OnBase

OnBase

Customer Verified
Score 8.0 out of 10
OnBase

Overview

What is OnBase?

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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Recent Reviews

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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

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  • Document management (38)
    9.4
    94%
  • Content capture & imaging (37)
    9.4
    94%
  • Content search & retrieval (39)
    9.4
    94%
  • Records management (36)
    9.3
    93%

Reviewer Pros & Cons

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Pricing

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What is OnBase?

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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Product Demos

OnBase. One platform, unlimited potential.
01:31
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Features

Enterprise Content Management

Features related to managing business content and transactional content for enterprises.

9.4Avg 8.4
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Product Details

What is OnBase?

OnBase provides a spectrum of turn-key industry and departmental solutions that are tailored to meet specific business challenges. As an enterprise platform, OnBase has purpose-built integrations and connectors to core industry LOB applications such as Epic and Workday, supporting critical content and process solutions. With repeatable industry solutions, OnBase provides the capability to automate business processes so teams can focus on higher value work without the need to build costly customized solutions. With business ownership of solutions, OnBase enables expansion beyond IT.

OnBase aims to speed up processes and reduces costs by capturing important information into a single system so users can manage data, documents and processes. Workflow can be configured to address departmental, industry and enterprise challenges. The solution also provides low-code application development and a range of multichannel capture options. OnBase can integrate with existing systems and provide access to everyone who needs it, giving visibility into processes and system performance while storing, protecting and expunging content.

OnBase Features

Enterprise Content Management Features

  • Supported: Content capture & imaging
  • Supported: Document management
  • Supported: Records management
  • Supported: Content search & retrieval
  • Supported: Enterprise content collaboration

Additional Features

  • Supported: Case Management
  • Supported: Reporting and Analytics

OnBase Screenshots

Screenshot of Approval for Ad-Hoc TaskScreenshot of Dark Mode OnBaseScreenshot of Document ViewerScreenshot of Send to DepartmentScreenshot of Workflow Stage

OnBase Video

OnBase. One platform, unlimited potential.

OnBase Competitors

OnBase Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationNo
Supported LanguagesArabic, Bosnian, Chinese (simplified), Chinese (traditional), Croatian, Czech, Danish, Dutch, Finnish, French, German, Greek, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian (Cyrillic), Spanish, Swedish, Thai, Turkish, Vietnamese

Frequently Asked Questions

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.

IBM FileNet Content Manager, Oracle WebCenter Content, and Laserfiche are common alternatives for OnBase.

Reviewers rate Contract lifecycle management highest, with a score of 9.9.

The most common users of OnBase are from Enterprises (1,001+ employees).
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Comparisons

