ZENOTI

Pros

I love their implementation team! A joy to work with and always able to accommodate our needs. The product itself is wonderful as well. Great for enterprise platforms and single practices alike. So much depth to the software.

Cons

Some of the current workflows are less efficient than our old solutions. Forms, e-prescribe, etc. That being said, several of these features are being revamped or added in the near future.

I will also add that the project management tools we used became a little cumbersome. They used 2 different tools that were different than the 2 we use in our business. Add in email and it can be a little difficult to ensure you are up to speed on all communications!

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Pros

There are so many different programs available. Zenoti is one of those programs that is very user friendly and almost usable without too much training. It just makes sense how it’s set up

Cons

Not really any cons. Formatting forms was difficulty just because I had never done it before

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Pros

What I like most is the POS system. Credit card is fast to connect for the guest and storing a card on file is convenient that they can use the reader and tap their card themselves. As I am used to having a convenient that they can use the reader and tap their card themselves. As I am used to having a hand key that information for every guest so I can appreciate that. also that you can message on eazy connect directly to a client from in their profile. I also like the reopen an invoice feature for errors to be corrected or adding product on for an artist, etc. for commission. opening and starting the day on the register is a breeze like no other since you don’t really even have to do anything you just turn the program on and the team loves that.

Cons

I absolutely am not a fan of booking appointments on zenoti especially rebooking a guest from their invoice. I find a lot of the features with booking to be not very user-friendly. I don’t like that The invoice goes away after I try to book an appointment and it’s not a simple thing to go back to when you need to pull up that guest invoice again. there are also a number of things that I do not like about with ringing up products on a ticket/invoice and that I have to re-enter the stylist initials over and over again. Also adding discounts are not simplified and can be tricky. And closing the register could be a little bit more seamless, and I really wish they would add coin rolls on the cash counts. As now we have to manually add coins from our coin rolls in with our accounts which I am not thrilled with.

Pros

The staff support has been top notch! [sensitive content hidden] has been so amazing! He has gone above and beyond to help me figure this system out. Patience of a saint! This is the most advanced scheduling system I found for my growing business. I know it will help my keep business growing but at a much faster rate because of the ease and user friendliness for our clients.

Cons

It is a pretty advanced system so it takes time to learn it all. There is lots to learn! I am not techie by any means and I am getting the hang of it. Create the time to learn all the amazing things this system offers.

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Pros

Zenoti can almost 100% be configured to my business needs.

Cons

There are some features that would be helpful for my business that aren't available (yet). Such as Matinee pricing.
The response time for a live agent through the chat box can sometimes be long.

Pros

All in one features, phone, scheduling, texting, sending the patient reminders of their appointment. And our patients are liking the customized loyalty points. No need for another rewards application. This is truly a all in one system! We are able to do away with all the other applications and just use ZENOTI for everything.

Cons

Nothing so far, we are still in the early stages of our Zenoti journey. There are some light improvements that could be done but for the most part we truly like this program for our office.

Pros

Zenoti provides us many opportunities that our previous software did not.

Cons

Some elements that we considered to be crucial in our industry are not readily available and have to be custom created for us.

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Pros

ALL IN ONE capabilities making it the best choice in software, examples are scheduling, payroll. POS system, marketing, inventory, reporting [sensitive content hidden]has helped support our team with extreme knowledge and patience and expertise.

Cons

price, complexity, onboarding , occasional software glitches

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Pros

One-stop shop for our Medspa operations, from scheduling, to guest management to photos/EMR to marketing.

Cons

Limitations on transactional text communications with guests, as we cannot send the same text to multiple guests as part of our follow-up efforts. It must be sent individually, which slows down our efficiency.

Pros

This system is very powerful and there are a lot of great things we can implement to help run our business efficiently. Also, the training documents are great! Also, our on-boarding team has been very responsive. [sensitive content hidden] has helped us so much!

Cons

It's a lot to learn all at once. So not necessarily a bad thing, but if you're coming from another system that's very basic, this can feel overwhelming. Just like with anything, the more I use it and dig into the system, the more comfortable I feel with it.

