Upper Hand - Avis

Creating Margin

Commentaires : Overall I am highly satistfied.

Avantages :

The main reason I switched to upperhand was to cut down on the time I was spending with scheduling and coaches’ payroll and I have been extremely satisfied. I am spending much less time on that and more time on actually growing the business

Inconvénients :

There are some calendar features I would like to see implemented such as “drag and drop” and a direct link from the calendar session to the client profile. There are also changes I feel are important to the client experience. Many clients get confused between parent and participant profiles. That’s the number one headache I have and the biggest complaint I get from clients is confusion beteeen profiles.

So convenient!

Commentaires : The entire process has been easy from the initial request for information, to setting up our programs and events. Would definitely recommend their software!

Avantages :

Being a non-profit that is focused on many aspects, this software helps me in each one. The many programs we run, employee tracking, and in the near future, facility management. You aren't really limited to what you can do with this software. If it isn’t something they currently do, they are open to any and all ideas to make it even more user friendly. Whatever makes it easier for us!

Inconvénients :

The only downside is some of the small things that we aren’t able to customize ourselves, as far as special questions in the account creation process. Since they are always updating and coming up with ideas, I’m sure it will happen soon.

Regretting Leaving MindBody

Avantages :

The ability to create a unique platform specific to our business needs. Merchant fee for credit card transactions is favorable as well.

Inconvénients :

At our business we are constantly booking clients. We have a mix of repeat and new customers but for the most part we know when we’re seeing clients and classes. The fact that we still cannot make recurring events possible is ridiculous. I should not have to time out of each day to book a client, whom I have had at the same time and date for over 6 months, over and over again. It’s been promised for Q1 for 2020 but that was after Q3 and Q4 of 2019 fell through so we will see. The mobile app continues to either crash or run extremely slow regardless of cell service or WiFi connectivity. Its a coin flip whether I’ll be able to complete a purchase or book an event with out the window dropping. The desktop version is better but we’re not in front desk all day. Functionality seems so circuitous to perform simple tasks like deleting or rescheduling events. I have to find the three vertical dots on one side of the screen then the window populates on the other side to do quick pay or reschedule. If I want to delete I have to search for the specific client rather than doing it through the calendar view where I can actually see the event I’m deleting/rescheduling in the context of my day. In order to reschedule I have click view session then find three vert dots. View event doesn’t seem to do anything. Now imagine trying to train employees who don’t have the knowledge of this platform on how to use this.

Great Customer Service!

Commentaires : Customer service has been exceptional.

Avantages :

We initially go it for our training sessions located at our warehouse location. It has been great especially with the app. Coaches are able to see on their end if they have anyone signed without having to go us. Clients are able to sign up via the app if they didn't get a chance to do it ahead of time. We also use UpperHand to create a new website which has been great overall.

Inconvénients :

You can't group programs together. You have to do multiple links for the same event.

Easy for customers, but lacks some bells and whistles

Commentaires : Upper Hand doesn't have as many features as our old software, which makes it a little harder to use when you're used to having tons of control. But the plus side is that it does a few things very, very well. Overall our customers are having a much easier time using this software, and it's straightforward if you're doing straightforward things with it.

Avantages :

The software is pretty easy for customers to use, and we have a lot more customers doing their own account management vs. asking me to do it like they did with our last CRM. It looks great, and creating events is very easy.

Inconvénients :

It's hard to tell what your customers owe. Different things are managed in different places - to cancel a lesson you have to go to the contacts tab, to mess with a membership you have to go to the membership tab (can't do it from the contacts page), to see what people owe you have to go to reports. It's hard to shift money around if a customer buys one thing and then decides they wanted something else instead. Also, it sends way too many emails, including a receipt that makes customers think they've been double charged because of the way it's worded.

Upper Hand review

Commentaires : In the beginning, I was very discouraged from all of the bugs that caused frustrations with me as the Administrtor and also negatively affected our end user clients. I know we lost some clients in the beginning due to them not understanding the UpperHand software and how to use it. At times, there are spurts where there are a lot of bugs. Some of these bugs force me to lose clients and lose business.

