TrustRadius Insights for Solutionreach are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
Solutionreach has had a significant impact on office efficiency and time management, resulting in cost savings and streamlined recall and notification processes. Users have reported that the software is highly customizable and easy to use, allowing for effortless appointment confirmation without phone calls. This feature has not only reduced no-show rates but also increased office visits. The ability to customize reminders in Spanish and edit message content has been particularly valuable. In addition, Solutionreach provides a range of features such as online scheduling, two-way texting, webinars, blogs, and an education center to keep users informed and educated.
Dental and healthcare organizations have found Solutionreach to be a valuable tool in solving time management issues. The software's text and call notifications have proven to be particularly useful in improving patient visit retention, communication efficiency, and overall organization. By automating appointment reminders, material notifications, and facilitating easy patient communication, Solutionreach saves a significant amount of time and effort for users. It also offers valuable services and products that benefit medical offices in terms of patient engagement, appointment management, marketing strategies, and patient satisfaction.
While the product has received positive feedback for the value it brings to dental practices by keeping schedules full and confirmed, reducing no-shows and cancellations, engaging with patients, and streamlining operations to save time. Some users have expressed frustration with the lack of support from the company. Despite this drawback, Solutionreach is still highly valued by staff members and considered an invaluable tool in their daily clinic operations. Overall, Solutionreach offers an effective solution for improving office efficiency, enhancing patient engagement, and optimizing time management for dental practices and healthcare organizations alike.
We used Solutionreach for all of our locations to provide customer e-communication services including appointment notifications, recalls, 2-way texting and surveys.
Pros
Robust user interface and customizeable templates
Wide range of features, creative e-communication strategies
2 way texting using your office phone number so it's readily identifiable to your clients
Cons
Absolutely terrible responsiveness at all levels of the organization - a major issue left us unconnected to the system for weeks with no follow up once basic support was unable to resolve the issue. THis company does not care about its loyal customers (we were clients for well over 10 years before we finally pulled the plug due to dismal customer service).
Likelihood to Recommend
I would stay away from this company. Not sure why the change, but over the past 2 years literally every level of the organization from tech support through to the CEO has shown complete lack of responsiveness, concern or interest in solving their most loyal client's most basic problems. Their incompetence finally drove us to cancel our accounts after over 10 years with them.
We engaged this company to provide auto reminder texts for patient appointments and we are able to text patients in a HIPAA compliant manner. This is used by our entire company. At first look it appears they have a lot of great options to offer practices to assist with good communication, but their follow up and follow through is extremely poor. Once you speak with a sales person from that point forward it is impossible to to reach anyone further to ask questions or express concerns. It has become impossible to reach anyone in support. If you use the on- line request for support we have yet to actually receive any return support contact via that route. If you call their support number listed on their website, you get an off shore answering service that promises someone will call back from support to assist. NO CALLS HAVE BEEN RECEIVED BACK. This is been an ongoing problem since we have started with them and has only become increasing difficult. We have now tried for over 1 month with almost a daily reach out to them without any assistance back. There is no point of contact for a company to use. If you do speak with anyone they are not allowed to give out their information/contact to be able reach back to fully complete whatever the problem is. If you try and contact back a sales person again you will never receive a call back. They must know how poorly their implementations are or that there is no ongoing support to access. I would NOT recommend this company at all as they do not fulfill what they offer, and there is no support to assist with problems that we have often encountered.
Pros
Currently have not examples of what they do well.
Cons
When the texting works it is appropriate but when it fails we can't reach anyone to deal with the problem. Since 2/26/2021 the sync on their side has not functioned to update any patient calls based on new appointments. We have larger issues from a month ago of a mass task texting that went out unexpectedly. That was never authorized thus causing chaos and huge phone volume to our office. Again I have put in multiple requests for a return call regarding this matter. This has been over 1 month and have not received any return calls to manage this issue.
