Turning Your Input into Impact

[Cassandra_Yoshida]

We would like to thank all the customers who took the time to provide feedback through our 2025 H2 NPS survey. Your input has helped us to understand what’s working well and how we can better support you and your business objectives.

Below are the key themes that emerged from feedback shared and, most importantly, what we are doing about it.

Working Better with Hyland Support 

Support experience remains a top priority. This is how we are planning to improve it:

Recent and upcoming improvements: 

• All Support resources are now Hyland-badged employees
• Investment in Workforce Management, Agentic Assistance and training resources
• Aiming to improve speed to resolution through better workload balancing, workforce management, Follow the Sun coverage and Escalation process alignment
• Greater accountability and performance visibility with consistent measurement of customer satisfaction and operational efficiency

More Predictable Releases. Smoother Upgrades

You asked for higher release quality and clearer guidance to make upgrades more predictable.

What we are doing: 

OnBase

We are addressing stability and upgrade challenges by:

• Improving release quality through increased strategic automated testing against simulated real-world environments and clearer release gates regarding known issues.
• Enforcing development practices that avoid introducing required modifications to existing configurations at the time of upgrades, while providing a model that allows customers to opt in to new behaviors for existing features.
• Increasing transparency across integrations and cloud environments through improved upgrade guides, release notes, and product bulletin notices to restore trust and reliability in OnBase.

Alfresco

In response to feedback on release stability and integrations, we are bolstering the capabilities of the REST and out-of-process APIs to simplify upgrades and improve backward compatibility, lowering risk, reducing cost, and supporting confident scaling on Alfresco.

Perceptive Content

 We are improving release quality in Perceptive Content through stronger testing, more predictable release cycles, and clearer communication—reducing disruption and restoring confidence in the product roadmap.

From Escalation-Driven to Disciplined Services Delivery

You shared that Professional Services delivery often lacks clear ownership and predictability.

 What we are doing:

Implemented the Known Defects Process that focuses on early identification and remediation of defects prior to go live. This process applies for all Professional Services engagements from one-time implementation through migrations and upgrades.

This process ensures that we:

• Validate critical go live readiness item using a consistent checklist
• Identify and document known issues during the implementation phase
• Document known defects that is centralized and visible
• Communicate risks, impacts, and mitigations clearly and early
• Reduce reactive escalations by identifying issues earlier

We are implementing an Enterprise Delivery Excellence Framework that builds on the established governance framework and strengthens readiness validation, clarifies ownership, embeds additional proactive risk and escalation controls, and equips teams with consistent tools and accountability. 

The framework includes:

• Updates to escalation and risk controls to improve visibility and mitigation strategies
• Transition to a single project planning standard and tool to improve forecasting, capacity planning, and staffing models
• Improved collaboration with internal teams to increase efficiency and communication
• New reporting standards and process updates to strengthen accountability for delivery outcomes

Bringing Proactive Engagement to Our Customers 

You told us you want earlier, more proactive engagement and clearer paths to value from your Account team. 

Upcoming Improvements:

• We are strengthening how customer-facing teams work together to deliver more consistent, value-aligned engagement – improving coverage, pricing and expectation-setting and proactive follow-up so customers experience trusted advisor relationships throughout the customer journey.

Thank you for being part of the Hyland community. Your insights play an important role in shaping what comes next—how we support you, how we innovate, and how we work alongside you every day. 

Please look out for the invitation to participate in the next Relationship survey on 22 April from customerfeedback@hyland.com. 

If you have any questions or would like to discuss any of these initiatives, please reach out to the Customer Experience team