I was a vendor managing Hyland OnBase for Hyland, not as a direct user but as a business partner. We managed the solution and were a partner with Hyland.
OnBase Premium Enterprise
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OnBase admin
What do you like best about the product?
Overall it's a good product to use and I'm happy with it
What do you dislike about the product?
Some users find too many steps to do certain tasks
What problems is the product solving and how is that benefiting you?
Document storage
BOD Summit my opinion
What do you like best about the product?
Point and Click fast development. Wonderful customer service. Energetic and devoted employees. History of great product and customer service
What do you dislike about the product?
CPE communicating out needs improvement. Even internally it appears our MS group is not updated by CPE. We trust them as experts and they forget our settings and use standard build. They WILL NOT take into account HC need for 24/7.
What problems is the product solving and how is that benefiting you?
Content Services for a Healthcare System. We take in approximately 22M Medical records a year and we integrate to Epic. Also, 1K AP invoices for entire ecosystem and integration to PeopleSoft. We use RPA, VPD and other Hyland products as well.
OnBase: Not Like Every Other Software
What do you like best about the product?
I have been using OnBase for almost 20 years now. It has evolved over time from being just another document management solution to something much more. Their Unity Forms are like nothing else in the industry. These are smart forms that become documents when submitted. These forms can continue to be updated and accessed through out the defined process. In comparison to other forms that become a pdf or image. WorkView is another module that makes OnBase very unique, it allows for custom applications and tables to be created that further enhances the functionality of the OnBase product. When combined with OnBase's workflow, very unique and b solutions can be created delivering one-of-a-kind solutions to is userbase.
What do you dislike about the product?
Overtime Hyland Software has lost focus and many features that were promised 5 years ago have yet to be delivered. Unity Forms for example, as great as they are, do not display on mobile devices. There are still many components that still work the way they did 20 years ago and have never been migrated to the newer platforms.
What problems is the product solving and how is that benefiting you?
Central place to access documents and eliminating the need for paper.
Seamless data management enhances security while monolithic architecture and reporting need improvements
What is our primary use case?
What is most valuable?
Hyland OnBase is valued for its security, especially for those in the finance domain who require data confidentiality. Furthermore, the solution offers a variety of integrations with other tools, such as Epic in the UK. This integration ensures seamless data access and management. Lastly, Hyland OnBase is available in a desktop version, a cloud version preferred by healthcare teams due to public data requirement, and a mobile version which is akin to healthcare applications like Practo in India. It is widely used in healthcare due to these facets.
What needs improvement?
I believe the reporting features need improvement, as other competitors in the market provide better analytics. Hyland is working on a new platform (HXP) to integrate features from all products, addressing some concerns. Additionally, there could be more integration points with products Hyland has acquired, such as Alfresco and Nuxeo. Offering a trial version with basic features would allow users to experience the product before purchasing. I find OnBase's monolithic architecture to be expensive, and adopting microservices could be beneficial.
For how long have I used the solution?
I worked with it last year until approximately March 2024.
What do I think about the stability of the solution?
I find Hyland OnBase to be a stable product. I would rate it eight out of ten.
What do I think about the scalability of the solution?
While I believe scalability is achievable due to integration possibilities, it comes at a high cost due to the extensive setup currently required. Transitioning to cloud-based services may reduce these costs in the future.
How are customer service and support?
I find technical support from Hyland to be good. I would rate it eight out of ten.
How would you rate customer service and support?
Positive
How was the initial setup?
I found the initial setup to be complex. A trial version with a simpler setup could be beneficial, similar to how games offer a level to try before fully installing.
What's my experience with pricing, setup cost, and licensing?
I find pricing to be on the higher side due to its monolithic architecture. I would rate it six out of ten. Transitioning to microservices, allowing users to pay for only what they use, could reduce costs.
What other advice do I have?
Currently, I find OnBase's architecture adds to the cost, and the setup process is expensive and complex. Additionally, its advantages lie in its security and integration capabilities, although more integration points are needed to incorporate Hyland's acquired products without loss. I would rate the overall solution six out of ten.
Streamlined document processes with robust security yet potential for broader integration
What is our primary use case?
Hyland OnBase was used as our primary document and image repository, and we extensively utilized the workflow module within it. It was used to store all of our customer documents, system-generated reports, operational items we needed, and check images. We built out a workflow module, including one specific for accounts payable.
How has it helped my organization?
Integrating Hyland OnBase with our systems enabled us to automate document designs and templates, which was extremely helpful in the finance and banking industry.
The application allowed integration of front-end customer onboarding processes to create, route, ingest documents, and route them for approval within the application, enhancing audit traceability.
What is most valuable?
Hyland OnBase offered robust system features ranging from configuring indexing fields to building auto-import routines for regular file imports.
It provided data security features, allowing restrictions on sensitive documents, such as who could view or modify them.
The user interface was intuitive, and the product integrated well with other applications like Outlook and Salesforce, enabling easy document indexing and access.
What needs improvement?
We found the size of images to be a restriction, though this may have been due to the API used rather than the Hyland application. The application could potentially be more open-source, allowing integration with more solutions.
For how long have I used the solution?
I used Hyland OnBase for approximately eight years, starting around 2015.
What do I think about the stability of the solution?
Hyland OnBase was a stable solution that worked effectively for us, providing traceability and data security.
What do I think about the scalability of the solution?
We had an enterprise license, which allowed unlimited users and a number of workflow licenses. We never crossed the threshold of workflow licenses, as the workflow was executed via system licenses, not directly through user licensing.
