Solutionreach Software

Very Disappointing Once We Signed

Pros

Lots of Activity to get us to sign, very upbeat and positive until after we signed on the dotted line. Required lots of time on webinars to get any function and when no results were obtained there were no solutions. Program was sold to us with promise that features for our industry were intact. They were not

Cons

Features do not work as advertised. Company keeps fictitious numbers making it look like results were obtained when they were not.

Patient Reminder Software

Overall a pretty good experience.

Pros

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.

Cons

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 product for businesses

Pros

The different options available to communicate to patients has really helped our office out.

Cons

The lack of images and templates offered for email blasts is what I like least

Excellent company, people, product

3 years perfect service full schedule, less cancellations, less holes in the scheudule

Pros

Everything they do, I (we all) love. We have never had better communication with our patients.

Cons

every office does not use it, that is the only con.

Couldn't ask for a better company!

We have had a great response with appointments!

Pros

Overall we have been happy with SR! The customer service is great as well!

Cons

The only thing we wish we could edit is how patients receive notifications.

Very Unhappy

Pros

Haven't found one yet. So far our interaction with customer support and all the functions of this software are inferior to Demand force. I wish that it was not true but that is our experience.

Cons

We switched from Demand force because Eagle soft quit supporting that system. Since switching we have had nothing but problems. And I wouldn't be submitting this if customer support hadn't been difficult. We were averaging 4-5 five star reviews a month and since switching we haven't gotten any form our patients. Also our patients are mad because they are getting reminders for one appointment to every phone number in the family. We were very happy with demand force and the transition has been a pain. I will remove this review if our problem ever gets resolved.

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

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.

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.

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.