Opiniones de Solutionreach

Useful and time saving

Puntos a favor:

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

Contras:

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

Comentarios: 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!

Puntos a favor:

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.

Contras:

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.

Good tool

Comentarios: At the end we did not appreciate how hard was to cancel the account. After many request and call we were able to

Puntos a favor:

We used it in the past but we quickly saw that it was very expensive has gray features but for our small office became pricey

Contras:

The price and lack of communication when it came to ending the contract it became very difficult

DO NOT SIGN Up

Comentarios: Poor

Puntos a favor:

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

Contras:

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

Solutionreach elevates our customer service

Comentarios: 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.

Puntos a favor:

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.

Contras:

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

solutionreach in hindsight

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

Puntos a favor:

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

Contras:

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

Solutionreach can assist in managing your Social Media interaction

Comentarios: 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.

Puntos a favor:

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.

Contras:

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

Patient Reminder Software

Comentarios: Overall a pretty good experience.

Puntos a favor:

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.

Contras:

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

Good Features but Costly

Puntos a favor:

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

Contras:

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

Comentarios: 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.

Puntos a favor:

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

Contras:

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!

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Solution Reach

Comentarios: Love the software. It really helps us keep our schedule up-to-date and also allows our staff to focus on other areas.

Puntos a favor:

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.

Contras:

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

Comentarios: Not supportive

Puntos a favor:

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

Contras:

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

Disappointed

Comentarios: 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.

Puntos a favor:

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.

Contras:

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

Comentarios: None

Puntos a favor:

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.

Contras:

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

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

Puntos a favor:

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!

Contras:

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

Comentarios: not satisfactory at all

Puntos a favor:

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 !

Contras:

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.

Customer Support is Incredible!!!

Comentarios: 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

Puntos a favor:

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

Contras:

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.

Solutionreach Needs Better Solutions

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

INEPT, LACKING CUSTOMER SUPPORT

Comentarios: REALLY FAILED AT PROVIDING ANY CUSTOMER SUPPORT

Puntos a favor:

ORIGINALLY, EASE OF USE AND EASE OF ONBOARDING

Contras:

CUSTOMER SERVICE AND SUPPORT WHEN SIMPLE CHANGES ARE NECESSARY TO YOUR ACCOUNT

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

Comentarios: 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.

Puntos a favor:

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

Contras:

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.

Easy to use!

Comentarios: We are able to communicate with our patients through text message rather than a phone call, this allows more time with face to face with patients in the office. We absolutely love this feature!

Puntos a favor:

Saves so much time to communicate with patients. We are able to confirm appointments through text rather then a phone call and patients love it too!

Contras:

When the system is down, it is inconvenient. We do understand things happen, we do rely on technology so much.

[SENSITIVE CONTENT]was amazing with all the questions we had!!

Comentarios: SR overall is very customizable for all needs.

Puntos a favor:

My favorite part about we is the accessibility for where ever you are. Being able to log in form Home is the biggest for me as I need to cancel patient sometimes via text. This bring relieve to know i have so many options right in my hand.

Contras:

My least favorite part about SR is the inability to add notes per patient for group messaging example being: if we create an ASAP list but "Jane" can only do Monday's there is not a way to add that side note.

Stay away from Solutionreach

Comentarios: Great when we first signed up - Now its terrible

Puntos a favor:

This software was great when we first got it but now probable less than 5% of people are getting their notifications. They told us we would have to pay more for T-Mobile and now our Verizon patients are getting notified either. Customer service is terrible.

Contras:

I quit working and no one could help - There only solution was to charge us more.

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

Comentarios: 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.

Puntos a favor:

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.

Contras:

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