How are customer service and support?
We primarily worked with Fiserv for technical support and not directly with Hyland. The Fiserv team was helpful, although instances existed where their database was tricky to manage.
Our vendor relationship facilitated integration with our system and offered additional service beyond the Hyland OnBase product.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We transitioned from a document image repository to Hyland OnBase.
How was the initial setup?
The initial setup was complex, particularly building a custom accounts payable workflow module. This task was supported and guided by the vendor, Fiserv.
What about the implementation team?
Our implementation was managed by Fiserv, who served as the vendor and reseller, providing key insights and support during the complex integration process.
What's my experience with pricing, setup cost, and licensing?
As we had an enterprise license, we were not limited in terms of user access. We also paid for workflow licenses, which allowed up to 250 concurrent users.
Which other solutions did I evaluate?
Alfresco was an alternative used within the organization, but I only engaged with it as a generic user.
What other advice do I have?
Hyland OnBase appeared more robust compared to Alfresco, but this perception might be influenced by deployment and configuration differences. Users appreciated the user interface and extensive integration capabilities.
I'd rate the solution eight out of ten.
I would not recommend OnBase to anyone
What do you like best about the product?
I like the intentions behind the product, it intends to be a good ECM with inovation propelling them forward. Unfortunately Hyland does not work on improving components of OnBase that would make it a more sought after product. The Web client should have the full capabilities to match what the Unity client or Thick client is capable of. Scanning is almost nonexistent for web and the Unity client does not have great scanning features, users should not be required to be experts in the field of scanning to have the product work for them.
What do you dislike about the product?
The product is worse than our own we are replacing it with, it lacks scanning capabilities and has little to no web client functionality, it requires thick client installs with config file maintenance. The IIS resets force admins to be active after hours to be able to implement any changes when it should be easy for admins to push changes out. creating a user group should not require kicking users out of the system. users should be able to scan multiple document types without needing to change settings for the scanner inputting them. we cant even swap out licenses when we have 9999 workflows licenses for any workview when we only have 25.
What problems is the product solving and how is that benefiting you?
OnBase is creating more problems than they are solving, our admins have to create more 3rd party components to support systems that used to be integrated in our old ECM
OnBase Admin and User
What do you like best about the product?
Ease of use and integration and features
What do you dislike about the product?
Upgrades are difficult. Sometimes we cannot justify ROI for some of the modules. Hyland is always innovating and coming out with new modules, however, if OnBase is not your first line of business application, it can be hard to justify spending $20,000 plus $25% for yearly maintenance to use SOME of the features of a new module.
What problems is the product solving and how is that benefiting you?
OnBase allowed us to automate our Accounts Payable process. Invoices are scanned and routed to approvers. When they are approved, they are sent back to Finance for processing to be paid. Staff can verify if an invoice has been approved as well as view an image of the check cut for the invoice if contacted by a vendor and cross reference the invoice with P.O. as well.
Human Resources was able to digitize the employee folders and allow Directors/Managers to view candidates for job postings. They no longer have to call to find out how many or even if applications were received for a posted position. They have also taken advantage of the Document Retention module to allow they to purge documents according to a standard schedule.
Clerks uses OnBase as the keeper of documents and contracts. With ease they can provide specific contracts, legal documents, respond to FOIA requests and produce meeting minutes for Council and Boards.
Community Development stores various documents in OnBase freeing up time and money from retrieving the documents from a storage facility. Like Human Resources, they also take advantage of the Document Retention module to purge document in accordance with an established schedule. OnBase integrates with the Community Development line of business application so that large documents line plan sets, can be displayed when clicking on an item in the line of business application
GIS integrates OnBase with ESRI and Cityworks to display As-Builts and Water and Sewer documents
Human Resources was able to digitize the employee folders and allow Directors/Managers to view candidates for job postings. They no longer have to call to find out how many or even if applications were received for a posted position. They have also taken advantage of the Document Retention module to allow they to purge documents according to a standard schedule.
Clerks uses OnBase as the keeper of documents and contracts. With ease they can provide specific contracts, legal documents, respond to FOIA requests and produce meeting minutes for Council and Boards.
Community Development stores various documents in OnBase freeing up time and money from retrieving the documents from a storage facility. Like Human Resources, they also take advantage of the Document Retention module to purge document in accordance with an established schedule. OnBase integrates with the Community Development line of business application so that large documents line plan sets, can be displayed when clicking on an item in the line of business application
GIS integrates OnBase with ESRI and Cityworks to display As-Builts and Water and Sewer documents
Could be happier…
What do you like best about the product?
OnBase handles document storage, archival, and retrieval very well.
What do you dislike about the product?
OnBase has lagged far behind with modernizing their user interface. Quality control of product releases has been painful. Technical support is slow, awkward, and usually unhelpful for any advanced technical issue.
What problems is the product solving and how is that benefiting you?
Storage and routing of documents.
Work smarter, not harder!
What do you like best about the product?
No paper, streamlining with workflow, opens time to do more important work.
What do you dislike about the product?
When the internet goes down and we cannot access the information we need.
What problems is the product solving and how is that benefiting you?
Information is available at our fingertips vs. sorting through paper files.
Love onbase
What do you like best about the product?
Accessibility and the modernized platform
What do you dislike about the product?
The least thing is I dislike the trouble shooting
What problems is the product solving and how is that benefiting you?
Upgrade
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