Item: OnBase
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use OnBase across several departments who govern user access for PeopleSoft. We previously used a manual process for users to request new or additional access to PeopleSoft, but OnBase provides an online workflow so that we do not have to deal with paper request forms, scanning, or signatures anymore.

Pros and Cons

Integrates with our HR system to auto-populate demographic info for users after they log in.
Our approval workflow solution is highly customized, and OnBase was very accommodating.
Helpful one-click buttons allow us to move requests forward or backward in the workflow with ease.

Sometimes a request form gets stuck in the workflow, and one of our business analysts has to manually push it forward.
Sometimes a request form will not save properly without using odd workarounds, like selecting options on the form that aren't actually needed by the requester.
We have had some visual bugs for users while they complete the request form online. Drop down menus with strange text layering effects, for instance.

Return on Investment

We have saved time and money by eliminating our paper form process that had to be faxed, scanned or hand-delivered to each approver.
We streamlined a workflow that used to be handled separately by 4 departments under the same OnBase umbrella.
Our end-users appreciate being able to submit requests on the web instead of using a paper form or PDF.

Alternatives Considered

I did not participate in the search for this solution, so I do not know how Onbase by Hyland compares to the other products that are available. I am not familiar with other such products that can do what OnBase by Hyland is doing for us. Knowing our IT department who made the selection, I am sure that OnBase was clearly the best product.

Support Rating

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.

Key Insights

Do you think OnBase delivers good value for the price?

Not sure

Are you happy with OnBase's feature set?

Yes

Did OnBase live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of OnBase go as expected?

Yes

Would you buy OnBase again?

Yes

Other Software Used

Trello, Box, Microsoft Teams

Likelihood to Recommend

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.

Great customization, but a bit buggy

Overall Satisfaction with OnBase by Hyland