Matthew M.
If all the companies in the world were this good, the world would be a much better place.
Let me preface this by stating my qualifications for making this endorsement. I have founded and run several companies over the past 30 years. I have worked as a software systems analyst and project manager, and have consulted in strategic planning, process engineering and product planning capacities. I know what goes into good operational processes, systems and software, and more importantly, a good company. In most cases, I can tell at a glance if a company is worth consideration as a vendor or partner from looking at their operational policies. Nowhere is this easier to gauge than in assessing how happy their employees are. This is universally evident in how much pride employees take in doing their jobs. Happy employees do a good job and feel good about it. If their product sucks, they won't be happy supporting it. If their company doesn't treat them well, they won't try very hard. I considered several EHRs, and after careful consideration, I selected TherapyNotes as my EHR for several reasons. Their application seemed to perform well, uptime was reportedly excellent, and the application provided most of the features I need at a competitive price. Credit card processing trough TN was cost effective when compared to competitors, and overall, the application seemed to meet my most of needs on paper. What it lacks (a fully custom forms builder to completely eliminate the need for PDFs for informed consent, etc.) is hopefully on the way soon. However, what really sold me on TherapyNotes was the phenomenal customer service experience in the evaluation process. As someone who has reviewed and evaluated many vendors of all kinds in the past from legal and development partners, to banks, service providers, and hard goods suppliers, I had a list of criteria and accompanying questions at the ready for the sales call. The TN representative I spoke with handled 70 minutes of my questions and concerns in stride, and I never once felt like I was being sold to. This was professionalism at its finest, and I believe this person has since been promoted, a move I am sure they wholly deserved. This person had ALL the answers, never once put me on hold, and was empowered to solve problems on the fly. They clearly took pride in both their product and their employer. They were *happy* doing their job, and I could hear it. In contrast, when I tried to schedule a Q&A call of this nature with SimplePractice (TN's most direct competitor), I discovered they do not even have a phone number. They literally offer no phone support at all. I emailed them to request a scheduled call, and received a response two days later telling me they do not do sales calls and I should go watch a series of two-hour videos explaining how the system worked which would answer all my questions. The purpose of this review is not to bash SP; this example serves to highlight the reason I chose TherapyNotes: a superb, confidence-inspiring CSS experience. Post-sale support has been exactly the same: patient, thorough, and pleasant, every time. It is worth noting that today (2/23/2021), SimplePractice still does not offer phone support at all. I am extremely impressed with the competence I encounter at every turn with TherapyNotes, and I feel very confident using them as my EHR for my practice. An organization's operational performance is always trickle-down, meaning good leaders make good policy and decisions, resulting in well-run departments, which results in quality products and happy employees--and happy customers. I wholeheartedly recommend this company.
Response from TherapyNotes, LLCFeb 25, 2021
Matthew - Wow! From the entire TherapyNotes team, thank you for your detailed and thorough review! We are so happy to hear that TherapyNotes has proven to be such a good fit for your business! We appreciate the kind words and we look forward to working with you!