OnBase by Hyland

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.

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).

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.

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.

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.

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 in-house programming staff.

Hyland is still working on their mobility game, so it may not be the best fit if you have a lot of field staff consuming content on mobile phones.

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.

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.

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.

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.

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.

Scanning, process automation, and integration are areas where OnBase excels!

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.

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.

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

Works great for organizations with distributed personnel and has the ability to allow segmentation based on organizational rules, and for organizations who need to split storage costs for documents. Good support for a variety of file types and best suited for a primarily Windows environment. While it is possible for non Windows users to interact with OnBase through a web client, the experience will be less than ideal. For heavy scanning environments its best to stick with the traditional OnBase Client as the Unity Client (OnBase 16 SP2) still struggles with handling large batches of documents.

OnBase does a strong job of presenting application components in an easy to read and review manner, and overall, it is easy to sort and filter through the mass of applications we receive. However, it can be hard to undo decisions, and there aren't a lot of ways to flag different documents. Also, the program can often lock a user out of a particular document if it freezes in the middle of working on it. This can be a real hassle when you reboot and try to go back into the file.

When properly designed and implemented, OnBase is a robust, highly functional enterprise content management solution that provides an easy to use interface for the end users. The end user experience is customizable, while at the same time, provides system administrators the ability to standardize many features and aspects of the client. This, combined with the ease of deployment and maintenance, makes it a great solution for ECM needs.

Scenarios where OnBase by Hyland is well suited, include logging and retrieval of a transaction, legal/contractual, and intent documents. These documents are necessary to be retrieved quickly for a research and development professional, accounting, and leadership. OnBase by Hyland is less appropriate in logging and retrieving simple descriptive information that could be better suited for a large database system.

If you're a smaller company who doesn't have an IT staff available - OnBase is a great solution to fit your needs; Unity Designer allows non-programmers to efficiently create Unity forms. If you're an adept programmer, you will find Unity Designer to be somewhat frustrating at times; it is built for people who are not programmers.

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.

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.

OnBase does seem to work better as an applicant tracking system than a customer billing system.

Hyland Onbase is simple, effective, and just works for when it comes to content management systems. Many companies rely on static folder structures for storing information or Excel/Access tables which can easily become a mess whereas with Onbase every document is unique and access can be restricted/audited depending on user permissions. It allows for a company to easily take control of their information and be more productive.

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.

OnBase is a useful tool in scenarios where documents need to be deleted after a certain period of time. The software is also useful where workflow processes are required. For instance, one of the ways that my company uses OnBase is for customer sales tax exemption workflow and storage. Our operations team has the ability to scan exemptions into a review queue where the tax department reviews the forms for completeness and accuracy before adding keywords to the document for storage and later retrieval within OnBase. Old forms are automatically deleted after a certain amount of time.