Upper Hand

I've had great experience from walk-through demo conference calls, to phone calls and more.

Aspetti positivi:

I like that company really cares about you and the business that you are running. They want to see you succeed. They are professional, relate-able, and are willing to help you any way that they can. The software is easy to implement for the administrator as well as for clients. Upper Hand provides an easy to use, mobile friendly system to take your business to the next level.

Easy for customers, but lacks some bells and whistles

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

A good looking product that still has some development needed

Commenti: The support staff, or specifically our point of contact, has been very responsive, helpful, and helped implement developments directly related to our request to the entire product. However, the software clearly still has bugs, and is run by developers, not consumers.

Aspetti positivi:

It is a good looking product, and appears very professional from both customer and business ends. It has a lot of functionalities, and has the foundation to eventually be able to handle everything a business might need as far as management.

Aspetti negativi:

Many of the features are limited, i.e. it has a payroll tracker, but no payroll integration, or it has accounting functions, but not ones that are actually usable from an accounting perspective.

Love this software.

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

Aspetti positivi:

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.

Aspetti negativi:

Signing up a new client could be a little easier

So convenient!

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

Aspetti positivi:

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!

Aspetti negativi:

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.

Great Support, Developing Product

Commenti: We have a facility with multiple zones, with different thigns going on in them depending on the day , and even hour. The software helps us keep everything staffed, organized, and paid.

Aspetti positivi:

We like how easily we can add and change things and how it tailors well to our use case. The team is also very responsive and the software continues to improve.

Aspetti negativi:

Reporting needs to be stronger and more actionable.

Thanks UH

Commenti: Excellent, super easy to easy and intuitive..great people at UH

Aspetti positivi:

Ease of use, great customer service, easy for customers and super Intuitive.

Aspetti negativi:

Functionality could be boosted for our industry, a few work around a here and there.

UH Implementation

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Upper Hand review

Commenti: So far its been a good tool for us that is much less expensive than what our company was previously utilizing.

Aspetti positivi:

Ease of use and ability to schedule events quickly.

Aspetti negativi:

Not able to move credits around very easily

Upper Hand for facility owners

Commenti: The pricing is steep in comparison to the features.

Aspetti positivi:

I love the ease of setting up programs and clinics. The software is great for creating clinics with easy to understand prompts.

Aspetti negativi:

The software features are not robust enough to manage a facility. The reporting function lacks features to easily capture daily sales. The mobile reports feature doesn't exist. The software is great for clinics but cumbersome for recurring classes and front desk check in.

Frustrating

Aspetti positivi:

I like the concept of what they are trying to do. I really believe there's a need for it and was sold from the beginning from the sales and marketing team who told me everything or software could do. Also their customer service is very good, they have a support team that gets back to you quickly which is always great, but I think they are overwhelmed.

Aspetti negativi:

I'm really not one to complain, but this experience has been very frustrating. Like trying to hang onto a greased pig. Especially trying to get to the root of the problem-- it's really difficult to do and feels like you have to fight to get real answers. For every camp or clinic we post, there seems to be some bug that customers can't figure out. And I can't help but feel that the upper hand team is blaming that on the customer or on us rather than taking steps to eliminate recurring confusion. I feel like to the upper hand team, any issues are no big deal as their development team is working to fix them.. but those issues end up being hours and hours for me having to bring those customers back around and get them manually signed up. Additionally, when I was sold on the program, they showed me functionality that would be useful in facets more than just camp sign-ups. Lesson sign-ups, memberships, crm And some others. Just having those would have made the software pay for itself by canceling other software's. However, once we started, we found that those other functionalities did not have the features we needed to be able to use them. I think the software has tons of potential and could be very useful, but I think it needs another one or two years of development with close customer feedback. I don't think it's worth it to pay for it as it is now, I think there are better options. Just my two cents, happy to discuss my experience

Feedback

Commenti: UpperHand support has been outstanding. We are new to the system, but any questions we have had are quickly and easily answered by the support system here. I like that, even though we are new, I feel like we will get answers quickly to help us operate efficiently and provide that quality care to our customers.

Aspetti positivi:

I like that the software allows for us to schedule and book lessons, rentals, and more with ease. It is nice that the calendar view helps us see and access sessions directly from that same view.

Aspetti negativi:

It is frustrating with the payment set up. It is difficult that the way a session is booked also completely dictates how payment is done. For example, if someone wants to schedule say 8 weeks of lessons. If we book it one by one, as 8 individual sessions, payment is set up as 8 individual payments. So they come in and say, "Oh I'm paying for all of this at once". We then have to physically go in to each event and pay those out individually. That is annoying and time consuming, but that is the less cumbersome of the outcomes. In the other way, lets say we book someone for 8 sessions and set it up as 8 sessions in the system. Then the client comes in and says "I'd like to just pay for tonight". We can't even do that. We would have to delete the entire event and re book it as individual sessions because the payment would be set up where it wants the entire session paid for all at once. It would be awesome if we could just pay for what they want and the event would mark it as such. Something where we click what is being paid for and the system holds the balance or lets us know what is still unpaid or needs to be paid would help a lot.