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Reviews

(1-25 of 39)
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Score 6 out of 10
Vetted Review
Verified User
OnBase is used across the organization in many different departments, on the clinical and back office sides.
  • Scales to the users and departments leveraging OnBase.
  • Integrates with many different line of business applications.
  • Provides online resources.
  • The scanning options are plentiful to meet the requirements of a process.
  • Process automation through Workflow.
  • Change management. The process of moving code through environments (test to prod) is cumbersome.
Scanning, process automation, and integration are areas where OnBase excels! Support has gotten worse over the years.
Hyland tech support has a real ownership quality when it comes to support. Once they are contacted, they follow the issue through till the end.
Score 10 out of 10
Vetted Review
Verified User
We use OnBase for Employee Travel & Entertainment Request Management, Revenue Recognition and Deferrals, Accounts Receivable Request Management, Issuer and Prime Client Contract Request and Management, Human Resources Document Repository, File Transfer Request Management and Hardware Request Management. There are endless manual processes that can be automated with OnBase. It's an incredible tool!
  • The Workflow engine is awesome for automating approval processes. We use OnBase for Legal requests, hardware requests, travel requests, corporate credit card requests, file transfer requests.
  • Workview is an incredible module for gathering and displaying summary information. We utilize it highly in a subsidiary to manage their legal contracts, their financial billing process and their travel.
  • We use the Document Import Process coupled with Unity API for writing custom code to automate processes to send and receive data from other systems that are not yet API enabled.
  • We recently have received a couple projects to utilize API. That functionality in our version is somewhat limited. We are excited to upgrade and be able to utilize more.
OnBase is an awesome tool especially for process automation. We highly utilize it for approval processes throughout the organization. We also built an AP process to approve and reconcile AP transactions and feed journals to our ERP system. I have worked in the Information Technology field for over 25 years and Hyland has the BEST Customer Support Team I have ever worked with. The OnBase Studio tool makes developing Workflow life cycles and Workview applications extremely easy.
Andy Barker | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We currently use OnBase by Hyland as our primary records management repository across most of the organization. Our largest processes that are managed in-system use Agenda Management (for City Council, Planning Commission, and a few other boards and committees) and Electronic Plan Review for all of our engineering, commercial building, and many zoning permit projects. These are also powered by OnBase Workflow for process automation, and Application Enabler to assist in document capture and retrieval from third-party systems.
  • Customization.
  • Breadth of modules & capabilities.
  • Content management.
  • Google apps support.
  • Cloud team responsiveness.
  • Dependence on Microsoft Office.
OnBase is well-suited for content management needs - especially when there are many channels by which new content needs to be captured. Even if your organization has a heavy investment in legacy terminal-based apps, OnBase has the ability to integrate with those to provide document storage and retrieval. As for process automation, OnBase workflow allows for the development of no-code rules-based processes that can be routed throughout your organization to slash response times, so they're a great fit for organizations looking to reduce reliance on paper but perhaps don't have extensive in-house programming staff.
Support for OnBase comes in many forms depending on what's needed. I've worked with their tech support team on numerous occasions - sometimes, they even got the development team in to assist on calls if it was a particularly difficult issue to track down. The Hyland Community site is extremely active with other users and Hyland staff to answer questions, and most of the time, you can find a solution to what you're working on there. Then there's Hyland's annual training conferences, and their on-site and e-learning class opportunities and certification programs to make sure you're equipped to tailor your system to your organization's specific needs.
Matthew Guzzi | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use Hyland OnBase for case management, document management, automating business processes using Workflow and for our forms.<br><br>OnBase allows us to automate our business processes and to reduce manual processing and errors. It’s been a huge time saver and makes finding and managing our data easier.
  • Workflow
  • Forms
  • Document Storage and Retrieval
  • Process automation
  • Rapid Application Development
  • OnBase is so robust I am still learning all of the features.
