I like that it allows me to easily model my workflows/process flows, which are very important in our organization! It's simple but can be difficult at times if you're not familiar with visio or don't have experience using this type of program before (esp when trying to customize your template). Also sometimes there could potentially more detailed templates available from other companies out there? But overall great product - just make sure they help support their customers as well by providing training sessions / webinars etc so we learn how best use these tools once purchased. We've been able solve many problems related to improving workflow within an existing system.