Case Study: Freeman achieves faster customer service and centralized information access with Hyland's OnBase

Brand experience company elevates customer service levels with easier access to information

Freeman, the world’s largest brand experience company headquartered in Dallas with more than 7,000 employees and 90+ locations, produces thousands of expositions and events each year. Faced with a fragmented, paper-based order process that made locating information slow and hindered customer service, Freeman needed a centralized, more efficient way to manage and share order data across teams and sites.

Working with Quest Associates, Freeman implemented OnBase by Hyland across its Exposition division and integrated it with SAP, creating a secure, centralized electronic repository accessible regardless of how orders arrive. The change sped up response times, improved information sharing and process visibility, enabled workload shifting to handle seasonal volume, bolstered compliance, and significantly reduced paper use.

Freeman

Ruth Foster

Director, Customer Support Processing Service