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

Puntos en contra:

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.

Puntos en contra:

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.

More for slowly patient flow

Puntos a favor:

Ease of communication and digital forms.

Puntos en contra:

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

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.

Puntos en contra:

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

Take the hassle out of appointment setting

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Avoid their long term contracts and fine print

Comentarios: Was fine until the current [sensitive content hidden] took over. Then Support was outsourced and horrible. Then features stopped working and were never fixed. Then they tripled my fee in less then a year breaking their originally promises. then when I tried to leave they brought out the fine print, but if I stayed they refused to fix the myriad of problems so they released me. Then they backbilled me because their server kept sending out automated messages. I was with them for over 5 years and they had no loyalty and no honor when it came to keeping their word. I would avoid this contract oriented sales company at all cost. There are less expensive, more honorable companies out there.

Puntos a favor:

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.

Puntos en contra:

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.

NOT FULLY COMPATIBLE WITH DENTRIX

Comentarios: Fine at first. But then calls started coming to add on some features. Which I decided to do. My Rep called constantly trying to get me to sign up. Once I did and tried to get a hold of the rep for some questions he would not answer or return a single call. His name is [sensitive content hidden]. I have not heard back from him at all. Not one returned call. Then decided to call costumer service only to find out the the feature that he tried so hard to sell to me, which i signed up for,is not compatible with Dentrix (Insurance verification) unless I go in and edit every patient in the solution reach platform ( no one has time for this). I am very disappointed in this rep and in the solution reach system as I had made adjustment to my staff to have solution reach take over this function. I now have no one verifying insurance due to solution reaches lack of compatibility with Dentrix . [sensitive content hidden] was truly just interested in a sale.

Puntos a favor:

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

Puntos en contra:

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

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

Puntos en contra:

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

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.

Puntos en contra:

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

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

Puntos en contra:

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.

Long time user

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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)

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.

Puntos en contra:

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)

Puntos en contra:

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.

Puntos en contra:

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.

Puntos en contra:

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 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.

Puntos en contra:

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

Pathetic Support

Comentarios: A complete disaster.

Puntos a favor:

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

Puntos en contra:

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?

Very unhappy with this company.

Comentarios: Solutionreach does not allow me to control my business how I want to.

Puntos a favor:

The software did get reminders and recalls out to patients as expected.

Puntos en contra:

Company was too controlling. When we would try to change or customize, the company would change our preferences. I also felt the service was too expensive for what was provided. But the biggest complaint I have is that we were told that after a one year contract we would not longer be on a contract. So when we decided to use a different service, the company claimed we had a contract to continue, which they could not produce. They refused to stop the service, they refused to stop charging us monthly, and even when we physically deactivated patients so they wouldn't receive the messages, the company REACTIVATED them. This borders on dishonest. There are much better choices.

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

Puntos en contra:

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.

Patient Engagement

Comentarios: Solution Reach opened up a number of avenues to help us better engage our patients and potential patients. They made it easy for us to try and buy and we've never turned back!

Puntos a favor:

The software turned our simple phone system to messaging offering another way to engage our patients and potential patients.

Puntos en contra:

Would love to be able to do patient appointment scheduling online, but doesn't adapt to our emr, but we keep checking back!

Anytime help is needed they are there. Our office reaches many of our patients this way.

Comentarios: Automated patient communications.

Puntos a favor:

The automated nature of the system. With a few initial set ups you can use the system to do much of your busy time consuming phone work for you. If you really want to get your monies worth then you can also use the newsletters and different options to add more to your experience.

Puntos en contra:

The only real con I have ever noticed is just like everything these days there are add ons. I personally would just prefer the whole package be offered at one cost. I understand though that some offices prefer to piece their products together so this is why it is offered this way.

Solutionreach for a independent practice

Comentarios: My overall experience was very positive and would likely still be using them today if we would not have been forced to change EMRs and now has an already built in system similar to this.

Puntos a favor:

I loved the ability to add this software to our office as out EMR was lacking this feature. The communication abilities with patients was great. I loved being able to reach our to patients remotely in the event of inclement weather and cancellation or closures!

Puntos en contra:

Some patients complained about multiple contact attempts etc but this was just an error we made as a new user learning to select the proper settings, etc.

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.

Puntos en contra:

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.

Solution Reach is fantastic

Puntos a favor:

I love the ease of use, that I can send a quick email or text to a patient instead of having to call them. Its nice that patients can communicate that way as well

Puntos en contra:

I do not like that if patients have a cell and home number, or email and home number (landline) that the landline is dropped. We have elderly patients that do not use their email and cells as primary contact #s but still want to recieve the notifications, but if i put all the contact information in SR drops the landline.

Reliable reminders and easy communication

Puntos a favor:

Many options were available. Our office didn't utilize all of them, but they were there if we wanted to use them. The information extracted and implanted into our dental software was integrated well.

Puntos en contra:

Some of the customizable features were limited.