It’s well suited for document storage and retrieval. Automating business processes using Workflow and building applications in Workview. OnBase has drastically improved our businesses processes and made everyone’s job easier.
Score 10 out of 10
Vetted Review
Verified User
Document storage, retrieval, and retention for customer-related documents. Workflow solutions related to the documents supporting processes such as loan servicing, process validation, and data capture.
  • Low code system design
  • API integrations to support multiple challenge
  • Implementations and professional services
  • Education support and training classes
  • Customer community sharing and connection options
  • Service support response time
  • Separate support for customers who hosts their software in-house versus customers who allow Hyland to host their solution versus resell vendors
  • More timely updates to solution software support documentation
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.
  • Online Training
  • In-Person Training
Support struggles when the questions or needs are beyond the base level knowledge. Hyland OnBase provides a cloud-hosted solution for us, so there are certain things they must do to assist us. I believe support for these types of customers should be separate from the support for other customers not hosted by Hyland.
Score 9 out of 10
Vetted Review
Verified User
OnBase is used as the Enterprise Content Management platform for various business documents. OnBase is used for ingesting documents sent to the company as well as for ingesting documents returned back to the company. OnBase helped solve the problems related to securely store documents. OnBase facilitates secure display, delivery, and sharing of documents to internal and external customers.
  • Scanning documents
  • Organize and store documents securely
  • Display documents based on user roles
  • Facilitate secure delivery of documents to customers
  • There are areas of improvement for tools provided to migrate changes from one environment to another.
OnBase is a great product with a lot of features and a lot of flexibility for customization to implement various business needs. OnBase makes external integrations with various business systems easy. OnBase is robust - it can support the demanding usage needs of multiple departments. OnBase is stable and secure. OnBase has been reliable and easily scalable.
Tyson Baker | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We are very heavy users of OnBase as it is our primary document retention system for our organization. We have over 200+ workflows and 300+ doctypes. We use OnBase workflows to process and complete unity forms and doctypes that deal with loans, deposit accounts, disputes, policies & procedures, etc. We have also recently started using OnBase API to automate processes that employees must manually key every day. The API piece of OnBase has opened the door to a lot of possibilities for our business process to help reduce errors and have employees focus on more meaningful projects/tasks. We use OnBase almost everywhere in our organization. There aren't many business processes that OnBase doesn't have a piece in.
  • Workflows
  • Document Retention/Security
  • Document Ingesting/Indexing
  • Document Retrieval/Storage
  • Documentation is lacking
  • OnBase/DocuSign Integration
  • Affordable Training
OnBase overall is a fantastic system and really does a lot for the organization. Indexing and storing documents of course is the main reason we use OnBase, but it also has a lot of features that we use every day. Workflows are the most common way that our employees interact with OnBase, but we also ingest thousands of documents every day, and with our continued rate of growth, we don't see OnBase having any trouble handling the added traffic. The reason I don't give OnBase a 10 for a few reasons. We are an OnPrem solution, and I feel like a lot of the products and tools coming out for Hyland to lead to a smoother experience on the cloud, whereas we have a much harder time configuring and setting up new services for OnBase. What doesn't help with this is the lack of documentation and training that Hyland has. Most documentation is outdated, and training is behind a paywall which can be frustrating when setting up a new service. If Hyland were to open up their training for free, then they would most likely receive a 10.
Ellie Barry | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
OnBase was selected to replace 2 legacy document management systems and integrate with SAP as part of the implementation in 2010. Hyland services installed and created all the initial configuration for the SAP archivelink integrations, AP Invoice workflows, as well as integrating with an Oracle application.
Since 2010, the AP invoice process has been upgraded to Hyland's automated SAP posting using OCR, workview and workflow, and an electronic invoice ingestion process via email. The move to electronic forms over email requests has been successfully used by the AR team. 14 forms for AR flow through a single workflow to manage requests and workload. The use of OnBase across additional departments such as Regulatory, Export, and Master Data Management, Credit/Collections, and Finance have been successful.
The mission statement is to use OnBase to manage business transaction related documents and processes.


