The ability to have an easy way of tracking your customer's activity, what they do with their account after you send them off for service or repair is very helpful in making sure that everything gets done correctly! I would like more options than just one option when it comes time to pay my bill online at billing date/time as well as during business hours so i can make payments anytime if needed without having someone else take care of this task (i'm not always available).
It has helped me track all our customers' activities since we started using data span back 5 years ago now!!