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4.0 out of 5.0 (8 ratings)

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We have aggregated ratings data on Hyland but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): OnBase

    Stable, Reliable Document Management but not recommended without purchasing support

    Overall Comment

    Professional Services are great until you get to the "last mile". Technical Support is above average with occasional long hold times and occasional tech that is still learning the product. Of all the applications I've supported, OnBase is one of the most reliable. We've had no unplanned outages. The product is continuously improved and they're responsive to suggestions from their customers.

    What one piece of advice would you give other prospective customers?

    Unity Forms are not all they're cracked up to be. Due to the way their documentation is written I can't imagine anyone implementing this on their own. There is plenty of documentation but it is lacking in many ways regarding system implemenation, focusing instead on reference material.

    What do you like most about the product or service?

    Ease of use, stability and customer support.

    What do you dislike most about the product?

    Long hold times, no hot patching for fixes (full upgrade is the only option), occasional support tech that is still learning the product and floundering during support calls.

    What one thing do you wish the vendor did differently?

    Provide better installation and integration guides.

    If you could start over, what would your organization do differently?

    More involvement of Sysadmin during Hyland Professional Team installation. Sysadmin training in Microsoft Internet Information Services. Sysadmin training in Microsoft SQL administrtation.


  • 4 out of 5.0, Reviewed

    Product(s): OnBase

    works well but requires significant investment

    Overall Comment

    OWrks but seems expensive for talent pools

    What one piece of advice would you give other prospective customers?

    Dont host internally

    What do you like most about the product or service?

    Scalable and feature rich

    What do you dislike most about the product?

    Cost of resources

    If you could start over, what would your organization do differently?

    Vet more partners


  • 2 out of 5.0, Reviewed

    Product(s): OnBase

    Be prepared for pain along the way and complicated licensing with escalating costs

    Overall Comment

    The product is complicated to implement, and once setup is quite fragile to configuration changes breaking other functionality. New versions have broken existing implementations. The licensing model is very complex and draconian. Implementation of the licensing controls inhibits experimentation and actually discourages greater use of the application - they are also a performance limiter on the application. We have had lots of problems with license code inhibiting legitimate and fully licensed use of the product because they didn't work properly. Once a solution is implemented it can work well and generally speaking users are favourable toward the product, but getting there is hugely time consuming and problematic - even working with a partner who has done it many times before. Even though there is good feedback from users, there are also known bugs with no known fixes - particularly around the Office integration. Once you have a successful implementation you will be loathe to change anything for fear of it breaking. Also beware of the requirement to keep your employees working on OnBase certified. There is nothing particularly special about their APIs and they are easy to use, but they insist on requiring recertification regularly - seems to be just a money making play.

    What one piece of advice would you give other prospective customers?

    Really think hard about why you are choosing this product over the alternatives. There are better fully commercial alternatives and also better open-source alternatives. Look at Alfresco.

    What do you like most about the product or service?

    User feedback once implemented is reasonably good.

    What do you dislike most about the product?

    Licensing, complexity, bugs.

    What one thing do you wish the vendor did differently?

    More transparency over licensing. Simpler licensing. Licensing that encourages use of the application rather than inhibits it. I have not come across any customers who like the licensing models. They are not turning their customers into advocates for the software.

    If you could start over, what would your organization do differently?

    We would not work with the same partner, we would probably choose an open-source alternative - with commercial support - with a better user community and a more open approach to development on the platform. Such as Alfresco. And do the development in-house.


  • 5 out of 5.0, Reviewed

    Product(s): OnBase

    Very flexible and robust imaging and workflow platform

    Overall Comment

    Very versitile platform for both imaging/content management and custom workflows.

    What one piece of advice would you give other prospective customers?

    Plan for at least a part-time resource (we employ a fulltime technical resource) to own OnBase administration and workflow development tasks.

    What do you like most about the product or service?

    The flexibility of the platform.

    What do you dislike most about the product?

    Would like to see more functionality made available through the browser interface rather than the unity client.

    What one thing do you wish the vendor did differently?

    No unfulfilled wishes. Hyland is a very good vendor and partner to us.

    If you could start over, what would your organization do differently?

    If we were starting today, we'd give serious consideration to Hyland's cloud-hosted solution.