Pros

Compared to my previous solution, the Zenoti user experience is excellent. The interface is user-friendly and intuitive, making navigation seamless. I appreciate the range of features that enhance efficiency and streamline processes. Overall, Zenoti has greatly enhanced my workflow and satisfaction.

Cons

Working with multiple delivery teams within ZENOTI was at times challenging. But [sensitive content hidden] was able to figure it out.

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Pros

[sensitive content hidden]. He was so helpful and committed to me, my business, and making me successful. He obviously went above and beyond for me and Lux. I probably wouldn't have stayed with Zenoti had it not been for him. He's the true magic.

Cons

I would like to be able to upload PDF files into my treatment form areas. The charting interface of Zenoti is much more difficult than AR -- I used to be able to label where all my tox went on a face and in Zenoti that's not feasible. I would like a better charting of the face so I can be sure tox/filler is placed in the correct places.

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Pros

Zenoti is very robust software and our businses was able to use as a one stop shop for our business needs. Really appreciated the reporting capabilities as well as the built in marketing for emails and texts to our guests. Support team was very responsive and helped to quickly answer questions and provide resolutions.

Cons

Implementation was a bit intense, but that is to be expected considering the customization Zenoti allows for each business.

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Pros

I loved working with the project team. There was alot of onfo to lewrn but they were so helpful and patient with every question during the transition

Cons

Its a bittersweet issue... there was sooo much information but that was becaise it was a completely new system we got to build from the ground up

Pros

Zenoti offers a variety of services that is a step up from competitive software. Reporting capabilities are extensive, with a variety of customization available. Packages, memberships, and loyalty programs are easily accessible. The system is incredibly smart and offers an all-in-one marketing, charting, booking, reporting, and more solutions. The customer service is amazing, the live chat support can take a few minutes to respond, but the integration team and weekly live sessions are a big help. The system can be overwhelming when you first start but has a lot to offer.

Cons

The implementation is very lengthy and there a lot of hiccups to get through in the first few stages. However, the implementation team is very patient and understanding and got us through it easily. It is a very complex system and may be intimating at first use.

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Pros

User interface is easy to use. Logical structure of the system. Very easy to run reports. Dashboards for providers and manager.

Cons

Forms could use some work. It will be great when they enhance how forms can be sent to guests.

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Pros

Zenoti has so many great features! It makes our daily tasks so much easier with all of the information we need at our fingertips. We have had better success with our online booking than we did with our legacy system. We have certainly had an increase in appointments. I love that the schedule layout can be viewed multiple ways as well! Having the texting capabilities has been so helpful. We could not have done this without the patience of [sensitive content hidden], our Zenoti king!

Cons

There is nothing that we didn't like. Everything you can think of that you would need for your business is already there. We are so grateful to have this integrated into our business!

Pros

The ability to properly track inventory - this was our main reason for changing POS systems. Functionally fantastic and loads of features we were previously lacking.

Cons

There are aspects that are a little clunky as far as administration and client experience goes, and the overall aesthetic leaves a lot to be desired.

Pros

A very powerful software with comprehensive features and is a true all-in-one product. Includes online appointment scheduling, billing, POS, reporting customer management, product sales, marketing, etc. and has a ton of different integrations you can pick from.

Cons

Incredibly time-consuming during the initial set up if you want to integrate a large amount of the available features.

Pros

Love everything about it! We have been in business for 24 years and they customized everything for us!

Cons

Nothing so far. A lot of out issues come from moving from insight.

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Pros

I love the ability to customize things to our needs

Cons

So far, so good do not have anything to say

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Pros

I like that its not stagnant. The updates and improvements I've seen over my 3 years using it have been amazing. Appreciate being heard!

Cons

Sometimes its TOO customizable. Security roles is an example. And I wish there was more integration between forms and inventory.

