Upper Hand

Upper Hand

All-in-one sport & fitness business management software

4.3/5 (24 reviews)

Upper Hand Overview

Upper Hand is a cloud-based, mobile platform built for any size sport or fitness business that simplifies operational workflows. The platform includes features to manage classes and events, appointment scheduling, memberships, point of sale, client marketing tools, facility management, customizable reporting, and more.

Upper Hand registration and booking features provide a seamless experience for clients, simplifying check out from start to finish, allowing them to pay however is easiest for them whether by credit, check or cash. Clients can schedule right at registration and access an automatically populated calendar with scheduled dates, times and locations without having to play phone tag and avoid double booking.

Never get double-booked again with True Availability - the first fitness software to combine all of your staff, programs, and facility availability into one, customizable calendar. Manage your retail with inventory management and automated workflows so you're always in the loop. Create staff and program-level payout rules to automate payroll with ease.

And with a focus on the client experience, you can have the peace of mind that your customers will never have issues from a third party.

Pricing

Starting from
US$75,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

United States

Supported Languages

English

Upper Hand Reviews

Overall rating
4.3/5
83% positive reviews
14
Excellent
6
Very good
2
Average
2
Poor
0
Terrible
Chris Z.

Their support is 2nd to none!

Used Daily for 1+ year
Reviewed on 2016/10/31
Review Source: Capterra

When I was in the process of considering software programs to power our indoor facility's lesson scheduling I reviewed three different companies. After considering the functionality and going through the original online meeting with the personnel from upper hand it was quite clear to me which would best serve my needs. At the time, I didn't even know how good their support network was but having called upon that several times I can attest that it would have been the number one reason for choosing upper hand.

Pros

Their customer support is beyond what you can expect. I reached out to Mike service representative on a Sunday evening recently and she helped me work through an issue that enabled me to find The names of kids on teams in a hitting league. I cannot believe she answered my question on a Sunday evening !!!

Cons

It can be a little bit cumbersome for the first time user but once the customers become accustomed to the software and the app, then the problem goes away.

Response from Upper Hand

Thanks for the review Chris!

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend

10.0/10
Matt P.

Tons of potential. Powerful software for what you pay. Needs some tweaking in areas on admin side.

Used Daily for 1-5 months
Reviewed on 2018/01/25
Review Source: Capterra

Pros

The ability to create events and set a schedule is great. Inviting new clients is easy and from my customer feedback it sounds like registering is a pretty easy process.

Cons

On the admin side there tends to be some areas that take a few too many steps to complete a process. Whether it's changing details in an event, or simply trying to see who is registered for event, it tends to be a much longer process than it should be to retrieve or adjust the information. A quick pull up on the calendar of who the attendee(s) are for an event would be nice. The process to find that information now is quite time consuming and can be frustrating.
There's seems to be bugs in random stuff you do. Having events randomly not show up in the calendar can be frustrating. Double booking has never been an issue as the system still reflects the proper availability for an instructor, but on the admin side, I need to see the schedule in full detail.

Response from Upper Hand

Thanks for the feedback, Matt! Since you posted this review, we have solved most of the issues that you have listed! Below are the updates:

1. Easy attendee view from the calendar
2. Simple event check-in drawer
3. Weekly calendar view and customizable calendar columns
4. Ability to "clone" events so that you can easily duplicate/edit existing events

We're always working to address bugs as well, so with more specifics on that, we can certainly get them cleaned up. Thanks again for the feedback!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Brett L.

Frustrating

Used Daily for 6-12 months
Reviewed on 2017/05/19
Review Source: Capterra

Pros

I like the concept of what they are trying to do. I really believe there's a need for it and was sold from the beginning from the sales and marketing team who told me everything or software could do. Also their customer service is very good, they have a support team that gets back to you quickly which is always great, but I think they are overwhelmed.

Cons

I'm really not one to complain, but this experience has been very frustrating. Like trying to hang onto a greased pig. Especially trying to get to the root of the problem-- it's really difficult to do and feels like you have to fight to get real answers.

For every camp or clinic we post, there seems to be some bug that customers can't figure out. And I can't help but feel that the upper hand team is blaming that on the customer or on us rather than taking steps to eliminate recurring confusion.

I feel like to the upper hand team, any issues are no big deal as their development team is working to fix them.. but those issues end up being hours and hours for me having to bring those customers back around and get them manually signed up.

Additionally, when I was sold on the program, they showed me functionality that would be useful in facets more than just camp sign-ups. Lesson sign-ups, memberships, crm And some others. Just having those would have made the software pay for itself by canceling other software's. However, once we started, we found that those other functionalities did not have the features we needed to be able to use them.

I think the software has tons of potential and could be very useful, but I think it needs another one or two years of development with close customer feedback. I don't think it's worth it to pay for it as it is now, I think there are better options.

Just my two cents, happy to discuss my experience

Response from Upper Hand

Thanks for your review Brett and we are sorry about your experience using Upper Hand. You definitely hit some bugs as we transitioned into a new interface, and we'd love to show you the new platform after implementing your feedback.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

4.0/10
Sarah A.

