Due N.
Poor support, difficult to navigate
Pros: The software, if it were to deliver on its promises is itself excellent. Excellent pricing model for the industry. Cons: Customer service is lacking. Software overpromises and underdelivers. It is not built for rural transportation companies. Hard to learn for staff in the office, CHC integration is not great if in Wisconsin and MN with our payers. Misses A LOT of revenue, despite tweaking all the rules and settings per RG's guidance. Overall: Years ago when I first signed up for RG I was enthusiastic. It certainly provides a lot of data. The customer service is dismal. You ask a question and get a non-relevant answer or they try to upsell you on something you are already paying for!! It "has good bones" but significant operational and service delivery issues.
Response from RouteGenieFeb 27, 2025
We’re sorry to hear that your experience with our customer service and functionality has not met your expectations. We understand how important it is for the software to work seamlessly with your operations, especially in rural areas and when integrating with CHC payers in Wisconsin and Minnesota. We currently do not accommodate separate prior authorization numbers per service line, we do offer this functionality at the trip level as a standard. — The RouteGenie Team