The ability for us to automate our manual time entry which allows us to spend more money with less administrative overhead is key; we love that it's web based so easy access from anywhere! There are some minor bugs but they're being fixed quickly.
I would highly recommend this product if you're looking at cloud solutions like Salesforce or Zendesk/Hubot etc - there really isn't much difference between them all in terms of featureset available when considering ease of use & setup - just choose what works best for your environment. Helping manage client interactions as well as internal customer service requests within one platform (corporate) makes things easier overall.