Rapport

User friendly and great for Avimark users

Pros:

Fast integration, easy to use and learn. Most of which I taught myself. Love the integration for Avimark

Cons:

Post cards, needs to switch to email reminders only, not make the client go in and turn it off. We as staff want to just decide to turn off.

Rapport Review

Comments: We have liked the reminder calls and emails for scheduled appointments but inadequate customer service and lack of full functionality for a product we pay full price for is frustrating. As we use multiple covetrus products, we have seen a negative shift over the last several years.

Pros:

The appointment reminders work well and have allowed our CSR staff to spend more time focused on other tasks,.

Cons:

When we were searching for a communications software, one of our main concerns was continuing to send postcards with our patients photos on them, as we always have through vet press online. We had multiple conversations about this feature and the importance to our practice. Upon starting last year we realized that the post cards were not sending our patient images. over the next six months I had to routinely call and check on the issue as there was no follow up from the company. Now we have been told that the product cannot communicate with impromed (another covetrus product) to pull the patient pictures, and there is no fix in sight. This news combined with the months of non-answers on the issue have left us questioning our choice in this product.

Not user friendly

Comments: The texting feature has been the most helpful new thing that we have gained.

Pros:

The text function is a great asset and we use it daily. Text reminders and the option to send messages for lab results has been very helpful.

Cons:

The messenger function on the app has serious issues that make it very difficult to use. The idea of a messaging/texting system is good, but the inconsistencies in how to open a message, notifications, and how to find a client is not user-friendly in the slightest. We are only able to search by last name, so if we have someone send a message with a common last name (e.g. Smith, Jones, etc.) it can be almost impossible to find their message and reply to them. In most situations like this, we end up having to call the [sensitive content hidden] which makes the messaging program useless. The notifications are inconsistent and only appear on some computers. We have three computers for reception, and they will show different notifications and open statuses.I have spoken with two representatives for Rapport regarding our concerns and have not heard anything back and have seen no improvements.

Rapport User

Comments: Overall, during COVID, Rapport saved us. Rapport handles some of the manual process items that my staff had to do freeing them to take on different tasks in the clinic

Pros:

I like that Rapport interfaces directly with Impromed so my CSR's do not have to perform extra functions trying to maintain separate systems.

Cons:

Cannot change wording on some of the reminders and have to contact Rapport customer service.

20 plus year AVImark user

Comments: it is a great time saver, especially that it marks appointments confirmed so we do not have to reach out to each client to confirm

Pros:

I like to automation of Rapport & the functionality of how we can set which reminder or confirmation emails go out to clients and are worded based on the type of appointment.

Cons:

I wish we could design our own package and pay for just the features we are using.

Rapport Review

Comments: Ease of SMS communication with our doctors on the road.

Pros:

Ease of SMS communication with our doctors who are on the road for all members of our team.

Cons:

Please update SMS messaging to include options of emojis, photos, selection of messages to be marked as "unread." Also a better notification system within the app is needed i.e. notification emblem on an iPhone message. In the notification History section of the app, update with "read by/sent/received" instead of Shown/Not Shown for better work flow management between multiple users.Also, allow more administrative accessibility to update reminders. Administrators need more autonomy to make these changes on our own, rather than having to call a customer service representative and wait for them to make the updates.

Love the integration with Avimark

Comments: I have been with Rapport since the early days. The email campaigns and reminders really have not kept up with technology.

Pros:

I love that it integrates with Avimark and the appointments appear on our actual calendar. This is a double edged sword though because sometimes clients do not enough to accurately book them.

Cons:

The email campaigns are clunky and difficult to use. They are not easily personalized the way I would like to do it. They look like an old Wordpress interfact and the whole thing needs an update.

Useful communications platform

Pros:

We chose and have not left Rapport for its integration with Avimark. We have come to reply on it for texting clients.

Cons:

Compared to other communication platforms, Rapport is not client-focused/user-friendly/visually appealing. Our texts are limited to 160 characters before splitting into two messages and do not appear as coming from our clinic phone #.

Love Rapport, it's easy to use and if I have questions the service team is always friendly.

Comments: Everyone has been very helpful if I do have a question about reports or sending mass messages.

