Solutionreach Customer Service — Expert Guide for Practices

Overview: what Solutionreach customer service is designed to deliver

Solutionreach provides a patient relationship management (PRM) platform; its customer service is structured to keep clinics, dental and medical practices, and multi-location health systems running smoothly. As the platform supports appointment reminders, two‑way texting, recall campaigns, online scheduling, and patient surveys, customer service focuses on three core outcomes: uptime and message deliverability, fast issue resolution, and measurable clinical and operational outcomes (reduced no‑shows, faster collections).

An experienced practice manager should view Solutionreach support not as occasional troubleshooting but as a partnership that includes onboarding, ongoing optimization, analytics review, and periodic re‑training. Expect the relationship to revolve around a customer success team plus a technical support queue; the former drives ROI (campaigns, best practices), the latter resolves platform incidents and integration issues.

Support channels, SLAs, and expected response times

Best practice for any cloud PRM is to use a tiered approach to support. Commonly recommended SLAs you should ask to include in your contract are: first response during business hours within 2 hours for standard incidents, critical incident acknowledgment within 1 hour, and a target resolution window of 24–72 hours depending on severity. For business continuity, require a platform uptime target of at least 99.9% per year and regular status reporting.

Typical channels to use (and to verify availability of) are: an online support portal for ticketing and knowledge articles, in‑product chat/“Help” for quick questions, phone support for urgent outages, and a dedicated account manager or customer success representative for strategic work. Before you sign, confirm hours of phone support (e.g., 8:00–18:00 local time or extended 24/7 for enterprise contracts) and escalation paths to engineering or an executive sponsor.

Onboarding, training, and implementation timelines

Onboarding with a PRM usually has three phases: discovery/configuration, data migration/integration, and training/launch. A typical single‑location practice should budget 4–8 weeks from kickoff to live; multi‑provider or multi‑location rollouts commonly take 8–16 weeks. Expect 4–6 structured training sessions (60–90 minutes each) plus at least one full dress rehearsal for automated campaigns and appointment reminders.

Data migration is a frequent source of delay. Plan to provide a clean export of your EHR patient table with standardized fields (first/last name, DOB, phone, email, patient ID, preferred contact method, opt‑in flags). Validate a sample of 500–2,000 records before full import. For integrations with major EHRs (e.g., eClinicalWorks, Dentrix, Eaglesoft), confirm whether the integration is direct or requires middleware; this affects timelines and any additional costs.

Troubleshooting, common issues, and escalation best practices

Common issues include message delivery failures (wrong carrier formatting, invalid numbers), duplicate reminders, calendar sync conflicts, and consent/opt‑out handling. Use this practical troubleshooting sequence: 1) reproduce the issue in a test patient record, 2) capture log screenshots and timestamps, 3) open a ticket with the support portal including exact patient IDs and message IDs, and 4) escalate to your account manager if a fix isn’t received within the SLA window. Logging and timestamps are essential—support teams can rarely act without them.

When dealing with problems that affect revenue or safety (missed critical reminders, mass delivery failures), document business impact in dollars or patient volumes (e.g., “500 appointment reminders failed over 48 hours; estimated lost revenue $8,000”) and request an expedited root cause analysis and a remediation plan with deadlines. Require post‑mortem reporting that includes cause, corrective action, and steps to prevent recurrence.

Integrations, security, and compliance considerations

Security and HIPAA compliance must be explicit: confirm that Solutionreach (or any PRM) will sign a Business Associate Agreement (BAA) and that data at rest and in transit is encrypted (AES‑256 / TLS 1.2+). Ask for SOC 2 Type II or equivalent audit reports and annual penetration testing summaries. Also verify data retention and export policies—contract language should guarantee you can export your full patient list and message history in CSV or JSON within 7 calendar days upon termination.

For integrations, confirm API availability, supported EHR connectors, and any per‑connector fees. Typical integration check items: patient matching rules (match by DOB + last name vs. patient ID), frequency of sync (real‑time vs. hourly/batched), and how cancellations/reschedules propagate to reminders. Misconfigured integrations are the top cause of duplicate or missed reminders—testing a two‑week pilot with a sampling of real appointments can surface issues early.

Practical checklist: what to prepare before contacting Solutionreach customer service

• Detailed problem summary: timestamps (ISO 8601), patient IDs, message IDs, screenshots, and the exact steps to reproduce the issue.
• Business impact statement: quantify affected patients and estimated revenue or clinical risk where applicable.
• System context: EHR name/version, integration method, list of active campaigns and scheduled send times, opt‑in/opt‑out policy in place, and any recent configuration changes or imports.
• Access and authorizations: ensure your practice’s primary admin can grant temporary access or share logs; have your account manager’s contact information available.

Key KPIs and success metrics to monitor

• Technical KPIs: platform uptime ≥99.9%, average first response time ≤2 hours (business hours), critical incident resolution ≤24 hours.
• Operational KPIs: no‑show reduction target 10–30% within 3–6 months, recall response rate >20% for outreach, appointment confirmation rate >70% depending on specialty.
• Financial KPIs: recovery of implementation costs within 6–12 months via fewer no‑shows and improved recall; monitor revenue per provider and cancellations prevented.