    Service & support - overall comment

    Service team is very responsive and knowledgable. We also make use of their professional services team for some complex workflow development and have had positive experiences with that team as well.


  • 5 out of 5.0, Reviewed

    Product(s): OnBase

    Great platform, not great UI

    Overall Comment

    It's a very robust product with lots of possibilities.

    What one piece of advice would you give other prospective customers?

    Start simple and small.

    What do you like most about the product or service?

    The robustness of the platform

    What do you dislike most about the product?

    UI

    What one thing do you wish the vendor did differently?

    Created a more intuitive, user friendly UI

    If you could start over, what would your organization do differently?

    We created too many categories & subcategories- we should have simplified our implementation.

    Service & support - overall comment

    Hyland makes themselves available when we need them and are open to working with us to create customizations.


  • 4 out of 5.0, Reviewed

    Product(s): OnBase

    VAR has created lags in leveraging the product's full benefits.

    Overall Comment

    The actual company provides great service and product. However, being that our organization purchased it through a VAR, it has created lags in leveraging the products full capability.

    What one piece of advice would you give other prospective customers?

    If you will be using the database as your main repository, keep in mind the taxonomy of the data and attempt to forecast future growth strategy.

    What do you like most about the product or service?

    Customization.

    What do you dislike most about the product?

    Use of VAR.

    What one thing do you wish the vendor did differently?

    Not have VAR's.

    If you could start over, what would your organization do differently?

    Attempt to procure the product directly from product creator.

    Service & support - overall comment

    The VAR (Fiserv) we purchased product through does not know the technical aspects as one should expect.


  • 3 out of 5.0, Reviewed

    Product(s): OnBase

    OK product but old school design with limited flexibility

    Overall Comment

    Cost seems high for the value we are getting (Some of this is based on our limited scope.)

    What do you like most about the product or service?

    It is tailored for AP.

    What do you dislike most about the product?

    Not flexible.

    What one thing do you wish the vendor did differently?

    Had more vision.

    If you could start over, what would your organization do differently?

    Look closer at KnowledgeLake.


  • 5 out of 5.0, Reviewed

    Product(s): OnBase

    Used Onbase to create an Electronic Lending process

    Overall Comment

    Overall the software, vendor and support community have lived up to the high expectations set at the start of the project. We have not only created a completely electronic lending process with 100% adoption we have been gaining insight into the incredible amount of features that could help us in so many ways. We are looking to not just maintain what we have done but devote resources to expand throughout the business.

    What do you like most about the product or service?

    Solid stable core software with a very active support community.

    What one thing do you wish the vendor did differently?

    More in depth knowledge of how to implement one of their modules.

    If you could start over, what would your organization do differently?

    Organize our document types differently based on what we have learned over the past year.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(8)
3.6

Ability to understand your organization's needs

(8)
3.6

Timely and complete response to product questions

(8)
3.8

Pricing and contract flexibility (pricing and terms)

(8)
3.4
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(8)
3.5

How long did your deployment take?

6 - 9 months (<9)

12 months or more

3 - 6 months (<6)

I don't know


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(7)
3.1

Ease of integration using standard APIs and tools

(8)
3.9

Quality and availability of end-user training

(8)
3.9

Ease of deployment

(8)
3.4
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(8)
3.9

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(8)
4.0

Quality of technical support

(8)
4.0

Quality of peer user community

(8)
4.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(8)
3.9
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Development/Integration

Implementation, Maintenance or other IT support

Application Lead

Business Analysts

User Training

Vendor Management

Vendor/Product Selection

Executive Sponsor

Functional Assessment

System Administrator

Technical Assessment

Other...


Why did you purchase the software or service? Multiple responses allowed.

Create internal/operational efficiencies

Improve business process agility

Improve business process outcomes

Enhance decision making

Improve compliance and risk management

Cost management

Drive innovation

Improve compliance & risk management

Improve customer relations/service

Other...


What were the key factors that drove your decision? Multiple responses allowed.

Breadth of services

Product functionality and performance

Strong services expertise

Strong consulting partnership

Financial/organizational viability

Overall cost

Pre-existing relationships

Product roadmap and future vision

Strong customer focus

Strong user community

Other...


In which region(s) did your deployment take place?

North America

Europe, Middle East and Africa