Year in Review 2017

Written by Phillip Ziff on December 27, 2017

Thoughts from our CEO

As the year comes to a close, many of us will revisit events that shaped our experiences. We welcomed new clients and said goodbye to existing ones. Formed new relationships and hopefully learned a thing or two.

Now is also the time to look ahead to all the possibilities a New Year may bring. New beginnings and new commitments to work, personal growth, relationships and our health. For many, despite our best intentions, we’ll fall back into old habits and either accept this with kindness, or lament our inability to stick with even the smallest commitment to ourselves. In these times it’s important to remember that each day, each moment, provides every one of us with the possibility of being present to renew our commitments. 

This is also a time when your clients/patients are on similar journeys and will look for support and guidance from you during moments of ease and suffering. Compassion, patience and forgiveness are all required for ourselves and those we are working with.

Your team at SimplePractice is also participating in these same things. We look at the possibilities and opportunities we have to provide our community the best platform upon which your practices are built. We are grateful that you have chosen us to support you on your professional journey.

Thank you and may your holidays and New Year be happy and healthy!


Get new clients, grow your practice

2017 was a year of growth. Our company tripled in size, we moved into a new office space, and we reached the 15,000 customer mark. So we find it fitting that as we flourish, we focus on helping you do the same. Our biggest feature releases this year relate to helping you grow your practice and communicate with your clients. Here are some of the highlights.

Online Booking (on your website)

Getting new clients is integral to developing your practice, and so we created a tool to help you do just that. Online Booking is a game-changing new feature that creates a calendar pop-up on your site, so potential clients can sign up for their first appointment on the spot. This streamlined experience means there’s no need to jump to another site, increasing the likelihood that potential clients will commit. Many of our customers found that this increased the number of initial appointments on their schedules.

Secure Messaging

After you make a great first impression, it’s important to engage with your new clients. This year, we added a way to communicate with your clients directly and securely. Secure messaging lets you send HIPAA compliant messages to your clients without ever leaving SimplePractice. When you’re looking at a client’s file and realize there’s something you’d like to communicate, you don’t need to open your email or pick up the phone. You can instantly send a message in SimplePractice, in context, with all of the necessary information in front of you.  If a client needs to reschedule an appointment, they can easily send a secure message letting you know.


2-Way Google Sync

And what if you’re on the go, and want to switch an appointment time? Well there’s always the SimplePractice mobile apps, which got a full aesthetic redesign this year. We also added a way to view and make changes to your SimplePractice schedule in full context with your Google Calendar. Our 2-way Google sync lets you make updates in your Google Calendar that appear in SimplePractice. It’s fully responsive and instantaneous, and another way that you can manage your practice from wherever you are.

Mobile Updates

One of our goals is to help you balance your practice with your busy lifestyle. That’s why we’re constantly working on improving our mobile apps to bring the experience closer to the web version. This year, we added some great new features to both iOS and Android to give you even more of a reason to leave your laptop at home.

One of our biggest mobile updates this year was document sharing. Now you can send your client intakes directly from your phone. Then, view the completed documents right in your app, no matter where you are. You can even take a photo of a document, note, or your client’s insurance card, and upload it directly to your client’s profile. Next year, we plan on adding even more of our web features to the mobile apps. 

Engineering and Security

Our engineers work hard to keep SimplePractice running smoothly and securely. That’s why we’re able to maintain a website uptime of 99.9999%.

We want your experience using SimplePractice to be as seamless as possible, so we’ve made some updates this year to improve how we address issues that come up. A lot of this work is done behind the scenes, so we wanted to share some improvements the team has made.

We migrated all of our servers to an upgraded security platform, adding an extra level of safety. We also doubled our web-app developer team and revamped our enhancements and bug fixing processes to resolve issues and improve the product even faster. This new process helped us catch up on our backlog of smaller issues that affected a handful of customers.

These major updates are just some of the ways we’ve worked to help you grow and manage your practice in 2017. We also hired two awesome, experienced directors for both Product and Customer Success. Here are some updates from their teams:


2017 Product Review

Pam Yoon, Director of Product, SimplePractice
From Pam Yoon, Director of Product

2017 was a banner year for the Product Team. We implemented a wave of large and small features based on insights from our most knowledgeable resource–our customers. Hiring a team of experienced designers and product developers this year also showed how committed SimplePractice is to building usable features thoughtfully and with customers’ needs at top of mind.

Here are some highlights of major improvements we’ve made around helping you run your business, increasing productivity and client communication:

  • As a practice owner, the Business Documents section lets you keep your all your business and practice documentation in the same place
  • Group practices also benefited from different levels of visibility for team members with the new Clinician Access Levels.
  • We’ve already given you the ability to preview Notes and Forms Templates, but we know that you need a more complete library of notes and forms. That’s in the works, as well as a more robust way to create your own forms and notes.
  • The iOS and Android apps are updated regularly to stay current with both Apple and Google software and device updates. Features such as the ability to customize the Dynamic Type in the iOS app and fingerprint authentication are just a few examples of how we do this.

All the features listed here are useful and needed. But another aspect of a great product is the “user experience,” which includes usability and visual design. That’s why we are also passionate about adding elements of delight to the product to make your day better. You’ll likely stumble upon these illustrations and animations in the next year. We hope that it makes you smile.

Transparency is something that we deeply value, so we’ve added a new Product Roadmap that you can see anytime. Check out the roadmap for a more detailed list of the features that we released in 2017. It’s updated regularly, so don’t be disappointed if you don’t see something now–it might be added in the future!

As always, we feel lucky to have such an engaged community of customers. Have a great holiday season!



2017 Customer Success Review

Alex Marrache, Director of Customer Success, SimplePractice
From Alex Marrache, Director of Customer Success

When you succeed, we succeed, so it’s important for us to make sure we continue to evolve and give you the support that you need. This year, we significantly expanded our team of dedicated Product Specialists. This allowed us to increase our live support opportunities, like daily Question & Answer sessions, more 1 to 1 onboarding and supplemental trainings, and video calls for more complicated and escalated cases. As our team grew, our ticket response times decreased significantly, and we’re happy to keep going above and beyond for our customers. Here’s a list of some of our proudest accomplishments this year:

  • We answered about 15,000 of your emails in 2017! 
  • We significantly increased the number of available times for 1 to 1 screen-shares and held over 2,000 live sessions to assist in onboarding new customers and provide continuing support to our existing customers.
  • We added a bunch of great people to the Customer Success team, which tripled in size!
  • We brought back daily live Question and Answer sessions to give you even more opportunities to speak to a Product Specialist.
  • We continued our efforts this year to build a world-class help center to make the resources you need easily available, robust and relevant.
  • We launched an active Facebook Community, giving our customers a place to connect with each other and share tips and tricks.
  • Our customer retention rate was 99%

In the upcoming year we’ll be adding even more opportunities for live Online Classes and interactions with Product Specialists to help you learn how to use and get the most out of SimplePractice. We’ll be exploring new, live support channels and training to give you the tools you need to succeed. And, we have big plans to keep expanding the Customer Success crew in 2018 to offer you even more resources to help our ever-growing community.

Happy holidays to you and your family. We appreciate all the support, kind words and encouragement that you’ve given us this past year.


To all of our customers–thank you. The work that you do inspires us, and we’re honored to be part of it. Have a happy, healthy holiday and new year!

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About the Author

Phillip is the Product Marketing Manager at SimplePractice. He's an ENTP, owns over 30 board games, and can be seen around LA performing improv comedy.

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