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About Upper Hand

We untangle the complexities behind running your business, empowering your team to deliver client outcomes that grow your bottom line.

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Pros:

Price is really inviting compared others out there.

Cons:

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.

Upper Hand ratings

Average score

Ease of Use
3.9
Customer Service
4.3
Features
3.8
Value for Money
4.0

Likelihood to recommend

7.5/10

Upper Hand has an overall rating of 4.1 out 5 stars based on 109 user reviews on Capterra.

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Filter reviews (109)

Peter
General Manager in US
Sports, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Love this software.

5.0 2 years ago

Comments: The set up was process was well executed. The customer service was fantastic after the set up.

Pros:

The Service and response is fantastic. The people I worked with are courteous and patient. I love working with them and it is nice to know that they are there when we need them.

Cons:

Signing up a new client could be a little easier

Upper Hand Response

2 years ago

Hi Peter, Thank you so much for taking the time to leave a review! We are thrilled to hear that your switch from Mindbody has been a good one, and that you've had such a positive experience with our team as you've been onboarded onto the software. We're looking forward to watching your business grow! We also appreciate your feedback on how we can continue to improve our platform to give you and your clients a better experience. We have taken your feedback to our product team! Thank you again for the kind words, and hope you have a great day! CK

Shanel
Director in US
Sports, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Upper Hand for facility owners

4.0 5 years ago

Comments: The pricing is steep in comparison to the features.

Pros:

I love the ease of setting up programs and clinics. The software is great for creating clinics with easy to understand prompts.

Cons:

The software features are not robust enough to manage a facility. The reporting function lacks features to easily capture daily sales. The mobile reports feature doesn't exist. The software is great for clinics but cumbersome for recurring classes and front desk check in.

Upper Hand Response

4 years ago

Hi Shanel, Thank you so much for your review. We are glad to hear that setting up your programs and clinics is easy, and ease of use for your clients has been improved. We appreciate your feedback on how we can continue to improve to better serve your needs. Have a great day!

Brandon
Athletic Trainer in US
Sports, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Regretting Leaving MindBody

2.0 5 years ago

Pros:

The ability to create a unique platform specific to our business needs. Merchant fee for credit card transactions is favorable as well.

Cons:

At our business we are constantly booking clients. We have a mix of repeat and new customers but for the most part we know when we’re seeing clients and classes. The fact that we still cannot make recurring events possible is ridiculous. I should not have to time out of each day to book a client, whom I have had at the same time and date for over 6 months, over and over again. It’s been promised for Q1 for 2020 but that was after Q3 and Q4 of 2019 fell through so we will see. The mobile app continues to either crash or run extremely slow regardless of cell service or WiFi connectivity. Its a coin flip whether I’ll be able to complete a purchase or book an event with out the window dropping. The desktop version is better but we’re not in front desk all day. Functionality seems so circuitous to perform simple tasks like deleting or rescheduling events. I have to find the three vertical dots on one side of the screen then the window populates on the other side to do quick pay or reschedule. If I want to delete I have to search for the specific client rather than doing it through the calendar view where I can actually see the event I’m deleting/rescheduling in the context of my day. In order to reschedule I have click view session then find three vert dots. View event doesn’t seem to do anything. Now imagine trying to train employees who don’t have the knowledge of this platform on how to use this.

Upper Hand Response

4 years ago

Hi Brandon, Thank you for your candid feedback. We are glad you have had a positive experience with our customer support teams, but are sorry to hear some of the functionality has not met your expectations. We appreciate your feedback on how we can continue to improve our product. Thank you, and have a great day!

Donny
Owner in US
Sports, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Thanks UH

4.0 5 years ago

Comments: Excellent, super easy to easy and intuitive..great people at UH

Pros:

Ease of use, great customer service, easy for customers and super Intuitive.

Cons:

Functionality could be boosted for our industry, a few work around a here and there.

Upper Hand Response

5 years ago

Hey Donny! Thanks so much for taking the time to write this review. We're thrilled to hear that you appreciate the customer service and find it easy for your customers to use. However, we're sorry to hear that the functionality could be boosted for your industry, and we'd like to learn more about the specifics that could be improved for your use case(s)! I've shared for your feedback with our team and they will be reaching out in hopes of scheduling a product feedback call. Thank you again for your candid feedback and have a great day!

Chris
Trainer in US
Sports, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Great Business Tool

5.0 2 years ago

Comments: It has helped me a lot so far!

