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OnBase

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

TrustRadius Insights

OnBase by Hyland is a versatile software solution that is utilized by organizations across various industries for a wide range of document …
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OnBase

9 out of 10
March 15, 2023
Incentivized
OnBase is used across the entirety of the organization in a variety of different ways. Its primary use is as a document storage solution …
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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

View all 13 features
  • Document management (42)
    9.9
    99%
  • Content capture & imaging (41)
    9.2
    92%
  • Records management (40)
    8.5
    85%
  • Content search & retrieval (43)
    8.5
    85%

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 Demo | Access Content using the OnBase Web Client

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OnBase Demo | OnBase User Security

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Watch the Demo: OnBase Report Dashboards

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Watch the Demo: OnBase Workflow Approval Management

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OnBase Demo | Store Documents with Retention Module

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OnBase Demo | Capture Content by Scanning or Import

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Features

Enterprise Content Management

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

9
Avg 8.2
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Product Details

What is OnBase?

OnBase is a content services platform that provides turn-key industry and departmental solutions 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 can 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: File sync, storage & archiving
  • Supported: Document management
  • Supported: Records management
  • Supported: Content search & retrieval
  • Supported: Enterprise content collaboration
  • Supported: Content publishing & creation
  • Supported: Security, risk management & information governance
  • Supported: Contract lifecycle management
  • Supported: Automated workflows
  • Supported: Artificial intelligence
  • Supported: Mobile support
  • Supported: Integration

Additional Features

  • Supported: Case Management
  • Supported: Reporting and Analytics
  • Supported: Low-Code

OnBase Screenshots

Screenshot of an Approval for an Ad-Hoc Task.Screenshot of Onbase's Dark Mode.Screenshot of the Document Viewer.Screenshot of the Send to Department feature.Screenshot of the Workflow Stage.

OnBase Video

OnBase. One platform, unlimited potential.

OnBase Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac, Chromebook
Mobile ApplicationApple iOS, Android
Supported CountriesAustralia, Canada, France, Germany, India, Ireland, India, Italy, Mexico, Netherlands, New Zealand, Philippines, Singapore, South Africa, United Arab Emirates, United States
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

OnBase Downloadables

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 Document 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 and Ratings

(94)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

OnBase by Hyland is a versatile software solution that is utilized by organizations across various industries for a wide range of document management needs. Customers have reported using OnBase to handle different types of documents, including patient charts, HR records, financial documents, and educational content. The software's ability to handle multiple file types, such as PDFs, scanned documents, video, and audio files, has proven to be valuable for users.

One of the key use cases of OnBase is its ability to streamline processes between departments and different line of business systems using workflow and workview. This feature has been widely adopted by organizations, with every employee using the software for tasks like completing PTO requests, policy review, and acknowledgements. Furthermore, OnBase's integration with every application using App Enabler has made it an essential component for organizations with a mobile workforce.

In addition to its widespread use within organizations, OnBase has also been successfully implemented in specific business areas. For example, Boston University uses OnBase to organize and review application materials. Meanwhile, the state of Nebraska has chosen OnBase as both a records retention solution and an overall enterprise content management system ECM, replacing paper forms with digital ones.

The software's ability to automate business processes, reduce manual processing and errors, and simplify data management has made it a valuable tool for organizations across various sectors. It serves as a central data management tool for universities, banks, and other organizations, facilitating streamlined business processes, easy and secure access to documents, and improved document storage, retrieval, and retention.

OnBase is also widely used for case management, document management, automating business processes, creating forms, engineering drawing management, medical record organization, and AP invoice automation. The software's API feature allows for the automation of manual processes while reducing errors.

With its extensive functionality including digital forms full content management capabilities workflows and information routing and approvals; OnBase seamlessly integrates with other systems like Cityworks work management solution and Vadim iCity financial system.

Overall, OnBase's versatility makes it a valuable solution for organizations looking to improve their document management and workflow processes. The software's widespread adoption across different industries is a testament to its effectiveness in solving various business challenges.

User-Friendly Interface: Users have consistently praised the user interface of OnBase, with many stating that it is easy to navigate and intuitive. Numerous reviewers appreciated the clear and organized layout of documents, making it effortless to review and access necessary information.

