HouseCalls Pro Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
Commentary Summary
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User Commentary
Operations
TeleVox is developing rapidly, and that is great, but I would love to see more documentation and...
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Loyalty, Product
TeleVox integrates with our APIs through Epic fairly well, but we are still relying heavily on...
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Relationship, Product
TeleVox's road map needs work. TeleVox aims to be an omnichannel vendor orchestrating communications...
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Operations, Product
HouseCalls Pro has been a wonderful product. Our team put a lot of effort behind it, but the TeleVox...
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Relationship
I'm working with TeleVox on a project, and they have really been great to work with. They have done...
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Relationship, Operations
I would recommend TeleVox as a vendor, but I would also say that organizations shouldn't ignore...
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Culture, Relationship
A positive change from the last couple of years was the change of TeleVox's charge model. The second...
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Relationship
TeleVox's executives have been very proactive overall. For example, during outages, we met with the...
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Culture, Loyalty, Value
We like TeleVox's new enterprise unlimited program. One of the drivers for our switch was simply...
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Loyalty, Product
We haven't had any issues with TeleVox, and the solution has come a long way within the last year....
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Culture
There was a time when we were pretty concerned with TeleVox's invoices because they seemed a bit...
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Product
Sometimes, there are delays with the files we get from TeleVox, but we have had some issues from...
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Relationship
There have only been a few times when we have had to open tickets with TeleVox. They have a very...
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Relationship
I would like to have a chat option with TeleVox’s technical support for easier communication....
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Loyalty
We are getting ready to implement the Cancel button in HouseCalls Pro. We are going to use it to...
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Operations
I would tell someone considering HouseCalls Pro that the implementation staff is really...
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Product
There are a couple of things that are a little confusing. But I still think that HouseCalls Pro does...
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Relationship
We have direct contact with a support representative from TeleVox, and they are great. They actually...
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Culture, Product
I would tell TeleVox to try to match the main EHR in the region as best as they can. I would tell...
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Relationship, Product
The only criticism I have for TeleVox is that I wish they would either consult their clients or be a...
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Product
The end-user experience in HouseCalls Pro is very intuitive. It is not too complex. We can get...
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Operations
TeleVox has been great to work with. Our implementation was great, and the vendor's people were...
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Product
I wish HouseCalls Pro didn't time out. We have multiple screens up in the system. The people keeping...
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Relationship, Product, Value
HouseCalls Pro is a great product. I am glad that we went the route of using a tool like HouseCalls...
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Relationship
HouseCalls Pro is super easy to use. It is great for what we need it for, and it allows us to...
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Operations
I have had to go through a full training session for TeleVox's website. It isn't easy or...
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Relationship
TeleVox’s customer service people are great, and they are right on top of things. They have answers...
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Product
TeleVox has never promised anything that they haven't been able to do. HouseCalls Pro's biggest...
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Relationship
TeleVox keeps their promises most of the time, but their support is very poor. They need to improve...
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Operations
I would like more documentation and more training on upgrades. It would be great if TeleVox could at...
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Culture, Value
TeleVox doesn't charge for every little thing. We pay a flat price.
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Product
HouseCalls Pro is working fine for patients. We haven't had any complaints. The vendor's appointment...
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Loyalty, Relationship, Product
In terms of SMS texting capabilities, TeleVox is getting to where they need to be. They are mature....
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Loyalty, Product
TeleVox is introducing new modules and different omnichannel platforms. We don't use all of the...
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Operations
We pay for unlimited texts, phone calls, and emails. However, getting the email feature set up was...
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Operations
TeleVox doesn't really do well with the training piece. We have to go find training resources. It is...
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Product
Integration is a little cumbersome because we have to send TeleVox a flat file or multiple flat...
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Relationship, Product
We would like to have more control in HouseCalls Pro and more understanding of all the fields on the...
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Relationship
I don't like TeleVox’s support system. I don't think it is that great. TeleVox should do something...
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Relationship
We haven't needed any help from TeleVox at the executive level. I don't doubt I could go higher if I...
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Loyalty
It is probably pretty safe to say that HouseCalls Pro is part of our long-term plans for the next...
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Loyalty, Operations, Product
HouseCalls Pro has been a good product. It works and is effective. We are pretty satisfied. The...
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Relationship
I would say that TeleVox keeps promises, especially these days. Things are better because they...
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Relationship
HouseCalls Pro doesn't help us a lot of times. There are a lot of issues with the product, and it...
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Operations
The HouseCalls Pro implementation was supposed to take a couple of months, but it took much longer....
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Operations
Initially, TeleVox gave us a quick tip guide for HouseCalls Pro, but the tip guide wasn't...
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Product, Value
TeleVox changed their platform recently. On the patient side, nothing changed, but on our side, it...
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Culture, Value
TeleVox used to charge us for every little thing, and now we have an enterprise agreement, so we...
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Relationship
Sometimes on the weekends, TeleVox’s support is not that great. Weekdays are fine. There are...
