Solutionreach Reviews

It has been a great value to our practice.

Pros:

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.

Cons:

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

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

Pros:

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

Cons:

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

Settled for Niche Industry Focused Platform

Comments: 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.

Pros:

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.

Cons:

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)

Used by us since 2014

Comments: 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!

Pros:

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.

Cons:

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

Comments: 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.

Pros:

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.

Cons:

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

Very happy with SR

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

Pros:

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.

Cons:

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

Comments: 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.

Pros:

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.

Cons:

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

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

Pros:

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.

Cons:

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

Comments: 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!

Pros:

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

Cons:

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.

Solution Reach for Your Physician Practice

Comments: This product has allowed me to reduce 0.5 FTE due to less phone calls being received in the practice. With Solution Reach we have been able to be more responsive to our patients via text messaging when it comes to appointments and sending patients test results.

Pros:

First and foremost this product is very user friendly.

Cons:

The practice has not experienced any issues with this product.

I've used better but it was ok

Pros:

There forms were easy to use but they had just jumped into the medical space, I believe.

Cons:

A lot of small things that we needed to figure out.

Stay away from Solutionreach

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

Pros:

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.

Cons:

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

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

Comments: 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.

Pros:

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.

Cons:

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.

Long time user

Comments: We had SR for many years and in the beginning they were very helpful. Then I suppose they got bigger and they no longer answered phone calls and switched their support system over to chat based only. The newsletter editing software has poor functionality and we used to be able to call in and have help in creating things until the company grew then that was no longer an option. We wished that the system could intergrate more with our EHR software. Otherwise over the years the platform has been awesome.

Pros:

We like this most for the amount of customization and control we had over how messages were sent out. We also liked that we were able to generate lists easily and send emails and newsletters to specific groups. The check in feature was also very helpful in the aspect of verifying patient info and signing forms

Cons:

The newsletters were a bit difficult to create and very slow. THe forms and info that patients filled out at check-in has no way of importing into our EHR system- we have to manually input everything. The forms would only save in .pdf format and our ehr system only allows us to import .jpgs. Also if the system were down for a period of time there was no alert or indication that patients were not getting messages, some type of alert would have been helpful. We added Doctible on as well because SR had no option of sending out a survey post appt other than emailing it (no texting)

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

Comments: 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.

Pros:

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.

Cons:

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

Comments: 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.

Pros:

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.

Cons:

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.

Comments: Good overall I just liked Demand Force better

Pros:

The patients received notifications on their appointments.

Cons:

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

Pathetic Support

Comments: A complete disaster.

Pros:

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

Cons:

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

Comments: Overall experience is a positive one!

Pros:

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.

Cons:

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.

Updated system but still out dated

Comments: 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!

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.

Problems!

Comments: When it is working it is great. When there is an issue it can take forever for them to respond or fix issues.

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.

HORRIBLE! Run away as fast as you can!

Comments: Infrequent confirmation of appointments

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

Great for multiple locations

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.

SolutionReach, Yes!

Comments: Using SolutionReach has defiantly freed up some value time for our staff. Not having to phone with reminder calls, or worrying about recall notices a real plus. Knowing that our patients are not going un noticed on their special day.

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.

Customer service is questionable

Comments: poor

Pros:

We liked many of the features, but without adequate support it is not worthwhile

Cons:

customer support was terrible despite continuous complaints