Upper Hand

Vorteile

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

Nachteile

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).

Vorteile

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

Nachteile

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.

Vorteile

Relatively good user interface so it’s easy to use on client side.

Nachteile

They would not deliver on what they told me they would

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Vorteile

What I like most about Upper Hand is using the app to make scheduling event and easy to use discount codes.

Nachteile

What I don’t like is that where my client‘s is having trouble logging in and using their payments and they always gotta contact me to get it resolved.

Vorteile

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.

Nachteile

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.

Vorteile

Really nice way to have all your clients in one system.

Nachteile

Can be confusing especially on the customer face, when signing up for the first time. I commonly get questions about the schedule as they cannot see it before they sign up for a package or membership.

Vorteile

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.

Nachteile

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

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Vorteile

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.

Nachteile

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

Vorteile

Honestly, I do not know where my business would be without UpperHand. It has been such an asset when organizing our clients, calendars, reports ect.

Nachteile

Quite too often, the software has glitches and errors that keep us from conducting business at the times we would like to. In time, they are always fixed, but it does put a dent in what we do from the admin side as well as the cliental side and it is quite frustrating.

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Vorteile

I like the ease of use of the Point of sale.

Nachteile

Not being able to delete memberships. I wish I could have the option to delete memberships that are no longer used.

Vorteile

Everything is great with the software. I haven’t used anyone else for my business so I don’t have a whole lot to compare with. But all in all, it’s been perfect for my business.

Nachteile

Once again, this is the only thing I know of. I’ve been with UH for 7 years now and they have progressed well. Thumbs up!

Vorteile

The best feature, and reason for switching over for our company was the ability to add a card on file.

Nachteile

while they have built in a feature to allow repeat booking, it is not the most user friendly. The other thing is only being able to completely block users from booking/registering for things instead of picking and choosing what can be done on the client facing side vs the admin.

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

Customer Service has been non-responsive at times.

Vorteile

The customer service. No software or platform is going to be a perfect match for what your company needs. Where Upper Hand has been most beneficial to DST is through their partnership with me and my team.

Whenever something has been confusing, deficient, or lackluster from our perspective, their team has made every effort to fix, communicate, and better their software to tailor it to our specific needs.

Nachteile

Any time you switch software or learn a new platform, there is going to be a learning curve. It was no different with Upper Hand. There have been some frustrations getting everyone on the team educated and up to speed with the platform and functions, but nothing that wouldn't be expected.

Vorteile

I love how easy it is to use and can get revenue reports and NO DOUBLE BOOKING

Nachteile

Wish you could send out a MASS EMAIL not just for an event. Wish you had a call hotline. The bubble nobody ever answers

Vorteile

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

Nachteile

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.

Vorteile

Overall a very good product reasonably priced and very good customer service

Nachteile

I think the software overall is very good with constant upgrades

Vorteile

Intuitively manages the space in my gym for multiple uses.

Nachteile

The Even offerings menu could be organized better. Need integration to use member keyfobs or a app based QR code for check in.

Vorteile

It’s organized, and we now enjoy receiving reminders for camps, clinics, and lessons.

Nachteile

It’s not retail friendly at all. We encounter so many issues daily as far as scheduling lessons, camps, and clinics. We have a lot of issues editing contact information, and we have always had issues with our app connected to the system.

Vorteile

The ability to create events and set a schedule is great. Inviting new clients is easy and from my customer feedback it sounds like registering is a pretty easy process.

Nachteile

On the admin side there tends to be some areas that take a few too many steps to complete a process. Whether it's changing details in an event, or simply trying to see who is registered for event, it tends to be a much longer process than it should be to retrieve or adjust the information. A quick pull up on the calendar of who the attendee(s) are for an event would be nice. The process to find that information now is quite time consuming and can be frustrating.
There's seems to be bugs in random stuff you do. Having events randomly not show up in the calendar can be frustrating. Double booking has never been an issue as the system still reflects the proper availability for an instructor, but on the admin side, I need to see the schedule in full detail.

Vorteile

- Customer support is unmatched
- Account manager very helpful and communicative
- Love the features

Nachteile

- Features are sometimes hard to figure how to use on own

Vorteile

FUNCTIONALITY
EASE OF USE
CUSTOMER SERVICE

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

It has gotten faster and better by the day s mouth, year!

