Turning Your Input into Impact

[Cassandra_Yoshida]

We would like to thank all the customers who took the time to provide feedback through our H1 2026 Relationship 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 the feedback you shared and, most importantly, what we are doing about them.

Strengthening Your Support Experience

You continue to tell us that technical expertise, faster resolution, stronger case ownership, and clearer communication are critical to a positive Support experience. In response, our Technical Support teams have been working on several initiatives aimed directly at those areas.

Progress we’ve made:

• Established KCS (Knowledge-Centered Service) Foundations to strengthen how technical knowledge is captured, shared, and applied, helping provide more consistent Support experiences.
• Implemented enhanced Workforce Management, Follow the Sun coverage, and escalation management to improve resource availability and help move cases toward resolution more efficiently.
• Launched Hyland Premier Care to provide customers with an enhanced level of support and engagement.
• Expanded Support training and technical skill development to strengthen expertise across the Support experience.

Work currently underway:

• Aligning Cloud and Technical Support processes to strengthen case ownership and create a more consistent Support experience.
• Expanding agentic assistance to help Support teams access information and respond more efficiently.
• Improving case routing by aligning skill matrices and escalation processes to help connect customers with the right expertise more quickly.
• Standardizing Support processes and improving communication through a combination of process improvements and AI agentic assistance.

Our goal is a Support experience that is knowledgeable, connected, responsive, and accountable — without requiring you to navigate internal teams, repeat information, or wonder whether your case is progressing.

Making Upgrades More Predictable

You told us that upgrades need to be easier to plan, with clearer guidance, better visibility into changes, and greater confidence in release quality.

We are continuing to improve the upgrade experience through work focused on communication, engineering quality, planning guidance, and customer readiness.

Work currently underway:

• Improving how product changes are communicated through What’s New content, release notes, Known Issues visibility, and other customer communications.
• Developing greater environment visibility to help customers better understand their current environment and prepare for future upgrades.
• Building a more guided upgrade experience, including upgrade considerations and planning information to help customers prepare and make informed decisions.
• Strengthening engineering quality practices to improve the reliability and predictability of upgrades.
• Establishing clearer engineering upgrade guidelines to guide how changes are introduced and help reduce unnecessary disruption for customers.
• Continuing the OnBase Upgrade Strategy Program, focused on helping customers prepare for upgrades, adopt newer versions, and take advantage of capabilities available in current releases.

These changes are designed to make upgrading less about reacting to unexpected issues and more about giving you the information, visibility, and guidance needed to plan with confidence.

Improving Product Quality, Stability, and Roadmap Visibility

Across OnBase, Perceptive Content, Alfresco, and Nuxeo, your feedback highlighted the importance of clear product direction, release and upgrade quality, platform stability, reliable integrations, and greater visibility into product roadmaps. Our Product teams are addressing these areas through both completed work and initiatives currently underway.

OnBase

Progress we’ve made:

• Released the OnBase Known Issues View for partners and direct customers to improve visibility into known product issues.
• Published upgrade enablement materials including a What’s New video and presentation that goes into detail around the value delivered in and around OnBase 26.1, released on August 12, 2026.

Work Currently underway:

• Providing customers with a regularly updated roadmap to stay up to date on what's been delivered and what's coming.
• Creating additional customer-facing materials for Agentic Workflow in OnBase 26.1, including documentation, webinars, and Community content.
• Continued analysis into Known Issues View improvements based on end user feedback.

Perceptive Content

Progress we’ve made:

• Completed release planning and training work focused on improving the upgrade and release experience.

Work currently underway:

• Strengthening Perceptive Content release readiness through expanded automated testing coverage, an early adopter program, weekly bug reviews, and monthly patch releases.
• Formalizing release and active maintenance schedules and expanding training opportunities to make adoption more flexible and better support high-impact roles.
• Increasing roadmap visibility through customer-facing roadmaps in Community, webinars, product-track sessions, customer sessions, and release-update communications.
• Continuing investment in the longevity of Perceptive Content, with a focus on capabilities that extend the platform.

Alfresco

Progress we’ve made:

• Improved Upgrade and Service Alignment work focused on release and upgrade quality.
• Completed an initial Scale, Performance, and Observability initiative focused on reliable performance at enterprise scale.

Work currently underway:

• Hardening APIs and extensions to improve integration stability and reduce workflow disruption.
• Continuing scale, performance, and observability improvements for enterprise environments.
• Strengthening coordination across Product, Customer Success, and Technical Account Management to create a tighter customer feedback loop, surface priorities and risks earlier, and better align product investments with customer needs.
• Strengthening post-upgrade product quality and release validation by expanding automated testing.
• Reducing upgrade, release, and maintenance lifecycle friction through out-of-process extensions and APS upgrade-verification tooling.
• Improving roadmap and platform direction guidance through stronger coordination between Product Management and customer-facing teams.

Nuxeo

Work currently underway:

• Modernizing the Nuxeo WebUI user experience through UI rebranding and major UX improvements.
• Preparing to release LTS 2027, a major technical server upgrade, to strengthen the upgrade and release experience.
• Developing a new Angular-based Satori Content UI option in addition to our WebUI product.
• Developing new agent connectivity services with an MCP server and new search indexing tools.
• Developing a Microsoft Teams connector to expand integration capabilities.
• Advancing- Hyland Drive to support platform stability and improve the customer experience.

Across these product lines, the focus is on turning customer feedback into more reliable releases, clearer product direction, stronger platform performance, and better visibility into the improvements that matter most to customers.

Strengthening Professional Services Delivery

You told us that clearer ownership, more consistent project management, stronger scope alignment, and more predictable delivery are important to a successful Services experience.

Professional Services is continuing to strengthen delivery practices to identify risks earlier, improve accountability, and create greater consistency from the transition into Services through implementation and realization of value.

Progress we’ve made:

• Improved how defects are identified, documented, and addressed earlier in the delivery lifecycle to increase visibility and reduce reactive escalations.

Work currently underway:

• Strengthening delivery readiness, ownership, and proactive risk and escalation practices to create a more consistent project experience.
• Improving the transition from Sales to Services to strengthen onboarding, reduce early project risk, and accelerate time-to-value.
• Improving requirements and scope practices to reduce unexpected changes and strengthen alignment between contracted outcomes and delivery.
• Developing a Value-Based Solution Alignment & ROI Framework to better connect solution delivery with customer adoption, realized value, executive sponsorship, and measurable business outcomes.

A more predictable Services experience means clearer ownership, stronger coordination, and earlier identification of issues—helping you move from implementation to value with greater confidence.

Creating a More Proactive and Connected Customer Experience

You asked your Hyland team for more consistent follow-up, a clear point of ownership, and engagement that starts earlier than your renewal date.

You Asked for a Better Experience. Here's What's Changing:

• You'll hear from us before you need to reach out. We've changed how we monitor account health so issues surface while they're still easy to solve — ahead of a go-live, when adoption dips, when something in your environment needs attention.
• Your goals won’t get lost between teams. What you signed up for travels with you from Sales to implementation to Support, so you don’t have to re-explain your priorities to each new person you work with.
• You'll know who's accountable. We've expanded coverage so more of you have a named person, not a queue — and strategic accounts are paired with a Hyland executive who stays engaged over time.
• Renewals start with value, not paperwork. We align well in advance, so the conversation is about what you've achieved and where you're headed next.

This is what we mean by personal, proactive, and predictive—building a partnership where we stay connected to your priorities, anticipate needs, and work together toward your goals.

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 1 October from [email protected].

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