  • 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
  • Cloud services need some maturity - good for new users but harder for on-prem to justify for us
  • Upgrades - Internal testing improvement to reduce bugs
  • Support - internal experience is lacking in specific application areas they support
Well Suited - Real applications active in a production environment
  • Complex approval workflow processes - Capital expense requests can have up to 24 approvals
  • Roles - ability to setup users for specific locations or cost centers with user groups
  • Security - security keywords allow restricting user access to documents
  • SSO and AD for user setup and access
  • VPD - virtual print driver to import documents into OnBase
  • Migration - 11 million documents were easily migrated to OnBase from 2 legacy systems to consolidate content for users
  • Adjunct Content repository - storing SAP content in OnBase to save disk cost from using SAP
  • Reporting / Dashboards - user self service and KPI tracking
  • Unity Forms - 14 AR request forms, Capital Expense Request, CC setup requests - easy to configure and ability to create for external use or only within workflow
Not Well suited? All project requests to date have been easily solved utilizing OnBase and the tools we have.
Score 10 out of 10
Vetted Review
Verified User
We started using it to manage our HR and AP/Accounting documents to eliminate our reliance on paper documents. Once we had moved most of our documents to digital storage we expanded the solution to take advantage of their workflow and digital document solutions. OnBase continued to grow to also be used for our associate policies, various workflow applications, and storing documents across the organization, not just in HR and Accounting.
  • Document maintenance
  • Customizable workflows
  • Securing data and information
  • Granular configuration
  • Support has gone down in quality in the past couple years
  • Pricing on certain modules is prohibitive for smaller organizations
OnBase is a wonderful solution for document and content management. The modularity and licensing allows organizations to start with a small investment and increase as they use the solution more. It is very customizable in my experience. This could be seen as a negative for those looking for something that works right out of the box. Assuming you are willing to build the solution to fit your organization though, I think OnBase is an excellent solution.
Sheila Shaver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
OnBase is our Enterprise Electronic Content Management system. 30+ departments use OnBase for retrieving documents that have been entered by Building Services, Clerk's Office, Finance, HR, PD, Public Works, Purchasing, Risk Management or Utilities. We have over 50 workflows automating many processes - to name a few: Agenda Management, HR Personnel Form approvals, Finance AR/AP/Payroll Report Approvals, Public Works using barcodes, Insurance Certifications/renewal notifications and PD Citation processing/Case Management. We have eliminated a lot of cumbersome emails and attachments by filing the supporting document in OnBase and automatically have a notification sent to the required personnel with a hyperlink to the filed document. Different modules used in conjunction with Workflow have significantly reduced the time it takes to complete tasks.
  • Automated forms processing through workflow: Retrieve information from external database, update form, send notifications, acquire approvals.
  • Outlook Integration: File and retrieve emails or documents from OnBase while remaining in Microsoft Outlook.
  • Use barcodes to automatically import and index documents with no user interaction required.
  • Training. Hyland offers Premium Subscription training, but there is a cost. I feel that since upgrades are part of our maintenance agreement, we should be able to access the training required for using and understanding the upgraded modules.
  • Workflow Documentation. Workflow generates documentation for either the Admin or the User. Neither one is easily modified to acquire only the information we really need and the users will understand.
Different ways to ingest items into OnBase - Scan, DIP, Bar Code Recognition or bring in through Microsoft Outlook. Items can be restricted and secured by either group, user or a specific keyword value. There are dozens of add-on modules to help accomplish or automate any task your process might need. If you're going to use for much more than basic document filing and retrieval, a dedicated OnBase Administrator position should be required. If you don't purchase Hyland's Premium Subscription for training, the courses open to everyone is severely limited and hinders frequent upgrades due to the time it takes for self-teaching and testing.
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).
Score 8 out of 10
Vetted Review
Verified User
OnBase by Hyland is our document and report repository. We heavily utilize workflow in our institution. We took a very manual paper process and made it 100% electronic.
  • OnBase provides solutions that are easy to manage.
  • OnBase has integrations with other software platforms.
  • OnBase makes it easy to capture and process physical and electronic content, so the information is accessible to users immediately after import.
  • It would be nice to have a dedicated support team when an issue arises instead of opening a ticket and being placed in a queue for support.
  • The support turnaround time is lacking. Sometimes we wait hours or days for a response.
  • If your issue isn't resolved with support upon first contact, it is hard to get a follow up.
OnBase has been a great solution for our institution. We were able to take many manual processes and turn them into electronic processes that flow through OnBase for reviews and approvals.
Desiree Moore | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Onbase is our primary records management software. We utilize it to file away and access all documents related to Owner Accounts, maintenance, and transfers. We also assign certain work-related items to individuals working for the purpose of accessing responses inbound and outbound. Utilizing it as a work queue also allows us the ability to keep secure information safe by eliminating the need for paper in our organization.
  • Manages Information.
  • Processes Uploads to applicable categories effectively.
  • Handles documents of incredible sizes.
  • Updates!!!!
  • Adding and deleting accesses.
  • Modifying document uploads.
Onbase is great for its intended purposes. Any documents we receive we are able to import them to Onbase and quickly access them for future use. Onbase gives the opportunity to provide as much detailed information as possible to the document should we need to pull it for purposes of litigation. We were also able to import data from other systems as a method of retaining previous owner records.
Score 7 out of 10
Vetted Review
Verified User
We use Hyland OnBase in the department in which I am employed and several other offices across campus as well. For the most part OnBase is used as a respository for digital document storage. My office takes in documents from students and other outside agencies and scans them directly into OnBase for storage and review. They also have workflow features built into the product that allows you to set up a chain of actions that can follow document processing. We use that to a limited degree but that could liekly be more useful to users that more often are sending documents betweening processing untis. Much of our reviewing is done within the office. The software does allow for mark up. Again, this is a feature we do not use agressively. With some types of documents we do some highlighting and adding of notes so if you work in an environment where documents are submitted with errors and require a back and forth this feature set will likely be more valuable.
  • Houses documents for easy retrival.
  • Allows for simple document scanning and storage.
  • Has the ability to allow paperless document import so document do not have to scanned.
  • Makes the review and document sharing process easy.
  • Has security features that allow you to keep only the staff you want to view documents able to access them.
  • 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.
The best use case for Hyland Onbase would be a large organization that has many departments that needs to share documents across those departments. For organizations like this can better use the mark up features and the automated workflow engine to allow for notifications and faster processing.

