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.

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.

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.

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.

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.

Nothing - everything was difficult and was not user friendly

Customer service & usability - nothing that was told was great - text messages are limited to certain amount of characters- trying to get out of a contract was difficult

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.

First and foremost this product is very user friendly.

The practice has not experienced any issues with this product.

Overall a pretty good experience.

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.

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

Started out great but turned into a disaster

Good reporting features and easy to use. It is easy to track open rates and other useful information for your campaigns.

Customer support and reliability are awful. We left because we could not count on them and when they screwed up they don't admit their errors which is very frustrating.

We love the communication options it offers our practice and our patients. Solution Reach allows us to easily confirm and adjust appointments for our patients to each person's specific needs, whether it's through phone, text, or email.

The one downfall of Solution Reach is the lack of ability in modifying the smart reviews. It's a generic message that cannot be personalized to each practices individual needs.

Was great for the most part

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

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.

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

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.

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.

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

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.

Everything was going smoothly until COVID. Then the company automatically shut off the system so no messages were going out according to our settings. They didn't even let the providers know they were doing so.

I loved the ability to text pictures...

the customer service is horrible. We cancelled our contract with ample notice and they refuse to give us a refund on an over charge and refused to accept a written cancellation AND renewed our contract automatically. [SENSITIVE CONTENT HIDDEN] are no help

Love the software. It really helps us keep our schedule up-to-date and also allows our staff to focus on other areas.

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.

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.

Not supportive

What was sold to me as support and compatibility with my software (not true to the product)

Support and errors - impossible to reach anyone and so many issues - nobody cares.

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.

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.

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.

Terrible experience. Our physician died because of covid and had to shut our practice down, after being signed up forcefully since 2017 but they now magically refuse to cancel because we never gave them a cancelation notice. Since February 2021 we have been constantly calling and emailing to no avail but evert month our credit card gets charged.

None sorry there is nothing good to say about this company. They will avoid you after you have signed up with them.

Horrible horrible company if you are fortunate enough that you don't need to contact them, then great all is well but if you need help of what ever the situation might be these guys will not be there and you will end up paying for something that does not work. Think twice

I would not recommed this service to any medical practices, look elsewhere!

Originally SolutionReach worked well for transferring patient reviews to a testimonials page on our website.

All of the software failed. Simply quit-working. Could no longer integrate with our patient management system and no one was willing or able to help to get it back on track.

A lot of very happy patients receiving text messages from us instead of phone calls and voicemails! and much more of course.

I love how this platform integrates with our practice management software so it does all the tedious work for us, recalling, appointment reminders, eyewear notifications, etc. Customer service always goes above and beyond my expectations (which are pretty high) in achieving odd requests like a contact lens 'drip campaign' which will auto remind our CLS wears when its time to purchase more contacts as to not over wear the ones they purchased at the time of the exam. When I do have to call because of a glitch or issue with SR customer service always has it resolved in 1 phone call. All around we are very pleased with the services SR provides

The only thing I would ask to be improved on is that if a patient only has a cell phone on their account but the patient opts out of texting the platform will NOT call them, you have to pick up the phone and call the patient yourself.

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

I loved the ability to text back and forth with patients. I find patients answer a text more than a phone call.

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.

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

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

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.

We were not very happy with Solutionreach most of the time due to so many problems we had that I mentioned above.+

We actually switched from Solutionreach to Weave because Solutionreach is not compatible for most cell phones. Most patients use cell phones for notifications so we were paying for something that we could not use alot of the time.

That it was not compatible with very many cell phones and they stayed down alot of the time. We had alot of issues the entire time we had this software.

Poor customer support!

Confirming appointments, recalls, and reaching out it to broken appointments

Poor customer support!! I have emailed, and phoned several times over 60 days and no response. I was sold an additional product that I am unable to set up and the free trial ends tomorrow. So, they are going to charge mw for a service that had not worked. I emailed the rep who sold it to me. His response was he just sells the product...sorry. very disappointed with this company's customer support!

REALLY FAILED AT PROVIDING ANY CUSTOMER SUPPORT

ORIGINALLY, EASE OF USE AND EASE OF ONBOARDING

CUSTOMER SERVICE AND SUPPORT WHEN SIMPLE CHANGES ARE NECESSARY TO YOUR ACCOUNT

Saves me time and money! Frees up some time to do other work that would otherwise be on the "back burner".

They do a lot of my daily tasks that would normally take a lot of time that I could be using elsewhere. So nice, and they integrate iPads into the system for our new patient forms, makes it generally quick and easy to check in a new patient. LOVE IT!!

There is a charge for any new feature that I think should be part of the whole. It's not terrible, some of it we are fine without, but it would be nice.

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

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.

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.

Some of the customizable features were limited.