Pros

Zenoti is a pretty powerful piece of software that met all of our expectations and needs from an operations and accounting standpoint - and then some. We are still in the very early stages so are still learning to use some of the features and functionality - but I will say that I have been part of several software onboardings/rollouts with EMRs/practice management solutions, and I can genuinely say that I have not experienced a more helpful, prompt, and just all around wonderful team than the one we had with Zenoti. [sensitive content hidden]
and [sensitive content hidden] were amazingly responsive and had great questions and feedback that helped us set the system up the way we needed.

Cons

While Zenoti really excels in reporting and customization options, there are some aspects of the clinical usage that could be a bit more robust, and I would love to see an integration with Alle or other rewards programs! It's also not the most intuitive system to use/learn - but I have not worked with any software that has as many guides as Zenoti that show step by step how to do something. They also have weekly in-person trainings and Q+A for all users, I have attended one so far and found it incredibly helpful. So training and guidance is readily available after onboarding, which really helps with the less intuitive aspects.

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Pros

Zenoti helps our business stay functioning with the appropriate forms, patient profile, online booking options for the clients, as well as an awesome support team to help navigate through the software with additional changes and needs.

Cons

its not easy to add certain items or promotional things on your own. there is usually quite a few steps to take to create one task

Pros

appointment calendar, webstore and customisation that suits for my business needs.

Cons

Too many features that makes me an overwhelming experience

Pros

Zenoti has been an incredible software for my business. The system is perfectly tailored to support my needs and growth, and I couldn’t be happier with my decision to make the switch!

Cons

I don't have anything negative to say about Zenoti.

Pros

The team and processes they follow for each imlementation. The attention to detail is immaculate.

Cons

Their are some congifurations that are not as flexible with our enterprise and different workflows at each practice, but we are learning how to incorporate what we can!

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Pros

The level of customization, AI developments have really helped with navigating the system, all in one program - from client communication, payment processing, reporting, employee scheduling and management, to goal setting and tracking

Cons

It takes a very long time to really understand the software and how it works/thinks which can be difficult for new team members

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Pros

Nothing works and it takes support FOREVER TO respond and complete open tickets. Service has gone WAY DOWN since we went live. WAY to much turnover and no one knows who is where or doing what. The support team is kind and nice, but they need WAY MORE staff. It is ridiculous that it takes LITERALLY WEEKS to get a resolution.

Cons

Nothing works and it takes support FOREVER TO respond and complete open tickets. Service has gone WAY DOWN since we went live. WAY to much turnover and no one knows who is where or doing what. The support team is kind and nice, but they need WAY MORE staff. It is ridiculous that it takes LITERALLY WEEKS to get a resolution.

Pros

At one location they onboarded budiness. They are using it with success and generally like it.

Cons

At my second location they Will not onboard us despite we’re paying for the software for two months and despite I’ve emailed them and called them several times over the course of the last month with no response. I keep getting a promise of a response from the chat advisors but no one actually calls me. I have money in the system because I learned how to do the basics from my other store and I can’t get the money out because they won’t onboard you. You can’t put in your own bank information they have to do it. I can’t believe how many different people I’ve called and emailed and chatted with over the last month and no one will call me back just promises .

Pros

The many different features it offers to help with ease of scheduling and every day use.

Cons

Nothing comes to mind, I do not have anything to list that I do not like at this time.

Pros

All-in-one solution for scheduling, marketing, billing, and inventory.

Cons

Zenoti offers so much, it can sometimes be overwhelming and hard to remember where to find things, but the help chat is a great resource. There is also Zenoti University and opportunities to attend webinars.

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Pros

I wish I could come up with something. The sales team put on a great presentation.

Cons

Not to be dramatic, but I don't believe any of the features have worked as promised. The most frustrating part is that their tech support is overseas, so it can take days or weeks to get an answer to what should be a simple problem.

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Pros

It is easy to use, having all our software needs in one program: scheduling, reporting, charting, marketing, memberships, online booking, and payments. In the past, this required multiple software programs to achieve each, adding additional cost. Now, we have one cost and one software to work from, improving workflow and efficiency.

Cons

They are adding new features as they continue to evolve and learn about the medical spa industry's unique needs. So, some future additions will make this an even more robust program, like e-scripts.

