Avaliações do Solutionreach

It has been a great value to our practice.

Vantagens:

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.

Desvantagens:

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.

solutionreach in hindsight

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

Vantagens:

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

Desvantagens:

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

System is easy but doesn't do the job

Comentários: Started out great but turned into a disaster

Vantagens:

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

Desvantagens:

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.

Used by us since 2014

Comentários: 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!

Vantagens:

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.

Desvantagens:

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 elevates our customer service

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

Very happy with SR

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

Vantagens:

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.

Desvantagens:

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

Take the hassle out of appointment setting

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Horrendous customer service

Comentários: awful. worst company I have dealt with since my business openned.

Vantagens:

when this software works, it's great. The issue is that it often doesn't work and it is impossible to get customer service. There are 13 negative reviews on the BBB page and 20 complaints. This has been a complete waste of money. We are moving on to an alternative company.

Desvantagens:

customer service, as stated above, is terrible. They do not care about your business, they aren't professional and it's impossible to get in touch with someone that can help you.

Very poor support and very unprofessional

Comentários: 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!

Vantagens:

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

Desvantagens:

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.

Bad billing experince

Comentários: The contract has autorenew . Price giong up. I was told that they bill only credit card and use my credit card with amount they wants to take without any notifications.

Vantagens:

The same product as other companies. Nothing extra

Desvantagens:

last year 2022 was a lot of iteraption with service this yaer 2023 better

DO NOT SIGN Up

Comentários: Poor

Vantagens:

If this product actually works, it is hit or miss.

Desvantagens:

Stopped sending reminders for 2-3wks. Glitched and sent way too many reminders, getting many of our customers to complain/reply STOP. Does not autosync as it claims- we have to go in manually to sync the schedule almost everyday and it only updates twice daily so does not capture and reflect changes in a respectable amt of time

Non existent customer service

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Loving this Assest

Comentários: 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.

Vantagens:

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

Desvantagens:

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

Updated system but still out dated

Comentários: We used Solutionreach for years - then saw how limited they were and we could not get out of our contract to got with a more updated company, who does not have contracts! if they do not meet our constant expectactions we can drop them with a 30day notice and move on. Then Solutionreach partnered up with our dental software company and they offered us a free trial period. Just a few days is all it took my front office staff to say "no-way" We need to keep our current provider!

Vantagens:

The features are nice but limited capabilites

Desvantagens:

Its crazy that in these days and times their system limits the # of characters you can enter into a text in a msg or reminder etc. to approx 65? With the system we have been using it is limitless.

Solid product, great customer service, but the costs keep adding up

Comentários: In general, while I like the product (a lot!), I will likely not renew again. I wish our salesperson had been either better trained, or had been more honest with us. I do not think she was intentionally deceptive -- I think maybe to that point they just hadn't come out with new features that would cost more, so she didn't know to tell us that part. I also feel that if you have a good product, you should stand by it enough to not need an auto-renewal. You should keep your clients because the product/service is excellent, not because they are trapped.

Vantagens:

SolutionReach does almost everything we could ask for. Patient newsletters, patient reminder e-mails/texts, two-way texting capabilities, recall care, birthday messages etc. They have features that allow patients to schedule their own appointments, features to request google or facebook reviews, and ways to send out campaign messages to patients.

Desvantagens:

Unfortunately, we do not have access to a lot of the products we would love to use. When we signed up, we were told that SolutionReach was always improving its services but that our price would never go up. I felt that this was misleading since they would include improvements to the current services but as they added features those features would not be included but would be an extra fee each month. I also HATE the 2 year commitment and the auto renewal -- you miss the renewal deadline and bam, you're stuck for another year, like it or not. As long as I can remember to do it, we will cancel before our next auto renewal.

Disappointed

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Solution Reach not as user friendly has Demand Force.

Comentários: Good overall I just liked Demand Force better

Vantagens:

The patients received notifications on their appointments.

Desvantagens:

At the time we used this product there was no text messaging or confirmation to our Dentrix program.

Pathetic Support

Comentários: A complete disaster.

Vantagens:

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

Desvantagens:

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?

Solutionreach

Comentários: Overall experience is a positive one!

Vantagens:

Solutionreach has helped grow our office tremendously. We have been able to reach out to people that we haven't seen in years, and remind them that they need an eye appointment. I think the biggest thing that our patients comment on is how they love all of the appointment reminders. We all lead busy lives and a few reminders are always helpful. I feel like our office has had a steady schedule since we've had solutionreach.

Desvantagens:

The only complaint I have is that we have Solutionreach customer service asking to do a free trial of some of the add on's that they have from time to time. They set it up and tell us that they will contact us when the trial is over to see if we want to add it to our subscription. The first time we did that we didn't receive a call and they automatically put that service on our account. They told us that it couldn't be taken off for a year because it wasn't cancelled in the appropriate time (event though they were going to call us). My advice is to make sure you call and cancel a few days before the trial is up.

Patient Reminder Software

Comentários: Overall a pretty good experience.

Vantagens:

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.

Desvantagens:

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

unauthorized charges

Vantagens:

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.

Desvantagens:

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.

Every practice needs this software!

Comentários: All phone calls with Solution Reach employees have been a breeze. They are friendly, extremely helpful, and explain things in a way that makes it very easy to understand.

Vantagens:

This software is super user friendly and integrates perfectly with our Nextech software.

Desvantagens:

Can't think of any issues we have encountered after several years of use.

Not for us.

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

Vantagens:

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

Desvantagens:

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.

Support will disappear

Comentários: Not supportive

Vantagens:

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

Desvantagens:

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

Best patient engaging software

Vantagens:

Great to send reminders to patients about upcoming appointments. Easy to create and send newsletters and notifications to everyone or a specific group.

Desvantagens:

Was hard to set up initially. Tech support members change often and many times we have to do an online chat to resolve issues.