An Overall Solid Product
September 09, 2020

An Overall Solid Product

Eric Zelina | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with OnBase by Hyland

OnBase is used by a vast majority of our departments, mainly on the business side. It addresses several needs of ours including electronic document storage, document conversion from physical paper to electronic, allows more automation in business workflows, data capture, reporting, and document processing speed to name a few.
  • OnBase can be customized to fit a wide range of needs through their different modules.
  • You can build complex workflows without needing an excessive amount of custom code.
  • Offers users several different applications that allow access to OnBase (Thick client, Web client, Unity, Mobile).
  • OnBase integrates well with Microsoft applications like the whole Office suite.
  • There are many different applications that need to be used when being an administrator for this product.
  • The process of first implementing OnBase can take longer than initially expected.
  • Each of the different applications used by end users are vastly different in appearance and confuse users if they need to switch from one to another.
  • Claims payment time has improved by 82% for emergency room claims.
  • Since additions can be made to your OnBase process, the ROI can grow with each addition of a new process.
  • OnBase has replaced more than ten other applications, there by minimizing our overall application footprint.
What helped in making the decision to switch to OnBase were three elements that were very important in reaching our company goals. Hyland's consistent track record of being committed to customer success, OnBase's lower total cost of ownership compared to the product used previously, and the overall product design and flexibility.
In my experience with the customer support of OnBase, the issues that have been submitted were all addressed and fixed in a timely manner. There are also several ways to submit a ticket such as creating one online or calling the phone number provided on their site. An account manager, success advisor, and support team are all assigned to helping you with any questions or issues that arise and phone numbers and email addresses for each of those areas are provided as well.
OnBase is a product that can be used as little or as much as it is needed. An initial implementation, there may be only a handful of workflows being used, but as a company grows or changes and new opportunities to implement this tool reveal themselves, the number of workflows can grow quite a bit. Since it offers so many different tools, this product can be utilized in basically any departments in one way or another.

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Did OnBase live up to sales and marketing promises?


Did implementation of OnBase go as expected?

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OnBase does well with document storage, workflows, and scanning and indexing documents. A specific case in which it was very useful was a department that had a large amount of physical files that they wanted to transition over to be stored digitally. There were five different types of documents that each had their own cover sheet. We were able to build a scan queue as well as an automated workflow that utilized the advanced capture module of OnBase that detected specific areas of the different cover sheets to automatically index the documents and enter in several keywords. This process was made much more streamlined and efficient with the different capabilities of OnBase.

A less specific scenario when OnBase may not be the best option is when sharing documents between two different companies is required. Transferring documents directly from OnBase to a different organization is difficult if the other organization does not also have OnBase. Either the documents need to be saved outside of OnBase then sent using a different method, or the other organization needs access to your company's OnBase environment.

OnBase Feature Ratings

Content capture & imaging
File sync, storage & archiving
Document management
Records management
Content search & retrieval
Enterprise content collaboration
Content publishing & creation
Security, risk management & information governance
Contract lifecycle management
Automated workflows
Artificial intelligence
Mobile support
Not Rated