Pros:

Really nice way to have all your clients in one system.

Cons:

Can be confusing especially on the customer face, when signing up for the first time. I commonly get questions about the schedule as they cannot see it before they sign up for a package or membership.

Upper Hand Response

2 years ago

Hi Chris, Thank you so much for taking the time to write a review of the software! We're so glad to hear that our platform has helped your business and keep your clients organized in one system! That said, we greatly appreciate your feedback on how we can create a better scheduling experience for you and your clients. Thank you again for the review, and hope you enjoy your day! CK

Mackenzie
Owner in US
Sports, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

MacRoc Soccer Review

3.0 5 years ago

Comments: Overall it is great if we can diminish/decrease the occurrences of glitches/issues within the software.

Pros:

Honestly, I do not know where my business would be without UpperHand. It has been such an asset when organizing our clients, calendars, reports ect.

Cons:

Quite too often, the software has glitches and errors that keep us from conducting business at the times we would like to. In time, they are always fixed, but it does put a dent in what we do from the admin side as well as the cliental side and it is quite frustrating.

Upper Hand Response

5 years ago

Hi Mackenzie, Thanks so much for taking the time to write this review. We're ecstatic to hear that you don't know where MacRoc would be without our software!! Here at Upper Hand, we are committed to providing the best client experience. We are aware of some of the glitches you've experienced and are glad we've been able to rectify them quickly. Our Engineers are committed to reducing any product instability to eliminate this moving forward. Thank you again for the review and have a great day!

Sean
Team Member in US
Sports, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Great Opening Experience

5.0 5 years ago

Comments: We've really enjoyed the experience with Upper Hand's staff and software. Every interaction has been friendly, engaging, informational, professional, and super helpful. We can't compliment the staff we've worked with enough, as they have been instrumental in making us feel comfortable about our decision to use their software, as well as their services. Very happy we made this decision!

Pros:

We are loving the features and potential of the Upper Hand software! As we get our business off the ground it has been great exploring the various features, and we are excited about the customer experience we'll be able to provide thanks to the software's ease of use!

Cons:

Honestly, nothing at this point. We are still learning more and more as we develop our programs but for every question relating to our programs, Upper Hand has been up to the task.

Upper Hand Response

5 years ago

Hi Sean, Thank you so much for the review, specifically the comments on the customer experience and positive interactions with our team!! We look forward to the future of our partnership!

Tina
CEO/Owner in US
Sports, Self Employed
Used the Software for: 2+ years
Reviewer Source

Buck Fastpitch Academy Review of Upper Hands Sports Software

5.0 5 years ago

Comments: Overall, we have been extremely happy with our customer service experience with Upper Hand. They are great to work with, and are always so quick to answer questions or fix software bugs. I don't know how I would have grown my business success without the Upper Hand software and their team!

Pros:

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.

Cons:

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.

Upper Hand Response

5 years ago

Hi Tina, Thanks for taking the time to write a great review! We're happy to hear that Upper Hand helps you reduce time with admin tasks and that the messaging and mobile app have been helpful. Have a great day!

Myles
General Manager in US
Professional Training & Coaching, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Feedback

4.0 5 years ago

Comments: UpperHand support has been outstanding. We are new to the system, but any questions we have had are quickly and easily answered by the support system here. I like that, even though we are new, I feel like we will get answers quickly to help us operate efficiently and provide that quality care to our customers.

Pros:

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.

Cons:

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.

Upper Hand Response

5 years ago

Hi Myles, Thanks for taking the time to write this review! In addition to your positive experience with support, we are happy to hear that Upper Hand has allowed you to book lessons and rentals with ease, and that you've had a great experience with the calendar! We also appreciate your feedback on the various use cases regarding client payment. This is something our team is actively working on, in addition to a few other exciting payment-related enhancements. If you have more feedback, please let your point of contact know and they'll be happy to schedule a time and provide an update on the timeline of these features. Thanks again for the review! Have a great day.

Andrew
Owner in US
Sports, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Review of hub

4.0 10 months ago

Pros:

It has gotten faster and better by the day s mouth, year!

Cons:

Still has too many steps for calendar view to see full view of instructors

Upper Hand Response

10 months ago

Hi Andrew, Thanks so much for taking the time to leave a review! We are thrilled to hear that our software has continued to improve each day/ month/ year! And, we greatly appreciate your feedback on how we can continue to improve the app to best fit your business's needs. Thank you again for your kind words and feedback, and hope you have a great day! - CK

Jennifer
Director of Marketing in US
Sports, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Upper Hand review

4.0 2 years ago

Comments: So far its been a good tool for us that is much less expensive than what our company was previously utilizing.

