It has helped us with our customer service expectations which have gone up by 40% since we started using it! We also use it as a way to better communicate internally between departments.
We have been able to automate some processes but haven't found anything I dislike yet. Our biggest challenge is finding enough people who understand how much work goes into running this type of software so they can actually make suggestions or help implement changes where needed. If you are looking for something that will be easy to set up and customize once your business becomes more established then go for it! The benefits are very clear from day one!