The tool is easy enough that I can teach my team how it works with minimal training - they have been using their own custom-built template which worked well but we were not able to expand beyond what was provided as part of our license (ease) ' cost efficiency issues.
As mentioned above though this has now changed! We are utilizing fablab's templates within Salesforce so there isn't much else to dislike about them other than maybe pricing model if you don't need all services offered? You may want more robust features such as integration into your CRM system etc. Their customer service is also top notch too even after launch date support emails do come through very quickly!!