Pros:

What I most like about Rapport is the reports they do for past due reminders and their no response to reminders reports. This is a huge help in keeping the system cleared when people have moved and such.

Cons:

I wish the text appointment reminders were immediate for our new clients, that's about all the negative I have found.

Rapport Review

Comments: We are happy with it, and am sure we'll stay with them.

Pros:

We've had Avimark/Covetrus/Rapport for a long time. I'm old school, and don't really want to go thru learning another program.

Cons:

The posting / invoicing / back-dating invoices - causes problems.

Review

Comments: it's OK, if the above would be made possible then it would be wonderful :)

Pros:

integration with Avimark & ease of use through files.

Cons:

a lot of hoops to jump through to send and receive photos and video with clients. This option should be available through the rapport assistant.

Review solicited under false pretenses, as a "user survey"

Comments: Client app is not good. On Google play only 500 downloads. It works poorly and is confusing. We don't tell any clients to use it.

Pros:

Best thing is not having to call to confirm every appointment

Cons:

Too many features are confusing to set up, and lots that is not used. If we used all the features as suggested, all clients would opt out, as it is many feel they are getting spammed.

Makes life easier!

Comments: Works well!

Pros:

That automatic text and email messages reach the targeted person or group with no worry. Appointment confirmations are so much faster and easier.

Cons:

Having to log in to another website is a minor inconvenience.

Rapport Review

Pros:

I like the integration with our PMS and the customer support

Cons:

more expensive with less features as other similar products.

Excellent

Comments: Easy to initiate and work with.

Pros:

Works seamlessly in the background, but can be manually changed if need be.

Cons:

A few negative issues with the on line portal.

Great reminders for U.S. but not for Canada

Comments: Overall, we are very pleased with Rapport.

Pros:

Our NO SHOW appointments have significantly decreased due to Rapport reminders being sent.

Cons:

We continue to have problems with our Canadian clients not able to receive reminders via text and phone calls. Email seems to work best

Review

Comments: love it

Pros:

integration with Covetrus Pulse. I like it alot.

Cons:

when texting a client from the medical record, there was a recent "upgrade" that changed the location of the "text" and "cancel" button. This is confusing.

Rapport is Helpful

Comments: Fantastic experience, would not hesitate to recommend to other animal hospitals.

Pros:

Rapport support was on the ready to make the transition effortless. The immediate communication with our clients has been superb.

Cons:

There are no features that we are displeased with.

Not as Useful as Entended-Droid App does not work

Comments: Considering cancelling all together.

Pros:

Being able to communicate via text from email, where you don't have to be logged in. Patient reminders go out automatically.

Cons:

The droid App for Rapport does not work and hasn't worked the entire time. Clients continue to get reminders, even after they've been scheduled. Difficult to setup reminders for how we business. Rapport is not as useful as anticipated.

Value for cost

Comments: Reminder appointment cards are not getting to the clients

Pros:

Nothing. Not a good value for the money.

Cons:

Not a good value for the cost clients aren’t getting the reminder cards

Come for the features, stay for the integrations

Comments: No issues so far. I'd recommend it to others

Pros:

It integrates seamlessly with Covetrus Pulse

Cons:

The email editor is dated and not user friendly

Review

Pros:

friendly employees, gets back to you in a timely manner, followups if need be, fixes issues

Cons:

not applicable .

Rapport Review

Pros:

What i loved most about Rapport was that it was integrated with Avimark. This made communicating with clients very easy.

Cons:

The thing i disliked about Rapport was that It was limited amount of space on the screen so things just looked very squished together.

ABC Vet Clinic

Comments: I don't feel like we have significant contact with anyone (vendor rep). We have had no trouble reaching someone when we need them, but it would be nice to have the reach out occassionally to check in and possible to offer some suggestions for a more visible and active account

Pros:

We love the text feature. This has been a great thing added to be able to reach clients for brief updates and share info in a quick efficient manner

Cons:

I alrady explained this in the previous page. We are not happy at all with the way 5 star reviews are managed. The client should have an easier option to share on Google, than having to repeat the process.

Rapport Review

Pros:

Most impactful has been reminders, follow ups and marketing materials

Cons:

Integration was slow in the beginning but works well now