Easy Workflow and Configuration: Many users found the Workflow and Configuration feature of OnBase easy to learn and use. They highlighted the ability to build complex workflows without excessive custom code, allowing for rapid application development and streamlined business processes.

Effective Customer Support: The customer support provided by Hyland Account Managers and staff has been highly regarded by users. Reviewers mentioned that they found them knowledgeable and helpful in resolving any issues with the application. The effectiveness of the support channels offered by Hyland was also praised in addressing user concerns.

Difficult User Interface: Users have found the user interface of OnBase to be confusing and cluttered, with irrelevant features and icons. Several reviewers have mentioned that this has made tasks difficult to perform and has reduced the available space for important documents. The overwhelming nature of the interface, especially for users transitioning from older systems, has been a common complaint. Some users have also noted that the navigation and visual clutter within each pane of the interface are high.

Performance Issues: Many users have experienced issues with the performance of OnBase. They have reported slow loading of images or certain formats, occasional crashes, and freezing when there is a high volume of documents in the system. Additionally, some users have found the software to be slow over VPN connections. The interconnectivity between in-house applications has also proven to be problematic for several customers.

Lack of User-Friendliness: Users have expressed frustration with the lack of user-friendliness and intuitiveness of OnBase. They have encountered difficulties in understanding search parameters and recommended expensive on-site classes for effective implementation. Some reviewers have criticized the software for lacking a modern UI and refinement in its newest releases. The overall learning curve has been steep for many users who find it challenging to navigate through various modules and manage multiple licenses efficiently.

Based on user reviews, here are the three most common recommendations for OnBase:

  1. Ensure smooth data transfer: Users recommend ensuring that current documents can be easily transferred over with the same labels and categorization. This is important to maintain organization and prevent any loss or confusion during the transition process.

  2. Provide comprehensive training: It is highly recommended that all individuals who will need to use OnBase receive proper training to maximize efficiency and avoid initial difficulties in learning the system. Investing in training team personnel and having certified administrators and workflow developers are also suggested for optimal use of OnBase.

  3. Improve user interface and experience: While OnBase is praised for its features and capabilities, users commonly express the need for improvement in the user interface and overall user experience. Enhancing these aspects would make the system more intuitive and user-friendly, resulting in better adoption and satisfaction among users.

It's important to note that while OnBase receives praise for its document management capabilities and eliminating paper files, some users caution against relying on it as a primary system for handling documentation due to reliability issues under heavy loads. Additionally, speed is mentioned as a concern by some users, suggesting that those with speed as a major requirement should explore other options.

