Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.
Capterra carefully verified over 2 million reviews to bring you authentic software and services experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. Learn more.
Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software and service providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. Learn more.
Pros
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.
The automated texting reminders and confirmations are awesome and we have not experienced any issues so far. The smart reviews work very well and we have been getting great reviews on our website.
This software does a great job sending out appointment reminders and birthday celebrations. The patients also like to be reminded about their appointment an hour in advance.
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.
Cons
Occasional errors on sending messages and occasional system issues created problems.
Customer support and reliability are awful. We left because we could not count on them and when they screwed up they don't admit their errors which is very frustrating.
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.
I would go into detail about the multiple problems, however am limited to the amount I can type here. The service is horrible, Still waiting for the support staff to call us back regarding the breach.
Showing Most Helpful
Showing 25 of 233 reviews
"It has been a great value to our practice."
Pros: It sync with our EHR every 2 hours to scan for changes. It has mostly eliminated the need for phone calls by our staff to confirm appointments.
Cons: The sync software needs to be running constantly on a computer that we never turn off. It took quite a bit of customization for it to do what we needed it to.
"Take the hassle out of appointment setting"
Overall: Solution reach has allowed my clinic to maintain recalls in a timely manner and fill our appointment book faster than ever with our new online scheduling.
Pros: I love that not only does this software text my patients to remind them of their appointments it also tells them they are overdue for an exam. This takes the hassle out of managing recalls and allows my staff to focus on tasks at hand in the clinic. We can text patients if we need more insurance information when they schedule online which sets the insurance verification position up for success and allows patients to easily and conveniently schedule online.
Cons: If you do not set the amount of reminders you want sent to your patient for appointments some patients may be annoyed they received multiple reminders.
"Avoid their long term contracts and fine print"
Overall: Was fine until the current [sensitive content hidden] took over. Then Support was outsourced and horrible. Then features stopped working and were never fixed. Then they tripled my fee in less then a year breaking their originally promises. then when I tried to leave they brought out the fine print, but if I stayed they refused to fix the myriad of problems so they released me. Then they backbilled me because their server kept sending out automated messages. I was with them for over 5 years and they had no loyalty and no honor when it came to keeping their word. I would avoid this contract oriented sales company at all cost. There are less expensive, more honorable companies out there.
Pros: I liked the price they promised me and they promised never to raise it because I helped with beta testing, but when the new [sensitive content hidden] took over they tripled my price in one year with no warning.
Cons: They lock you into an auto renewing contract then when you try to get out of it they drag their feet and continue to bill you for months after you disconnect them. Then they chaise you for the money because they did not stop their servers from sending messages when you disconnected their service.
"Solution Reach for Your Physician Practice"
Overall: This product has allowed me to reduce 0.5 FTE due to less phone calls being received in the practice. With Solution Reach we have been able to be more responsive to our patients via text messaging when it comes to appointments and sending patients test results.
Pros: First and foremost this product is very user friendly.
Cons: The practice has not experienced any issues with this product.
Vendor Response
"Patient Reminder Software"
Overall: Overall a pretty good experience.
Pros: Solutionreach can do quite a bit and it's great that they're always innovating and trying to add more value to their customers. The customer service was also pretty good.
Cons: Altough it's a great tool, it can be a little expensive. Especially if you have a tool like Dentrix. There's already a capability in Dentrix to send out reminders to patients. However, with that being said, you can obviously do a lot more in Solutionreach than you can in Dentrix
"Problems!"
Overall: When it is working it is great. When there is an issue it can take forever for them to respond or fix issues.
Pros: I loved the ability to text back and forth with patients. I find patients answer a text more than a phone call.
Cons: 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.
Vendor Response
"Very unhappy with this company."
Overall: Solutionreach does not allow me to control my business how I want to.
Pros: The software did get reminders and recalls out to patients as expected.
Cons: Company was too controlling. When we would try to change or customize, the company would change our preferences. I also felt the service was too expensive for what was provided. But the biggest complaint I have is that we were told that after a one year contract we would not longer be on a contract. So when we decided to use a different service, the company claimed we had a contract to continue, which they could not produce. They refused to stop the service, they refused to stop charging us monthly, and even when we physically deactivated patients so they wouldn't receive the messages, the company REACTIVATED them. This borders on dishonest. There are much better choices.