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Relationship, Product
HouseCalls Pro has been a great product for us, and there has been great flexibility with the...
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Loyalty
Things have improved with HouseCalls Pro, but the demands and feature requests are increasing, so...
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Operations
We ended up with some surprises with the last upgrade of HouseCalls Pro. It was handled terribly. We...
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Value
We are charged for each individual message in HouseCalls Pro. There are also character limits in...
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Relationship
TeleVox should have partnered with us a lot better in terms of keeping promises, timelines, and...
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Loyalty
HouseCalls Pro needs to be more reliable. We are having issues with files creeping up, and...
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Relationship, Product
We have fallout with the ease of use with the office staff. Some users are good about going into the...
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Product
HouseCalls Pro is pretty useful. It basically only asks patients whether they want to confirm their...
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Operations
TeleVox has video trainings that are available. They have lots that are already out there that we...
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Relationship
I requested a couple of new features to be added, and TeleVox added them in. Although there were a...
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Product
It takes a while for users to get into the product, and then they have to get into the dashboard and...
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Relationship
The support from the vendor is kind of teetering. Everything is done through email. A couple of...
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Product
We are getting the reports, and we are getting the calls out there, but sometimes it is hard to get...
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Loyalty
We will be potentially moving away from the product because we are trying to consolidate everything...
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Culture, Value
We don't really get extra charges. However, when we went to the new platform and the new SMS...
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Culture, Relationship
TeleVox does a pretty good job of making sure our customers get their reminder calls and texts. I...
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Relationship
The only issue I have had is HouseCalls Pro has gone down a couple of times without the vendor...
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Relationship
Sometimes when I put in a ticket for updating messages or doing other technical support stuff, the...
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Product
Occasionally, the integration is pretty good, other than when calls don't go out because of some...
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Operations, Product
The website is pretty hard to maneuver through sometimes. The icons we click on are not very...
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Relationship
TeleVox’s support is great. We have had a few issues and things we have needed recently. The support...
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Operations
Overall, we would not buy HouseCalls Pro again. The issue was the implementation process, and things...
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Culture
We have an account manager, and at times, they want to sell us more stuff. We are not interested in...
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Operations
TeleVox has good training, and they have classes. We have new users where we set up HouseCalls Pro...
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Loyalty
When our contract comes up, I think we will evaluate different services. We may replace HouseCalls...
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Product
The messages that come out of HouseCalls Pro are straightforward. We don't ever hear complaints from...
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Value
HouseCalls Pro is a standard flat rate, so I don't think we see TeleVox charging for other things....
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Loyalty, Product
We don't leverage all the features that TeleVox offers, so their solution could be a good fit for...
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Product
Having to upload a file and make sure it is in a certain format for loading in files when doing...
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Relationship
Sometimes it took a while to get issues fixed, but TeleVox was always willing to meet with us, talk...
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Operations
There were a lot of technical issues at the beginning of the implementation that we had our IT team...
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Culture
When our TeleVox contract ends, we will be converting to a different vendor's product, so that will...
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Relationship
A few years ago, TeleVox was hit with ransomware, so they had to shut down the entire operation...
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Culture
TeleVox absolutely does not keep all their promises. A very important part in dealing with anybody...
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Product
HouseCalls Pro is a good, very simple product to use, and it works. The patients are happy with it...
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Culture
Whoever is paying the bills for HouseCalls Pro has to keep monitoring it. TeleVox doesn't charge for...
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Relationship, Value
TeleVox’s communication is terrible. We didn’t get any notice that there would be a price increase....
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Culture
We had an issue with TeleVox where I wanted to negotiate the price in the contract with them, and...
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Product
I can't really suggest an improvement TeleVox could make in their texting capabilities because in...
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Product
With the texting capabilities of HouseCalls Pro, our translations were easier to capture and...
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Operations, Product
We do have people who use HouseCalls Pro, and it is not very user-friendly. Staff members don't have...
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Product, Value
HouseCalls Pro has reduced our no-show capabilities across the institution. It is a big thing to get...
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Relationship
TeleVox has gotten much better at being proactive. However, if I don't ask for an escalation,...
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Loyalty
At this point, I would buy HouseCalls Pro again. HouseCalls Pro is definitely in the plan for the...
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Culture, Relationship
For those we work with, TeleVox keeps their promises. We have had some things in the past, but they...
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Loyalty, Product
Recently, we floated over to Epic's version of texting, so TeleVox right now only has our phone...
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Culture, Relationship
The only issue that we have had with TeleVox recently was that we were trying to get in touch with...
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Operations
We don't really have ongoing training for HouseCalls Pro. If there is really something we need, we...
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Product
Patients get appointment reminders through HouseCalls Pro. They press a button, and their response...
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Relationship, Product
TeleVox is really on top of the latest technology. They make sure that patients are satisfied, and...
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Loyalty
Our office staff members don’t really use HouseCalls Pro. The only thing they might check is the...