Nachteile

Still has too many steps for calendar view to see full view of instructors

Vorteile

Es una herramienta que es economica para todos los servicios que ofrece.

Nachteile

Le hace falta ser mas intuitivo es algo complicado acostumbrarce al principio.

Vorteile

Price is really inviting compared others out there.

Nachteile

Nothing yet, started using recently and everything seem good.

Vorteile

The few years I have been with Upperhand I have seen them implement three or more product changes that I have recommended. They have an amazing ability to grow and implement what real users are asking to improve.

Nachteile

The thing I have liked least about the software is the payment after a session but that has been resolved from what I can see. You can now book and pay later.

Vorteile

Ease of use for administrator, lots of features for tracking finances and automated emails to clients. Schedule is easy to use and view as well as creating events is a breeze if you need to add something quickly.

Nachteile

More user friendly for clients so that scheduling can be easier. Ability to provide one-time discounts on fees after they have already purchased a membership.

Vorteile

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.

Nachteile

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.

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Vorteile

I love the camp/clinic registration feature, as it significantly helps reduce time I spend processing registrations and payments. Additionally, I love the messaging feature, as it allows me to send mass marketing e-mails and messages to our entire team of athletes, parents and coaches. Lastly, I love that I am able to access Upper Hand through the mobile app, as I am always on the go and often need to be able to schedule or process a payment when I am away from my computer.

Nachteile

The software is sometimes not very intuitive for the client. I often have clients contact me, because they are struggling with the scheduling feature, as they are not able to easily access their lessons credits or past scheduled lessons. It would be great if they would be able to view all past and upcoming events, as well as their total number of remaining event credits on their dashboard after signing into the mobile app. And while I love the messaging feature on the app, I wish it was better visually designed and would allow you insert graphics and change font size and style. Lastly, while I was thrilled with the latest upgrade that sends out automated reminders, I was bummed that this is only offered to those who upgrade their accounts to the next level. When I first purchased the Upper Hand software, this was one of the initial features included in the membership. I would love to see this feature included for all membership types.

Vorteile

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

Nachteile

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.

Vorteile

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

Nachteile

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.

Vorteile

The modern look of Upper Hand is definitely appealing. Compared to other systems, Upper Hand has the flash of excellence from the outward appearance.

Nachteile

Once purchased, navigating and setup becomes very challenging. I would recommend end to end testing as the customer to navigate through the workflow. We recieve constant feedback from customers that the online process is confusing to navigate. There is some potential with this platform, but that depends on how quickly enhancements are rolled out. Our use case is batting tunnel rentals only, and so far it does not align with an ease of use solution without some heavy lifting.

Vorteile

The calendar and scheduling are most useful, along with the membership and contact functionality!

Nachteile

Some of the areas don’t tailor exactly to the baseball/softball sport specific or multiple team/organization layout.

Vorteile

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.

Nachteile

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

Vorteile

This takes a bit to get use to but when you implement all the options it makes biz life easy! Way too many good things to list. This software takes care of all my biz needs, Calendar , Scheduling, income , memberships , camps, point of sale ,email lists just to name a few.

Nachteile

A few things in the calendar are a tad buggy but Ive learned how to get around them.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

Scheduling, pricing, and customer service

Nachteile

Some of my customers have trouble figuring it out. It doesn’t seem really easy to use for all.

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Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

- 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.

Vorteile

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.

Nachteile

Signing up a new client could be a little easier

Vorteile

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!

Nachteile

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.

Vorteile

There are certain features that many other scheduling software systems do not encompass. For example, private links to be sent to certain individuals.

Nachteile

The adaptability to cater to the business needs. This is a huge issue we are having. Many times I am told "I will let our engineers know of this" meaning this is something we cannot change and we have to deal with it. Also the system is not very user friendly for our clients. We have had many struggles with client interaction. Lastly, many glitches occur making use very hard at times.

Vorteile

Mobile access for on the go checking of registration lists.

Nachteile

Doesn’t offer a good private training booking experience.

Vorteile

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

Nachteile

How the software runs and their customer service

Vorteile

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

Nachteile

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