Solutionreach Software

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.

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.

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.

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!

Pros

easy to use,love the texting and automatic patient reminders, the newsletters and birthday wishes all work seamlessly

Cons

The automatic reviews at one time had no filters but they have since correct that so don't really have any problems.

can't reasonably recommend this company, but I don't hate them anymore. We did come to an amicable resolution.

Cons

didn't have a great experience, but we didn't part as enemies.

Pros

Started out great.Now I am ready to sue them. So ready to get your money. So lazy to do anything. What are they thinking ???

Cons

Their changing platforms has created system incompatibility. The only person who can cancel the contract does not answer the phone. My next call is to BBB, then a lawyer.

Pros

The system has the ability to go back as far as 6 yrs to pull patients that had not been in the office. It can contact the patient and encourage them to schedule. It works.

Cons

This company tells potential customers they are partners with our office software. They say they can "read the files." Problem is they are not partners at all and with each update to the software the system breaks. When calling for SR to fix, they tell you to call your software company and have them send file info over to Solution Reach. The software company will not do this since they are not partners. They have reached out to Solution Reach several times asking them to stop deceiving its customers. In the end your stuck with an over-priced system that works ONLY if you don't update your office software.

Pros

Everything this program offers your practice. Including the different ways to communicate with your patients. Each patient has different needs as far as communication and with SR you can achieve that.

Cons

The worst thing with this program is only if you try and learn it all on your own it's a little bit of a challenge, its best to join in the informational webinars!!

Pros

It works so well to communicate electronically with patients. We have saved many hours per week with not having to make confirmation phone calls. We can text patients and they appreciate not having to answer the phone

Cons

Being in Canada and Solutionreach is based out of Utah, can make for some challenges due to mobile carriers from one country to the next.

Cons

-Appointment glitches
-Does not let you text patients back
-Does not let you edit appointments
-Will constantly send reminders to patients that already confirmed.
-There is no customer service phone number (had to contact them through sales).
-Nobody returns phone calls.

I hate you all!

Cons

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!!!!

Pros

I loved the service I received from customer service and the technicians, especially our trainer. But the service itself is amazing too, it helps our practice so much and I can't say enough good things about SolutionReach.

Cons

Honestly, there isn't much negative here. I will say sometimes it's hard to get to talk to a person on the phone when you have a problem, but I usually use the chat feature anyway.

Perfect for boosting your practice, updating and promoting your online presence and patient satisfaction. Texting communication and emailed newsletter's keep patients informed in this age of technology. Absolutely recommend to all practices, establish and new, for boosting your numbers and maintaining satisfied patients.

Pros

Online marketing has helped us contact new groups of potential patients. Newsletters keep patients informed of upcoming events, office hours and workshops. Birthday and holidays are never missed with their email program. An awesome tool to boost your online presence and in turn grow your practice.

Cons

Took a few videos of learn all the ones and outs, but well worth it! And in the end.... Nothing but positive reviews!

Pros

I love all the different reminder options for patient appointments and the fact that it is customizable.

Cons

I wish there were training tutorials available to that new employees in the office can better learn how everything on Solution Reach works.

Pros

I like the fact it reminds patients of their appointments. Its like having an extra front desk person.

Cons

Im not fond of the email responses we get when a patient responds to their appointment confirmation. It has a lot of useless info and needs more info about when the appt is etc.

This company will steal your money

Pros

It is fine as far as what it does. It is not the software that is the problem its all the extra charges they do not tell you about.

Cons

The company sneaks hundreds of dollars extra charges on to your account then tells you that you signed for those extra charges. When asked for proof of signing something they could not provide a signature of any kind.

Pros

Solution Reach has great functionality, new technology, amazing customer care, and always quick fixes when I have a problem.

Cons

Solution Reach Notify malfunctions sometimes, and gives me errors when appointment confirmations are trying to come through.

Pros

Very helpful staff. Online chat is fast and gets the question answered quickly. They can also remote in and help when there is something we are unfamiliar with doing. Conversations is a great way to contact patients in real time and get open appointments filled!

Pros

It can integrate with my software and patients can request appointments. There is also good customer support.

Cons

Cost. The investment, though worth it in the end, seems a little steep for a monthly fee, when once things are set up, there is seemingly minimal upkeep involved from a software and functioning side.