Likelihood to Recommend Well suited to tracking aid needed and provided to people; to developing a plan for helping - a roadmap. We use it to also identify which volunteers can help on various projects, to try to leverage volunteer experiences and linking to specific client needs.
Read full review OnBase is a content services solution for organizations that need high visibility to documents or information across multiple teams or departments. It supports users' access control, workflow functionality with transaction history, electronic document retention, and destruction documentation. Hyland can support the organization for implementations or solutions, or the organization can utilize the education services and build out the solution themselves.
Read full review Pros Apricot by Social Solutions does a great job of making database administration simple and effective. It is easy for someone in the non-profit sector without much prior experience in similar programs to work on the back end of Apricot by Social Solutions building forms and doing reporting. Apricot by Social Solutions is a generally user-friendly program that our staff of many different ages and abilities are able to utilize effectively. The buildability of the program is a major plus for our organization, allowing us to cater Apricot by Social Solutions with exactly what we need for our programming and services. Read full review Workflow and Configuration - easy to learn Documentation for each application and toolset Hyland Account Managers and staff are knowledgeable Robust User Community that helps solve an issue or make recommendations Web client - no application installation needed on a PC for users Read full review Cons Almost every year I get a new customer care support person, and it can be hard to reorient each new person to my unique business case and use of Apricot by Social Solutions In the past, I have had issues with communication from different departments in Apricot by Social Solutions about what I was getting as part of my contract. In my experience, when I had my initial meeting to kick off upgrading our Apricot by Social Solutions instance, the majority of the information the project consultant had was incorrect. I had to send an email to someone else to rectify the situation. If Apricot by Social Solutions was compatible with phones that would be really helpful. I wish the font size and formatting were more customizable when building out forms in Apricot by Social Solutions (e.g., more similar to how customizable Surveymonkey is with different surveys). Read full review I personally find the user inferface to be obnoxious and obtuse. When we have issues it is often hard to resolve the problem as there are many variables such as file types, DPI, and scanner setting that combine to make it hard to pinpoint trouble spots. The upgrade process has always been a nightmare for our team. We are not on the latest version now due to this issue. Read full review Likelihood to Renew I went to the Summit a few weeks ago to learn about the future expansion and vision of Social Solutions. I already been with Apricot for 5 years and researched other products I still come back to Apricot and where it can grow with us.
Read full review OnBase has become a core part of our enterprise solutions toolkit due to its ever-growing integration capabilities. Any business process that produces or tracks documents or object entities can be modeled and managed within OnBase and used to supplement almost any line-of-business system that we use.
Read full review Usability Without any formal IT education, I was able to utilize their articles and videos to teach myself how to configure and customize the software to our organization (although I do recommend their Apricot Admin training to polish your skills). The majority of users are able to adapt immediately with minimal training.Staff that have challenges with technology in general do adapt to using the system once you can create buy in and engagement (although it does take time and training)
Read full review You get out of something what you put into it. You reap what you sow! If an organization will spend time setting the solution up, dedicating staff to its development and ongoing support, and always keep the end-user in mind during development, you will have one of the most well-received solutions in your organization. So many organizations that I speak with stand up a solution but don't commit someone to its upkeep and development. It is vital that you have the staff to work within the solution on a daily basis.
Read full review Reliability and Availability It is usually available when I need to use it
Read full review Performance The system does tend to run slowly when pulling more complex reports
Read full review Support Rating This is a difficult question to answer because when I hear the word "support" I think of this in multiple levels. The customer service on the front end, with my account manager is pretty good. There was a time for about a year and a half where I didn't even want to get to know this persons name because they wouldn't be there there long enough for me to get to know them. For the past 8-9 months we've had the same account manager, and this is helpful as a way to grow our trust in Apricot social solutions as well as the account manager understanding the needs of our organization. The technical support is also fine. The issues we most have problems with is how the technical support is calculated and the lack of roll-over of technical support time. If our account has 1 hour of technical support per month, but we don't need any technical support for 4 months, it would be great to have the ability to use those 4 hours (as time allows per the IT calendar) when we need them, even if it falls within one month. We've also had instances of working with IT persons who didn't seem to care at all about our issues, and seemed eager to put our call behind them and get onto the next without much thought as to why we were calling them in the first place. We've also had instances where the IT person didn't seem to really be listening to what it is we needed, and was heck bent on what they THOUGHT we needed rather than listening to what we actually did need. While we also have had experiences of working with IT persons who were absolutely great at working through issues. They were patient and understanding and would explain why a solution (c)would or (c)would not work. We even worked through those options in real time if they were unsure whether a data solution would work or not. That was great because we felt heard.
Read full review This rating is a compromise because I technically have 2 tiers of support. I go through a re-seller that I give a (10). I send an email and receive acknowledgment within minutes. For the few times we need to contact Hyland for assistance, it sometimes takes a couple of days to receive a response - and then the first tier might go back and forth a dozen times through email instead of initiating a phone call. And for an advanced issue, they take too long before they forward to an evangelist or someone more knowledgeable that is able to assist. I give that process an (8).
Read full review In-Person Training Online training only
Read full review The trainer was very knowledgeable and was a Hyland employee. The training was at their corporate headquarters, so it allowed our team to become familiar with organization and culture.
Read full review Online Training There are good training guides.
Read full review With the Premium subscription, there is a tone of training with audio and practice options.
Read full review Implementation Rating There need to be specialists who know how to best work with an organization developing a new program, not just transferring existing forms to a digital format.
Read full review Using Hyland professional services to assist with the implementation made things much easier. They have the knowledge and experience to get the system live as users are expecting
Read full review Alternatives Considered The ability to customize Apricot and the simple interface is incredibly appealing.
Salesforce CMS may be more well known, and cheaper for nonprofits, but it's also seen as the "Cadillac" version and is overwhelming for many small to mid sized organizations. The build out can be expensive as well, although there is a more general knowledge about the product and integration options.
Read full review The version of
SharePoint we were utilizing was not very practical. We oftentimes had issues with archived documents, where they could be found or opening them all together. It seemed the older the document the harder it was to access when logged into
SharePoint . This is critical in our business as we need to behave full access to documentation sent and received for an owner's account.
Read full review Scalability This software doesn't work well for our organization
Read full review Return on Investment Our data reporting capability. We're able to do the most robust reporting we've ever done. Was able to handle our rapid expansion (doubling program in 1 fiscal year). We did have a loss of data near the beginning of our use of the system and never got a clear answer why it happened. Data was never recovered. The cost to add additional users is really high, and there aren't many options to bundle or review user licenses to ensure we're getting the best deal. Read full review OnBase provides a very reliable ECM platform for the company. OnBase helped to remove the dependency on paper files and file folders. This saved real estate cost as well as facilitated the ability to work from anywhere. OnBase made same day processing of all incoming and outgoing documents a reality. Read full review ScreenShots Bonterra Case Management Screenshots