Pros:

Ease of use and ability to schedule events quickly.

Cons:

Not able to move credits around very easily

Upper Hand Response

2 years ago

Hi Jennifer, We appreciate you taking the time to write a review, and are glad to hear that you find it easy to use and quickly schedule your events. However, we're sorry to hear that you've experienced some challenges with managing client credits. Thank you again for providing feedback, and hope you enjoy your day! CK

Jason
Asst GM in US
Sports, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

DBAT Chattanooga

2.0 5 years ago

Comments: My overall experience has been the most frustrating thing I have ever encountered in the business world because of lack of training. You sent a person to train us who was here 4 days and did not even know about the DBAT hub with the tutorials and articles. I asked every day, is there not any written material or hand outs we can print off that explains this training and the answer was no! We were honestly trained on about 2% of the system and that was suspect as we have since found the way we were trained to put members in was incorrect and have had to redo all that were put in. We found the hub upper hand training tutorial by chance after the trainer was gone and have basically had to train ourselves on how to use the entire system and it has been extremely frustrating! There is not enough support staff to serve us as a user. When we have issues it is difficult to get a response from upperhand the same day and no phone support offered is awful as not everything can be handled by email 2-3 days later!

Pros:

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

Cons:

- 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.

Upper Hand Response

5 years ago

Jason, First off, thanks for sharing your feedback. We're really sorry that the initial training didn't meet your expectations - clearly, we fell short, and we apologize. We are working hard to right the ship with your frustrations, and hope that having our staff on site at your facility over the next two days will help gain back the trust of you and your staff. The last thing we want to do is let our customers down, and moving forward, we're going to do everything in our power to hold ourselves to that standard. Thanks again for your feedback.

Christopher
Owner in US
Sports, Self Employed
Used the Software for: 2+ years
Reviewer Source

Great Value

5.0 5 years ago

Comments: We have been a user since the beginning of when Upper Hand created their software. I have been able to grow my personal business along with the growth of Upper Hand. They have always listened to user ideas and have implemented many of our suggestions. They've been a great fit for our company.

Pros:

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

Cons:

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

Upper Hand Response

5 years ago

Hi Chris, Thanks for the kind words! We're thrilled to hear that Upper Hand has been apart of your growth at STFA over the years - it's been great growing with you! Thanks for all of your feedback over the years and helping us continually improve. Thanks again for taking the time to write up this review!

Patrick
President in US
Sporting Goods, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

UpperHand has Been Fantastic!

5.0 4 years ago

Comments: Top-notch customer service and professionalism.

Pros:

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.

Cons:

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

Upper Hand Response

4 years ago

Hi Patrick! Thank you so much for your glowing review! We're thrilled to hear you've had such a positive experience with our team and software. It's been a pleasure working with you over the years. Thank you again and have a great day!

Ashleigh
Owner in US
Sports, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Great Software for Small Business

5.0 5 years ago

Comments: Overall UpperHand has done it’s best to provide a great service and cater to my company’s specific needs

Pros:

- Customer support is unmatched - Account manager very helpful and communicative - Love the features

Cons:

- Features are sometimes hard to figure how to use on own

Upper Hand Response

5 years ago

Hi Ashleigh, Thanks so much for the kind words! We are thrilled to hear about your experience with support and your account manager. Have a great day!

Tim
Owner in US
Sports, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Not there yet!

2.0 5 years ago

Comments: Was told features I requested numerous times were coming soon but never came. We purchased a website through them and was told we owned the site until we went to cancel service. We were definitely mislead by the salesman or company.

Pros:

Site was easy to use for the most part.

Cons:

Lacking several must have features that my new software program has. Also had numerous occasions where I cancelled a client but they continued to get charged through Upperhand. Made me and my business look bad.

Upper Hand Response

4 years ago

Hi Tim, Thank you for your candid feedback. We are sorry to hear that we did not live up to your expectations, and we are sorry to see you go. Again, we appreciate your honest feedback on how we can continue to improve our product.

Arianna
Basketball Trainer in US
Sports, Self Employed
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Upper Hand Review

4.0 2 years ago

Pros:

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.

Cons:

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.

