Solutionreach Software

Solutionreach - Satisfied Customer

We had only had a few issues in 1 1/2 years. When we do, customer services has helped us.

Pros

We use several of the products offered and am happy with everything. I use the unlimited texting, communication, Surveys and Reviews.

Cons

There are a few reporting restrictions; unable to sort reviews/surveys by calendar week/month/year. Hopefully, they are working on this feature. It is all or nothing currently.

Office ease!

Pros

Texting clients is easy on the desktop app AND on the iphone app! Chat support is excellent. Customer service is equally wonderful and helpful.

Cons

I keep getting SR Communication errors and issues communicating with my server.

SolutionReach takes confirmations off our plate and allows the patients to communicate digitally with ease.

Pros

We can communicate more fluidly with patients in real-time through text message and email. We are also able to send out surveys that they can respond on their phone. They can request appointments as well.

Cons

The price points for their service could make it prohibitive for some offices. Also, if the computer goes down or the server goes down, their software won't communicate and with eaglesoft it sometimes has glitches.

Disappointed

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 is life changing

Amazing

Pros

Convenience, easy to use, user friendly, makes it easier to connect with patients and patients to connect with us!

Cons

Wish I could share reviews to Google or Facebook.

not spectacular

overall id have to say i had a negative experience. i ended up having to correct mistakes daily

Pros

i liked that it did cut down on the amount of confirmation calls i had to make

Cons

the amount of inaccuracy was just too much

Solution Reach Review

Pros

The idea of the functionality of the software.

Cons

Too many times multiple patients were still being reminded of appointments they had cancelled.

Great product

Was great for the most part

Pros

I like the ease of use on line and being able to customize most things

Cons

I did not like that I could not customize reminders for patients. Some patients seem overwhelmed by the reminders and would be nice to be able to customize it on our end. Also, I don't like that reviews could not get pushed directly to search engines or review sites without having to pay more.

Dentist Beware. Learn from my mistakes

Pros

When the service was working, it was working well. Reminders sent on time.But to be perfectly honest thats it.

Cons

Initially had trouble with specific cell phone carriers. Patients would receive the reminder but the reply would not come back to us. Customer services did not believe the patients and had us obligate our patients to take pictures of their cell phones to verify the incident.( THIS HAPPENED ABOUT 30 TIMES!) Patient became annoyed. AND NOW, the cherry on top, we have switched office software. We realized that my office had grown and we needed a better software so we decided, because it was best for us, to switch to Dentrix Ascend, which is a cloud based software( Great Program). These guys are not compatible with Ascend and are not willing to let me go from my contract. They want me to pay the remaining portion of the contract.(which is a lot of money for a small business like myself trying to make it in these difficult times).They have BULLIED me for weeks telling me that they are willing to provide services but its my fault I switched programs. Owning your one business is difficult and every cent counts to make it or fail. Im having trouble sleeping and even my concentration at work has been affected because SmileReminder lacks humanity, only interested in getting paid and now getting paid for doing literally NOTHING cause its not working with Ascend. I have to pay them and my front desk to confirm the appointments. Small offices beware.

RUN FOR THE HILLS!

Overall experience has been horrible. The product was OK, but that experience has been completely offset and overshadowed by the TERRIBLE customer service. Would only recommend to a business that I wanted to see fail.

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.

Good Features but Costly

Pros

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

Cons

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.

horrible customer service

As with so many businesses these days...their sales team is great and their customer services is completely lacking. This company is impossible to reach. We are new to SR and haven't even had the account turned on because NO ONE RETURNS MY CALLS OR EMAILS. The recall system is pulling the wrong data...2.5 hours on "chat" with no resolution and the promise to call me within 48 hours. It is a week later and no one has contacted me. I'm cutting my losses now. It's really too bad because their features look good. But I've invested enough time in this totally unprofessional business.

Pros

The software looks good and has nice features

Cons

Their customer service is non existent. Be prepared to use "chat" as your only source of tech support.

Solution Reach as your solution

Excellent customer service - they are there quickly when you need them.

Pros

Very comprehensive for staying in contact with customers
A lot of options from which to choose for methods of reaching customers
Customizable

Cons

Often times a company that tries to do everything, succeeds in only doing a few things great and often times end up being mediocre. There are some improvements that could be made, but overall a good software company

Good Communication software

Pros

Couldn't be easier to use as a patient. Messages go straight to your email. No need to log in or set up an account.

Cons

Graphic design in messages could definitely be better done. The emails look outdated.

Makes Communication Easy

Pros

I like how easy it is to communicate with patients and how much time Solution Reach has saved me.

Cons

I wish that the SR Conversations had the option to only use the inter-office communications. We are an office of 24+ and not all of the staff needs access to the patient communication system. I feel like that would cause a lot of issues. But I would really like to use the SR Conversations for inter-office communications. The system we currently use has to be used IN the office. We have some staff members that sometimes work outside of the office and it would be nice for them to be able to be included in the day to day office communications

DONT GET YOURSELF IN A NIGHTMARE!

Look for another company! You have been warned!

Pros

Everything they explain, when they show it to you, looks good! If wish they could have more trained staff to handle and answer the questions.

Cons

The text appointment reminders feature that sends multiple text to the patients to the point they have received 4-6 text in one same day. I lost patients because of the system doing so almost every day, even when we took the patients out of the schedule!
Bad service! They will not return your call and when they do, they say they have up to a month to do something about the issue.
They are nice only the day they present the product to you! Don't sign the 2-year contract because they will not let you stop it and will make you pay the whole 2 years even if their product is crap!

Solutionreach

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.

It's Awesome

Fantastic customer service and once you subscribe to SR lots of great free tools, educ info etc.

Pros

SIMPLICITY! I LOVE IT! It makes the day-to-day communication extremely efficient with our patients. I like how easy it is to customize settings and preferences. No patient is the same, so why not taylor settings based on individual preferances. We can reach patients so much more quickly which takes less staff time and our patients love it too!

Cons

It does not interface with our current scheduling system, I hope with time they are able to sync up. Until then, this means we have extra info in two places and sometimes we have to check one or both system to find what we are looking for. I know they have integrated with other EMRs etc, hopefully they sync with IntakeQ in the future!

Awesome program

I would recommend solution reach to other dental practices. I had a good experience with them. It is user friendly and is not too complicated to use. If you are just looking for appointment confirmations and communication between patient's this is the software for you.

Pros

I liked being able to confirm patient's appointments without having to call them. I can communicate important messages to patients if they are unable to answer the phone.

Cons

I do not like the fees. It is relatively more expensive than other programs that do the same thing. If you want other functions they are an added on fee.

HORRIBLE! Run away as fast as you can!

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