I love how easy it was! We were able to set up our program very quickly - within hours of calling customer service we had an account manager who helped us get started (and answer all my questions!). It's been great as far back tracking spending by category/customer type etc., so much easier than manually doing this each month myself!! There isn't anything really at fault here but more just needing some training from Salesforce side about what would be best features / functionality needed vs user experience design issues they may have missed out when designing things themselves initially? For example if someone wants something like'send email' option added then surely there should also need additional code development work done which could take months rather than weeks?!