Upper Hand Response

2 years ago

Hi Arianna, Thank you so much for taking the time to write a review! We're so glad to hear that Upper Hand has been easy to implement and use for your business! We also greatly appreciate your feedback on how we can continue to improve our product. So, we have taken your feedback to our product team. Thank you again, and hope you have a great day! CK

brad
owner & president in US
Sports, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Great

4.0 5 years ago

Comments: Scheduling is very easy to use in this software

Pros:

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.

Cons:

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.

Upper Hand Response

4 years ago

Hi Brad, Thank you so much for your review. We are so glad you have seen improvements in our product over the past few years, and we appreciate your feedback on how we can continue to meet and exceed the needs of your business! Have a great day!

Edward
Owner in US
Sports, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Good Sports Facility Management Software

4.0 2 years ago

Pros:

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.

Cons:

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.

Upper Hand Response

2 years ago

Hi Edward, Thank you so much for taking the time to leave a review! We're glad to hear that our software features can help you manage all of the different events and rentals at your facility. We're excited that our new features have continued to be impactful for your business. We also appreciate you sharing your feedback on how we can continue to improve our platform to better serve your business and help you get more comfortable with the software. Thank you again for the review, and have a great day! CK

John A
Founder in US
Sports, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Modern Goalkeeper LOVES UPPER HAND

5.0 5 years ago

Comments: LOVE IT

Pros:

FUNCTIONALITY EASE OF USE CUSTOMER SERVICE

Cons:

SOME PARENTS HAVE TROUBLE USING IT, MAYBE MAKE IT EASIER TO USE

Upper Hand Response

5 years ago

Hi John, Thank you so much for taking the time to write a review. We're thrilled to hear your positive feedback about our product and customer service. It's been a pleasure working with you over the years! Have a great day!

Justin
Operation Manager in US
Sports, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Software Review

4.0 5 years ago

Pros:

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

Cons:

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.

Upper Hand Response

4 years ago

Hi Justin, Thank you so much for your review. We are thrilled to hear that you find our software easy to use, and we appreciate your feedback on how we can continue to improve! Have a great day!

Andy
Owner/lead instructor in US
Sports, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Enjoyable experience!

5.0 5 years ago

Comments: From sales, to implementation, to support overall, the experience has been pleasant.

Pros:

Accommodating, intuitive, artificial intelligence, customer centric

Cons:

No timeline given on expressed changes or upgrades to improve customer or user experience

Upper Hand Response

5 years ago

Hi Andy, Thanks so much for taking the time to write this review. We're thrilled to hear that you appreciate the product and have had a pleasant experience! Is there a specific feature you have not received a timeline on? If so, please let us know at [email protected] so we can assist! Thank you again and have a great day!

Morgan
CPA, coach in US
Sports, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

UpperHand

4.0 4 years ago

Comments: Overall it has been a very good experience. When something comes up, whether a customer has a problem using the software or I need help with something on our end, the customer support team has been very responsive and helpful.

Pros:

I like the ease of this software, both for the customer and our company. It is super easy to send out marketing and information emails to all contact or select groups. I also like being able to track different data in the system.

Cons:

There are some features that could be updated to better fit our company, which I have been able to discuss with the customer service team. Some of the reporting could be enhanced.

Upper Hand Response

4 years ago

Hi Morgan! Thank you so much for taking the time to write a review. We're thrilled to hear you and your customers find our software easy to use --that's our main goal! We're happy to hear you've had a great experience with our support team, and we look forward to working with you to make our product better for your use case(s). Have a great day!

John
Owner in US
Sports, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Out customers love it!

5.0 5 years ago

Comments: It's a critical tool that we rely on daily.

Pros:

The user experience is top notch. It's a breeze for our customers to schedule their own lessons and camp attendance.

Cons:

Would love for more features and reporting to be rolled out faster.

Upper Hand Response

5 years ago

Hi John, Thanks for the kind words and great review! We're thrilled to hear about the user experience and how easy it is for your customers - that's our main goal. Have a great day!

Jon
Owner in US
Sports, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

UpperHand

4.0 4 years ago

Pros:

I like being able to set up automatic payments for customers.

Cons:

There are some features that do not fit our business, such as there is no option for automatic family discounts and memberships.

Upper Hand Response

4 years ago

Hi Jon, Thank you so much for your review and feedback. We are glad you've had a positive experience with our software, however we are sorry to hear that there are some missing features for your specific use case(s). We are always looking for ways to improve, so I have passed your feedback along to our product team! Thank you again, and have a great day!