Robot takeover helps drive automation
July 09, 2021

Robot takeover helps drive automation

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Hyland RPA (formerly AM Ensemble)

We are currently using Hyland RPA [(formerly AM Ensemble)] in our New Business department with plans to roll it out to other departments later this year. We were seeing that with increased sales, our New Business team was having a difficult time keeping up with the demand of settling our new contracts and the act of settling was extremely simple. It was taking about 30% of the day to get everything settled and thought that if we had that process automated, it could free those individuals up to be more productive in other areas and focus more on our customers than a repetitive task.
  • Configurability
  • Transparency
  • Ease of Implementation
  • Lack of dedicated support
  • Documentation
  • Training
  • Integrated with Hyland
  • Visibility into reporting
  • Ease of configurability
  • Dedicated support
  • Documentation
  • Reduced the need to hire additional staff
  • 90-100% coverage of contract settling
  • Reducing errors
Hyland RPA [(formerly AM Ensemble)] is much easier to configure and is fully integrated with Hyland. We probably would have used Selenium to accomplish what we were looking for but that required development resources and we were going to have to build in the integrations with Hyland and OnBase manually. This was useable out of the box and saved on development time

Do you think Hyland RPA (formerly AM Ensemble) delivers good value for the price?

Yes

Are you happy with Hyland RPA (formerly AM Ensemble)'s feature set?

Yes

Did Hyland RPA (formerly AM Ensemble) live up to sales and marketing promises?

Yes

Did implementation of Hyland RPA (formerly AM Ensemble) go as expected?

Yes

Would you buy Hyland RPA (formerly AM Ensemble) again?

Yes

The reason Hyland RPA [(formerly AM Ensemble)] fit so well with us was because of how integrated we are with Hyland. We use other RPA products that have APIs behind them that are much more cost-effective but this fit in extremely well into the Hyland ecosystem and allowed us to customize it to make our existing workflows more automated. It's also well suited for teams that do not have development bandwidth. Our solution was able to be completely customized by individuals with no development background.

Using Hyland RPA (formerly AM Ensemble)

7 - Currently, they represent the processing of new business contracts. Our New Business team spends a considerable amount of time settling contracts each week and Hyland RPA allows that process to be completely automated and allows those people to focus on my important tasks.
4 - We have a wide range of skill sets that currently support Hyland RPA internally. The person who installed it and configured it just has basic business knowledge and does not have a development background. They did however, have a comprehensive OnBase background which allowed them to configure it properly.
  • Automation
  • Accuracy
  • Reduce staffing needs
  • Auto settling new business contracts
  • Automate agent licensing
  • Configuring software builds
  • Testing OnBase builds
Our teams are now completely dependent on this solution and we've restructured our teams around the new processes we now have in place. It would be extremely difficult to be able to move forward without this product. We are more likely to buy more RPA bots than not renew at this point in time.

Evaluating Hyland RPA (formerly AM Ensemble) and Competitors

  • Product Features
  • Product Usability
  • Product Reputation
The single most important factor in our decision was its ability to integrate with the rest of the Hyland ecosystem. Without that feature, we would have chosen another more cost-effective solution. The ability to integrate it with Hyland's OnBase outweighed the cost because alternatives would have forced us to spend development hours in building custom integrations.
I don't think we would change anything. We knew what options were available to us and we fully understood what projects and savings were going to be contributed to this project. Having the ability to evaluate the cost of the product to the cost of implementation really allowed us to make the best decision.

Hyland RPA (formerly AM Ensemble) Support

The support right now is pure community-based. The support team around this product is based in Germany and getting answers to problems tends to take a while. Also, this product is new to the Hyland portfolio and there aren't a ton of resources that are knowledgeable yet on the product.
ProsCons
Problems get solved
Support cares about my success
Slow Resolution
Poor followup
Less knowledgeable
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
We are an enterprise customer for Hyland and already have full support for everything within Hyland's ecosystem. It did not make sense for us to purchase additional support packages when we are already paying for basic support for everything else we do with Hyland.
Yes - The first time we submitted a bug, we were told to submit it on the RPA community page. It was not resolved timely because we had to coordinate schedules with the people in Germany and basic support could not answer the questions that we had. The process for submitting on the community page was confusing because that process was different than any other bug submitting process Hyland has.
When we first came onto the Hyland RPA product, their entire product leads helped us onboard and connect us with the individuals that could help answer the technical questions that we had. The support team in Germany is extremely knowledgeable on the product and were willing to help with any way necessary to help us solve our problems.