Growing company

Commenti: Quite good. I think the workflow will improve but you can do almost anything and it is vital to our small business

Aspetti positivi:

For private trainings, the amount of options for events are numerous. Parents can usually book easily

Aspetti negativi:

Marking availability is not always easy. And changing the trainer or time of a session isn't done in the same window.

DBAT Chattanooga

Commenti: My overall experience has been the most frustrating thing I have ever encountered in the business world because of lack of training. You sent a person to train us who was here 4 days and did not even know about the DBAT hub with the tutorials and articles. I asked every day, is there not any written material or hand outs we can print off that explains this training and the answer was no! We were honestly trained on about 2% of the system and that was suspect as we have since found the way we were trained to put members in was incorrect and have had to redo all that were put in. We found the hub upper hand training tutorial by chance after the trainer was gone and have basically had to train ourselves on how to use the entire system and it has been extremely frustrating! There is not enough support staff to serve us as a user. When we have issues it is difficult to get a response from upperhand the same day and no phone support offered is awful as not everything can be handled by email 2-3 days later!

Aspetti positivi:

The features that are available for all the services we provide.

Aspetti negativi:

- Almost zero training for me and our staff. - Minimal phone support when have issues from lack of training - the calendar schedule events and the pos system does not talk to each other when paid from pos it doesn’t update calendar and shows unpaid even though was paid. - if have to manually discount an event it still shows unpaid in calendar.

Good enough not to devote more time to finding another product.

Commenti: Ease for parents to register for our camps and programs improved for our business. We still use software for private training business since it’s not as user friendly for upper hand. Would love an all inclusive option.

Aspetti positivi:

Mobile access for on the go checking of registration lists.

Aspetti negativi:

Doesn’t offer a good private training booking experience.

Great Value

Commenti: We have been a user since the beginning of when Upper Hand created their software. I have been able to grow my personal business along with the growth of Upper Hand. They have always listened to user ideas and have implemented many of our suggestions. They've been a great fit for our company.

Aspetti positivi:

Pretty easy to use. Reporting. Ease to duplicate events. Great customer service

Aspetti negativi:

Edit-ability of pricing and what is shown when a buyer gets a marketing email. Offer a check box system at check out.

Utah Youth Tennis

Commenti: For the most part, it's been very good.

Aspetti positivi:

It's very easy to use. I enjoy the reliability and support.

Aspetti negativi:

I wish it had a little more flexibility in the functionality so that I could tailor it to the specific needs of my organization.

Matt’s review

Commenti: Excellent

Aspetti positivi:

The ease of use in scheduling, payments, setting up memberships

Aspetti negativi:

There are some features I wish could be different but overall it’s great

Not there yet!

Commenti: Was told features I requested numerous times were coming soon but never came. We purchased a website through them and was told we owned the site until we went to cancel service. We were definitely mislead by the salesman or company.

Aspetti positivi:

Site was easy to use for the most part.

Aspetti negativi:

Lacking several must have features that my new software program has. Also had numerous occasions where I cancelled a client but they continued to get charged through Upperhand. Made me and my business look bad.

Needs a few updated features but overall I am liking it

Aspetti positivi:

I enjoy the Memberships option and payment plans

Aspetti negativi:

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

Sogility UH

Commenti: I’m happy with the willingness to take constructive feedback.

Aspetti positivi:

The features that I like most are the ability to create needed events & the new features to switch users or trainers.

Aspetti negativi:

Scheduling view for the clients. Ability to obtain needed data.

Upper Hand Review

Aspetti positivi:

It is pretty easy to use. I was going to use zen planner but ended up backing out due to it being so hard to learn. Upper Hand has been great when it comes to learning the system and running with it.

Aspetti negativi:

There isn’t a calendar that list all the available times for the month for clients to choose from. I’ve had some clients suggest adding a calendar that lays out the month and the available times.

Software Review

Aspetti positivi:

The ease of use for both the customer and employee perspective.

Aspetti negativi:

The flexibility from the schedule page. A current big miss is the drag and drop feature for events as well as the ability to cancel classes or customers from a class directly from the schedule.

Should be easier way

Aspetti positivi:

Clients can join easily off my app on phone.

Aspetti negativi:

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

Customer Friendly

Commenti: I am really able to streamline my activity and track my clients.

Aspetti positivi:

It was very Easy to use. Within minutes I felt comfortable.

Aspetti negativi:

There was really Nothing to dislike. I like the product completely.