I like that they can be customised to your needs, and then also have some of their own built in features as well. The reporting system isn't perfect yet - but i think most of this could be worked out. They are currently looking into a more modern way of doing their CRM. With that being said, it's an amazing product with a great team behind it. We've been able to create a whole new website for our department which has allowed us to be able to publish articles to social media channels (and other media sites) from within the website itself.