OnBase - Data, Documents, Workflow and Processing no longer a chore
February 09, 2021

OnBase - Data, Documents, Workflow and Processing no longer a chore

Sheila Shaver | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with OnBase by Hyland

OnBase is our Enterprise Electronic Content Management system. 30+ departments use OnBase for retrieving documents that have been entered by Building Services, Clerk's Office, Finance, HR, PD, Public Works, Purchasing, Risk Management or Utilities. We have over 50 workflows automating many processes - to name a few: Agenda Management, HR Personnel Form approvals, Public Works using barcodes, Insurance Certifications/renewal notifications and PD Citation processing/Case Management. We have eliminated a lot of cumbersome emails and attachments by filing the
supporting document in OnBase and automatically have a notification sent to the required personnel with a hyperlink to the filed document.

Different modules used in conjunction with Workflow have significantly reduced the time it takes to complete tasks.
  • Automated forms processing through workflow: Retrieve information from external database, update form, send notifications, acquire approvals.
  • Outlook Integration: File and retrieve emails or documents from OnBase while remaining in Microsoft Outlook.
  • Use barcodes to automatically import and index documents with no user interaction required.
  • Training. Hyland offers Premium Subscription training, but there is a cost. I feel that since upgrades are part of our maintenance agreement, we should be able to access the training required for using and understanding the upgraded modules.
  • Workflow Documentation. Workflow generates documentation for either the Admin or the User. Neither one is easily modified to acquire only the information we really need and the users will understand.
  • Full Text. The OCR Full-Text module is not reliable. Although the newest version includes a different Full-Text module for which I haven't upgraded and tested yet.
  • Automated HR Personnel Action Forms - eliminated paper, eliminated routing through inter-office mail (saves days and reduces possibility of being lost), email notification requesting approval includes hyperlink for immediate access.
  • PD automation for Traffic Camera Citations - combines citations to create a case. Workflow generates packets when preparing for Court. Eliminated Access database, spreadsheets and thousands of folders. 70% savings on time and 95% on paper reduction.
  • Workflow timers can automatically move items through workflow based on different criteria with no user interaction required.
This rating is a compromise because I technically have 2 tiers of support.
I go through a re-seller that I give a (10). I send an email and receive acknowledgment within minutes.
For the few times we need to contact Hyland for assistance, it sometimes takes a couple of days to receive a response - and then the first tier might go back and forth a dozen times through email instead of initiating a phone call. And for an advanced issue, they take too long before they forward to an evangelist or someone more knowledgeable that is able to assist. I give that process an (8).

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Did OnBase by Hyland live up to sales and marketing promises?

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Would you buy OnBase by Hyland again?


As long as you know the document type you're looking for, OnBase is great. If you don't know the document type, you could have to look through many to find what you need. Or you could use a Custom Query, but then you have to learn which one to use. This is for the general user trying to retrieve documents. An Admin, or someone that uses OnBase daily will not have this issue and will consider easier to use.
Different ways to ingest items into OnBase - Scan, DIP, Bar Code Recognition or bring in through Microsoft Outlook. Items can be restricted and secured by either group, user or a specific keyword value. There are dozens of add-on modules to help accomplish or automate any task your process might need.

If you're going to use for much more than basic document filing and retrieval, a dedicated OnBase Administrator position should be required. If you don't purchase Hyland's Premium Subscription for training, the courses open to everyone is severely limited and hinders frequent upgrades due to the time it takes for self-teaching and testing.

OnBase by Hyland Feature Ratings

Content capture & imaging
Document management
Content search & retrieval
Security, risk management & information governance
Automated workflows