Attribute Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Sheila Shaver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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, Boards & Commissions (using Workflow & WorkView processes, 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.
  • Workflow is the most important and most used feature - constantly adding new LifeCycles to automate more processes
  • WorkView is new to us but starting to be used more - have new requests coming in for additional processes to be converted to WorkView
  • Outlook Integration is widely used throughout the City
  • Reporting Dashboards is a recent purchase and requests are increasing for additional dashboards.
Enterprise Content Management (6)
96.66666666666666%
9.7
Content capture & imaging
90%
9.0
Document management
100%
10.0
Content search & retrieval
100%
10.0
Security, risk management & information governance
100%
10.0
Automated workflows
100%
10.0
Integration
90%
9.0
  • Automated HR Personnel Action Forms - eliminated paper, eliminated routing through inter-office mail (saves days and reduces possibility of being lost), email notification requesting approval includes hyperlink for immediate access.
  • PD automation for Traffic Camera Citations - combines citations to create a case. Workflow generates packets when preparing for Court. Eliminated Access database, spreadsheets and thousands of folders. 70% savings on time and 95% on paper reduction.
  • Workflow timers can automatically move items through workflow based on different criteria with no user interaction required.
  • Finance Reports are swept into OnBase and enter Workflow. Unity Form used to determine specific keywords for reports for which notifications are then sent out requesting approval. Automated tracking on a different form until all period reports are received. Entire process is automated in OnBase. No manual requirement except the individual approval (clicking a task).
  • Citizens submit an application to be on one or more City Board or Commission. Application enters workflow for approvals(s). Documents are generated for Council approval. Information is then added to WorkView - all through workflow.
OnBase was in place when I took over as Administrator 15 years ago.
400
Financial (AP/AR/Payroll) Report approvals from 50+ Departments/Divisions. HR processes automated (onboarding, action forms, hiring/terms/seasonals). Police Automated Traffic Enforcement (cameras) process (Citations, Notice of Violations, Court Cases, Payments). OnBase Agenda - every department electronically creates and submits Agenda Items for Council. Clerks office is able to use the system to generate Council Packets and Agendas. Council documents (Resolutions & Ordinances) are generated when meeting is finished and auto-signed by the Mayor and City Clerk inside of workflow using a Task. City Clerks office uses the 'Boards and Commissions' Concept Solution (WorkView) to manage 31 Boards/Commissions/Committees, etc. Dozens of department admins use 100+ Scan Queues, 50+ scheduled sweep processes and 50+ scheduled commit processes to get documents into OnBase. Outlook Integration is used by dozens of users for filing email and/or attachments. Over 150 different Notification types are sent out using Workflow. ESRI Integration used - maps are linked to Council documents and specific public works documents (maps, plats, easements, etc). Document retrieval, full-text search and custom queries are the most used functions by the most users.
1
OnBase Certified Advanced System Administrator
OnBase Certified Advanced Workflow Administrator
OnBase Certified Workview Developer
Advanced knowledge in Microsoft applications & Adobe
Knowledge of Web/App Server configuration/settings/authentication, etc
  • Indexing documents. Keyword values are very important so multiple users in multiple departments are able to find documents easily. Consistency is required. Use datasets when possible.
  • Agenda process - submitting Agenda Items, Item corrections, Agenda & packet generation, meeting processing, council document generation and signatures.
  • HR document processes - Personnel Action Forms, Seasonal Action Forms, Termination Forms and Performance Appraisals.
  • We have a Unity Form available to the public for submitting an application to a Board/Commission. When the form is submitted, it enters a very complex workflow going through different review depending on the board. If more than 1 board, multiple review forms are created. After reviewed, the form goes to the Mayor for review/appointment. Appointments then go to Clerk for next Council Agenda Resolution preparation. Approved resolution then creates necessary WorkView objects.
  • Police department receives a file containing overdue Red Light/Camera Citations. This file uses DIP to create Citation Unity Form for each Citation. Citations are grouped by License Plate# to create a Case (Unity Form). Points and dollar amounts are assigned to each Citation based on specified criteria. At a certain dollar amount or certain point threshold, a PD Safety Project Coordinator is involved - sending packet to owner, etc. If still no payment, the Case goes to Court. 90% of this is automated and done in Workflow. Manual intervention is only needed to run some tasks.