"unauthorized charges"
Pros: We have used this company for several years, but basically onto to confirm appointments. We realize there is much more to it, as per the sales rep, however, getting a person at SR to actually explain how to implement these bonuses is difficult.
Cons: We paid for it for years, then recently went with a beta testing of cloud based program and solution reach is to be included with the testing. I came across a charge last week on my credit card that they had on file previously. My team called to discuss and it was to be refunded. Today, yet another $329 is being charged to the same credit card, in lieu of a refund. So I need to recall and now freeze my credit card so they do not have anything to charge inappropriately. Right now is not the time to be doing this to peoples credit cards, nobody has time to deal with this incompetence.
"Overall Solution Reach is a great product that offers many attributes to a practice. "
Pros: We love the communication options it offers our practice and our patients. Solution Reach allows us to easily confirm and adjust appointments for our patients to each person's specific needs, whether it's through phone, text, or email.
Cons: The one downfall of Solution Reach is the lack of ability in modifying the smart reviews. It's a generic message that cannot be personalized to each practices individual needs.
"Good Features but Costly "
Pros: They have some really good features like texting patients and the site is easy to navigate
Cons: There are a lot of glitches and they don't always tell you when things are acting up. There are portions of the site that are just not used, but they are still there taking up space and confusing people.
"the worst customer service"
Overall: Everything was going smoothly until COVID. Then the company automatically shut off the system so no messages were going out according to our settings. They didn't even let the providers know they were doing so.
Pros: I loved the ability to text pictures...
Cons: the customer service is horrible. We cancelled our contract with ample notice and they refuse to give us a refund on an over charge and refused to accept a written cancellation AND renewed our contract automatically. [SENSITIVE CONTENT HIDDEN] are no help
Vendor Response
"Solution Reach"
Overall: Love the software. It really helps us keep our schedule up-to-date and also allows our staff to focus on other areas.
Pros: 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.
Cons: 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.
"Support will disappear "
Overall: Not supportive
Pros: What was sold to me as support and compatibility with my software (not true to the product)
Cons: Support and errors - impossible to reach anyone and so many issues - nobody cares.
Vendor Response
"Disappointed"
Overall: I would continue with SR if they ran as efficiently and had as knowledgeable a staff as when we signed up, but as it stands, when our contract comes due in September, our office will sever ties and sign up with another company.
Pros: When we first signed up in 2013, the product was fantastic. All features worked consistently, reminders went out w/o issues, and any time we called for assistance w/ newsletters or to resolve an issue, we immediately got a sales rep on the phone and they politely and efficiently worked to immediately resolve our issues.
Cons: Since we signed up, the company has really grown (which is a good thing) and while the company continues to grow, our office has experienced countless glitches and reminder message issues. Also, whenever we call to request assistance or to resolve an issue, our MINIMUM hold time is generally 25 minutes. Once we get a sales rep on the phone, we are met with individuals who have no knowledge of any of their services and are never able to resolve or help with anything. The reps will always put you on hold to find out an answer, and still not have an answer, or they will ask to call back and never call back. I have been dealing w/ one simple issue and have dealt w/ 3 people who don't call me back (I have to call them), and they still haven't fixed the issue.
"GLITCHY & EXPENSIVE"
Overall: None
Pros: There is nothing this software does that any other PRM software doesn't do as well or better. There is nothing to value most about it.
Cons: SR Conversations has not worked well since we added it to our SR package in November. We have spent countless phone calls trying to reinstall, update our OS, anything to correct what is clearly a problem with their system. The delay in connecting to their server is up to 30 minutes PER MESSAGE. We constantly shut down and restart both the app and the browser version of SR Convo to see any texts. They clearly pushed and launched a product that was not ready for release. When I called today they have TURNED OFF THEIR PHONES so no one can reach anyone at their company directly. Forcing us to use their "Chat" option, which, SURPRISE! takes 20-30 minutes to connect, only to be told for the 100th time their engineers are "working on it". Have we received any compensation for a program we pay for, but can barely use? Nope! All very ironic for a company focused on "revolutionizing relationships". More like dissolving relationships. We are actively looking for another PRM software provider.
"Solutionreach"
Overall: Successful. They really know how to capture the patients attention and assist in retaining that patient in the future. Safe and secure communication.