Avantages :

This is the first and only Scheduling and Payment processing software I've used for my business, so I don't have any comparison. It does allow clients to schedule and pay on their own which is what I want.

Inconvénients :

The lack of customization creates lots of issues for my business and how we schedule.

Great for Lessons

Avantages :

UpperHand has made it very easy for our clients to book lessons and apply credits from bulk packages. Also made it easier for instructors to see who scheduled lessons with them. Instead of waiting for an email form our training director.

Inconvénients :

Still have to do a work around if an instructor needs to be listed for multiple sessions the same day but is flagged as a conflict.

UH Implementation

Commentaires : Very good so far. A couple hiccups in the beginning but most of that was our team learning the SW and how to navigate around. The UH Post Sales and Customer Support teams are very good.

Avantages :

The SW platform allowed us to move off the "freeware" we were using to a combined platform at an affordable price. Although some of the features are not very intuitive, there are ways available to get what you need done.

Inconvénients :

Initial setup was not easy as there was no way of importing customer data that we had from other platforms, so we had to have all of our customer profiles created from scratch. Not a big deal, but time consuming.

Love this software.

Commentaires : The set up was process was well executed. The customer service was fantastic after the set up.

Avantages :

The Service and response is fantastic. The people I worked with are courteous and patient. I love working with them and it is nice to know that they are there when we need them.

Inconvénients :

Signing up a new client could be a little easier

Great start and potential

Commentaires : It has certainly given my coaches more independence to function on their own and manage their own sessions. I have needed to send out fewer reminders and be the "middle man" much less.

Avantages :

I like that it is automated and allows for me to focus more time on delivering my services rather than registering and recording participants

Inconvénients :

I would like the communication to clients to be more customization and I would like my clients to have an easier time navigating the software. I receive a lot of "please help" emails for relatively simple and common things. (like signing up for a session or unscheduling a session).

Had enough

Commentaires : Not good.

Avantages :

Nothing really. I wish I could say something positive but there really is nothing.

Inconvénients :

I switched from mindbody to save money. I guess you get what you pay for. After several bug issues we just figured out we had a group of clients not being charged the last two months. Their credit cards were dumped out of the system. So now we have to call these clients ask for their credit cards and tell them we need to charge them twice. Unacceptable and the last straw. To top it off my business partner called left a message and they didn’t even bother to get back w us.

Terrible customer service

Commentaires : Overall experience has been not good. The concept is great and there are some good things that it does but overall it runs bad. The program is very glitchy and there are alot of bugs. The app also runs horribly. It is not user friendly and can be confusing for clients to sign up and book lessons. The worst part about this companies product is their customer service. It’s takes forever for them to respond and their is not 24hr support. They are based on east coast and my Academy is on west coast. I’ve had major issue come up about their system and I have nobody that can help me. They are also non existent on the weekends. Very very frustrating!

Avantages :

I can have all the profiles of my clients and I loved the idea of the mobile app

Inconvénients :

How the software runs and their customer service

Membership Issues

Commentaires : Scheduling

Avantages :

I like that we can use it to book and pay for lessons

Inconvénients :

The membership that are supposed to be helpful for auto renewal are sometimes more trouble than what they are worth. Either we need that fixed or we need to do away with the memberships.

4D Hockey

Commentaires : While we do like many of the features, the way we were told they would work is not happening. When we bring issues to Support, there is mostly no fix and we are told there’s nothing that can be done to fix it OR they don’t know why it doesn’t work.

Avantages :

The overall look and concept of how it’s supposed to work.

Inconvénients :

Unable to refund money (not just credits). The inability to assign time frames to resources. The inability to share credits for a family. The inability to transfer credits. The banking reporting is not clear. Cannot add check numbers to the record of payment, only amounts. Inability for one-time guest check out. Inability for clients to are available times on the calendar prior to selecting how many sessions they want to purchase. Would love to have a calendar view for people to see when they browse events.