In situations where you are pulling in documents in house and also reviewing them within your own area OnBase seems like overkill. There are many products out there that can function as document storage. OnBase doesn't have any fancy tricks that I have seen to merge different file types like tiff, jpg, or pdf so there isn't any magic going on here.

Hyland has a large ecosystem of OnBase adjacent add ons that can support a variety of different software systems. If you are looking to automate business processes in another software system based on the processing in OnBase I could see that being very attractive. We do not leverage those features as the cost and work required is prohibitive but in a large enough setting I would see that being a value add.
Score 9 out of 10
Vetted Review
Verified User
OnBase by Hyland is used enterprise-wide within our organization. Not only is it used for store and retrieve of documents, but we also have many workflow processes for Deposit Account Services, Loans, Wires, BSA, Audit, Human Resources, IT, and Research just to name a few. We also currently have several WorkView solutions for our Project Management Office, Facilities Management, and Information Services.
  • OnBase by Hyland offers scalability that we couldn't get anywhere else.
  • OnBase by Hyland is low-code configurable. With the right training and effort, great solutions can be built without heavy programming.
  • OnBase by Hyland is dynamic in the available use cases. We are able to use it for submitting documentation to sending out audit information for review. Its uses are endless.
  • OnBase by Hyland could do a better job vetting out each of the releases to ensure that functional work doesn't break after the upgrade.
  • OnBase by Hyland needs to make some changes within their software support team. Turn around of issues or escalating ongoing issues shouldn't take as long as it has taken us on some recent issues.
  • OnBase by Hyland feels like many of the departments work within different silos instead of as one organization. I will just leave it at that comment but I do have more that can be said on the topic.
The overall product itself is first class. The Hyland training department and the material provided is first class as well. The solution is scalable and agile. Because a solution can be configured with no coding required, it can meet needs without additional staffing. Solutions with Hyland can also be built on to. So, say you start with a small scan, index, and retrieve function and then later want to add on a workflow piece, you can take the same information, system and add on to the solution. From there, an organization can add on additional functions like work view/case management, advanced capture, and other modules to grow the solution.
Support has really been a pain point over the last year for our Financial Institution. They need to do better at initial contact once a ticket is submitted into the system. The assignment of the ticket to the most accurate support rep for processing. Lastly, when issues linger for more than 6 months+, there should be some effort by higher management to get to the root cause of the issues.
Beverly Ehlbeck | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We are using OnBase [by Hyland] throughout the organization. The primary reason we bought it was to transition from paper to electronic document management and improve our document retention and destruction processes. During implementation, we realized that OnBase can provide much more functionality than simple document management. We are in the process of implementing additional functionality including digital forms, and full digital content management including workflows and information routing and approvals. OnBase integrates with our Cityworks work management solution and Vadim iCity financial system to provide seamless integrated document access.
  • Digital information records management from creation of document to destruction including document retention automation
  • Streamlining access to information through retrieving, routing, and relating documents through the use of keywords
  • Restricting access to records and providing accountability through detailed access logging
  • Routing of information based on keyword values
  • Integrating with other software systems to provide seemless centralized document management
  • It is a complex system that can be overwhelming to understand initially so there is a risk of less than optimal initial configuration unless you have an experienced solution expert that takes the time to fully understand your specific business needs
  • Understanding options for backfile import was and continues to be a challenge for us. There are many ways to streamline these processes but hard to understand them
  • There are not very many Canadian Partners for Hyland
It is important to appropriately resource your OnBase [by Hyland] implementation. To have an optimal implementation an organization should have an internal dedicated OnBase Administrator, adequate IT resources for a production, development and likely a search server. Focused to project and change management is another key factor to success. If an organization does not have the resources to dedicate it may not be the right time to implement any electronic document or content management system.
I have had exceptional support from Hyland; however, I am a direct customer from Hyland and receive support directly from Hyland support technicians. I have heard complaints from other customers who have partner relationships as then the support is 100% driven through the partner and you are dependent on the skills and abilities of your partner corporate support team.
Beau Sorensen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We are using OnBase by Hyland throughout our organization. The primary reason we bought it was to move from a paper patient chart to an electronic one; however, we also realized that it was powerful and flexible enough to support additional departments. It now handles our patient chart, our employees' HR records, financial department documents like AP statements, invoices, and remittance advices as well as educational content. It has handled every file type we've thrown at it, from PDFs to scanned documents to video and audio files.
  • Organizing and managing myriad forms of data--I haven't met a file type I can't organize.
  • Working across applications--OnBase by Hyland does particularly well integrating in with all kinds of different applications like CYMA, QuickBooks, Epic, Netsmart, and more.
  • It works well with regulatory frameworks, providing data security and compliance built in with multiple different methods.
  • It is really complex. This isn't something that I'd buy and implement in an hour.
  • In the spirit of moving forward but staying put, I feel like they go down too many roads at one time instead of pushing towards transformational changes.
  • It's complicated at times for end-users, too. You have to shut off avenues at times so they can understand how to use it.
OnBase by Hyland shines wherever you need to manage loose documents. These may be electronic files that are sitting on a computer or it may be a room full of paper files. Either way, you can choose your document types, categories, access, and tags with ease. It is incredibly robust and will store millions of files securely and safely.
As long as you are paying your bills, I have found their support to be very good. They are responsive and knowledgeable and can easily solve the problems you foist on them. Of course, you do have to pay maintenance to get support. That's probably expected, but just in case you thought you didn't need it. They've also got a great website with a lot of self-help options available.
September 09, 2020

