Solutionreach

Pros

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

Cons

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).

Pros

Conversations, recalls, newsletters are all very easy to use. They've helped us a lot over the years.

Cons

I wish it wrote back to our PM "better". It would be more effective.

Alternatives Considered

Reasons for Switching to Solutionreach

Pros

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

Cons

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

Alternatives Considered

Reasons for Switching to Solutionreach

Pros

The News Letter are fantastic. A very large selection and easy to use. The SR pay was very helpful.

Cons

The text service needs to be updated. The price was a little high. We have new system which includes phones

Pros

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.

Cons

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.

Pros

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

Cons

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

Pros

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.

Cons

[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.

Pros

Ease of communication and digital forms.

Cons

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

Pros

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

Cons

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.

Pros

Solutionreach links with our other software to allow scheduling at our clinic.

Cons

The software is very specific about templates for scheduling, and we cannot differentiate between different appointment types.

Pros

Appointment Reminders and texting and real time benefits

Cons

Contract length is not optimal but not a problem

Pros

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

Cons

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.

Pros

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

Cons

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

Alternatives Considered

Reasons for Switching to Solutionreach

Pros

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.

Cons

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.

Alternatives Considered

Reasons for Choosing Solutionreach

Switched From

Reasons for Switching to Solutionreach

Pros

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.

Cons

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

Pros

I only use the newsletter section but it is not built well. I'd recommend Constant Contacts, MailChimp, or Active Demand.

Cons

In the newsletter section:

1. Images never want to load, not Jpeg or png. Causing me to call in every time I want to send out a newsletter or email (monthly).

2. If you try to go to the next screen without the email images loading, the entire newsletter deletes itself.

3. Half the time, images have gaps in between causing the email to look unprofessional. I thought it was something I was doing wrong, called in to see how to fix it - only to be told that's how their software works.

4. No preview line of text available to be added

4. Custom support line isn't great - or even good. Some are very friendly but it takes a long time to get ahold of a case manager to fix the issue and half the time they don't fix it, just make it work enough.

Pros

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.

Cons

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.

Pros

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.

Cons

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

Pros

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!

Cons

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!

Pros

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 !

Cons

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.

Pros

The features are nice but limited capabilites

Cons

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.

Pros

I loved the ability to text back and forth with patients. I find patients answer a text more than a phone call.

Cons

We had an issue with our messages going out. Customer service was not helpful. Would have loved to give a higher review but it's been 3 weeks since we have had appointment reminders go out and no idea when it will be fixed.

Pros

It reached some of our patients some of the time. Text message and email options allowed for multiple ways of reaching people.

Cons

Service often did not work effectively and it often lost sync with our database. Customer service line has a message to send a chat through their website and the website chat is always turned off... horrible customer service. Only had a responce when we asked to cancel

Pros

I like the ability to see all my patients in one dashboard or in each location.

Cons

They previously had a heat map to see your patients locations that you could sort by zip and appointment type. This was a great feature I wish they hadn't removed.

Pros

I love that we have our patient reminders go through this program. I also love being able to send birthday greetings out to our patients. Sometimes that is the only greeting that they receive. I also like the survey that is sent out after an appointment, notifying us if there was a problem or if the patient left happy.

Cons

Being in an office where our demographic is the elderly it did take us a while to get our patients "okay" receiving text messages instead of phone calls from our office.