I had the pleasure of interviewing Robyn Carpenter of Solutionreach, also known as, Smile Reminder. I also have first hand experience-using Solutionreach. Since implementing the Smile Reminder platform, our office has sent out email, text and voice; appointment reminders, and friendly recare notices to reactivate our overdue patients. We are no longer taking precious time sending postcards and making phone calls to confirm appointments. We are able to use that precious time saved to concentrate on customer service that results in higher acceptance rates of treatment and ultimately overall improved patient satisfaction.
Robyn has worked with improving dental practices in Arizona before joining Solutionreach last fall as the representative for Arizona. She is very proud of the product and customer support Solutionreach delivers. The customer success team, fondly known as Solutionaries, are highly trained and very patience. Training and support is unlimited. There is never an additional fee! The Solutionaries are dedicated to a specific field of practice, and specialize with each individual practice management software. Support is readily available M-F, 7am-5pm.
In addition to support, Robyn is proud of how her company is always improving and adding new technology and features at no extra cost to their users. That is the Price for Life Guarantee. Recently Solutionreach has helped their customers replace the clipboard with iPad check in and registration; patients can update medical histories, insurance, view available services and even leave a video review.
Solutionreach in my opinion is a very powerful tool that dental office needs to have. It is a Virtual Assistant confirming appointments, contacting patients without appointments, collecting update contact and health histories, acquiring patient satisfaction surveys, online reviews, testimonials, thank you, and birthday acknowledgments, open appointment filling assistance, mapping capabilities of where your patients are located (by different categories), secure emails, patient gain access to their account with patient portals, newsletters, and more. Robyn says “an office is up and running using all features within three weeks.” An office is assigned to a CSR, customer success representative and will guide an office thru training sessions broken into a few key areas at a time. You would need to pay a staff member $30,000- $40,000 a year to sit and manually do this all and Solutionreach offers this for only a few hundred dollars a month.
Safe time and money using Solutionreach!
With recent changes in TCPA Rule Solutionreach has mad the compliance a smooth transition for their clients with providing great information and adapting all text, email, and phone messages that are received by patients in in full compliance.
The new TCPA Rule that was effective October 17 2013. (Telephone Consumer Protection Act) The TCPA was passed into law in 1991. The Federal Communications Commission (FCC) is empowered to issue rules and regulations implementing the TCPA. The TCPA is where individuals can file lawsuits and collect money. Beginning now and with limited exceptions, prior express written consent will be required for all autodialed and/or pre-recorded marketing calls/texts sent to cell phones and pre-recorded calls made to landlines. Additionally, telemarketers can no longer rely on previous business relationships with customers to get around the prior written consent requirement.
The violation per offense is $500-$1,500.
Telemarketing calls include anything that offers or markets products/services to consumers. Informational calls for non-commercial purpose are allowed. Text messages (SMS) are now also considered “calls” under the new ruling. You can only send to those you have acquired written consent. The verbiage of the consent must be very clear like: I hereby consent to receive autodialed and/or pre-recorded telemarketing calls from or on behalf of [ADVERTISER] at the telephone number provided above I understand that consent is not a condition of purchase. (You cannot have phone number pre-populated and the consumers phone number should appear on the same page as the consent)
Some phone companies like AT&T and Verizon have hired companies to monitor and seek out violators. Be sure your web site is not violating the Mobile Marketing Association’s Best Practices/Disclaimers; you could be disconnected from servers. .
What this means to Dental offices? We can “call” for reminders, and confirmations for appointments but we cannot “call” for marketing purposes.
Ways to get your consent:
Permission on paper
Electronic signatures
Asking for consumer’s permission via texting or emailing (only from those that have contacted you first via texts or emails).
Once you have received an email or text you can ask permission but the text must claim that standard text messaging rates may apply, and that customers can unsubscribe at any time by replying STOP. Any other form will result in a violation.
Disclaimer: All information provided is a guideline. Individuals should seek legal counsel for further information regarding TCPA Rule. ~Susan Ketterer Consulting
Top Reasons to Be a Solutionreach Client
ALL INCLUSIVE SERVICES
Unlimited Text.Email.Newsletters.Campaigns.Surveys.Support
▪ Natural Voice Messaging
▪ 100% Opt-in
▪ Revolutionary Customer Service
▪ Customization Capabilities
▪ Message Delivery Settings
▪ SR Patient Surveys
▪ Newsletters and Email Marketing campaigns
▪ Reviews and Online Reputation Management
▪ Our Continued Relationship with Google
▪ Increases Online Presence
▪ Integrates with your Social Media i.e. Facebook and Twitter
▪ NEW The only Patient Engagement Platform to partner and be
integrated with Google Now
▪ CareCredit Integration
▪ Smart Sync
▪ Family Messaging
▪ NEW PatientReach App: Replace your clipboard!
▪ True 2 Way Text Communication and ASAP Messaging
▪ Secure Patient Portal
▪ Video Testimonials & Birthday Video
▪ Price for Life Guarantee: SR guarantees that you will never be charged
for upgrades, extra support, or usage fees.
▪ 60 Day Satisfaction Guarantee
Robyn Carpenter
Arizona
Solutionreach Representative
480-370-8488
As dental professionals we have more and more details we need to be aware of, learn and implement. Susan Ketterer Consulting is here to support you. Susan specializes in the dental clinical team training, Social Media and Web design services. Contact Susan today for a no fee Consultation.
Disclaimer: Susan Ketterer Consulting an Affiliate to Solution Reach Click image for $10 Starbucks card for taking a free DEMO
Susan Ketterer Consulting 