Solutionreach Reviews

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.

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.

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 two way texting with patients and capability for patients to text photos. I also love the "huddle" feature in conversations that allows you to create private or public groups amongst staff and message each other.

The deception that after our on boarding specialist got us, well, boarded that we would continue to have a customer service rep. available for us should we run in to any issues with the program itself or questions we might have regarding customization and further training. Thankfully I am a VERY quick learner and I was able to learn the system and it's functions fairly independently as I am the manager of communications as well as "trainer" for this program as well within my office.
*non existent syncs
*constant lies that someone will reach back out to us with updates regarding anything we have corresponded with them about
*absolutely ZERO follow through from "case managers", support technicians or management regarding any issues.
*30 minute minimum hold times when calling and days go by after emailing before anyone responds, if they ever do.
*not enough room to customize the pre-set templates in the system for our reminders and appointment types (email & text)
*promised 4 syncs a day (which is NOT enough for a practice that sees over 200 patients daily) yet we only end up getting maybe 1 or 2 a day so patient's are still receiving reminder information that is out of date, even hours after canceling or rescheduling their appts.
*blocking reminders so patient's don't receive out of date reminders because of the undependable sync, yet the blocks are somehow taken off and the patients get reminders for things they aren't supposed to anymore.

My favorite part about this software is how often it syncs our data. Our office's schedule consistently changes every day. I love that when a patient cancels their same-day appointment, Solutionreach notices that and will not send them a reminder/review for an appointment that no longer exists. This has made our customer relations stronger. I also really love the support team. You can call them anytime and they are always happy to help solve any issues.

The only thing I dislike about Solutionreach would be that we don't have a lot of characters to use in a text when we are sending out Group messagesto our patients via email and text. The email has unlimited but the text only has about 100 characters and we have to include the patients name and our practice name and phone # in the text so by that time it is really hard to offer different appointments as well as personalize the text message.

What I like most about Solution reach is how easy it is to use, and how quickly we are able to text and get ahold of patients. A lot of patients now days won't answer their phones if they don't know who is calling. But when you are able to get ahold of them via text message, it makes things so much easier.

What I likes least about Solution Reach isn't much. The only thing I can think of is when you can't reach a patient through their landline. But aside from that small thing, I have no complaints with the use of this software. It's been a huge help to the office that I work in.

It does have some convenient features such as SR schedule and SR intake.

Very poor support. You get an onboard specialist that you pay extra for who can't be reached for days. THe onboard specialist don't know much about setting up your system either. The technical support is almost non-existent. It would take 1.5-2 hour of holding at least to reach someone by phone. Online chat technician doesn't know anything and you can waste hours with them without solving any problem. I guess the company doesn't spend much time training their people to be competent.

I loved the ability to add this software to our office as out EMR was lacking this feature.
The communication abilities with patients was great.
I loved being able to reach our to patients remotely in the event of inclement weather and cancellation or closures!

Some patients complained about multiple contact attempts etc but this was just an error we made as a new user learning to select the proper settings, etc.

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!

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.

The reminders are fantastic! Very easy to customize how often messages go out via both text and email. The surveys and reviews are helpful as well. Tons of options for staying in touch with patients via newsletters and social media.

Additional costs for new features; there are occasions where messages have trouble getting through--be it patient confirmations coming in on our end or patients receiving messages for appointments they've already rescheduled.

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.

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.

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 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.

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.

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 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.

ORIGINALLY, EASE OF USE AND EASE OF ONBOARDING

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

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.

Patients' appointment reminders and conformations

Group message like email and text message

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.

Appointment reminder options and tablet app for patients to fill out their paperwork, customer service is great-never have to wait long to speak with someone on the phone or online chat.

The extra features/products being added are an additional cost on top of monthly fee, part of the integration with our practice management software could be better.

Not much yet. It does sink with my data base. But even so it makes so many mistakes and the reminders are so ambiguous it is crazy.

I have NEVER had so many patients go to the wrong office as I have since I have been using your email and text reminders. I was told by the sales person that your product would be a benefit to me and my patients. It has proven to be the opposite. It is irritating a ton of my patients and I am exhausted from hearing and dealing with my patient's complaints who are angry because your reminders do not make it clear as to which location their appoint is scheduled. When they finally make it to the correct location they are angry and their appointment is over. So, I get to figure out how to accommodate them when it is now time to seat the next patient. Basically, I get to work double time under a huge stress load.
Their design team is horrible. If you like crappy looking emails sent to your patients then solution reach will make them for you. I find it ironic that their name is "solutionreach" because they cannot seem to come up with solutions to fix simple software and design issues. All you get from these guys is "nope, can't do that, no, sorry, can't and so on. I have never seen a company be so reluctant to try new things to reach a solution that might benefit their customer and their patients. Do not sign a contract with these people

I like the fact that it syncs with my dental software and can pull up patients appointments and send reminders including birthdays. It also sends out patient surveys.

It can not link the survey to my google reviews.

It had a great reminder schedule and even sent sweet birthday messages. helped out patients remember their appointments even the day of.

You could not get a hold of support when you needed them. No way to even call in. You get a message stating they are not taking calls, to please email them your request. It took 4 days for a return call. Also did not integrate with Curve for Recare Reminders