SolutionreachReviews 125

I would say solutionreach as a whole is not the problem but a lack of service, training and motivated account managers. We've been with them for about 8 years. Never have we had training on new features, information about updates or upgrades so when we go searching for something new guess what... they have all new features and may have sent a generic email about them a few months ago. To make matters worse when we ask to get free so we can switch they claim $2500+ to get out of a renewing contract that we had no clue about. Really! Sticking a $2500 bill to a small business trying to make it through this pandemic is down right disgusting! People should not do business this way, we certainly don't. And if you want the latest and greatest technology for your practice don't look to them, they may come up with some but you'll never know about it.

UPDATE: While I did get a request a few weeks ago for my contact information so this could be resolved... I have not had a call or email to follow up! Terrible!

I have had continual issues with Solution reach since I started with them a couple of years ago. The system stops synching with my computer and is useless. This time it has been 5 days and I have spent over 5 hours in the last few days trying to get the issue resolved. It is impossible to get through to any one in technical support and they all say the same thing, "we are working on it, your ticket has been escalated" but nothing happens and no one ever calls back when they say they will. It results in very confused and frustrated patients who are not getting reminders or are getting the wrong reminders. Total lack of any support for customers.

For a communication company they haven't figured out how to master this. Once you sign up and get past the sales person everything goes down hill form there. Still waiting to hear from our success coach. We were told email was the best way to contact her, I have yet to receive a response. Had to call the sales rep. To get the install rescheduled and now waiting to hear when stage 2 of training will be. Ready to cancel service before we can even get it up and going. Horrible customer service and no communication.

I attended a bunch of the training sessions at Solutiontech. We have been using the product for 2 years already. It was nice to find out about other stuff. We thought about signing up for more services, but we are having some issues with our reminders going to peoples spam blockers on their cell phone so we decided to wait until spring to see if the blocking issues get better. I have to say to actually talk to someone/support is horrible I had to hold on the line for 3 hours when our system went down a few weeks ago. We are family doctors and use the system basically for appointment reminders.

Once we started with SR, we reactivated a handful of patients that we haven't seen for years! I love the appointment requests when pt's schedule their own appt. They really go out their way to make things easier for offices. When I call in for customer support, they often have long hold times but it's pretty easy to navigate so no need to call often. The Solution Teach event was cool, I liked the set up of it and the ease of browsing through products, etc.

We've been using SolutionReach in our practice for years. They are always adding new features that enhance our practice in ways I didn't even know I needed. Their services are invaluable to our practice. I will say, however, that they do not get a 5-star rating due to customer service call wait times. Their pre-recorded message says, "We are experiencing high call volume due to so many people inquiring about our new_____." I would prefer that they focus on their existing customers needs and have a separate department for new customer inquiries.