An Overall Solid Product

Eric Zelina | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
OnBase is used by a vast majority of our departments, mainly on the business side. It addresses several needs of ours including electronic document storage, document conversion from physical paper to electronic, allows more automation in business workflows, data capture, reporting, and document processing speed to name a few.
  • OnBase can be customized to fit a wide range of needs through their different modules.
  • You can build complex workflows without needing an excessive amount of custom code.
  • Offers users several different applications that allow access to OnBase (Thick client, Web client, Unity, Mobile).
  • OnBase integrates well with Microsoft applications like the whole Office suite.
  • There are many different applications that need to be used when being an administrator for this product.
  • The process of first implementing OnBase can take longer than initially expected.
  • Each of the different applications used by end users are vastly different in appearance and confuse users if they need to switch from one to another.
OnBase does well with document storage, workflows, and scanning and indexing documents. A specific case in which it was very useful was a department that had a large amount of physical files that they wanted to transition over to be stored digitally. There were five different types of documents that each had their own cover sheet. We were able to build a scan queue as well as an automated workflow that utilized the advanced capture module of OnBase that detected specific areas of the different cover sheets to automatically index the documents and enter in several keywords. This process was made much more streamlined and efficient with the different capabilities of OnBase.

A less specific scenario when OnBase may not be the best option is when sharing documents between two different companies is required. Transferring documents directly from OnBase to a different organization is difficult if the other organization does not also have OnBase. Either the documents need to be saved outside of OnBase then sent using a different method, or the other organization needs access to your company's OnBase environment.
In my experience with the customer support of OnBase, the issues that have been submitted were all addressed and fixed in a timely manner. There are also several ways to submit a ticket such as creating one online or calling the phone number provided on their site. An account manager, success advisor, and support team are all assigned to helping you with any questions or issues that arise and phone numbers and email addresses for each of those areas are provided as well.
September 08, 2020

OnBase - the Tie that Binds

Timothy Oliver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use it for the entire organization. It has streamlined processes between department and different line of business systems using workflow and workview. It is used by every employee when completing PTO requests, Policy review and acknowledgements. It a key component of our mobile workforce also. We integrate OnBase with every application using App Enabler. We couldn't function without OnBase.
  • Integrates document capture/viewing without programming using app enabler.
  • Workflows processes between departments engaged with different line of business systems.
  • Advance Capture significantly saves time and energy from mundane tasks.
  • Not really any issues currently.
Excellent as a content management system. Its workflow functionality and integration between applications is seamless. Its mobile components are excellent especially when used in conjunction with location thru its ESRI integration. Records retention could use some work.
Great attention to us as a customer. We are a direct customer and get assistance with issues immediately.
Kyle Swearingen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We are currently using OnBase across our entire organization. We have implemented it in new business, claims, marketing, accounting, and development. We are using it to tackle all of our business process automations. We have automated processes like claim payments, billing statement review, lead management, and even subscription renewals. Since we went live with OnBase (2017), we have not had to hire in our Operations department despite doubling in production over the same time period.
  • Integrations
  • Low-code configuration
  • API
  • Upgrades
  • Test Environment
  • Server Infrastructure
  • Mobile