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Pros

There are so many features that you really need to be aware of what you need or want. They do a great job with your customer suppport through the CSM to make sure you are getting full use of your capabilities that you purchase. I like that they are responsive to my requests and the software changes often. My old scheduling suite had not changed anything in years.

Cons

Zenoti is on the high side of pricing but you get what you pay for. It is very capable and will grow with you. Also, I would like a few more protections for business owners as far as not showing your employees all the information about your business. They ZMA and MyZen apps really push the boundaries of what I'm comfortable sharing in a super competitve business field.

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Pros

I like the customizable forms, but they take forever to build and Zenoti implementation team will charge you for helping build them. Not user friendly for small business owners.

Cons

As the manager of our med spa, I'd like to address some concerns regarding our experience with Zenoti. We've found it frustrating that certain features that should enhance platform usability come at an additional cost. Specifically, the lack of automatic notifications for low credits in email marketing has been particularly infuriating.

Recently, after utilizing Zenoti for 1.5 years, we began utilizing the marketing tools, only to find ourselves inadvertently exceeding our email capacity for May 2024. While we understand the need to pay for marketing emails, it's disappointing that hitting our cap also impacts essential functions like emailing receipts, without prior warning from Zenoti.

Furthermore, the response from Zenoti support was less than satisfactory, offering to add 7500 emails for an additional $200 instead of acknowledging the lack of notification. This feels unreasonable given our already substantial monthly investment in the platform, which includes charges for text messages and photo management.

As a small business, I manage the backend operations alone, making efficient support crucial. Unfortunately, Zenoti's customer service primarily relies on AI responses, resulting in lengthy wait times and a lack of personalized attention. Additionally, despite our investment, we've yet to receive proactive outreach from Zenoti regarding our experience or feedback on their app.

In conclusion, while Zenoti offers valuable features, the lack of proactive support and additional charges for essential functionalities detract from its overall utility and value for our business.
As a manager overseeing operations at our med spa, it's important to provide a comprehensive assessment of our experience with Zenoti. In addition to the frustrations outlined earlier, it's become apparent that Zenoti's business model prioritizes larger clients, often at the expense of smaller businesses like ours.

Their approach, which seems geared towards extracting additional fees for basic functionalities, suggests a profit-driven ethos that neglects the needs of smaller enterprises. This money-centric strategy, coupled with a lack of personalized support for smaller clients, reinforces the impression that Zenoti is primarily concerned with maximizing revenue rather than fostering mutually beneficial partnerships.

Given these observations, I would caution fellow small business owners to carefully consider whether Zenoti aligns with their operational and financial needs. In our experience, the platform's shortcomings and profit-focused mentality make it less suitable for businesses of our scale. Therefore, I would advise small business owners to explore alternative solutions that prioritize user experience and support tailored to their specific requirements.

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Pros

It is connected to all our franchises so customer data is at any location.

Cons

It is a very non user friendly program. They do not update the platform. NOTHING autosaves. So if you step away from your desk and get delayed all your progress is instantly lost when working on reports, email campaigns, etc. They system lets us down on a daily basis. There is absolutely no "help" because support is out of the country and they take days to respond.

Pros

They are always looking to improve on the services and bring in new add ons to help grow businesses

Cons

Cost - expensive
With all the add ons there is extra cost especially when you have multicentres

Pros

It is very comprehensive. There are many different reports to pinpoint what you need

Cons

There is nothing that comes to mind. As I need assistance, Apratim is very helpful with assisting my management team.

Pros

We're impressed with everything so far! The onboarding process is highly organized and clearly mapped out. This is our third software investment for our med spa, and we've finally found an all-inclusive program that meets our expectations.

Cons

Aside from missing E Prescribe, we like everything.

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Reasons for Switching to ZENOTI

Pros

Great support from the team during onboarding and go live.

Cons

No publishable feedback option. We moved from Pabau to Zenoti for a variety of reasons, however one feature we loved and helped build our business was the internal reviews being shared publicly (with client permission).

