Item: OnBase
Rating: 9
Author: Beverly Ehlbeck

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

Significantly increased ability to find the right information in a timely manner
Repeatable and reportable document destruction processes for compliance
Increased IT costs for software and maintenance
Large reduction in time and cost to fulfill release of information and compliance requests

Support Rating

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.

Key Insights

Do you think OnBase delivers good value for the price?

Yes

Are you happy with OnBase's feature set?

Yes

Did OnBase live up to sales and marketing promises?

Yes

Did implementation of OnBase go as expected?

Would you buy OnBase again?

Yes

Usability

Excellent feature rich software, which can be a bit complex and overwhelming for users. Easy to pick up with a little bit of training. The Outlook integration component is not intuitive and could use some enhancement.

Likelihood to Recommend

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.

Feature rich content and records management system that will help much more than anticipated

Overall Satisfaction with OnBase by Hyland