OnBase has provided us so many advantages with our business processes; I can't think of any situations where it is less appropriate. We are integrating every single internal process into OnBase so our employees have full clarity on where to go to have a holistic view of our data. There is no confusion as to what system our employees work on. The integration capability with 3rd party software is unmatched.
Their support started out great! We had a dedicated team where we got the same support people every single time we called in. As they got bigger, they switched to a "ticket only" approach and removed the ability for us to call support unless we had a production down emergency. This lead to us getting support staff that was less knowledgeable as we were and we constantly had to escalate tickets to get someone who could understand our situation. It has improved over the past year but we still run into that from time to time where they are just completing unknowledgeable.
Dean Johnson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
At Discovery Benefits and WEX we use OnBase as a business process improvement tool as well as a ECM. All of our business units and employees benefit from OnBase but to pick a couple of the larges would be our Claims Processing, Client Implementation and Support, Participant Services team, Sales and Accounting.
  • Integrations with multiple platforms and industry specific processes.
  • Support and communication.
  • Easy of use and setup for everyone.
  • Provide a community for all to share and learn from.
  • QA Testing on new modules.
We use OnBase in all departments so it is suited for any one looking to improve ROI and automation of tasks.
Call, email or submit a ticket and you will get someone to respond and start to work on your issues. If it is not a rush and you want to search the "Community" for an answer you have that option as well.
Solange K. R. Charles, MIB | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
OnBase is used by the entire university community as its central data management tool. In my department, it is used for all documentation - donations, gift agreements, correspondence, proposals, reports, etc.
  • User friendliness is optimal
  • Streamline our gift processing- Capability of utilizing the program scan, remote deposit, create batches and store documents
  • Providing ready access to al documentation.
  • I don’t believe there is a con to the program
  • It is costly and the more users you add and features the more expensive it gets
  • Sometimes the system is sluggish
At the end of our gift processing streamline all gift documents are uploaded into Ombass based on the unique gift identifier associated with each batches gift from RE
Because they could improve the user-friendliness of the system
Score 7 out of 10
Vetted Review
Verified User
We use OnBase across several departments who govern user access for PeopleSoft. We previously used a manual process for users to request new or additional access to PeopleSoft, but OnBase provides an online workflow so that we do not have to deal with paper request forms, scanning, or signatures anymore.
  • Integrates with our HR system to auto-populate demographic info for users after they log in.
  • Our approval workflow solution is highly customized, and OnBase was very accommodating.
  • Helpful one-click buttons allow us to move requests forward or backward in the workflow with ease.
  • Sometimes a request form gets stuck in the workflow, and one of our business analysts has to manually push it forward.
  • Sometimes a request form will not save properly without using odd workarounds, like selecting options on the form that aren't actually needed by the requester.
  • We have had some visual bugs for users while they complete the request form online. Drop down menus with strange text layering effects, for instance.
I think OnBase is best suited for situations where customization is needed, but also where the workflow used is not too complicated. We found OnBase's customer service to be very attentive during the design process, but we have struggled to eliminate the bugs in the system that we have discovered over time.
When OnBase was designing our approval workflow solution, they were very accommodating in terms of customizations that we asked for. However, there have been several minor bugs that have arisen since our implementation, and OnBase has not been very helpful in resolving them. One strange example is that when an approver types a message in OnBase that will be sent to the requester, the email that the requester receives must appear in all caps, all lower case, or with each word capitalized. OnBase said it could not deliver these messages as typed. We had to choose one of the three options I just described.
October 15, 2019

