Upper Hand Erfahrungen

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.

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.

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.

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.

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.

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

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.

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!

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

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

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.

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.

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.

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

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.

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.

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

Customer Service has been non-responsive at times.

This software has a lot of features and it is constantly being updated with new features. You can create memberships, individual events, recurring events, camps, cage rentals, etc.

It can be confusing to use this software at first. There is definitely a learning curve and sometimes elements of this platform will seem duplicative.

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

- 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.

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

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

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

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.

UpperHand sports has been fantastic for my business! They listen to their consumers and are constantly striving to make improvements. I have even been on a phone call with [SENSITIVE CONTENT HIDDEN], who is their [SENSITIVE CONTENT HIDDEN]. They have grown in their functionality each year I have used them and my clients like using it as well.

Every time I do not like something and I make a suggestion they work as fast as they can to make software updates.

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.

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.

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

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.

The software has improved tremendously, and is a great tool for a baseball & softball training facility. The software is easy to use, and very user friendly.

The software needs to be tied to gift cards and the cash drawer. This is very important.
Need better reports too. Inventory management - making inventory adjustments - needs to be easier.

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.

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.

I enjoy the Memberships option and payment plans

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

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

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

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

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.

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

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

Strong concept and truly needed in the management of large clubs. Basically functionality of the system is strong and it was easy to set-up initial events. However, needed to create workarounds to define events like we wanted them set-up.

The Sales Team oversold the existing functionality that was currently available and we proceeded based on that understanding, paid the initiation fees to later find out key functionality to us was not available. Major pain points included 1) inability to turn off accepting checks 2) generic waivers are built to primarily protect Upper Hand not the client 3) client invite process is cumbersome and add new client lists difficult to customize 4) emails and calls took days to get a response including the email to cancel.

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

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.

Intuitively manages the space in my gym for multiple uses.

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