Likelihood to Recommend
I would not recommend this company to anyone. You can spend up to 1 hour on hold to try and reach someone in support call center, who then can't assist you with the problem and you can not get past this call center and no one for the mainland support calls back to resolve the issue.
We use Solutionreach mostly for automated outreach. It sends reminders and confirms appointments for our dental practice and has saved us so much time in phone use, which has freed our time up to spend with patients in the office. Their customer service has also been very helpful any time we have needed something additional.
Pros
Automated outreach
Customer service
Tech support
Cons
Cost
Likelihood to Recommend
Solutionreach is perfect for offices and businesses that are tired of making phone call after phone call to set up appointments and remind patients of their appointments. Solutionreach takes care of all of this for you automatically. They also offer text messaging which is a huge benefit and also saves a lot of time.
We joined Solutionreach after looking for a way to reduce our downtime on the phones making confirmation/appointment reminder calls. It has been very successful. The added addition of Conversations (a way of texting patients) has only added value to all of this. Our patients appreciate receiving clear emails/texts as a form of communication. Wouldn't go without it!
Pros
Conversations - the texting "app" is so easy to use and shows up as your office phone number so patients know who it is
Easy to use
Support for training was great!
Cons
Training videos were recently added - that would have been my one suggestion!
Likelihood to Recommend
They've ironed out a lot of kinks and we've been so pleased with them.
My staff says this is the most valuable tool they have at their disposal. We cannot emphasize enough how much we love this product. There have been times when we have relied so much on Solutionreach (SR) that we cannot think what it would be like without it.
Pros
Communicate via text
Communicate via email
Automate our practice
Cons
N/A
Likelihood to Recommend
[It's] perfect for small to large practices with one or several locations. It may be a little pricey for new small providers but will prove its ROI very quickly.
We use Solutionreach in our front office, although I am the primary user because I am the scheduling coordinator. Solutionreach has helped us communicate with our patients in a way we never did or could before. Patients like the ease of confirming their appointments without the inconvenience of having to answer a phone call...and we have the convenience of knowing their appointment is confirmed without taking up our time or the patient's time with an unnecessary phone call.
Pros
Great customer service
Ease of use, especially now with SR unplugged and the help center. They continue to help me learn and show me new things I may not have known.
Landline versus mobile and email. If a patient has a landline and an email or a landline and a mobile number it automatically eliminates the landline confirmation. Some of our eldery patients don't like or know how to text but they have a cellphone. I have a multitude of patients I still have to make a confirmation phone call to because SR won't send a landline call because they have a mobile number.
Newsletter editing. Wish it was a little easier to edit. That being said I do love the overall selection and use of Newsletters.
Likelihood to Recommend
Solutionreach is perfect for any office that confirms appointments, or just wants to be able to communicate with their patients easier and HIPPA compliant. Even if you don't confirm appointments, wouldn't it be great for your patients to be able to communicate with your office more easily?
Our office started using Solutionreach (SR) in 2013 after using two other products that were advertised to do what SR does. One did not last the trial period and the next we did sign up with; however, we were able to get out of our contract due to the fact they were unable to deliver on all of the promised services. Since we have been with SR it has made a HUGE impact on the efficiency and time management in our office, not to mention cut costs for us when it comes to purchasing postcards, stamps, and employee time to process each recall or notification needed.
Pros
SR will email, text or call your appointments as many times or as few as you want to remind them of their appointments with you. * Ours are set to 2 days before and 2 hours before the appointment.
You can set up SR to recall patients and remind them they need to schedule an appointment if they have not been seen in your office. * When we first turned this on we had to set the recurrence WAY out because we received so many appointments we became booked 4 months out. It is now set to every 12 months.
This one saves you money on the cost of postcards and stamps not to mention the time it takes your staff to put them all together.
Group Messages are the BEST! This enables your office staff to notify patients for a whole day or week about a closing, delay or any changes in your schedule with one quick email instead of someone having to take home a print-out and make these calls from home.