Pros: Patient communication has never been so effective, smooth, and successful with using this product! Patients response with this software is so much better than other programs we have used in the past. Also the decrease in no shows was unbelievable once we put this software in place!
Cons: The integration of the software and getting all team members on the same page with all the ways to utilize the program was challenging, however, with customer support to walk through how to personalize the program for the different departments made things much easier and really helped getting everyone excited to work with the software!
Vendor Response
"HORRIBLE CUSTOMER SUPPORT"
Overall: not satisfactory at all
Pros: Impossible to speak to someone in charge. They all say the same thing every time we have an issue. "we are traying to see if case manager is available" then you stay on hold for 30+ minutes and they disconnect you. Problems are never resolved quickly, always take at least 2-3 times for them to fix a problem. Then no one takes ownership of a case and you end up repeating yourself over an over explaining what the problem is to everyone that picks up the phone just so they can say same thing "trying to get person than can help you". Horrible !
Cons: their sync software is very unreliable. It just stops and you don't get any error messages or notification. Then as I stated before, tech support takes days to fix and there is no one you can escalate your issue.
Vendor Response
"SolutionReach, Yes!"
Overall: Using SolutionReach has defiantly freed up some value time for our staff. Not having to phone with reminder calls, or worrying about recall notices a real plus. Knowing that our patients are not going un noticed on their special day.
Pros: I love that we have our patient reminders go through this program. I also love being able to send birthday greetings out to our patients. Sometimes that is the only greeting that they receive. I also like the survey that is sent out after an appointment, notifying us if there was a problem or if the patient left happy.
Cons: Being in an office where our demographic is the elderly it did take us a while to get our patients "okay" receiving text messages instead of phone calls from our office.
Vendor Response
"Things have only gotten better."
Overall: This product has allowed us to engage with our patients on a scale that we couldn't imagine before. We are more accessible, which allows us to respond faster and in methods that work best for our patients.
Pros: This product has helped our office become more efficient, and has saved us hundreds that would have been spent on recall post cards and staff time used to call patients about appointment reminders and eyewear notifications.
Cons: While they have been pushing out a lot of new products, they have been quite glitchy. We like where they are headed, there have just been a few bumps on the road to get there. Once they have ironed out the kinks, I'm sure everything will be smooth sailing again.
"Solutionreach Needs Better Solutions"
Overall: If you have to use Solutionreach, so be it, but there are a lot more modern, affordable options out there. It has some good features, but I think the negative outweighs the positive.
Pros: I really liked the review system built into the software, good online reviews are a cornerstone of attracting new patients and Solutionreach made it easy to send out. They also sent all reviews through a filter, and then automatically put up the good ones on your website.
Cons: The website was clunky, with a lot of features I was never trained in using, or interested in for our practice. It's also a very expensive product, and we were stopped from canceling use for a long time because they were basically holding our reviews through their software hostage. Once you stop using the software they delete all of those reviews, and we lost 50+ 5 star reviews, as well as it being an overall huge hassle to switch. They don't make it easy at all, and it was very frustrating.
"An excellent tool for our office, it's as if I hired another staff member for less cost."
Overall: Our patients love the appointment reminders, we have one go out as soon as they are scheduled, then 24 hours in advance and then again 2 hours prior to their appointment.
Pros: 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.
Cons: 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.
"Horrible customer support"
Overall: Poor customer support!
Pros: Confirming appointments, recalls, and reaching out it to broken appointments
Cons: 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!
"We tried others in the past and happily tossed them away 5 years ago. LOVE Solution Reach!"
Overall: Less time spent on the phone to remind patients about appointments. Less time stuffing/stamping recalls and the ability to send out mass notifications in case of illness or weather delays or cancellations.
Pros: Advanced notifications and ease of sending out mass notifications if a physician is out sick or weather shuts us down.
Cons: Like all "computer-types" when they work they are great and when they are down its a nightmare. Luckily we haven't had many times when Solution Reach has went down and they couldn't get us back up and going immediately.
"Solution Reach is fantastic"
Pros: 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
Cons: 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.
"Reliable reminders and easy communication"
Pros: Many options were available. Our office didn't utilize all of them, but they were there if we wanted to use them. The information extracted and implanted into our dental software was integrated well.
Cons: Some of the customizable features were limited.
Vendor Response