  • Automate Business Travel Requests. Form approval through workflow, attach receipts to form, final submission to Finance.
  • Departments have a few old Microsoft Access databases that I want to convert to Workview.
  • Configure and use OnBase Mobile
Almost every department in the City uses OnBase. The demand for new automated process is increasing with Project requests being added to a waiting list.
No
I was not involved in the initial purchase of OnBase
I wouldn't change anything. I am very happy with OnBase and enjoy being the OnBase administrator. I love my job.
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 are just trying Premium Subscription for the first time.
Yes
We were basically a beta-tester for OnBase Agenda. Bugs were reported, fixed, tested, pushed out again and tested again. All of this was done in a very timely manner.
When needed, we have received exceptional support from specific module experts (OnBase Agenda, Case Management, ESRI Integration and Full-Text for example).
As long as you know the document type you're looking for, OnBase is great. If you don't know the document type, you could have to look through many to find what you need. Or you could use a Custom Query, but then you have to learn which one to use. This is for the general user trying to retrieve documents. An Admin, or someone that uses OnBase daily will not have this issue and will consider easier to use.
  • Outlook Integration is my favorite way to get email and/or attachments into OnBase
  • Full-Text Search is an easy way to find documents
  • Report Approvals - using docpop/workflowpop link in email notification
  • Merging or separating a document has to be done in a different Client depending on whether the document is a pdf or a tif file. One Client can't do both types.
  • Unity Form is unable to alphabetize MIKGs - which makes it difficult when you have dozens of rows.
Yes, but I don't use it
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Epic integrations
  • Workflow
  • API
Enterprise Content Management (13)
78.46153846153845%
7.8
Content capture & imaging
90%
9.0
File sync, storage & archiving
90%
9.0
Document management
90%
9.0
Records management
70%
7.0
Content search & retrieval
70%
7.0
Enterprise content collaboration
70%
7.0
Content publishing & creation
70%
7.0
Security, risk management & information governance
80%
8.0
Contract lifecycle management
70%
7.0
Automated workflows
90%
9.0
Artificial intelligence
70%
7.0
Mobile support
70%
7.0
Integration
90%
9.0
  • We have leveraged OnBase to automate many tasks that have been paper driven in the past and are now electronic.
  • Because OnBase is so versatile, it has been the solution for projects that otherwise would have caused the system to purchase another application.
A strength with OnBase over many other applications is the ease of the point and click configuration.
5000
All aspects of the health system.
2
Soft and technical skills
  • Epic Integration
  • Process automation
  • Document Imaging
  • Integrate with the Org Chart
  • Expand into other areas such as legal
Not Sure
  • Other
No
No
  • Don't know
  • Not sure
I was not involved with Implementation.
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.
No.
Yes
No, bugs normally get fixed in a later version or upgrading is difficult.
We had an issue with virus software and support helped track down that fix.
Because there are so many modules in the OnBase suite. Some UI's are not as consistent as they could be which does effect usability.
  • Workflow
  • Scanning
  • Upgrades
Yes
Its not used much.
Andy Barker | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Integration capabilities
  • Content Management
  • Cloud Services
Enterprise Content Management (13)
87.69230769230771%
8.8
Content capture & imaging
100%
10.0
File sync, storage & archiving
90%
9.0
Document management
100%
10.0
Records management
100%
10.0
Content search & retrieval
100%
10.0
Enterprise content collaboration
80%
8.0
Content publishing & creation
80%
8.0
Security, risk management & information governance
100%
10.0
Contract lifecycle management
80%
8.0
Automated workflows
100%
10.0
Artificial intelligence
90%
9.0
Mobile support
30%
3.0
Integration
90%
9.0
  • Elimination of numerous filing cabinets and storage rooms.
  • Faster turnaround on plan review projects.
  • Reduction of unstructured and duplicated data in share drives.
Internally, the primary users of our solution are our Planning & Development division who leverage OnBase for permitting documentation and plan review capabilities. The system is also used for content management by our staff in Human Resources, Public Service, Mayor's Court, Police Records, Fire, and the City Manager's Office.
3