Cons
It does take some setup but the SR customer service team has not failed us yet and walk you through everything. I would gladly refer this company to any doctors’ office!
Likelihood to Recommend
In my opinion Solutionreach is well suited to any office that deals with the public on a daily basis and has to process appointments or recalls. I can only assume it would be less appropriate to an office that does not handle appointments on a daily basis. This program has saved our office so much time it is hard to see a negative for someone else.
We use Solutionreach every single day in every aspect of our dental practice! If it weren't for the automated text, email and call reminders, it would take a lot more time to keep the schedule full and confirmed. It has helped cut down our no-shows and cancellations significantly! Then, in those times that we do have a cancellation or change in the schedule, SR offers the ability to send a mass text to overdue patients letting them know we have some time available. By using SR, we are not only connecting and keeping our current patients happy, but we are also able to catch those patients that are falling through the cracks, and wow our incoming new patients with the ability to do things other offices can't.
Pros
Sending out weekly, daily, and hourly appointment reminders via text, email and phone call.
Their customer service reps are almost always available right when you need them, and are very easy-going and helpful.
This service changes the game for our office! It sets us apart from many other offices who can't offer the services that we can with SR. I mean how many of you can currently TEXT your dental office directly?! We can! :)
Cons
Although I absolutely love SR conversations, it still has quite a few bugs. One example would be showing a message pop up over and over, even though you've already viewed it.
Likelihood to Recommend
SR is great for maintaining a full schedule and keeping in touch with patients/clients in a way that is formulated just for them.
Solutionreach helps us engage with our patients, manage appointments, generate reviews and keep our patients up-to-date with what is going on in our practice. We use Solutionreach throughout the whole office. The front desk using Solutionreach to confirm appointments, send patient recall messages, and process appointment requests. The optical [department] uses Soltuionreach to notify patients that their glasses or contacts are ready for pick up. The administrative staff uses Solutionreach to manage our online presence, send out newsletters, gather and respond to reviews. The automation of certain tasks has been invaluable to our private practice and our small staff. We save hours each day not having to make calls to our patients. The ability to text our patients, and chat with them over text has been amazing. It really has helped us stay relevant to this new generation of patients who do practically everything through their smartphones.
Pros
Very user-friendly portal. Their dashboard allows us to quickly see how well Solutionreach is running.
Daily Schedule management. By integrating with our Patient Management System, we are able to pull up the daily schedule on the Solutionreach website and it allow us to see what information we still need to gather from the patient in order to best communicate with them.
Solutionreach Smart Reviews has allowed us to generate higher ratings on Google, Yelp, and Facebook.
Cons
The Newsletters can still use some improvement. The templates available are difficult to use and are hard to customize.
Newer features still have lots of bugs when they are released. While we can understand this is what happens with all new products, the turn around time to get a new feature to where it needs to be seems longer than average.
Likelihood to Recommend
Solutionreach has allowed us to cut our no-show percentage in half. Also, we have been able to recall patients who haven't been into our office in 5 or more years thanks to the recall system in place. Those two things have generated a lot of revenue for our office that would have otherwise been lost.
We use it daily and dozens of times during each workday! It is used by the whole clinic/organization. It solves many of our time management issues. The text and call notifications are alone worth it. We do not have to spend hours a day on the phone calling patients for various reasons. It keeps us up to date and organized. It also allows us to reach out to our patients as a group or groups within groups for varieties of communication purposes.
Pros
Customer service is amazing.
Helps our clinic manage our time more efficiently by taking out a lot of busy but necessary tasks.
Allows us to communicate more effectively with our patients in ways that are more convenient for both them and our clinic.
Cons
The only issue we have had is Solutionreach (SR) communicating with our PM software but the issue has been fixed by SR when the problem arose.
Likelihood to Recommend
It is well suited in any type of medical office or clinic.