I like how easy it is to use for the customer service side as well as the technical aspects of their product. It's very user-friendly and allows you to stay in touch with your customers at all times from anywhere. There are not many downsides that I can think of right now but if there were they would be minor issues. This software was designed specifically for our needs so we don't have any problems using it. We're able to keep track of everything through this program which makes keeping up with new orders much easier than having to do paperwork ourselves.