Our primary in-house OnBase support is a combination Administrator and Developer. This person is responsible for the implementation of all configuration changes to our OnBase solution and is the one in primary contact with Hyland's support teams. We also have a dedicated Business Analyst / Project Manager who is responsible for assessing the business needs of our various departments to present to the administrator for collaboration on potential solution implementations. Our third position is a staff trainer who is responsible for curating and preparing training materials for our end users.
  • Records Retention
  • Information Sharing
  • Supplementing Line-of-business Systems
  • Custom Process Management Solutions
  • Electronic Plan Review
  • GIS-based Records Retrieval
  • Robotic Process Automation
  • Records Request Management with secure digital delivery
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.
Yes
OnBase replaced our Metafile records management system and SIRE Agenda management. Metafile's capabilities just weren't where we needed them to be in 2014, and the breadth of capabilities available in OnBase was key. SIRE had been purchased by Hyland, so once the OnBase Agenda product was ready, we migrated our existing content over to it in order to take advantage OnBase's content management features to get more business value for our boards and commissions processes.
  • Product Features
  • Product Reputation
I wasn't present when our organization acquired our OnBase solution in 2014, but knowing what bit I do of the selection process back then, I would have advised the team from 2014 to consider not just document management and retention when evaluating content management solutions, but the process management and integration capabilities as well. On those grounds, I'm sure Hyland's OnBase would be at the head of the pack.
  • Implemented in-house
I feel that OnBase's configurability is extensive, but "just right" for virtually any organization. Basic content capture, indexing, retrieving, and disposition can be configured via in-client dialogs. OnBase's low-code/no-code Workflow and WorkView engines even allow for simple process management and AccessDB-style apps that could be implemented by power users. For those that are comfortable with expression builders, javascript, or .NET code, a whole world of detailed customization abilities opens up via OnBase extensive API's.
If a type of content has unique business value, security needs, retention, or reporting abilities, it should be kept in its own document type. Also, don't go overboard with keywords - use (and re-use) meaningful ones so that content can be related to other content more easily. And let your line-of-business systems drive ID values: if you can use it to look-up something in an external system, have OnBase leverage it as a keyword or attribute so that you can tie it to that system more easily.
Yes - we have customized the interface extensively
It depends on the part of OnBase that you're customizing. Tiles and shortcuts can easily be added to the OnBase Unity Client by any user. Customizations to screen layouts in WorkView apps can be done via a drag and drop editor or with custom CSS is you're knowledgeable. Changing the look and feel of OnBase's web front-ends like the Plan Review Portal, Agenda Online, or the Public Constituency Web Access portal requires web development know-how.
Yes - we have added extensive custom code
Adding custom code to OnBase is made easy through OnBase Studio - the primary tool for developing process management workflows, AccessDB-style apps, web services, and API scripts. Almost all styles of scripting and custom-development within the Studio environment comes with some form of intellisense or in-client Help documentation.
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.
I am unaware of the existence of a tiered support system via Hyland. Presently, when we have support needs, we can submit tickets via the Hyland Community site and receive an initial response within an hour or so during normal business hours. If resolution for our issue requires the editing of configuration files within our hosted cloud solution, there may be a lag of a few hours to a business day or so while support waits for a staff resource from the cloud management team for assistance.
Yes
As stated before, we leverage OnBase's support system via the Hyland Community site. All of our issues have been ultimately resolved, even it if was something that ended with a software change request being submitted. The timeliness of responses has gotten better since the initial hit that response times took after the 2020 pandemic.
After our migration to the Hyland Cloud at the end of 2020, one of our staff members realized that several old meeting videos that came from an older system we migrated back in 2017 to OnBase appeared to be missing. We logged a request with Hyland via the community site, and this started a multi-month long investigation into what had happened to the missing historical media. The issue was escalated and managed by Hyland's Customer Success team and several product experts and developers within Hyland weighed-in on the issue. Eventually, one expert discovered a location on an intermediate encoding server where all of the missing media still resided. Hyland's team then developed a special process to extract these records and re-insert them into our solution where they belonged.

