The customer service is outstanding - they are constantly listening for feedback from their customers who use this software regularly as well! They help with troubleshooting when required but also have no problem suggesting improvements if needed (which sometimes take time!). I would like more robust reporting options out-of-the box such that we can extract value quicker than currently possible via spreadsheet manipulation alone or requiring an additional 3rd party tool/service integration.We've been able solve complex business problems within our organisation faster thanks in large part due to how easy it has made monitoring process flows. The software is easy to use and has a lot of options for customization. It's also very stable. We've used it in several projects with great success. I have not found any downsides. If you want a user-friendly solution, then this is the best choice. This product helps us organize our workflows and improve our productivity.