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Relationship
When I have needed service from TeleVox, I have gotten it. There is a specific TeleVox...
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Operations
TeleVox underpromises and overdelivers. Their implementation team is great to work with. TeleVox has...
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Relationship
I give TeleVox's executive involvement a middle-of-the-road rating. The frontline people I work...
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Loyalty
HouseCalls Pro is not part of our long-term plans, but it isn't because it is a bad product for us....
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Culture, Value
TeleVox avoids charging for every little thing. Their rates are pretty standard. We just have a base...
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Value
TeleVox is great at driving tangible outcomes. They definitely rate at the top of the scale in terms...
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Operations, Product
When everything is going, the ease of use for HouseCalls Pro is good, but the setup can be rather...
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Operations
We had a good experience with the implementation of HouseCalls Pro. The implementation was easy, and...
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Product
HouseCalls Pro works well with our EHR and the files that go back and forth. We would like some more...
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Product
We use HouseCalls Pro for texting appointment reminders and phone calls, and we also use the...
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Relationship
We have several touch bases with TeleVox a year, but we don't get frequent communication from them....
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Product
Some of the feedback we have gotten from patients about HouseCalls Pro is that the voice recording...
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Loyalty, Value
HouseCalls Pro has been effective in cutting down our no-shows, and that was the main goal, so we...
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Operations
The initial training for HouseCalls Pro was fine, but we have not had any ongoing training. The...
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Value
TeleVox could improve their SMS texting with two-way texting and the pricing associated with that....
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Relationship
One thing that we like about moving to HouseCalls Pro is the fact that we can do more of our own...
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Product, Value
An outcome we have seen from using this solution is the benefit of being able to text our patients....
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Culture
We have talked to TeleVox a couple of times about pricing, and our representative is not even...
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Operations
We were pushed by TeleVox to move to the new platform, and we had a certain time frame to do it....
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Loyalty
We are planning to leave TeleVox. We have already switched over our text messaging to another...
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Operations, Value
TeleVox was really hands-on, helpful, and patient during the implementation. We have improved our...
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Relationship
When I have questions about HouseCalls Pro, I go to our internal support team, and they take care of...
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Relationship, Product
With HouseCalls Pro, once older patients get the phone call, they have the option to cancel the...
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Loyalty
I'm assuming HouseCalls Pro will stay around because I don’t believe our organization will ever put...
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Operations
There is a lot of TeleVox training material out there. Also, the vendor offers online classes we can...
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Relationship, Product
Back in the COVID-19 days, TeleVox really stepped up with their broadcast abilities and the system's...
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Relationship
TeleVox’s support portal goes down once in a while, and sometimes when we have to call after hours,...
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Product
We can now maintain the build on the TeleVox side. Now that TeleVox has a new HouseCalls Pro...
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Relationship, Product
The issues we have had haven't been with TeleVox but have been with another vendor. That vendor has...
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Loyalty, Product
Before we moved to HouseCalls Pro, we only had English and one other language for messages, and we...
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Relationship
There were some technically challenged people in TeleVox’s support structure who weren’t ready for...
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Culture, Value
We were paying a little too much for HouseCalls Pro for a while, but ever since we renegotiated the...
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Relationship
TeleVox’s support model is outstanding, and they are honest if they can't do something. Our account...
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Relationship, Product, Value
We have been able to do everything that we have needed to do in HouseCalls Pro, like include links....
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Operations
We had a major project with TeleVox, and it went fairly well. We worked with a lot of different...
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Product
Compared with last year, there are not nearly as many bugs within the system. I haven't seen a ton...
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Product
HouseCalls Pro has the ability to send out blast messages to hundreds of clients if that is what is...
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Relationship, Product
Whenever we send clients anywhere outside of our agency, we have plenty of different partnerships...
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Loyalty, Product
It has been very helpful to have integration options with TeleVox. We have looked at many different...
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Relationship, Product
I would tell a peer or friend just how important having multiple modes of communication with...
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Relationship
Last year, we had some user issues with the overall functions of HouseCalls Pro and with getting...
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Relationship, Product, Value
We use HouseCalls Pro not only for referrals but also for appointment reminders. I have seen great...
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Relationship
The vendor keeps telling us that they are going to upgrade our entire system to the new platform....
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Relationship
TeleVox needs to create a better ticketing process. If they worded the tickets in their language, it...
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Relationship, Product
HouseCalls Pro has always been a very complicated build, so it leaves a lot of room for error. There...
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Loyalty, Relationship
When the vendor does have updates, they are slow to come. I really hope that things are better in a...
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Product
Specific outcomes we have achieved are work queue clean-up and patient outreach for different...
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Product
TeleVox could improve their SMS texting by allowing links into our MyChart system. That would be...
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Relationship, Product
Broadcasting has been a game changer for cleanup projects and campaign things. We don't have that...
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Product
HouseCalls Pro is a long-term product. It has been around forever. With broadcast messaging, it was...
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