Good product, user friendly for admin, some client issues

Commentaires : Good!

Avantages :

I like the modern layout in the back office. After getting past the learning-curve it was easy for me as an administrator to work with.

Inconvénients :

We had clients who indicated that the site was not user friendly. Made it difficult to book.

Lack of customization

Commentaires : Unfortunately we were "sold" on a product that could meet our clearly defined use cases and expectations. This was not true. Subsequently, our sales and account managers were moved off of our account and we transitioned multiple times. It was clear that there was no one from upper hand that was willing or wanting to make it right and subsequently we continued to pay for a service that we simply could not use! We are on record through multiple conversations over our relationships stating our dissatisfaction and subsequent inability to use this product. We asked for a refund and were denied. Truly a horrific experience for my business.

Avantages :

The premise that I could manage events for my business

Inconvénients :

The complete lack of customization and available software and/or plugins (parent/child accounts, financial and administrative dashboards)

Highly Recommand

Avantages :

The software is easy to use. The product has evolved over the years to accommodate our client's needs.

Inconvénients :

Customer Service has been non-responsive at times.

Great

Commentaires : Scheduling is very easy to use in this software

Avantages :

The software has improved tremendously, and is a great tool for a baseball & softball training facility. The software is easy to use, and very user friendly.

Inconvénients :

The software needs to be tied to gift cards and the cash drawer. This is very important. Need better reports too. Inventory management - making inventory adjustments - needs to be easier.

Customer service is second to none. The Upperhand team is knowledgeable and always willing to help.

Avantages :

As a small basketball organization, Upperhand software has provided a platform for our clients to register for our training online, as well as schedule their sessions and keep track of their payments. As a result, we have become more organized in tracking the payments we receive. We have also been able to build a database of clients and can streamline our communication with them through the software.

Inconvénients :

As with any software, we as an organization have to monitor and update payment and scheduling information through the Upperhand system. For example, if an athlete forgets to schedule his/her training session, we have to go in and manually schedule it for them. Otherwise, their credit will not be deducted from their account.

Needs a few updated features but overall I am liking it

Avantages :

I enjoy the Memberships option and payment plans

Inconvénients :

The fact that clients can’t use their credits for all of their participants. Each participant needs to purchase packages and they can’t be shared for all the kids in the family

Modern Goalkeeper LOVES UPPER HAND

Commentaires : LOVE IT

Avantages :

FUNCTIONALITY EASE OF USE CUSTOMER SERVICE

Inconvénients :

SOME PARENTS HAVE TROUBLE USING IT, MAYBE MAKE IT EASIER TO USE

Should be easier way

Avantages :

Clients can join easily off my app on phone.

Inconvénients :

Should be and easier way to cancel or contact customers off the calendar.

Not really as described - Needs more work

Commentaires : none - we canceled before going live

Avantages :

Strong concept and truly needed in the management of large clubs. Basically functionality of the system is strong and it was easy to set-up initial events. However, needed to create workarounds to define events like we wanted them set-up.

Inconvénients :

The Sales Team oversold the existing functionality that was currently available and we proceeded based on that understanding, paid the initiation fees to later find out key functionality to us was not available. Major pain points included 1) inability to turn off accepting checks 2) generic waivers are built to primarily protect Upper Hand not the client 3) client invite process is cumbersome and add new client lists difficult to customize 4) emails and calls took days to get a response including the email to cancel.

D-BAT Pearl

Commentaires : Overall I am very pleased with the system.

Avantages :

I like the scheduling the best. Easy to set up new events.

Inconvénients :

Point of sale could. The credit card machine has been a problem. Would like to see some work on the way we send emails.

Upper Hand a great tool

Commentaires : My experience has been tremendous and the support stand has been more than I could have asked for.

Avantages :

Upperhand’s ease of use and ability to fit our dynamic workflow.

Inconvénients :

The software would increase in value by a better integration of features with one another.