I am an adviser who works for CAF at Manchester City Council - this is what we use every day but there's nothing wrong about that! It could perhaps do more as far as making it easier/faster when people submit referal requests through CAB systems; sometimes you can see what jobs your team has scheduled within 24 hours- 48 HOURS of submitting request so if anything happens then hopefully our staff pick up sooner than expected :) We've seen some great outcomes here too where things turn out well beyond even expectations (I know because my colleague was working hard behind me).
I like that it is easy for people who are not very tech savvy at all as well! It was great being able use my phone instead of having paper forms everywhere around me when making appointments etc.. Not much really but i guess you don't need anything if your happy just using what comes already installed :) Also its good because we can help out our neighbours too so everyone's happier haha!!