OnBase by Hyland is an enterprise content management platform with business process and case management capabilities. It is modular by design and allows users to tailor the solution to their specific requirements.
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Zendesk Suite
Score 8.7 out of 10
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Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
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.
Being a customer support agent, I found it very good when it comes to send an email or call or chat- with the user. I can do all that from the one single platform which is so easy and time saving for you. It does not take much time to use this, We can chat- with the user and at the same time we can send an email to them as well.
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.
Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?
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.
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
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.
Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.
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).
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
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.
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
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
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
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.
The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found another product that allows me as much freedom as Zendesk Suite explore does, so far.
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.
Integrating other AI solutions for an organization with high volumes can cost about USD5000 monthly. With Zendesk AI and by building onto the same with AI powered apps built for Zendesk Suite we save a projected USD4000 monthly.
Robust Zendesk APIs have enabled us to integrate our internal system with a customized app saving us hundreds of hours every quarter spent loading customer profiles that are not loaded instantly from the app.
Plug and play apps like Round robin save us weeks of sprint delay timelines as they do not require additional coding or developer support to install and start using.