Pros

I can't express enough how much appreciation I have for our project management and onboarding team. We worked with project manager [sensitive content hidden] on the onboarding and transformation end and they have been so incredible from day one through the entire transition.

Cons

We had some hiccups throughout the process and some miscommunication issues when signing on, but the project management team worked with us through all of our issues and concerns.

Pros

Zenoti covers everything for my business and is always on the cutting edge of technology and new features.

Cons

Customer service can sometimes take a bit long, but my most recent customer service experience with them was exceptional.

Pros

Zenoti is a great all in one platform. It has a sleek appearance and is fairly easy to use. It includes features for inventory management, payroll, text confirmations, EMR, and so much more.

Cons

We have a large client base and transitiong has not been the easiest. Much of our data had to be saved by us manually and learning from the system from an administrative role has been a learning curve. The amount of features available has been a bit overwhelming but the support we receive has been immensely helpful. [sensitive content hidden] were super supportive through the long implementaion process and [sensitive content hidden] has been a big help in continuing support and ensuring ease of use.

Pros

I wanted to take a moment to express my deepest gratitude for the outstanding support and dedication provided by your implementation team throughout the integration process. [sensitive content hidden] have been absolutely phenomenal, demonstrating unwavering support, a willingness to tackle any challenge, and offering personalized solutions that have truly exceeded my expectations.

Having worked with a dozen POS platforms over my 15 years in the wellness industry, I can confidently say that Zenoti shines above them all. From the initial stages of implementation to addressing any concerns or customization needs along the way, the team has consistently gone above and beyond to ensure a seamless transition and optimal functionality.

[sensitive content hidden]'s guidance and expertise have been invaluable in navigating the intricacies of the implementation process. Her attention to detail and proactive approach have instilled a sense of confidence in me, knowing that she is always there to address any issues or provide clarification.

[sensitive content hidden]'s commitment to excellence and problem-solving skills have been instrumental in overcoming various challenges that arose during the integration phase. His responsiveness and willingness to explore innovative solutions have truly set the standard for exceptional customer service.

[sensitive content hidden]'s personalized approach and dedication to understanding our unique business needs have been instrumental in tailoring the Zenoti platform to suit our specific requirements. His proactive communication and ability to anticipate potential hurdles have made the entire process remarkably smooth and efficient.

Overall, I cannot commend the Zenoti implementation team enough for their professionalism, expertise, and unwavering commitment to customer satisfaction. Their support has been instrumental in ensuring a complete transition to the Zenoti platform, and I am confident that their continued partnership will contribute significantly to our success in the future.

Thank you once again for your outstanding service and support.

Cons

The setup is quite complicated. I believe there is an area of opportunity on the sales to better set expectations of the workload for implementation. The project also started with a Project manager that was not very clear or communicative.

Pros

A full featured product that eliminates the need for integrating a variety of solutions for different business needs.

Cons

Some features could use some minor improvements to make them more intuitive for our staff to understand and use effectively.

Pros

We enjoy how much Zenoti is capable of doing to help us scale our business.

Cons

It seems to be "click-heavy" and sometimes takes too many steps to complete a simple task, and it can be frustrating that abilities live in multiple places to complete something simple.

Pros

It's a centralized system to chart, book appointments, manage clients and leads, take payment, and review any data pertinent to the operations.

Cons

No cons for me to provide on the Zenoti system. As we continue to use and get to know the system, there may be opportunities of improvement, but all expectations have been superseded.

Pros

Nothing. Everything they told us this system would be able to do it does not.

Cons

Extremely cumbersome and confusing. Not intuitive at all.

Pros

Zenoti has everything we need and more to run our Infrared Sauna and Cold Plunge Business. We are able to really customize it to fit both ours and our guests needs. It is also pretty user friendly and the help assistant is a major perk when learning how to do certain things or when you need immediate help! [sensitive content hidden] and his team were AMAZING and helped us out every step of the way.

Cons

Zenoti has a TON of features which is great but it can get very confusing.

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Reasons for Switching to ZENOTI