Item: Power Diary
Rating: 1
Author: Ivan Folghera

Overall Satisfaction with Power Diary

Use Cases and Deployment Scope

As a long term customer of Power Diary, I would say their management of the latest data breach has been awful and frankly lazy.Whilst the director says to the media:"Our priority is the security and trust of our customers and their patients," he said.As a customer I would say my the security and trust of myself and my clients is failing.Repeatedly I have asked Power Diary to contact the affected customers, and issue their apology directly to clients of my healthcare business and repeatedly, in my experience, I have been met by excuses, shouldering of responsibility onto me, and a lot of covering their [...] and, in my opinion, not much actual effort towards restoring trust or the relationship.This is on the back of an ongoing issue where their stripe integration causes my clients to be unable to book online, with support responses going cold in the water and left unresponded to while the issue persists with numerous clients unable to use the booking interface successfully.With a busy practice, it is very difficult to find time to email each and ever affected client to secure bookings because of the failure of their system, and to ask me to pick up their slack in this latest development, in my opinion, speaks volumes about the attitudes and culture of the team.Unfortunately it's very difficult for me to just up and leave Power Diary, due to the large volume of clients and locations and data hosted there for my practice but I urge anyone considering them to look elsewhere and, in my opinion, save yourself a whole lot of headaches when you should be focusing on your business.

Pros and Cons

Pros

Product Functionality
Integration with Xero

Cons

In my experience, support attitude and attendance to detail
In my experience, listening to Customers
In my experience, doing what they tell the world they do for their customers.
In my opinion, protecting client data better

Return on Investment

In my experience, stops new clients being able to book easily
In my experience, has sent my clients spam emails and failed to sort it out to my satisfaction (ie contact the clients)
In my opinion, does not represent a safe space for my clients, rather a clunky and problematic solution with no interest in resolving issues.

Usability

I think Power Diary is relatively intuitive however of late, over development of certain features with insufficient user experience testing, and, in my opinion, no desire to resolve the concerns of customers shows me that Power Diary's business model is not customer centric, but self centric and most businesses with this ethos fail in time.

Key Insights

Do you think Power Diary delivers good value for the price?

Are you happy with Power Diary's feature set?

Yes

Did Power Diary live up to sales and marketing promises?

Did implementation of Power Diary go as expected?

Would you buy Power Diary again?

Other Software Used

Xero

Likelihood to Recommend

Power Diary is a useful practice management software however, in my opinion, their support is absolutely awful, in my experience, they stop responding at times and fail to take appropriate steps for customers where there is an issue, choosing instead to take their own path forward, rather than be humble and listen to what their clients need.

In my experience, they have even gone so far as to label constructive feedback as being an attack on their character.

To me, not professional at all.

Comments

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Power Diary, in my opinion, Great Product, Terrible Service