It was a difficult and niche issue that was ultimately resolved with no additional workload on our staff - all thanks to investigation and creative problem-solving on behalf of Hyland's team.
Adoption and usability of OnBase have gone extremely well for us due to the ease-of-use of the clients and the system's ability to integrate with nearly any other system our organization uses. In addition to ease-of-use of Hyland's Unity and Web clients, modules like Application Enabler allow us to read information from any app in order to serve-up OnBase content to the end-user. Hyland has continued to expand the integration capabilities with it's latest major-version release (Foundation 22.1) with API workflow tasks, expansion of its REST API, and further improvements to its RPA offering, which we hope to implement soon.
  • Document capture & indexing
  • Intelligent form design
  • Workflow processes & notifications
  • Setting up Advanced Capture templates for OCR indexing
  • Updating and rebuilding full-text catalogs
Yes, but I don't use it
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Scan, store, retrieve
  • Worflow management
  • Workview delivery
  • Retention Management
Enterprise Content Management (5)
84%
8.4
Content capture & imaging
100%
10.0
Document management
100%
10.0
Records management
100%
10.0
Content search & retrieval
90%
9.0
Enterprise content collaboration
30%
3.0
  • OnBase has allowed us to move away from moving paper around various departments
  • OnBase has provided workflow management to keep approval inside the system and out of email boxes.
  • OnBase has eliminated the need for paper storage and saving storage cost with other vendors.
A core solution like Jack Henry works really well with other Jack Henry products or solutions but is not as versatile as a solution like OnBase in that it can support much different software or document solution needs.
500
Financial Services
3
System Administrator, solution architect, back-up admin support.
  • Workflow document management
  • Electronic document storage and management
  • Implementation services
  • Optical Character Recognition solution
  • Automation of document storage and indexing
  • User access controls
  • Expansion of reporting dashboards
  • Additional integrations of data
OnBase is utilized across the organization and is so vestal it will be able to continue to serve the organization in new ways.
Yes
Jack Henry Silhouette
  • Product Features
  • Product Usability
The OnBase solution would work with so many different software applications and expand workflow functionality.
I don't think I would change anything. We had a demo of the software, talked with other customers using the software, and we visited the corporate headquarters with a team to gain multiple perspectives.
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.
  • Implemented in-house
Yes
System Go live with scan, store, & retrieve
Historical document integration
Workflow management functionality
Change management was a major issue with the implementation
Employees struggle to do things differently than they have done in the past.
  • Timing of go live and bring in historical documents
  • Preparing the internal departments and teams for implementation
  • Online Training
  • In-Person Training
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.
With the Premium subscription, there is a tone of training with audio and practice options.
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.
Yes, for the additional knowledge and education services. Any employee in the organization can use these education services.
Yes
Many bugs are resolved quickly. Some take a little longer or a software change.
Any time I have used their professional services team, the support has been exceptional. There is a project manager that coordinates work for the Hyland team. They keep the customer well informed of the project's status, share hours spent working on the solution and manage the budget to ensure the work is managed as expected.
There are so many tools and solutions it is very vestal. The Unity client solution is very user-friendly and easy to navigate.
  • User Navigation
  • Workflow Actions
  • Workflow Approval Manager Solution
  • System upgrades
Yes
The mobile interface looks very similar to the unity interface.
I have stayed connected to the salesperson that was a part of our implementation but has also worked with other sales staff. They really care to abut the customer and how the solution is working for them. The pandemic really impacted the sales team and the consistent customer interactions.
The vendor really cares about how the solution is working for the customer and is responsive and open to thoughts or concerns.
Term, pricing, future implementation cost, timeline for implementation.
Being open and honest, that is what will help both organizations best.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Enterprise Content Management (13)
99.23076923076923%
9.9
Content capture & imaging
100%
10.0
File sync, storage & archiving
100%
10.0
Document management
100%
10.0
Records management
100%
10.0
Content search & retrieval
100%
10.0
Enterprise content collaboration
100%
10.0
Content publishing & creation
100%
10.0
Security, risk management & information governance
100%
10.0
Contract lifecycle management
100%
10.0
Automated workflows
100%
10.0
Artificial intelligence
100%
10.0
Mobile support
100%
10.0
Integration
90%
9.0
  • By streamlining multiple applications which have some of OnBase's features, but not all, we are able to save money by combining them all into one application.
  • Resource allocation and management. We're able to see where resources can pick up work so that there is less of a need to hire more.
OnBase combines all of its features into one user-friendly platform.
Clinical, claims, operations, process management.
10
Developers with workflow/workview knowledge. Sql developers, Ssrs developers.
  • Workflow
  • Workview
  • Reporting
  • Document storage
  • Call center management via workview
  • Combine 5 applications into onbase and separate security levels by each department and sub departments
  • Microsoft office integration
  • Sharepoint integration
  • Optical character recognition
Onbase is a multifunctional application that can integrate with nearly anything.
Not Sure
N/a was not part of this decision process.
N/a was not part of this decision process.
N/a was not part of this decision process.
  • Don't know
N/a was not part of this decision process.
  • N/a was not part of this decision process.
N/a was not part of this decision process.
We have a hyland staff member on hand to discuss immediate issues and get them resolved.
No
We have a hyland staff member on call to address immediate issues and concerns.
  • Workflow operations
  • Document retrieval
  • Reporting
  • Will sometimes time out or freeze during work hours
Yes, but I don't use it
N/a
Great product with so many options for integration and performance
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