Advancing content services in a homerun kind of way
December 08, 2022

Advancing content services in a homerun kind of way

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

Overall Satisfaction with OnBase

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
  • Scan, store, retrieve
  • Worflow management
  • Workview delivery
  • Retention Management
  • 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.

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?

Yes

Would you buy OnBase again?

Yes

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.

OnBase Feature Ratings

Content capture & imaging
10
Document management
10
Records management
10
Content search & retrieval
9
Enterprise content collaboration
3

Using OnBase

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.

Evaluating OnBase and Competitors

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.

OnBase Implementation

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.
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

OnBase Training

  • 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.

OnBase Support

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.
ProsCons
Good followup
Problems get solved
Kept well informed
Support cares about my success
Quick Initial Response
Escalation required
Need to explain problems multiple times
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.

Using OnBase

There are so many tools and solutions it is very vestal. The Unity client solution is very user-friendly and easy to navigate.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • User Navigation
  • Workflow Actions
  • Workflow Approval Manager Solution
  • System upgrades
Yes - The mobile interface looks very similar to the unity interface.

Relationship with Hyland Software

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.