of use. The time saving component in itself is amazing where confirmations are concerned. The ability to reach all of your patients with a simple keystroke is the best! Newsletters are a great way to keep everyone in your practice updated on whats happening in the office. Knowing that patients are contacted for recare is a huge plus also

Inconvénients :

My least favorite thing about the program is being able to better control when confirmations are sent. If a patient schedules an appointment within the next two weeks, it is fabulous for them to get a reminder immediately, however, if that appointment is scheduled for 6 months out, it is really not beneficial as they confirm and then do not receive any additional confirmations.

Changed our practice forever.

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Patient Engagement

Commentaires : Solution Reach opened up a number of avenues to help us better engage our patients and potential patients. They made it easy for us to try and buy and we've never turned back!

Avantages :

The software turned our simple phone system to messaging offering another way to engage our patients and potential patients.

Inconvénients :

Would love to be able to do patient appointment scheduling online, but doesn't adapt to our emr, but we keep checking back!

Solution Reach Easiness

Avantages :

What I like most about Solution reach is how easy it is to use, and how quickly we are able to text and get ahold of patients. A lot of patients now days won't answer their phones if they don't know who is calling. But when you are able to get ahold of them via text message, it makes things so much easier.

Inconvénients :

What I likes least about Solution Reach isn't much. The only thing I can think of is when you can't reach a patient through their landline. But aside from that small thing, I have no complaints with the use of this software. It's been a huge help to the office that I work in.

Solutionreach for a independent practice

Commentaires : 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.

Avantages :

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!

Inconvénients :

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.

SR :)

Commentaires : It's AMAZING. seriously makes front desk work so much less work!

Avantages :

Everything. The automated messages are totally customizable. The newsletter layouts are great. Using this is easier than ever. The 2 way text between patients makes the day so much smoother with less phone calls.

Inconvénients :

The only 2 things I can think of that I do not like, is the smart reviews, you cannot track where they came or where they are being posted. . and we cannot embed a video into our messages :( but those are minimal issues!

Solution Reach is fantastic

Avantages :

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

Inconvénients :

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

Avantages :

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.

Inconvénients :

Some of the customizable features were limited.