I have used all the platforms out there and Solutionreach is the most customizable one of all. Not only are the appointments in google realtime but they map the route for the patients to get to ny practice. I can quick fill appointments when someone canceles last minute, birthday messages are great b cause it's a video of my staff. This has saved my staff a lot of time and energy and allows them to do more important things than try and confirm appointments
Solution Reach has been fantastic and hands free reminder software for us since implementation. Speaking of implementation, this was one of the easiest implementations I've went through in IT (Using NextGen EMR). I would highly recommend this company.
I am really blown away by the level of service SolutionReach has offered our practice top to bottom. Starting with our sales rep, to initial onboarding, and now creating newsletters and really teaching us how to leverage SolutionReach technology to assist serving and communicating with our patients to increase our practice efficiencies. In this day and age, we are finding more and more patients want the option to communicate with text messaging and this is just one of the many solutions SolutionReach has provided us. Additionally, the surveys and convenient way to send FB and Google reviews to our patients will continue to help us grow our online presence.
Russ, thanks for this review. We appreciate it very much.
This program is not as user friendly as many other options that are available. The worst part about them is that they automatically renew your "subscription" for 1 year on your renewal date. The renewal date is 18months after your effective date. They only tell you that in very small print of the bottom of the "contract" that they tell you isn't a contract.
Such a time saving software for front desk. Our parents rave about the text message reminders. They love getting them on the basis we send them since things come up in regular life.
Iris, thanks for leaving this review.
I wanted to share an update regarding the customer service at SolutionReach. After two changes in my case manager and a switch with my technician, I can now say that SolutionReach has improved their service tremendously. I have a case manager who regularly follows up with me and a technician who responds and fixes my issues within 24-48 business hours. Both are knowledgeable about the product and I don't feel as though I have to repeat the issue from the beginning every time I speak to them.
Not sure what prompted so many changes in staffing, but I am happy with the two women assigned to my account. They have been very helpful and extremely on-top of any questions or concerns I send their way. The only reason I can't give 5 stars is because I had to go through an extremely frustrating process to finally be assigned staff members who are putting their clients needs first. Would recommend using their services, but beware that customer service could vary from case manager to case manager.
Shreya, thank you for upadting your review. We really have been trying to listen to the feedback and make changes and improvements to address that feedback. I'm so glad you have experienced that improvement. We apprecaite that you took the time to share that.
This company has one of the worst customer service teams I have ever used with a third-party vendor. The sales team assured me that I would be assigned a representative to address any customer service issues I had for the duration of my contract. After the 90 day trial period, I was handed off to a tech that rarely responded to emails, picked up my phone calls, or had any useful knowledge about the software system. When I wanted to go live with the SR Schedule feature, it took 10+ hours of the tech trying to figure out why the sync wasn't going through from our PM for the schedules to upload on SolutionReach. Because she was remoted into the my computer, I was unable to do any work while they attempted to resolve the issue. In the middle of one of those remote sessions, the tech stepped away for over an hour to handle a "personal emergency" and did not notify me that she was leaving her desk so that I could use my computer! When she finally came back she messaged me through the remote and apologized for stepping away for so long. Finally, she decided to escalate the issue to a programmer and he was able to resolve it within a few hours. The entire process was frustrating, exhausting, and time-consuming. The feature to this day still does not work properly despite multiple forms of contact to the customer service team and meeting with their customer service assessment team to leave my feedback. In fact, the assessment team was more interested in bouncing off ideas they had about the SR product with me rather than fixing the issues that I was experiencing.
I am currently trying to get an additional location added to my contract for the appointment reminders to go out to our patients. It has been two weeks since I made the request and nothing has been accomplished. The tech emailed me twice asking to set up a time to connect so that she could complete the sync, to which I promptly responded with dates and times for when I would be available for the remote.
Aside to the customer service, the sales team does not accurately reflect how their product works and you have to invest a lot of personal effort and time to use SolutionReach for anything other than appointment reminders. Personally, I have had issues with SR syncing with our PM system, the SR schedule not working for some of my office locations, appointment reminders not going out on time, and SR not pulling correct information to send out recalls/collection information. Instead of releasing so many product lines, I wish they would focus on one or two and actually make them work. This company is a headache to deal with and I would recommend that you continue searching for other products on the market.
