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.

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.

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

Very pleased. We switched from Weave and have had no issues.

The SMS is by far the best and most efficient way to communicate with our patients. It's been extremely helpful in reminding, confirming, rescheduling appointments. Our no show rate has decreased drastically.

Honestly I have no encountered any problems thus far. The software has been a huge improvement to our office.

The contract has autorenew . Price giong up. I was told that they bill only credit card and use my credit card with amount they wants to take without any notifications.

The same product as other companies. Nothing extra

last year 2022 was a lot of iteraption with service this yaer 2023 better

Overall, they are pretty inexpensive compared to other services and you will find out why. They got our practice to sign up with a great discount promising exceptional customer service but wasn't met with this promise. I know my way around technology pretty well, but would be worried for others that aren't and need extra assistance.

I like how they are niche focused to our practice. They are aware other clients have ran into the same issues looking for the same results. Not entirely 24/7, but you can reach anyone during the work hours pretty fast. The templates that are given are basic but good start if you have no background in marketing.

Since the platform isn't too developed yet, you run into a lot of issues where you have to reach out for help. You can reach someone right away but be prepared to tackle 1 task for 3-4 hours to figure out. Seems as if the representatives aren't educated enough about the platform because all they do is send you articles to fix yourself (which doesn't answer your questions sometimes)

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

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.

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.

None

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.

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.

I hate you all!

Costumer service stinks! Impossible to get a hold on to anyone! Worse yet, they don't even have a phone number to call! If you need anything resolved, you need to go to their wesite, type in your username, type in your password, log in, find the page for support, find a page for the chat support, wait however many minutes it takes for someone to show up on the chat, then you have to identify yourself, give your name, number, name of your office, then you have to request for a phone call, then you have to wait for a phone call, then you have to talk about any problems you may be having with the software (and believe me, you'll have plenty...!!!), then the guy you just spent 15 minutes explaining your problem over the phone is going to tell you something like: "I just answer phones, I need to transfer you to a technician who can help...", then you have to be on hold again for so long that you can even write a long review such as this one as you wait for them to pick it up (I'm literaly writing this as I'm on hold for them...), then you have to explain your problem all over again, hoping it would be solved by that person at the first time they try, and then pray to GOD it never happens again (which, it will), so you dont have to call these guys ever again! Not productive at all! And they though that changing to chat-only support would be a good idea....! ... Very disapointing, SR!!!!

A complete disaster.

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

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?

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

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

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.

Using SolutionReach has defiantly freed up some value time for our staff. Not having to phone with reminder calls, or worrying about recall notices a real plus. Knowing that our patients are not going un noticed on their special day.

I love that we have our patient reminders go through this program. I also love being able to send birthday greetings out to our patients. Sometimes that is the only greeting that they receive. I also like the survey that is sent out after an appointment, notifying us if there was a problem or if the patient left happy.

Being in an office where our demographic is the elderly it did take us a while to get our patients "okay" receiving text messages instead of phone calls from our office.

This product has allowed us to engage with our patients on a scale that we couldn't imagine before. We are more accessible, which allows us to respond faster and in methods that work best for our patients.

This product has helped our office become more efficient, and has saved us hundreds that would have been spent on recall post cards and staff time used to call patients about appointment reminders and eyewear notifications.

While they have been pushing out a lot of new products, they have been quite glitchy. We like where they are headed, there have just been a few bumps on the road to get there. Once they have ironed out the kinks, I'm sure everything will be smooth sailing again.

If you have to use Solutionreach, so be it, but there are a lot more modern, affordable options out there. It has some good features, but I think the negative outweighs the positive.

I really liked the review system built into the software, good online reviews are a cornerstone of attracting new patients and Solutionreach made it easy to send out. They also sent all reviews through a filter, and then automatically put up the good ones on your website.

The website was clunky, with a lot of features I was never trained in using, or interested in for our practice. It's also a very expensive product, and we were stopped from canceling use for a long time because they were basically holding our reviews through their software hostage. Once you stop using the software they delete all of those reviews, and we lost 50+ 5 star reviews, as well as it being an overall huge hassle to switch. They don't make it easy at all, and it was very frustrating.

Our patients love the appointment reminders, we have one go out as soon as they are scheduled, then 24 hours in advance and then again 2 hours prior to their appointment.

Automically send appointment reminders(as often as you require) also send birthday greetings. The added feature of SR conversations is very cool, it's as if the patient can text a friend at the office instead of calling for a quick question. Also love the newsletter feature.

I would prefer to have more than one designated customer service agent on our account. Sometimes we have to wait up to an hour for an answer to a question or issue we may have.

It's AMAZING. seriously makes front desk work so much less work!

Everything. The automated messages are totally customizable. The newsletter layouts are great. Using this is easier than ever. The 2 way text between patients makes the day so much smoother with less phone calls.

The only 2 things I can think of that I do not like, is the smart reviews, you cannot track where they came or where they are being posted. . and we cannot embed a video into our messages :( but those are minimal issues!

We were happy with Solution Reach, however, the management software we were using at the time integrated their own communication software within our current version. We no longer required a separate program for these features. Ending our contract proved to be difficult to say the least and the "manager" handling it was very dissapointing compared to the customer service experience we had received up to that point. Once we started the process of ending our contract, professionalism and customer service was extremely ugly.

Ease of use, variety of options and tasks available. Ability to customize communciations and scheduling delivery of communciation. Customer service was always helpful and prompt.

There wasn't much we didn't like about the performance of the software. We utilized it well and our patient communication was exceptional.

SR overall is very customizable for all needs.

My favorite part about we is the accessibility for where ever you are. Being able to log in form Home is the biggest for me as I need to cancel patient sometimes via text. This bring relieve to know i have so many options right in my hand.

My least favorite part about SR is the inability to add notes per patient for group messaging example being: if we create an ASAP list but "Jane" can only do Monday's there is not a way to add that side note.