Hyland Software believes one of its greatest resources is its community of OnBase professionals.
"Our customers are our partners, and we work in collaboration with them to develop our ECM solution, OnBase," says Ed McQuiston, Hyland's strategic alliances and insurance solutions manager. OnBase earned the RAVE Award for document management.
Customer-driven development at Hyland means creating consistent ways to hear from users and utilize that feedback to evolve OnBase, explains McQuiston.
"While it's not the only way we develop our solution, user feedback is one of the most comprehensive ways to ensure our product releases continue to deliver functionality that solves real business problems and meets the needs of our users," he says.
OnBase users also have the opportunity to provide feedback through an online users portal, a networking and conversation tool devoted exclusively to Hyland customers, partners, and employees.
"Not only can they reach tech support 24/7, they can contact members of our executive team, including our vice president of development, at any time," says McQuiston.
Management's contact information is available on the Hyland Website, and McQuiston reports they regularly take calls from customers.
"From the beginning, Hyland has been dedicated to understanding and solving our customers' problems," says McQuiston. "Now, more than 20 years later, we remain committed to providing exceptional customer service experience to all of our customers, which now has grown to more than 10,700 organizations."
The Hyland leadership team keeps the company focused on collaboration with customers to ensure their needs are met and their problems are solved, explains McQuiston.
"Hyland is recognized for its approach to customer satisfaction and not only is it one of Hyland's greatest strengths but also a true differentiator in the market," he says. "Our strategy remains consistent in approach but evolves with our customers."
McQuiston explains Hyland's plans for future growth ensure a diversification of revenue so the vendor can create a long-term, stable environment to grow the business and the OnBase solution.
Second Place Winner: Document Management
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