Patricia was helpful in reviewing my issue and getting it fixed. Made suggestions on how to eliminate future issues. Appreciated her suggestions.
Thanks so much for the kind words, Kris!
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!
Hi Megan, I apologize for the frustrations you've described. Could you send an email to community@solutionreach.com with your office name and phone number so we can resolve your concerns?
OUR OFFICE SIGNED UP WITH THIS COMPANY AND IT TOOK THEM MORE THAN A 2 MONTHS TO INSTALL AND THE DAY AFTER THEY INSTALLED WE WERE CHARGED OUR MONTHLY WHICH IS RIDICULOUS SINCE WE ONLY HAD THEIR SYSTEM UP AND RUNNING FOR 1 DAY
Solution reach has been around for 17 years and was the innovator in patient relationship management. The office I worked at saw tremendous benefit from the reminders and web presence enhancement.
This is the worst company. The customer service is horrendous and there system is completely broken. They stick you in a contract and renew it automatically, leaving you stuck for years! DO NOT SIGN CONTRACT
John, we tried to reach out via DM to get get more information and see if we could help. Please let us know if we can have someone reach out.
I'm on the phone with them now. I've been on hold 5 times, for a total of an hour, just to get some basic training questions asked. When I asked to speak to a supervisor the rep put me on hold for another 25 minutes. STAY AWAY FROM THIS COMPANY. IT REALLY DOESN'T GET ANY WORSE.
Whitney, I am very sorry for your frustration. I'd like to see if I can have someone call you to answer any questions and correct this. Please send me your practice name and number so I can have someone reach out.
Love SR, they are always there to help and their service has made it easy to make an office function. We no longer have to call over 90+ patients to give them an appointment reminder.
Rosy, thanks for leaving a review.
Solutionreach is great for confirming our patients and helping maintain a healthy recare system. I love the conversations program as it allows me to text patients in real time.
Thank you for taking the time to leave us a review. We appreciate it!
This is by far an amazing tool and learning experience. The only issue I have is that I requested demos and all I got was a phone call and them telling me they would send links so I could read more.
Mark, I think I can help. If you still want a demo or need more info on a product, please send me your practice name and number. I'll have someone call.
Solution reach has saved my practice time, money, and patients. It is like having an extra person in the office that picks up a lot of the work needed to be comepleted in the day.
Thanks for the review! We really appreciate your business.
One of the worst companies I've ever dealt with in over 10 years in the dental. Cody "the manager" couldn't manage a lemonade stand. If you need a responsive partner LOOK ANYWHERE ELSE BUT HERE
Hi Jonathan, we're sorry to hear you're having a difficult time and we'd like to help resolve whatever issues you might be experiencing. Please send an email to support@solutionreach.com so we can help you.
SR offers everything you need to be completely 21st century with patient communications. You will save many hours of calling to schedule and reschedule patients with this technology.
Thanks, Danielle!
We have been using Solution Reach for about 2 months now, & we love it.
Our schedule is pretty tricky but Solution Reach works well for us.
If I need help, They have a fast response.
Thanks for the review, Jason!
It is overpriced and under utilized for most offices. THEY HAVE A AUTO RENEW CONTRACT, BEWARE, I did not even know that this was legal. When I called to cancel (14 months after my 2 year contract expired) they told me that I could not get out for another 10 months. They Autorenewed my contract with out my knowledge. They auto renew it every year, I was aware that they had auto renewed it 14 months prior and also again 2 months prior to me trying to cancel service. It is in the fine print day one you sign the contract. I did not even think this is legal. They told me my options were to finish out the 10 months (even though My 2 year contract was up) or pay out 75% of what it would be to get out now. We are talking thousands of dollars here to get out of a contract that I had already lapsed my 2 years and then some. VERY SHADY COMPANY. Burnt once, twice shy.
Overview
Solutionreach has a rating of 3 stars from 125 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Solutionreach most frequently mention customer service, appointment reminders and front desk. Solutionreach ranks 14th among IT Services sites.
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Ryan, we really appreciate the review.