Customer service is second to none. The Upperhand team is knowledgeable and always willing to help.

Used Weekly for 2+ years
Reviewed on 2018/01/29
Review Source: Capterra

Pros

As a small basketball organization, Upperhand software has provided a platform for our clients to register for our training online, as well as schedule their sessions and keep track of their payments. As a result, we have become more organized in tracking the payments we receive. We have also been able to build a database of clients and can streamline our communication with them through the software.

Cons

As with any software, we as an organization have to monitor and update payment and scheduling information through the Upperhand system. For example, if an athlete forgets to schedule his/her training session, we have to go in and manually schedule it for them. Otherwise, their credit will not be deducted from their account.

Response from Upper Hand

Thank you for the review and your continued support, Sarah!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Brian L.

Terrible customer service

Used Daily for 1+ year
Reviewed on 2019/06/29
Review Source: Capterra

Overall experience has been not good. The concept is great and there are some good things that it does but overall it runs bad. The program is very glitchy and there are alot of bugs. The app also runs horribly. It is not user friendly and can be confusing for clients to sign up and book lessons. The worst part about this companies product is their customer service. It’s takes forever for them to respond and their is not 24hr support. They are based on east coast and my Academy is on west coast. I’ve had major issue come up about their system and I have nobody that can help me. They are also non existent on the weekends. Very very frustrating!

Pros

I can have all the profiles of my clients and I loved the idea of the mobile app

Cons

How the software runs and their customer service

Response from Upper Hand

Hi Brian,

Thanks for your review, and I'm sorry to hear you feel we've fallen short on our service. We do our best to support customers in all time zones, however, our support is not 24/7, nor do we promote that. We are happy to set up scheduled calls with customers outside of normal support hours and do so frequently. If there is anything else we can do to improve your experience with Upper Hand, please let us know so we can address them as soon as possible. -TW

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

0.0/10

Upper Hand Pricing

Starting from
US$75,00/month
Pricing options
Free Trial
Subscription
Value for money

Upper Hand Features

  • Automated Scheduling
  • Class Scheduling
  • Electronic Payments
  • Event Scheduling
  • Registration Management
  • Reporting & Statistics

  • Activity Dashboard
  • Attendance Management
  • Automated Billing
  • Automatic Notifications
  • Automatic Reminders
  • Billing & Invoicing
  • Calendar Management
  • Client Portal
  • Credit Card Processing
  • Customer Database
  • POS
  • Recurring Billing
  • Time & Attendance Tracking
  • Website Integration

Additional information for Upper Hand

Key features of Upper Hand

  • Audience demographics
  • Compliance management
  • Contact groups
  • Contact management
  • Custom waivers
  • Discount management
  • Encrypted payment info
  • Event invitations
  • Facility management
  • Financial tools
  • Fraud protection
  • Game results tracking
  • Marketing
  • Merchant and payment gateway
  • Mobile app
  • Multiple trainers
  • Online registration
  • Online social conversations
  • Payment processing
  • Point of sale
  • Reporting
  • SEO management
  • Scheduling
  • Sports business intelligence reporting add-on
  • Team assignments
  • Transaction details and reporting tools

Benefits

  • Upper Hand is built with each individual business in mind, offering custom features based on specific business goals.

  • Upper Hand helps simplify the client experience, making it easy for your customers to engage with your business.

  • Spread the word with event invitation emails and reminders, plus surveys and powerful SEO to help bring clients to your programs.

  • Let clients schedule right at registration and stay on track with automatically populated scheduled dates, times and locations via the app.

  • Built-in financial intelligence and reporting helps owners take control of the most important aspect of their business and make informed decisions.

  • Upper Hand FAQs

    Below are some frequently asked questions for Upper Hand.

    Q. What type of pricing plans does Upper Hand offer?

    Upper Hand offers the following pricing plans:

    Starting from: US$75,00/month

    Pricing model: Subscription

    Free Trial: Not Available

    Q. What are the main features of Upper Hand?

    Upper Hand offers the following features:

    • Audience demographics
    • Compliance management
    • Contact groups
    • Contact management
    • Custom waivers
    • Discount management
    • Encrypted payment info
    • Event invitations
    • Facility management
    • Financial tools
    • Fraud protection
    • Game results tracking
    • Marketing
    • Merchant and payment gateway
    • Mobile app
    • Multiple trainers
    • Online registration
    • Online social conversations
    • Payment processing
    • Point of sale
    • Reporting
    • SEO management
    • Scheduling
    • Sports business intelligence reporting add-on
    • Team assignments
    • Transaction details and reporting tools

    Q. Who are the typical users of Upper Hand?

    Upper Hand has the following typical customers:

    Large Enterprises, Mid Size Business, Non Profit, Small Business

    Q. What languages does Upper Hand support?

    Upper Hand supports the following languages:

    English

    Q. What type of pricing plans does Upper Hand offer?

    Upper Hand has the following pricing plans:

    Subscription

    Q. Does Upper Hand support mobile devices?

    Upper Hand supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Upper Hand integrate with?

    We do not have any information about what integrations Upper Hand has

    Q. What level of support does Upper Hand offer?

    Upper Hand offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support