Number of Seats/Users: Icon offers discounts based on the number of users or seats. A higher volume typically leads to a better discount structure, especially for enterprise-level usage.

Commitment to a Long-Term Contract: Discounts are often provided to companies that commit to using the service for a longer period (e.g., 1-year or 3-year contracts). A longer commitment shows Icon that the company is serious and willing to invest in the platform long-term.

No Active Discounts: Companies that are not already receiving other active discounts may have a better chance of qualifying for additional discounts from Icon. Icon reserves discounts for new customers or those not currently under promotional pricing.

Volume or Usage Commitment: Icon offers discounts if you agree to a minimum amount of usage or transaction volume. This could be based on data storage, transactions, or other metrics tied to how much you will use the platform.

Enterprise-Level Negotiation: Companies that qualify as “enterprise” due to their size or complexity (e.g., having large teams, multiple departments, or geographical presence) may be eligible for additional discounts from Icon. Such companies are often in a position to negotiate for better pricing.

Early Renewal or Prepayment: Icon often offers discounts if you renew early or prepay for the entire contract period. This is a common approach to securing a lower price.

Here at Spendbase, our internal data shows that Icon stands out for organizations focused on communication and engagement in senior care. Our clients consistently highlight several core strengths and some key improvement areas.

What Spendbase clients love about Icon:

– Easy-to-use interface: Across the board, clients value the simplicity and user-friendly design, which makes onboarding and daily usage smooth—even for those less tech-savvy.
– Personalized communication tools: The ability to record and send messages in familiar voices provides a personal touch. Sending messages via text, voice, and email helps increase engagement, as staff and family are more likely to read a text than listen to a voicemail.
– Robust messaging capabilities: Clients appreciate being able to reach staff, residents, and families quickly, whether for emergencies, daily updates, or COVID-related notifications. Mass communication saves countless staff hours.
– Group messaging and filtering: Categorizing audiences and easily targeting them for specific messages improves workflow and ensures the right people get the right information.
– Tracking and logs: Monitoring who received and read messages is essential for compliance and transparency.
– Responsive customer support: Clients routinely report fast, helpful customer service and that suggestions are genuinely considered.
– Integration with systems: Linking with EMR/EHR is a big win, making it easier to handle notifications and updates.

Areas for improvement identified by Spendbase clients:

– Transitioning from old to new formats: The move to new versions and updates can bring confusion, with a learning curve for those used to original formats.
– Calendar and print formatting: Some feedback centers around limited customization options and frustrating print layouts, making reporting and scheduling less efficient.
– App usability: Clients mention issues with frequent logouts, poor attendance viewing functions, and resident complaints about specific features like dining reservations.
– Data management nuances: Deleting or modifying user info can be time-consuming. Sometimes, information meant only for admins becomes visible to others.
– Template and media retention: Losing templates and media during platform changes is a concern for some organizations.
– Tech support and automation: Automated assistants don’t always meet client needs. Clients prefer direct contact for support.

In summary, our clients confirm that Icon is a reliable, time-saving, and flexible platform for senior-focused organizations. While it streamlines mass communications and supports compliance, more options for customization and smoother transitions between versions would make it even more valuable. Spendbase clients continue to use Icon for daily communication with staff, families, and residents, finding it a vital tool in their operational toolkit.