OnBase by Hyland: An Honest Review

Support has really been a pain point over the last year for our Financial Institution. They need to do better at initial contact once a ticket is submitted into the system. The assignment of the ticket to the most accurate support rep for processing. Lastly, when issues linger for more than 6 months+, there should be some effort by higher management to get to the root cause of the issues.

You get out of something what you put into it. You reap what you sow! If an organization will spend time setting the solution up, dedicating staff to its development and ongoing support, and always keep the end-user in mind during development, you will have one of the most well-received solutions in your organization. So many organizations that I speak with stand up a solution but don't commit someone to its upkeep and development. It is vital that you have the staff to work within the solution on a daily basis.

The overall product itself is first class. The Hyland training department and the material provided is first class as well. The solution is scalable and agile. Because a solution can be configured with no coding required, it can meet needs without additional staffing. Solutions with Hyland can also be built on to. So, say you start with a small scan, index, and retrieve function and then later want to add on a workflow piece, you can take the same information, system and add on to the solution. From there, an organization can add on additional functions like work view/case management, advanced capture, and other modules to grow the solution.