OnBase at The CIty

Score 9 out of 10
Vetted Review
Verified User
OnBase by Hyland is used in multiple ways by the City of Charlotte. We, in aviation, will be using it as an EDMS and will expand into other areas as user comfort grows.
  • Folder structure
  • Enterprise search
  • Automated form creation
  • Actual appearance is kinda clunky
  • Difficult to get salespeople to respond
It is well suited where there is already a culture of electronic documents and work processes. It is less appropriate if all you have is a file room full of paper. You do need appropriate support staff on the technical end, but I must say that OnBase has an extensive training video library. Every technical person I have spoken with at OnBase has been phenomenal.
The support is tremendous. They don't get called "evangelists" for nothing. Seriously, this group of people is talented, committed and focused on resolving issues. They are also not afraid to tell you what they can't do--yet come up with options to accomplish what is needed. Love the support people.
Erica Terry | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
OnBase provided us a central location to house our transcripts and other important documents attached to student accounts in a secure manner. It provided us as advisors easy access to the students' information to better assist and provide the best customer service possible. We were able to easily access the information needed to do our jobs efficiently.
  • Search easily for documents by using certain markers, to find a person or document
  • Easy one stop access for all documents pertaining to an account.
  • Easy view of each document and saving and printing capabilities if needed and access granted.
  • Very secure site.
  • I think a way to view multiple documents side by side easier would be very beneficial.
This software is well suited if you have multiple documents that need to be attached to a customer or student and want easy access to all documents for that individual to better assist and provide customer service to them as a whole. It makes time management easier as well to assist without losing efficiency.
I thoroughly enjoyed using the software in my prior position, it made my job easier to complete, made assisting easier, and made me over all more efficient in getting what needed to be done, done. So I did not have to go looking all over for a document. It was just a software I couldnt do my job without.
Score 10 out of 10
Vetted Review
Verified User
Currently, OnBase is being used to streamline medical records and medical record requests across departments at UnitedHealth to eliminate provider abrasion from multiple medical record requests.
  • Easy to use.
  • TONS of integration opportunities across multiple servers and applications.
  • Super easy reporting options.
  • Timeouts are inevitable with large quantities of users.
  • Due to the size of our company we are constantly buying additional user licenses and storage space <— to be fair I’m not part of this purchasing arrangement and not aware of the reasons this is needed as often as it is.
Assignment of work, document review workflows, work views for specific departments, application integrations with web services and API’s.
We have a hyland staff member on hand to discuss immediate issues and get them resolved.
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