The software is very user friendly from start to finish - it's easy for my vet techs who have never used this before, as well has vets that do not like technology at all! It also makes communication with clients so much easier than having them emailing me back instead of in-person or phone call when I am out seeing patients; they are always right there waiting by their computer ready answer any questions about our pets health status!! No real downsides other then maybe some people may be turned off if you don't know how/what program things work best but after using Vetsentinel (if needed) your staff will love being able train users quickly without needing extra training classes etc..